Drive Your B2B Digital Transformation and Revenue with SaaS Commerce

Drive Your B2B Digital Transformation and Drive Revenue with SaaS Commerce

Liz Herbert, VP, Principal Analyst

3

We work with business and technology leaders to develop customer-obsessed strategies that drive growth.

© 2016 Forrester Research, Inc. Reproduction Prohibited

© 2016 Forrester Research, Inc. Reproduction Prohibited 4

Welcome to the age of the customer

Source: “Winning In The Age Of The Customer” Forrester report

Definition: A 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers

https://www.forrester.com/report/Winning+In+The+Age+Of+The+Customer/-/E-RES119546


Businesses must rethink their competitive advantage . . .

Source: “Understand The Digital Business Landscape” Forrester report

https://www.forrester.com/report/Understand+The+Digital+Business+Landscape/-/E-RES115756

https://www.forrester.com/report/Understand+The+Digital+Business+Landscape/-/E-RES115756


SaaS enables speed, agility, and new digital business models

7© 2016 Forrester Research, Inc. Reproduction Prohibited

SaaS Enables The New Era Of Digital Business

SaaS is a key enabler for theAge of the Customer


Need for speed drives SaaS adoption

Note: Select response options shownSource: Forrester’s Business Technographics® Global Software Survey, 2015


SaaS continues to displace on-premises systems across categories

Source: “The Public Cloud Market Is Now In Hypergrowth” Forrester report

https://www.forrester.com/report/The+Public+Cloud+Market+Is+Now+In+Hypergrowth/-/E-RES113365

https://www.forrester.com/report/The+Public+Cloud+Market+Is+Now+In+Hypergrowth/-/E-RES113365


SaaS growth continues across categories

Source: Forrester’s Global Business Technographics® Software Survey, 2015; Forrester’s Business Technographics Global Software Survey, 2014; Forrester’s Forrsights Software Survey, Q4 2013


But, concerns linger and not all SaaS is created equal


57%say security

is a concern

Source: Forrester’s Business Technographics® Global Software Survey, 2015; January 20, 2015

Base: 972 Global software decision-makers

49%say costis a concern

47%say compliance

is a concern

Buyer Concerns Still Linger

46%say vendor lock-in is a

concern



Four necessary elements to mitigate SaaS riskApproach GoalsDue diligence Assess the solution

Recognize the take it or leave it nature of XaaS – and make an informed decision

Contracting Get legal and financial commitments from the vendorClarify expectations on all sides

Add-on tools Plug gaps with add-ons for security, performance, backup, and more

Vendor management Monitor the solution and be informed. Recognize that the solution will not be static in XaaS models



You must balance value with risk

CostSpeed

User adoptionFlexibilityUpgrades

Loss of controlVendor lock-in

Long-term TCOSecurity

Vendor viability



XaaS requires unique buying considerations

Architecture•Multitenancy•Approach to customization•Programming languages for development•Integration tools•Control of upgrade timing•Data center/ hosting

Financials•Company size•SaaS customers•Growth•Investors•R&D•Platform dependence

Ecosystem•Technology partners•Implementation partners•Marketplace•Ease of deploying add-on solutions•Community ratings•Developer community

Security•Single sign-on•Disaster recovery•Encryption•Access rights•Physical security


The future of SaaS


Clients see long-term value in SaaS›Rapid scalability

›New customer experiences

›Many-to-many collaboration

›New business models


SaaS Ecosystem

IoT

PublicInternet

What’s next: SaaS enables digital ecosystems

SaaS ecosystems connect employees, customers, partners, and devices – and have the power to disrupt business models


SaaS ecosystems will disrupt industries and create new industry leaders› Smart, real-time engagement with partners and customers

› New business models built for the service economy

› Centralized source of aggregate data creates unique analytics

Winners will own their markets and create a high barrier to entry for competitors

forrester.com

Thank you

Liz [email protected]

Welcome to theAge of the Customer

@ToddSurdey

Todd Surdey SVP, Salesforce

Cloud

Mainframe

1960s 1980sClient/Server

Today

New Technology ModelNew Business ModelNew Philanthropic Model

Benefits of Enterprise Cloud Computing & SaaS

Enterprise cloud computingThe Cloud is the Fastest Path to Success

Fast Innovative Open Easy Trusted

No HardwareNo SoftwareFaster ROI

FlexibleAutomatic Upgrades

Continuous Improvement

Any DeviceAPI First

Data Portability

SecureTransparentPerformance

at Scale

Subscription Model

Real-time CustomizationsAppExchange

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The only proven eCommerce platform developed natively on Salesforce


Completing the Vision of One View of the Customer Native on Salesforce


Global Growth Across the B2B Commerce Landscape


Proven Global Success Across B2B industries

Consumer Products

Software, Media, Publishing Manufacturing & Distribution Healthcare & Life

Sciences