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市場調查報告書

雲端的社群商務服務:市場分析與預測 2016-2020年

Social Business Services in the Cloud 2016 - 2020

出版商 Mind Commerce 商品編碼 333703
出版日期 內容資訊 英文 1176 Pages
商品交期: 最快1-2個工作天內
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雲端的社群商務服務:市場分析與預測 2016-2020年 Social Business Services in the Cloud 2016 - 2020
出版日期: 2016年02月22日 內容資訊: 英文 1176 Pages
簡介

本報告提供全球社群雲端商業應用市場相關調查、潛在雲端服務用戶的評估、雲端社群供應商分析、市場趨勢,及產業預測等,再加上主要領域的技術與解決方案供應商分析,及各產業區分分析,為您概述為以下內容。

第1章 摘要整理

第2章 概要

  • 社群商務是什麼?
  • 社群商務服務及SaaS解決方案
  • 採用了社群技術的雲端匯流
  • 社群商務雲端解決方案的開發
  • 行動、穿戴式及分析
  • 安全遵守及新相關利益者
  • 社群客戶
  • 企業社群的引進
  • 雲端社群合作
  • 社群商務的成功原理
  • 社群企業引進與支援課題
  • 結構要素技術
  • 企業社群功能的改善
  • 企業社群功能的評估
  • 社群商務功能的有效性
  • SWOT分析
  • 垂直產業

第3章 技術、應用及供應商

  • 行銷自動化
  • 社群媒體經營管理 & 監測
  • 企業合作 & 社群
  • 網站體驗經營管理
  • 情報匯流
  • 數位貿易
  • CRM & 客戶支援
  • ECM & 文件佔有率
  • 人力資源管理

第4章 市場預測

  • 全球社群雲端商業應用市場
  • 社群雲端商業應用市場:各產業區分
  • 社群雲端商業應用市場:各發展平台
  • 社群雲端商業應用市場:各商業模式
  • 社群雲端商業應用市場:各區域區隔
  • 社群商務服務的企業引進率
  • 社群商業應用的主要供應商的收益預測

第5章 生態系統分析

  • 供應商
  • 雲端服務供應商
  • 社群媒體網路
  • 終端用戶
  • 軟體廠商
  • 政府
  • 通訊

第6章 供應商分析

  • IBM
  • SALESFORCE
  • MICROSOFT
  • YAMMER
  • NEWSGATOR
  • JIVE
  • TELLIGENT
  • SOCIALTEXT
  • MZINGA
  • COMMUNISPACE
  • LITHIUM
  • SUCCESSFACTORS: AN SAP COMPANY
  • CITRIX
  • ORACLE SOCIAL SERVICES
  • SABA POOPLE CLOUD
  • CISCO WEBEX SOCIAL
  • POKESHOT///SMZ

第7章 成功方案的案例研究分析

  • LINKEDIN 線上求職徵才商務
  • 推動者之FACEBOOK 及 TWITTER 範例
  • PT BAMBU DESA的餐廳商務範例
  • SATEL OY 及 FORD 範例
  • CLIMATE ASIA PACIFIC 範例
  • 透過社群媒體的支援運動相關的OXFAM範例
  • 社群能力開發相關的ASSIST範例
  • FERRING ITALY SPA 實行案例

第8章 結論、建議

  • 供應商的建議
  • 企業的建議

圖表

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目錄

Enterprise organizations are challenged with adopting optimized social business practices while integrating global teams, driving innovation, and increased productivity. The promise of Social Business Services in the Cloud is to transform customer information into a competitive advantage through a combination of insights and real-time customer experience/perceptions. Actionable information is derived through leveraging Big Data and related analytics.

This research provides an overall market analysis for small, mid-sized, and enterprise companies, which represents a market seen taking part in social business services. The report evaluates potential users of cloud service and includes a SWOT analysis, cloud social vendor analysis, market trends, and industry forecasts.

The report also analyzes the technology and solution providers in certain key areas including marketing automation, social media monitoring, enterprise collaboration, web experience management, information governance, digital commerce, CRM and customer support, ECM and File sharing, and workforce management. This report provides market projections for global social cloud business applications and by industry segments.

Target Audience:

  • Telecom service providers
  • Business services companies
  • Social networking companies
  • Cloud infrastructure companies
  • Enterprise companies in all verticals
  • Social and cloud application developers

Table of Contents

1.0 EXECUTIVE SUMMARY

2.0 OVERVIEW

  • 2.1 WHAT IS SOCIAL BUSINESS?
  • 2.2 SOCIAL BUSINESS SERVICES AND SAAS SOLUTION
  • 2.3 CLOUD CONVERGENCE WITH SOCIAL TECHNOLOGIES
  • 2.4 CLOUD SOLUTION DEVELOPMENT FOR SOCIAL BUSINESS
  • 2.5 MOBILE, WEARABLE AND ANALYTICS
  • 2.6 SECURITY COMPLIANCE AND NEW STAKEHOLDERS
  • 2.7 SOCIAL CUSTOMER
  • 2.8 ENTERPRISE SOCIAL ADOPTION
  • 2.9 CLOUD SOCIAL COLLABORATION
  • 2.10 SUCCESS PRINCIPLES OF SOCIAL BUSINESS
    • 2.10.1 RECOGNIZE SOCIAL TECHNOLOGY
    • 2.10.2 BUILDING SUCCESS ARCHITECTURE
    • 2.10.3 MULTISTEP APPROACH
    • 2.10.4 TREAT USERS FIRST
    • 2.10.5 STRATEGIC THOUGHT APPROACH
  • 2.11 SOCIAL ENTERPRISE DEPLOYMENT AND CHALLENGES TO ADDRESS
  • 2.12 BUILDING BLOCK TECHNIQUES
  • 2.13 IMPROVING ENTERPRISE SOCIAL CAPABILITIES
  • 2.14 ASSESSING ENTERPRISE SOCIAL CAPABILITIES
  • 2.15 EFFECTIVENESS OF SOCIAL BUSINESS CAPABILITIES
    • 2.15.1 BUSINESS CHALLENGE
    • 2.15.2 SOCIAL CAPABILITIES
    • 2.15.3 BUSINESS OUTCOMES
    • 2.15.4 INDUSTRY NUANCES
    • 2.15.5 TECHNICAL CHALLENGES
  • 2.16 SWOT ANALYSIS
    • 2.16.1 STRENGTHS & OPPORTUNITIES
    • 2.16.2 WEAKNESSES & THREATS
  • 2.17 INDUSTRY VERTICAL

3.0 TECHNOLOGY, APPLICATION AND PROVIDER

  • 3.1 MARKETING AUTOMATION
    • 3.1.1 MARKETO
    • 3.1.2 PARDOT
    • 3.1.3 ELOQUA
    • 3.1.4 CUSTOMER.IO
    • 3.1.5 HUBSPOT
    • 3.1.6 ADROLL
    • 3.1.7 PICA9
    • 3.1.8 CANTERRIS
    • 3.1.9 BREMY
    • 3.1.10 OUTMARKET
    • 3.1.11 BUSSBUILDER PRO
    • 3.1.12 SALESFUSION
    • 3.1.13 GENOO
    • 3.1.14 BIZIBLE
    • 3.1.15 ETRIGUE
    • 3.1.16 ALLOCADIA
    • 3.1.17 SALES ENGINE INTERNATIONAL
    • 3.1.18 ONTRAPORT
    • 3.1.19 LEADSQUARED
    • 3.1.20 MARCOMCENTRAL
    • 3.1.21 AMBASSADOR
    • 3.1.22 INTEGRATE
    • 3.1.23 BRANDMAKER
    • 3.1.24 BUZZPORTAL
    • 3.1.25 ACTIVE CONVERSATION
    • 3.1.26 COMMUNIGATOR
    • 3.1.27 AGILLIC
    • 3.1.28 APRIX SOLUTIONS
    • 3.1.29 DISTRIBION
    • 3.1.30 SALESFORMICS
    • 3.1.31 ELATERAL
    • 3.1.32 CASCADE
    • 3.1.33 GRAVITY FACTOR
    • 3.1.34 BRONTO
    • 3.1.35 GREENROPE
    • 3.1.36 IFBYPHONE
    • 3.1.37 NEXTBEE
    • 3.1.38 ZOHO
    • 3.1.39 ACTIVECAMPAIGN
    • 3.1.40 CONSTANTCONTACT
    • 3.1.41 MAILCHIMP
    • 3.1.42 ASANA
    • 3.1.43 GLIFFY
    • 3.1.44 JUMPLEAD
    • 3.1.45 SIMPLYCAST
    • 3.1.46 DRIP
    • 3.1.47 KENTICO
    • 3.1.48 LEADSIUS
    • 3.1.49 KAHUNA
    • 3.1.50 DEMANDBASE
  • 3.2 SOCIAL MEDIA MANAGEMENT & MONITORING
    • 3.2.1 SUGARCRM
    • 3.2.2 MARKETO
    • 3.2.3 PIPELINEDEALS
    • 3.2.4 SALESFORCE.COM SERVICE CLOUD
    • 3.2.5 SALESFORCE MARKETING CLOUD
    • 3.2.6 ZIPWIRE
    • 3.2.7 SALESOUTLOOK CRM
    • 3.2.8 SMARTTOUCH
    • 3.2.9 CALLIDUSCLOUD MARKETING AUTOMATION
    • 3.2.10 PROPERTYBASE
  • 3.3 ENTERPRISE COLLABORATION & SOCIAL
    • 3.3.1 CO-OP
    • 3.3.2 CYN.IN
    • 3.3.3 CUBETREE
    • 3.3.4 HASHWORK
    • 3.3.5 JAIKU
    • 3.3.6 OBAYOO
    • 3.3.7 PRESENT.LY
    • 3.3.8 QONTEXT
    • 3.3.9 SHARETRONIX
    • 3.3.10 SNIPIA
    • 3.3.11 SOCIALCAST
    • 3.3.12 SOCIALTEXT
    • 3.3.13 SOCIALWOK
    • 3.3.14 STATUS.NET
    • 3.3.15 YAMMER
  • 3.4 WEB EXPERIENCE MANAGEMENT
    • 3.4.1 ADOBE EXPERIENCE MANAGER
    • 3.4.2 ZENDESK
    • 3.4.3 IBM TEALEAF
    • 3.4.4 SATMETRIX
    • 3.4.5 RESPONSETEK
    • 3.4.6 CLICKTALE
    • 3.4.7 KANA
    • 3.4.8 CLARABRIDGE
    • 3.4.9 SAS
    • 3.4.10 GEMIUS
    • 3.4.11 HUBSPOT
    • 3.4.12 MEDALLIA
    • 3.4.13 MAXYMISER
    • 3.4.14 USERZOOM
    • 3.4.15 UX360
    • 3.4.16 USABILITYTOOLS
    • 3.4.17 EKTRON
    • 3.4.18 EZPUBLISH 5
    • 3.4.19 HIPPO CMS 7.8
    • 3.4.20 SDL
    • 3.4.21 OPENTEXT
    • 3.4.22 KENTICO
    • 3.4.23 DRUPAL
    • 3.4.24 COREMEDIA
    • 3.4.25 SITECORE
  • 3.5 INFORMATION GOVERNANCE
    • 3.5.1 ACAVEO
    • 3.5.2 OSTIA
    • 3.5.3 RELTIO
  • 3.6 DIGITAL COMMERCE
    • 3.6.1 ABILITY COMMERCE
    • 3.6.2 BIG COMMERCE
    • 3.6.3 INTUIT ECOMMERCE
    • 3.6.4 SHOPIFY
    • 3.6.5 VENDIO
  • 3.7 CRM & CUSTOMER SUPPORT
    • 3.7.1 SUPPORTCENTER PLUS
    • 3.7.2 ISUPPORT
    • 3.7.3 BLAZEDESK
    • 3.7.4 C-DESK
    • 3.7.5 ACT!
    • 3.7.6 NABD
    • 3.7.7 FUZE SUITE
    • 3.7.8 LIVECHAT
    • 3.7.9 ESERVIZ
    • 3.7.10 HAPPYFOX
    • 3.7.11 MYTIPS
    • 3.7.12 LIVEHELPNOW SUITE
    • 3.7.13 MIGHTYCALL
    • 3.7.14 CHATAROO
    • 3.7.15 CUSTOMANSWERS CRM
    • 3.7.16 ALWAYSUPPORT
    • 3.7.17 CHAT INTERFACE FOR OPERATOR
    • 3.7.18 NICKELLED
    • 3.7.19 OXYGEN SERVICE DESK
    • 3.7.20 ZOHO SURVEY
    • 3.7.21 CUSTOMER SUPPORT SUITE
    • 3.7.22 BOLDCHAT
    • 3.7.23 ACHIEVER CRM
    • 3.7.24 ACTIVATE
    • 3.7.25 AGENDIZE
    • 3.7.26 AGI SELF SERVICE
    • 3.7.27 ALTITUDE UCI SUITE
    • 3.7.28 ANY REQUEST
    • 3.7.29 AURIC PROSPECTOR
    • 3.7.30 BAMBOO CRICKET
    • 3.7.31 BEETRACK
    • 3.7.32 BRAND EMBASSY
    • 3.7.33 CARECALL
    • 3.7.34 CASENGO
    • 3.7.35 CCS CUSTOMER SERVICE
    • 3.7.36 CINCOM SYNCHRONY
    • 3.7.37 CLICKDESK
    • 3.7.38 CLOSE SUPPORT
    • 3.7.39 CLOUD 9 SUPPORT
    • 3.7.40 COGNITIVE VIRTUAL ASSISTANT
    • 3.7.41 COMARCH NGSF
    • 3.7.42 COMM100 HELP DESKVIEW PROFILE
    • 3.7.43 COMMUNICATIONS CENTER
    • 3.7.44 CONSUMER RELATIONSHIP SYSTEM
    • 3.7.45 CONVERSOCIAL
    • 3.7.46 COVEO FOR CUSTOMER SERVICE & CRM
    • 3.7.47 CRM EXPRESS
    • 3.7.48 CRMDESK
    • 3.7.49 CRMUNLEASHED
    • 3.7.50 CUSTOMER CENTRIC FRAMEWORK
    • 3.7.51 CUSTOMER EXPERIENCE MANAGEMENT
    • 3.7.52 CUSTOMER SERVICE HELP DESK
    • 3.7.53 CUSTOMERFIRST
    • 3.7.54 E-TRACK
    • 3.7.55 ECOMMSOURCE
    • 3.7.56 EGAIN SUITE
    • 3.7.57 EPTICA ENTREPRISE SUITE
  • 3.8 ECM & FILE SHARING
    • 3.8.1 ACRONIS ACTIVECHO
    • 3.8.2 CITRIX SHAREFILE
    • 3.8.3 DRUVA INSYNC
    • 3.8.4 EGNYTE BUSINESS FILE SHARING
    • 3.8.5 EMC SYNCPLICITY
    • 3.8.6 HYLAND SOFTWARE
    • 3.8.7 IBM
    • 3.8.8 MICROSOFT
    • 3.8.9 OPENTEXT
    • 3.8.10 PERCEPTIVE SOFTWARE
    • 3.8.11 HUDDLE
    • 3.8.12 OXYGEN CLOUD
  • 3.9 WORKFORCE MANAGEMENT
    • 3.9.1 CHETU
    • 3.9.2 CERIDIAN
    • 3.9.3 ORACLE
    • 3.9.4 SAP/SUCCESSFACTORS
    • 3.9.5 IBM / KENEXA
    • 3.9.6 INFOR
    • 3.9.7 ULTIMATE SOFTWARE
    • 3.9.8 WORKDAY
    • 3.9.9 PEOPLEFLUENT
    • 3.9.10 ADP
    • 3.9.11 SILKROAD
    • 3.9.12 SABA
    • 3.9.13 FINANCIALFORCE HCM
    • 3.9.14 HRSOFT
    • 3.9.15 LUMESSE
    • 3.9.16 KRONOS
    • 3.9.17 SUMTOTAL SYSTEMS
    • 3.9.18 HALOGEN
    • 3.9.19 CORNERSTONE ONDEMAND
    • 3.9.20 BENEFITFOCUS EENROLLMENT
    • 3.9.21 PAYCOM
    • 3.9.22 PAYLOCITY

4.0 MARKET PROJECTIONS 2016 - 2020

  • 4.1 GLOBAL SOCIAL CLOUD BUSINESS APPLICATION MARKET 2016 - 2020
  • 4.2 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY INDUSTRY SEGMENT 2016 - 2020
  • 4.3 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY DEV PLATFORM 2016 - 2020
  • 4.4 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY BUSINESS MODEL 2016 - 2020
  • 4.5 SOCIAL CLOUD BUSINESS APPLICATION MARKET BY SEGMENT 2016 - 2020
  • 4.6 ENTERPRISE ADOPTION RATE OF SOCIAL BUSINESS SERVICES 2016 - 2020
  • 4.7 SOCIAL BUSINESS APPLICATION MAJOR VENDOR REVENUE FORECAST 2016 - 2020

5.0 ECOSYSTEM ANALYSIS

  • 5.1 VENDOR
  • 5.2 CLOUD SERVICE PROVIDERS
  • 5.3 SOCIAL MEDIA NETWORK
  • 5.4 END USER
  • 5.5 SOFTWARE MANUFACTURER
  • 5.6 GOVERNMENT
  • 5.7 TELECOMMUNICATION

6.0 VENDOR ANALYSIS

  • 6.1 IBM
    • 6.1.1 IBM SMARTCLOUD
    • 6.1.2 IBM SMARTCLOUD ORCHESTRATOR
    • 6.1.3 IBM CONNECTIONS AND IBM NOTES AND DOMINO SOCIAL EDITION 9
    • 6.1.4 SWOT ANALYSIS
  • 6.2 SALESFORCE
    • 6.2.1 CHATTER
    • 6.2.2 SALESFORCE SOCIAL CRM
  • 6.3 MICROSOFT
    • 6.3.1 MICROSOFT OFFICE 365 AND CONNECTED EXPERIENCE
    • 6.3.2 PUBLIC CLOUD - WINDOWS AZURE
    • 6.3.3 PRIVATE CLOUD - WINDOWS SERVER AND SYSTEMS CENTER
    • 6.3.4 MICROSOFT DYNAMICS CRM ONLINE
    • 6.3.5 SHAREPOINT 2013
    • 6.3.6 MICROSOFT SKYDRIVE
    • 6.3.7 ORANGE AND MICROSOFT CLOUD PARTNERSHIP CASE
  • 6.4 YAMMER
    • 6.4.1 YAMMER AND OFFICE 365
    • 6.4.2 YAMMER AND SHAREPOINT SERVER
    • 6.4.3 SWOT ANALYSIS
  • 6.5 NEWSGATOR
    • 6.5.1 SUCCESS CASE WITH ACCENTURE
    • 6.5.2 SUCCESS CASE WITH CME FEDERAL CREDIT UNION
    • 6.5.3 SUCCESS CASE WITH AMERICAN FAMILY INSURANCE
  • 6.6 JIVE
    • 6.6.1 JIVE SOCIAL BUSINESS PLATFORM
    • 6.6.2 SWOT ANALYSIS
    • 6.6.3 SUCCESS CASE OF JIVE SOCIAL INTRANET WITH ALCATEL-LUCENT
    • 6.6.4 SUCCESS CASE WITH LIVEPERSON
  • 6.7 TELLIGENT
    • 6.7.1 SUCCESS CASE WITH DELL
  • 6.8 SOCIALTEXT
    • 6.8.1 SWOT ANALYSIS
  • 6.9 MZINGA
    • 6.9.1 MZINGA OMNISOCIAL
  • 6.10 COMMUNISPACE
    • 6.10.1 FULL-SERVICE SOLUTION
    • 6.10.2 BULLYING PREVENTION CAMPAIGN CASE
  • 6.11 LITHIUM
    • 6.11.1 LITHIUM SOCIAL WEB: THE SOCIAL CUSTOMER EXPERIENCE PLATFORM
    • 6.11.2 SOCIAL SOLUTIONS FOR MARKETING, COMMERCE AND SUPPORT
  • 6.12 SUCCESSFACTORS: AN SAP COMPANY
    • 6.12.1 SUCCESSFACTORS BIZX SUITE
    • 6.12.2 SUCCESS CASE WITH SIEMENS
  • 6.13 CITRIX
    • 6.13.1 GOTO CLOUD SERVICES
  • 6.14 ORACLE SOCIAL SERVICES
  • 6.15 SABA POOPLE CLOUD
  • 6.16 CISCO WEBEX SOCIAL
    • 6.16.1 SWOT ANALYSIS
  • 6.17 POKESHOT///SMZ
    • 6.17.1 PUBLIC SECTOR COMMUNITY
    • 6.17.2 POKESHOT///SMARTERPATH
    • 6.17.3 TRANSLATION MANAGER
    • 6.17.4 SOCIAL CONNECTOR FOR CISCO, SAMETIME AND LOTUS NOTES
    • 6.17.5 SECURITY EXTENSION

7.0 CASE STUDY ANALYSIS OF SUCCESS SCENARIOS

  • 7.1 LINKEDIN ONLINE RECRUITMENT BUSINESS
  • 7.2 FACEBOOK AND TWITTER CASE AS ENABLER
  • 7.3 RESTAURANT BUSINESS CASE ON PT BAMBU DESA
  • 7.4 SATEL OY AND FORD CASE
  • 7.5 CLIMATE ASIA PACIFIC CASE
  • 7.6 OXFAM CASE ON ADVOCACY THROUGH SOCIAL MEDIA
  • 7.7 ASSIST CASE ON SOCIAL CAPACITY BUILDING
  • 7.8 FERRING ITALY SPA IMPLEMENTATION CASE

8.0 CONCLUSIONS AND RECOMMENDATIONS

8.1 RECOMMENDATION FOR VENDORS 8.2 RECOMMENDATION FOR ORGANIZATIONS

Figures

  • Figure 1: Reasons of Cloud Computing Adoption to Social Businesses
  • Figure 2: Social Customer Conversion Ecosystem
  • Figure 3: Building Block Techniques for Social Business Capabilities
  • Figure 4: Social Collaboration Component and Business Activities Part 1
  • Figure 5: Social Collaboration Component and Business Activities Part 2
  • Figure 6: Social Collaboration Component and Business Activities Part 3
  • Figure 7: Parameters to Assess Social Business Capabilities
  • Figure 8: Sample List of Business Outcomes
  • Figure 9: Industry vs. Nuance
  • Figure 10: Major Obstacles of Cloud Based Social Business Services
  • Figure 11: Global Social Cloud Bus App Market by Enterprise Spend 2016 - 2020
  • Figure 12: Enterprise Social Business App at Least One 2016 - 2020
  • Figure 13: Vendor in Social Business Services in Cloud Ecosystem
  • Figure 14: Engagement Ratios by Internal, External, and Unified Social Network
  • Figure 15: Market Share of Major Social Networking Media
  • Figure 16: IBM's Investment for Business Partner Growth
  • Figure 17: SaleForce Solution Dimensions for Social Business
  • Figure 18: Salesforce Chatter Dynamic Interface
  • Figure 19: Upcoming Enhanced Experience with Yammer Social & Office 365
  • Figure 20: Jive Social Business Platform
  • Figure 21: Full-Service Solution Sketch
  • Figure 22: Interface of Bullying Prevention Campaign Site
  • Figure 23: Lithium Social Customer Experience Platform

Tables

  • Table 1: Global Social Cloud Business App Market by Segment 2016 - 2020
  • Table 2: Social Cloud Business App Market by Major Functions 2016 - 2020
  • Table 3: Social Cloud Bus App Market by Desktop, Mobile & Platform 2016 - 2020
  • Table 4: Social Cloud Business App Market SaaS vs. PaaS Model 2016 - 2020
  • Table 5: Social Cloud Business App Market Region 2016 - 2020
  • Table 6: Social Business App Major Vendor Revenue Projection 2016 - 2020
  • Table 7: Government Cost Reduction due to Social Cloud Business 2016 - 2018
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