Upload
nitin-gokhale
View
217
Download
0
Embed Size (px)
Citation preview
8/2/2019 Gartner Mobility 2011
1/22
This presentation, including any supporting materials, is owned by Gartner, Inc. and/or its affiliates and is for the sole use of the intended Gartner audience or other
authorized recipients. This presentation may contain information that is confidential, proprietary or otherwise legally protected, and it may not be further copied,distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates. 2011 Gartner, Inc. and/or its affiliates. All rights reserved.
Katja RuudResearch Director
How to Excel with Enterprise Mobility as aCSP
#GARTNER
8/2/2019 Gartner Mobility 2011
2/22
Gartner at a Glance
775Analysts
11,500Client
Organizations
290,000Client
Interactions
VerticalCoverage
in NineIndustries
5,500
Benchmarks
10,000Media
Inquiries
World'sLargest
Communityof CIOs
55
Conferences
75% ofGlobal 500
1,500Consulting
Engagements
Clients in85 Countries
70% ofFortune 1000
470Consultants
8/2/2019 Gartner Mobility 2011
3/22
This presentation, including any supporting materials, is owned by Gartner, Inc. and/or its affiliates and is for the sole use of the intended Gartner audience or other
authorized recipients. This presentation may contain information that is confidential, proprietary or otherwise legally protected, and it may not be further copied,distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates. 2011 Gartner, Inc. and/or its affiliates. All rights reserved.
Katja Ruud
How to Excel with EnterpriseMobility as a CSP
8/2/2019 Gartner Mobility 2011
4/22
Make your clients life easier
Geography
Travelling employees?
Mobilising Processes
Where & When?
How & Who?
Technology
Whats the value?
Mobile App Platforms
TBD
Your Performance
How well the job is done?
How consistent?
Temporary Locations
Cost
How?TBD
8/2/2019 Gartner Mobility 2011
5/22
Agenda
What will be the key mobile technology and markettrends through 2015
Mobile broadband What price plan & what is theuse case?
Customer Experience A great source ofcompetitive differentiation
4
8/2/2019 Gartner Mobility 2011
6/22
Enterprise Mobility Trends 2011 & 2012
Sourcing more effectively and having better visibilityMobile communications and mobilised applications
facilitate business transformation
More effective use of the Mobile
Customer Experience Significant
Mobile data pricing
Reducing roaming chargesMDM
Sourcing getting broader in Scope
5
8/2/2019 Gartner Mobility 2011
7/22
Key Mobile & Wireless Technologies`
6
TechnologyTrigger
Peak ofInflated
Expectations
Trough ofDisillusionment
Slope of EnlightenmentPlateau of
Productivity
timeYears to mainstream adoption:
less than 2 years 2 to 5 years 5 to 10 years more than 10 yearsobsoletebefore plateau
As of August 2011
802.11ad
802.11ac
Context DeliveryArchitecture
Mobile ConsumerApplicationPlatforms
4G Standard
6LoWPAN
Machine-to-MachineCommunication Services
Mobile Device Management
Software-DefinedRadioHosted VirtualDesktops
Network Access Control802.11n
Mobile Enterprise Applications via SaaS
Location-AwareTechnology
Location-Aware Applications
Mobile EnterpriseApplication Platforms
Investment
WiFi
MDM
Mobile Apps
Hype Cycle for Wireless Devices, Software and Services, 2011 - G00214878
8/2/2019 Gartner Mobility 2011
8/22
2015Mobile is core, rather than add-on?
7
Wirelessly connected machines, integration of mobiles with consumer electronicsPeripherals for handsets
There's an app for everything
NFC for "touch to act" applications and m-payment
Wider range of business models & services, e.g. healthcare
8/2/2019 Gartner Mobility 2011
9/22
The "New Normal" in Corporate Mobility
How many different smartphone & tablet
platforms do you expect to be used byyour employees in 2012?
1. Employees will use many
devices and platforms, you can'tenforce standards
2. Employees will sync databetween devices via the cloud
3. Diversity will increase, no
platform, form factor ortechnology will dominate.
4. Consumerisation always wins,"enterprise" devices remain aniche
5. Mobile apps & services will be as
much of a challenge as devices6. Consumer mobile apps are
setting new expectations forusability, cosmetic appearanceand behaviour
0
5
10
15
20
25
30
35
1 2 3 4 5 6 >6
USA
0
5
10
15
20
25
30
35
1 2 3 4 5 6 >6
Europe
8/2/2019 Gartner Mobility 2011
10/22
Mobile Broadband - More Options Needed
9
CappedPure
VolumeFavoredCountry
TotalEnterprise
TrafficPriority
SpeedBased
FlatrateOverseas
AutotieringPreferredNetwork
CappedPure
VolumeFavoredCountry
TotalEnterprise
TrafficPriority
SpeedBased
FlatrateOverseas
AutotieringPreferredNetwork
Marketing Essentials: Strategic Options to Get Out of the Flat-Rate Trap for EnterpriseMobile Broadband Pricing - G00211282
8/2/2019 Gartner Mobility 2011
11/22
LTE Exampel Use cases
10
WANBackhaul
M2M
Broadband toremote locations
Construction Video
E-health
Market Trends: Worldwide, CSPs Should View LTE as a Further Path Into theEnterprise, 2011 - G00214973
8/2/2019 Gartner Mobility 2011
12/22
Mobile Broadband Challenge toArticulate Business Value needs Actions
Mobile Data Pricing More options critical, must meetrequirements more closely.
Present transparent use cases that illustrate businessvalue. The added value of LTE must be very clear, toenable price distinctions from lower-speed second-generation (2G) and 3G services.
Identify early adopters that require data capabilitiesbeyond 3G. Product bundles should address featurefunctionality (eg. HD Video) and SLAs.
Mobile broadband will not be a perfect substitute for fiberor VDSL for all content. CSPs with both fixed and mobilecapabilities should have a complementary strategy in thisregard.
11
8/2/2019 Gartner Mobility 2011
13/22
Why is it that myAccount Manager cant
do anything?
Customer ExperienceRecent Customer Feedback
Why dont I hear backfrom my RFP?
If only they wouldonly install myservices, when they
say they will
What is the real valueof consolidating
sourcing?
Why is it that I can onlybuy X of I also by Y
I need a pricing planthat works for me
Marketing Essentials: How CSPs Should Develop Mobile Services SLAs for EnterpriseCustomers (G00201313)
8/2/2019 Gartner Mobility 2011
14/22
Recent Positive Client Feedback:
My CSP is getting better atunderstanding what my business isabout, and how they fit in
My CSP is
moreinnovative
My CSP a isbecoming more
consistent
My CSP is more
flexible eg inpricing structure
Marketing is veryprofessional
My CSP is keen& pragmatic
Pricing is stillgood
My CSP beats rather than meetdeadlines, that signals organization
and structure
8/2/2019 Gartner Mobility 2011
15/22
Required - Service experience
Service experience is much more than:- what the customer buys eg. services
- the price they pay
- short response times in the call center
Service experience represents:
- a balance between functional needs and emotional needs
CSPs need to:
Define it, articulate internally, deliver externally
8/2/2019 Gartner Mobility 2011
16/22
15
Customer Experience what is included
Action:
Translate the customer experience into each customer touch point
Make customer experience metrics visible to the enterprise customers
Look for marketable examples of good customer experience
Pre-Sales,Sales & Bid
MgmtBilling Reporting
Eagerness Support
Service
Roadmap
KPIs, SLAs Flexibility Attitude
Market Insight: CSPs' Focus on Customer Experience Will Hit the Spot With EnterprisesG00207186
http://my.gartner.com/portal/server.pt?open=512&objID=256&mode=2&PageID=2350940&resId=1453032&ref=Browsehttp://my.gartner.com/portal/server.pt?open=512&objID=256&mode=2&PageID=2350940&resId=1453032&ref=Browsehttp://my.gartner.com/portal/server.pt?open=512&objID=256&mode=2&PageID=2350940&resId=1453032&ref=Browse8/2/2019 Gartner Mobility 2011
17/22
Polling Question
Do you make customer experience metricsavailable to your customers?
1. Yes, lots if at least 5 variants
2. Yes, some if something
3. No, none if nothing
16
8/2/2019 Gartner Mobility 2011
18/22
A Concrete Example:RFP BasicsUnless instructed otherwise
Spell check Take out rude nicknames for client used as placeholders
Take out names/locations/applications of the other company, ifcopying text from other responses
Ensure the electronic copy does not have a virus attached
Be consistent always eg. definitions and in response eg. manageall third party yes but elsewhere not where there are regulatorylimitations
Always answer Yes/No questions with a Yes or a No by all meansprovide supporting material, but dont leave reader searching for the
answer
Don't respond in word, note that tracked changes appear in someversions.
Answer in the required language
17
8/2/2019 Gartner Mobility 2011
19/22
Summary
Enterprise mobility, much is about price but alsomuch more
Opportunities in mobile broadband, enabling thecustomers businesses and their transformation
Challenges include to articulate the businessvalue of eg new services above and beyondexisting or consolidated sourcing
Customer experience increasingly important, ahuge opportunity
The market is still there to be won.
8/2/2019 Gartner Mobility 2011
20/22
Related Gartner Research
Market Trends: Worldwide, CSPs Should View LTE as a Further Path
Into the Enterprise, 2011 (G00214973)
Market Trends: Worldwide, CSPs Advance Their Positions in the B2BHealthcare Segment, 2011 (G00213781)
Market Trends: Europe, Fixed-Mobile Substitution Accelerates in theEnterprise Market, 2011 (G00211833 )
Marketing Essentials: Strategic Options to Get Out of the Flat-RateTrap for Enterprise Mobile Broadband Pricing (G00211282)
SWOT: Vodafone, Business Offerings, Worldwide (G00209380)
SWOT: Sprint, Machine-to-Machine Business, Worldwide (G00216739)
Competitive Landscape: Managed Mobility Services (G00214371)
Market Trends: Mobility Solutions in Vertical Markets (G00218966)
Marketing Essentials: How CSPs Should Develop Mobile ServicesSLAs for Enterprise Customers (G00201313)
The M2M Market Evolution: Growth Attracts Everyone (G00213359)
For more information, stop by Gartner Solution Central or email us at [email protected].
mailto:[email protected]:[email protected]8/2/2019 Gartner Mobility 2011
21/22
Gartner Symposium/ITxpo: The world's most importantgathering of CIOs and senior IT executives
Hundreds of analyst-led sessions, workshops, how-to clinics and more
Role-based tracks designed to address your key priorities and challenges Immediately actionable take-awaysa clear action plan for the next three, six and 12 months
Mastermind Interview Keynotes with industry leaders
ITxpo exhibit floor with hundreds of top solution providers and exciting startups
October 29 31 So Paulo, Brazil
November 5 8 Barcelona, Spain
November 12 15 Gold Coast, Australia
August 2830, Cape Town, AfricaOctober 3 5 Tokyo, Japan
October 10 12 Goa, India
October 21 25 Orlando, FL
Visit gartner.com/events
8/2/2019 Gartner Mobility 2011
22/22
Visitgartner.com/webinars
Today's presentation will be available in
24 hours
Check out the schedule of upcoming Gartnerwebinars (plus on-demand webinars) and don'tforget to share these resources with yourcolleagues
Contact your Gartner account executive with anyadditional questions, comments or for acomplimentary copy of today's presentation
Simple steps for increasing the value
of today's webinar experience
21
http://www.gartner.com/webinarshttp://www.gartner.com/webinarshttp://www.gartner.com/webinars