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市場調查報告書

全球零售服務解決方案市場

The Global Market for Retail Services Solutions

出版商 VDC Research Group, Inc. 商品編碼 304678
出版日期 內容資訊 英文 22 Pages; 38 Exhibits
商品交期: 最快1-2個工作天內
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全球零售服務解決方案市場 The Global Market for Retail Services Solutions
出版日期: 2014年05月30日 內容資訊: 英文 22 Pages; 38 Exhibits
簡介

POS,庫存管理,客戶服務,商品營銷等,在支援與改善零售部門各種業務和重要性高的工作流程的這點上,行動解決方案的影響可說是極大。在零售部門,在行動環境進行業務的人本來就很多,今後也將持續增加。使用行動裝置存取公司內部重要的內容和應用的這些員工,正改變零售產業的組織,成為提升業績和生產率、客戶服務到新層級的原動力,行動裝置原本的作用,也從輔助變成為順暢推進跟客戶的貿易談判等重要的工具。零售產業的企業,尋求可對應客戶用視訊播放,促銷活動的支援,Web的閱覽,線上訂貨等各種業務的下一代行動裝置,解決方案供應商方面,也配備大型的顯示器和直覺操作性的應用,致力於開發兼具可靠性和安全性,高性能的創新設備。

本報告提供零售產業的行動解決方案的趨勢和商機、主要的要求條件等分析、大幅成長可期之用途等揭示、給零售企業的投資帶來巨大影響的要素、現在最普及的行動裝置的形態、全球市場現況與預測,終端用戶的趨勢等。

摘要整理

  • 主要調查結果

全球市場概要與預測

  • 見解與預測:未來五年預測
    • 圖1:2013∼17年的行動硬體設備、軟體、服務的收益擴大預測
    • 圖2:零售產業的行動裝置相關投資的最重要指標
    • 圖3:行動技術相關預算的變化
    • 圖4:阻礙目標達成的主要原因

各市場比較與預測

  • 見解與預測
    • 圖5:全球市場的堅固型硬體設備的各設備類型出貨台數
    • 圖6:全球市場的非堅固型硬體設備的各設備類型出貨台數
    • 圖7:全球市場的堅固型硬體設備的各設備類型出貨收益
    • 圖8:全球市場的非堅固型硬體設備的各設備類型出貨收益
  • 促使軟體市場成長的行動應用程式的擴張與現代化
    • 圖9:各地區市場上零售產業行動軟體的收益
    • 圖10:零售產業行動應用程式的投資
    • 圖11:B2C行動應用程式的支援
    • 圖12:Windows Mobile 6.x的替換OS的必要性

終端用戶的趨勢和預測

  • 零售產業行動裝置選擇的決定性因素為企業功能
    • 圖13:行動裝置的主要選擇標準
  • 擴大的週邊設備市場
  • 堅固型設備的姿態變化
    • 圖14:現在導入的行動裝置與已計劃引進的行動裝置的形態
    • 圖15:對堅固型設備替換設備的期待
    • 圖16:現在導入的堅固型設備中預計換成非堅固型設備的比例

建議與結論

關於本調查報告

List of Exhibits (Excel File)

  • End User Exhibits
    • Exhibit 1: Which of the following best describes your organization? Column %
    • Exhibit 2: Which of the following rugged or non-rugged devices? Column %
    • Exhibit 3: For your next generation retail or hospitality solutions, is your organization considering non-rugged devices? Column %
    • Exhibit 4: Is your organization currently using or planning to deploy sleds for scanning and mobile payment with your smartphones and/ or tablets? Column %
    • Exhibit 5: When evaluating mobile devices to support RETAIL OR HOSPITALITY applications, what are the top three selection criteria? Column %
    • Exhibit 6: Which of the following mobile retail and hospitality applications is your organization currently supporting or planning to support? Column %
    • Exhibit 7: Is your organization currently or planning to deploy customer WiFi hotspots in your retail and/or hospitality establishments? Column %
    • Exhibit 8: Does your organization currently offer or plan to roll out B2C (Business to customer) mobile applications to engage with customers? Column %
    • Exhibit 9: Which of the following types of mobile B2C applications does your organization offer or plan to roll out? Column %
    • Exhibit 10: Which benefits are the TOP THREE most important metrics your organization uses to measure mobile retail and hospitality solutions? Column %
    • Exhibit 11: How does your organization currently source mobile retail applications? Column %
    • Exhibit 12: Considering your most recently deployed mobile retail applications, what development approach did you or your third party developers follow? Column %
    • Exhibit 13: When developing mobile retail applications, are you primarily developing apps for one or more mobile platforms? Column %
    • Exhibit 14: How do you expect your annual mobile budget to change? Column %
    • Exhibit 15: What - if any - type of formal BYOD (bring your own device) policy do you have in place? Column %
    • Exhibit 16: Do you expect your organization to formalize BYOD policies in the next 2 years? Column %
    • Exhibit 17: As part of your BYOD program does your organization provide (and support) mobile applications for frontline mobile workers for use on their personal devices? Column %
    • Exhibit 18: Mobile Device Management (MDM) helps companies manage the corporate policies, security, software and services for their smartphones and tablets. Has your organization invested in a MDM tool to manage your mobile devices? Column %
    • Exhibit 19: Which of the following corporate-owned rugged and non-rugged mobile devices are currently deployed Column %
    • Exhibit 20: Which of the following corporate-owned rugged and non-rugged mobile devices will you deploy in the next 18-24 months? Column %
    • Exhibit 21: When evaluating mobile devices for use by your organization's frontline workers, rate the importance of the following criteria on the selection of the device (where 7=Extremely important and 1=Extremely unimportant). Average
    • Exhibit 22: How likely is your organization to replace any of its rugged mobile devices with non-rugged (consumer-grade) devices in the next 2-3 years? Average
    • Exhibit 23: Please approximate what percent of your organization's currently rugged mobile devices you expect Column %
    • Exhibit 24: To what extent do you agree with the following statements about rugged devices? Average
    • Exhibit 25: Which of the following best describes your perception of ruggedized devices? Column %
    • Exhibit 26: Windows Embedded Handheld 6.x and Windows Embedded C.E. are the leading platforms for rugged handheld devices. Microsoft will sunset its support of Windows Mobile 6.x by 2020. Which OS will most likely replace Windows Embedded Handheld 6.x as the leading mobile OS for rugged handheld devices at your organization? Column %
    • Exhibit 27: Which benefits, if any, are the most important metrics your organization uses to measure mobile ROI? Column %
    • Exhibit 28: Which of the following are the top three most challenging barriers to your organization's recognition/implementation of its mobility objectives? Column %
    • Exhibit 29: How do you expect your organization's annual mobility budget to change next year? Column %
    • Exhibit 30: How would you rate your organization's mobile maturity in comparison to peers in your industry? Column %
    • Exhibit 31: Approximately how many full-time employees work for your organization at all offices, sites and locations? Column %
    • Exhibit 32: Which of the following most closely describes your title or job function? Column %
    • Exhibit 33: What were your organization's approximate annual revenues? Column %
  • Forecasts
    • Exhibit II-1: Global Mobile Solutions to Retail Sector Supporting Line of Business Applications (USD Millions)
    • Exhibit II-2: Global Mobile Hardware by Device Type to Retail Sector Supporting Line of Business Applications (USD Millions)
    • Exhibit II-3: Global Mobile Hardware by Device Type to Retail Sector Supporting Line of Business Applications (Units)
    • Exhibit II-4: Retail Mobile Software Shipments by Regional Market (USD Millions)
    • Exhibit II-5: Retail Mobile Professional Service Revenues by Regional Market (USD Millions)
目錄

From mobile point of sale (POS) to inventory management and from customer service to merchandising, the impact of mobile solutions to support and improve business and customer critical workflows in the retail sector is far-reaching. This sector has an inherently mobile workforce, which is estimated at XXX million workers and is expected to grow by X% through 2017. Equipping these workers with mobile devices and access to critical enterprise content and applications is transforming retail organizations and driving new levels of performance, productivity, and customer service. Meta trends impacting retailers such as omni-channel, mobile payments, customer privacy, and security are all impacting or influencing mobility investment strategies. This report analyzes these trends, the opportunity for mobility in retail, and key requirements according to retail technology decision makers.

What questions are addressed?

  • What is the market size and opportunity for retail mobility solutions?
  • Which mobile retail applications represent the greatest growth opportunities?
  • Which factors have the greatest influence over retail mobility investments?
  • Which mobile form factors are most widely deployed in support of retail solutions?
  • What are the greatest retail mobility investment barriers?
  • What are next-generation mobile device requirements?
  • How are mobile retail applications being sourced, developed, and supported?

Executive Summary

The role of mobile devices in retail operations is changing from supporting worker transactions to engaging customers. Retailers want their next-generation mobile devices to show customers videos, support promotions, browse the web, place online orders, and more. In addition, retailers are rolling out customer-focused mobile applications to provide better in-store experiences and better integrate brick-and-mortar and web presences. The shift in investment toward customer-facing solutions is driving demand for mobile devices with larger displays - such as tablets - and demand for more modern and intuitive applications. The move away from traditional retail mobile devices is not necessarily a move toward Apple, as Android is preferred to iOS and Windows still enjoys broad support. The market will reward solution providers that can deliver the right combination of innovative devices with the reliability, security, and performance that enterprise users require.

[Data available in full report]

Key Findings

Key Findings Mobility has gained strategic importance to retailers and budgets are rising. Investments in mobile solutions by retail organizations are expected to reach $X.X billion in 2014. Retailers are increasing spending for warehouse and in-store inventory management systems, but budgets for store-floor mobility projects are increasing even more. Overall annual mobility budgets among retail organizations are forecast to grow by XX.X%.

  • Mobile benefits that retail decision-makers are most focused on and are directing greatest investments toward include solutions that can demonstrate an increase in revenues, a reduction in operational costs, and also those influencing customer loyalty and repeat business.
  • Retailers are investing in a variety of B2B and B2C mobile applications. Leading line-of-business mobile applications range from material, inventory, and order management to customer payment transactions and mobile POS. In addition, providing more engaging experiences for customers is critical and has retailers investing in WiFi access for customers and other consumer applications such as online product comparison, mobile coupons, product lookup, and in-store location services. However, many of today's customer engagement applications lack meaningful functionality and users have not been extremely loyal.
  • Providing both time and location context could fundamentally change this and boost their value to customers, and especially enhance their in-store experience. Technologies like Low Energy Bluetooth-powered iBeacon are positioned to fill that void without the need for a persistent WiFi or cellular connection. The micro-location technology leverages low-energy/low-frequency Bluetooth technology (BLE) that is increasingly integrated within today's smartphones. These “beacons” ultimately enable mobile app experiences with much higher accuracy than GPS. This technology is uniquely positioned to address some of the major usage limitations of today's mobile solutions and potentially drive much higher customer engagement and loyalty.
  • Tablet demand is especially strong in retail and hospitality segments. VDC expects that tablet shipments to support retail and hospitality applications will grow from X.X million units in 2013 to almost X million units by 2017, representing XX% of mobile devices deployed by retail organizations. Apple and its iPad have experienced early success in the retail and hospitality sector, especially in the US. In more price sensitive regions Android tablets are beginning to gain traction. However, concerns regarding security with Android persist. Windows based tablets - while not widely deployed - are also beginning to be evaluated for retail workflows such as merchandising. End users express the desire to maintain Windows as their primary platform a key motivator.
  • Shipments of rugged handheld devices - widely deployed in the retail sector for data collection applications - contracted over the past two years. This was in part a function of retail organizations shifting investments towards more customer facing applications, for which smartphones and tablets were primarily used, and retailer's concerns regarding the outlook of rugged devices. Many of these issues pertained to the mobile OS outlook for rugged handheld devices. Microsoft will no longer invest in its Windows Mobile 6.x platform and support will expire by 2022. At the same time the introduction of Windows Embedded 8 Handheld has not been seamless with devices only beginning to be introduced in 2014 and support of Android among rugged OEMs has to date been mixed. While much of this will be sorted out through 2014/15, it is clear that retailers are in need of application migration and modernization solutions to provide a bridge from legacy Windows Mobile 6.x solutions.
  • BYOD policies among retail organizations are increasingly prevalent. Currently, XX percent of retailers support BYOD practices, and XX percent plan to support enterprise applications on personal devices. However, most of these devices are supporting employee access to email and contact management and are not considered viable for line-of-business mobile applications.

Global Market Overview and Forecast

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Ideas & Insights: Five-Year Forecast

Retail executives view mobility as a strategic necessity rather than a tactical requirement. The mobile workforce in the retail sector is massive and at XXX million mobile workers represents XX% of the global mobile workforce. However, most of these workers do not have access to mobile solutions that would enable a higher level of productivity and customer service. Consequently, retail organizations are expanding budgets for in-store mobility solutions and loosening requirements on devices and software platforms in hopes of achieving innovation. Retailers are planning to use mobile devices for next-generation loyalty and in-store marketing programs and to enable assisted shopping to help customers browse and purchase in the store or online. The new roles often won't be performed on the same rugged handheld computers that associates have used to take stock. These developments create many exciting possibilities for retail technologists but also many strategy and support challenges. Spending on professional services and mobile device management (MDM) solutions is rising as a result.

To support their strategic goals, retailers are planning to put many more mobile devices into their stores and to expand wireless connectivity, which is driving demand for more software and services. Spending on mobile hardware, software, and services will have a XX.X percent compound annual growth rate (CAGR) from 2013 to 2017 and will nearly double over that period to $X.X billion. Mobile device unit sales growth will be even higher as retailers roll out tablets, smartphones and other devices to support new applications while continuing to replace older devices that support legacy work processes.

Exhibit 1: Worldwide growth forecast for mobile hardware,
software, and services revenue, 2013-2017 (US $M)

About this Report

VDC Research's i2: ideas & insights reports provide clients with deep insights into product, market, channel, and competitive strategies and tactics. Using deep and rich datasets based on extensive primary research, the i2 reports provide clients with the insights they need to make strategic decisions for their business about the markets they are in and the markets they want to be in. Coverage includes a combination of market sizing, segmentation, forecasting, end-user requirements analysis, competitive analysis, and more.

XX Commercial in Confidence.

Table of Contents

Executive Summary

  • Key Findings

Global Market Overview and Forecast

  • Ideas & Insights: Five-Year Forecast
    • Exhibit 1: Worldwide growth forecast for mobile hardware, software, and services revenue, 2013-2017 (US $M)
    • Exhibit 2: Most important metrics for retail mobility investments
    • Exhibit 3: Mobile technology budget changes
    • Exhibit 4: Leading barriers to achieving mobility objectives

Comparative Forecast by Segment

  • Ideas & Insights
    • Exhibit 5: Global mobile rugged hardware shipments by device type (units)
    • Exhibit 6: Global mobile non-rugged hardware shipments by device type (units)
    • Exhibit 7: Global mobile rugged hardware shipments by device type (US $M)
    • Exhibit 8: Global mobile non-rugged hardware shipments by device type (US $M)
  • Mobile Application Expansion and Modernization to Lead Software Growth
    • Exhibit 9: Retail mobile software revenues by regional market (US $M)
    • Exhibit 10: Retail mobile application investments
    • Exhibit 11: Support for B2C mobile applications
    • Exhibit 12: OS most likely to replace Windows Mobile 6.x

End-User Trends and Insights

  • Enterprise Features Critical in Retail Mobile Device Selection
    • Exhibit 13: Top selection criteria for mobile devices
  • Peripheral Markets Growing
  • Changing Attitudes Toward Rugged Devices
    • Exhibit 14: Current and planned mobile form factor deployments
    • Exhibit 15: Rugged device replacement expectations
    • Exhibit 16: Percentage of currently deployed rugged computers to be replaced by non-rugged models

Recommendations & Conclusions

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