Wednesday, October 31, 2007

European Online Holiday Retail Sales To Hit €51 Billion

Net users in Europe will spend a projected €51 billion ($71 billion US dollars) online during the Christmas season this year, according to Forrester Research, Inc. For the full year 2007, Forrester projects European online retail to grow 58 percent year-over-year. Forrester’s holiday forecast covers 17 Western European countries and 22 retail categories, and draws upon its European Consumer Technographics survey as well as data from the Interactive Media in Retail Group (IMRG) for the UK.


Among the findings of this year's survey:

  • Consumers in the UK, Sweden, and Germany shop online far above the European average, with around 70 percent of Net users shopping online in those three countries. In Italy and Spain, the percentage of consumers making an online purchase is closer to 30 percent.


  • The largest online retail market is the UK with 27 million online shoppers expected to spend more than €700 each during the holiday shopping season — accounting for a record-breaking €20 billion in online sales. Germany’s online shopping spend has grown to €12 billion, followed by €6.5 billion in France, Italy with €2.1 billion, and the Netherlands with €1.9 billion.


  • The top three categories this year are leisure travel, clothing, and consumer electronics, which will account for over half of the Christmas season’s online spend.

  • More information can be found at www.CRMindustry.com.

    Tuesday, October 30, 2007

    Survey Reveals Disconnect in Social Media Marketing Programs

    According to a new survey by Coremetrics, social media marketing is quickly gaining popularity as a way to gain competitive edge. However, the survey also revealed that time and budget allocations are not yet reflective of this trend.

    The study found that the use of Web 2.0 or social media marketing tools, defined as user generated content (including reviews), RSS feeds, podcasts and wikis are becoming more important parts of a complete online marketing program. While most marketers recognize this trend, and are eager to participate, very few have budgets that are in line with that objective.

    The findings included the following:

    A clear disconnect between the desirability of social marketing and the budget allocated to it:

  • 78% of respondents see social media marketing as a way to gain competitive edge, but only 7.75% of total online marketing spend is devoted to it.


  • This compares with an average of 33% of spend going to online advertising and 28% to online promotion design and implementation


  • However, progress is being made in the field:

  • 58% of respondents have implemented user generated content or reviews in the past year

  • 31% of respondents have implemented a blog in the past year

  • 25% of respondents have implemented an RSS feed in the past year


  • The findings showed that most marketers have concrete plans to implement a social media marketing program at some point, even if not within the next twelve months. Of those marketers, the majority recognize the need to implement or improve their social marketing programs, but cite a lack of tools and expertise as their biggest challenges.

  • 50% of respondents plan to implement user generated content or reviews

  • 22% of respondents plan to implement a blog

  • 20% intend to implement social networks, and another 20% plan to implement an RSS feed


  • It is not just social marketing activity objectives that are misaligned with time and budget allocation:

  • Search Engine Optimization (SEO) was ranked as the #1 priority over nine other choices, including email campaigns and online analytics, but ranked only fourth in terms of both time and budget allocation


  • Email campaigns continue to demand most of a marketer's time (22% on average), while the biggest portion of budgets (33% on average) go to online advertising. This is despite the fact that SEO was consistently ranked as the #1 priority


  • Online promotion design and implementation was ranked as relatively unimportant, (#5 of 9) but comes in third in terms of both time and budget allocation, ahead of SEO, online campaign analytics and email marketing programs, among others


  • More information can be found at www.CRMindustry.com

    Monday, October 29, 2007

    Study Finds the World's Leading Corporate Innovators Stepped Up R&D Spending in 2006

    Booz Allen Hamilton’s third annual analysis of the world’s 1,000 largest corporate R&D spenders, finds that these corporations increased their R&D investment last year by twice the dollar amount of 2005’s R&D spending rise. For the first time in four years, the pace of R&D spending in 2006 caught up to the rate of sales growth among these companies. North American headquartered companies led the way with the largest increase in absolute spending; R&D investment in emerging markets continues to grow rapidly, but remains a relatively small percentage of the global total.

    Booz Allen also identified three distinct corporate innovation strategies, but concluded that the most significant performance differences lay not in which innovation strategy was used, but in how tightly it was aligned with overall corporate strategy. Companies that get the greatest return from their R&D investment also attributed much of their success to their focus on customer insight throughout the innovation process. In fact, companies that emphasize direct customer engagement reported three times higher operating income growth, 65% higher total shareholder return, and two times greater return on assets than companies less focused on customer feedback.

    R&D spending caught up to sales growth in 2006. R&D spending by the Global Innovation 1000 rose last year by $40 billion to $447 billion, a 10% increase. The gain is double the group’s five-year compound annual growth rate and an amount more than twice the 2006 Gross Domestic Product of the Republic of Ireland. And for the first time in four years, the ratio of R&D-to-sales leveled off, ending a sustained four-year decline, with R&D spend matching sales growth (which was also 10%)

    Companies headquartered in North America increased their absolute R&D spending by 13%, representing the largest source of dollar growth among the Global Innovation 1000. North American headquartered firms sustained their lead in innovation spending, having increased their absolute R&D spending by $21 billion in 2006, as compared with China and India which increased spending by only $400 million during the same period. Companies headquartered in China, India and the rest of the developing world represent just 5% of overall corporate spending on R&D in 2006, but their five-year average growth rate suggests a desire to catch up quickly. China and India grew their 2006 spend by 25.7% over last year, in keeping with a five-year average rate of growth of 25%.

    Most companies adopt one of three strategies for effective innovation. Booz Allen identified three distinct corporate innovation strategies, through analysis of a subset of this year’s 1,000 top R&D spenders, surveys and follow-up interviews with C-level executives. However, no one of these three strategies consistently outperforms the others:

    Need Seekers — Actively engage current and potential customers to shape new products, services and processes, and strive to be first-to-market with those products. The DeWalt division of Black & Decker, for example, stresses engagement with customers, and grew its U.S. power tools business from $150 million to more than $2 billion, increasing market share from the teens to 50%. DeWalt’s engineers and marketing product managers regularly visit homebuilding job sites to study building trends and their impact on the company’s products.

    Market Readers — Watch their markets carefully, but prefer to maintain a more cautious approach, focusing largely on driving value through incremental change. Plantronics, a maker of headsets and other audio equipment, closely follows technological and user trends in both the commercial and consumer market, creating strategic partnerships with its major corporate customers and relying on a set of strategic filters, such as potential return of investment and sales forecasts, to determine what products to bring to market.

    Technology Drivers — generate product ideas by deploying their technological skill and relying on unarticulated customer needs for product inspiration, rather than following the market or direct customer input, to drive both breakthrough innovation and incremental change. Siemens, the German engineering and electronics leader, aligns its long-term innovation portfolio around certain megatrends, such as the rise of personalized healthcare.

    Companies that more closely align their innovation model with their corporate strategy perform better. Companies that align their corporate and innovation strategies have superior financial performance, with 40% higher operating income growth and twice the shareholder returns over the last three years than companies with strategies that are less well-aligned.

    More than 11% of companies are High-Leverage Innovators. Compared with others in their industries, 118 of the 1,000 companies studied consistently outperformed their peers over the entire five-year period, while simultaneously spending less on R&D as a percentage of sales than their industry median, marking a more than 25% increase in the number of companies that earned recognition in this category compared to last year.

    These High-Leverage Innovators attribute much of their success to their focus on the entire innovation value chain, from generating new ideas, to product development, to marketing. All appeared to work hard to make sure their innovation strategies were closely aligned to overall corporate strategy. And all shared a focus on the customer, and the processes they employed to maintain their customer focus throughout the innovation value chain.


    More information can be found at http://www.crmindustry.com/

    Friday, October 26, 2007

    Asia Pacific Customer Relationship Management Software Market Set to Grow by 16.8 Percent Annually to 2011

    As enterprises continue to invest in front-office applications, customer relationship management (CRM) software revenue in Asia Pacific is forecast to grow at a compound annual growth rate (CAGR) of 16.8 percent from 2006 to 2011, according to Gartner, Inc. With Australia leading adoption in Asia Pacific with 42.8 percent of the region’s CRM market in 2006, growth will continue to be buoyant in this market, with a forecast CAGR of 15.5 percent to 2011.

    The strong performance of the CRM software market across Asia Pacific is being fueled by growth across all subsegments and in particular marketing which accounted for 23.5 percent share of CRM software revenue. Unlike the U.S., where the explosive growth of software as a service (SaaS) solutions has driven demand, the Asia Pacific region is still driven by more traditional deployment of CRM applications.

    Despite this, the continuous push of on-demand solutions and market consolidation will continue to stimulate growth. In Australia, the mature IT infrastructure and strong vendor sales and channel infrastructure, as well as the availability of integration and support services, will ensure continued market penetration.

    More information can be found at www.CRMindustry.com

    Thursday, October 25, 2007

    New Study Reveals Behavior of CRM Users

    A recent survey of 1000 B2B sales organizations using the Salesboom.com CRM platform reveals some interesting data on their behavior when using CRM.

    Key highlights from the CRM User Behavior study include:

  • 67% of users continuously seek shortcuts to complete a task.

  • Frequent CRM logins directly correlate to improved task times.

  • Workflow automation significantly increases sales when utilized.

  • Utilizing Leads Web Capture Tools generates more deals.

  • Only 32% of sales organizations utilize Proposal and Quote Management within CRM.

  • Only 39% of sales people fully use CRM to their advantage.

  • 1 of 3 sales people use Events and Tasks religiously.

  • Only 19% of users attempt to build custom reports.

  • Formal CRM training increases adoption of CRM.

  • 46% of users re-click on a link if load-time is over 2-3 seconds.

  • 71% of users prefer the integrated email client over MS Outlook, when available.

  • 36% of sales users complete more tasks on time when using Real Time Alerts.

  • 68% of administrators don't utilize a sandbox when customizing CRM.

  • Organizations with highest user adoption rates frequently customize their CRM.

  • Service Organizations that use Self Service Portal and Knowledge Base close cases 18% faster, on average.

  • Utilization of Real Time Alerts closes cases 24% faster, on average.

  • Organizations who fully adopted CRM, close deals 36% faster, on average.

  • Ajax notes facilitate 61% more data entry compared with regular post style notes.


  • More information can be found at www.CRMindustry.com.

    Wednesday, October 24, 2007

    Personalization More Important Than Ever

    As customers -- especially younger ones -- come to expect rich and personalized online experiences in their leisure hours, they will expect it of their services and solutions providers as well. Findings from ITSMA’s recent survey, How Customers Choose, demonstrate that personalization is a factor in the degree to which customers value the emerging digital media offerings from their B2B providers. Though many of these tools are crude and experience and expertise in deploying some of them are limited, marketers who don’t personalize their marketing will miss out on an opportunity to reach customers more directly -- and with lower costs -- than more traditional marketing vehicles offer.

    Perhaps the clearest evidence of customers’ hunger for more personalized information from providers is their clear rejection of traditional, undifferentiated one-to-many communications. Of the 346 technology buyers surveyed by ITSMA, 83% said they no longer read unsolicited e-mail. Okay, so maybe that’s not very surprising. But here’s where personalization plays into the picture: Asked if they would read unsolicited marketing materials that contain ideas that might be relevant to their businesses, such as success stories, research reports, and Webinar invitations, 75% said they would.

    Now, here’s the interesting part: Asked if they would pay attention to these marketing materials even if they were from solution providers they had not previously done business with, a whopping 92% said they’d take a look. Think you can take your loyal customers for granted by giving them generic marketing campaigns? Think again.

    Today, email is the dominant channel for delivering personalized digital marketing strategies, mostly because it’s relatively simple to automate the campaigns. But personalized Websites (a.k.a. microsites) and customized landing pages for customer -- both of which have much more potential to build and maintain customer relationships -- are gaining momentum. They are held back by the relative lack of tools for automating the process, though such tools are becoming available.

    It’s important to begin experimenting with online personalization, because one day, online interactions are going to approach the kind of intimacy and value of in-person executive meetings -- at a fraction of the cost. But even today, customers are increasingly looking to the Web to make their purchasing decisions, and when they do, you need to make sure they find exactly what they are looking for.

    More information can be found at www.CRMindustry.com.

    Sunday, October 21, 2007

    Why Hosted CRM Implementations Fail

    CRM implementations have suffered through a spotty history since the mid 1990s. Everyone has heard the countless stories of CRM implementation failures — and the unfortunate people that were removed from their organizations as part of the downfall. This most recent survey conducted by CRM Landmark attempted to discover the frequency and causes of this long-standing issue with regard to the SaaS CRM market.

    The CRM implementation failure survey conclusions are as follows:

  • Presumably due to smaller and/or more phased and piecemeal implementations, the frequency and effects of hosted CRM failures are somewhat less than their client/server CRM predecessors.

  • A key factor in historical CRM failures - user adoption - seems to be less of a factor with hosted CRM implementations. Nonetheless, change management plays a critical role during any implementation.

  • Primary factors related to hosted CRM implementation failures included a lack of project management during the implementation, lack of executive sponsorship, resistance to change (including hidden agendas), immature product solutions and a failure to clearly define the project objectives, business requirements and critical success factors.


  • Possibly the most notable project failure factor and one that represents a change from the prior era of CRM applications is the decreased citing of user adoption as a key challenge during the implementation process. While an initial inference would suggest that the hosted CRM applications have de-emphasized user adoption challenges as they are simpler or easier to use than their client/server predecessors, further analysis also reminds us that the scope and depth of hosted CRM applications often does not yet match that of prior periods. The media attention surrounding user adoption has also brought this issue to the mainstream which has undoubtedly resulted in better implementation planning and execution.

    More information can be found at www.CRMindustry.com.