Support Services ChampionsService Technology Spending and Adoption

Trends

John Ragsdale

VP, Technology Research

Member Technology Survey:High Level Findings

• Planned spending remains very high– Little adoption increases over 2010, indicating extended

sales cycles

• Communities are king– Adoption growing across all disciplines,

merging of employee/partner/customer communities

• 2011 kicks off major overhauls of infrastructure– SaaS forcing replacement of legacy CRM, incident

management

• OnDemand or else– Buyers want SaaS solutions on the shortlist for

comparison…and increasingly for purchase

2011 TSIA Technology Heatmap

Blue 0-25%, Yellow 25-50%, Orange 50-75%, Red 75-100%

Categories with Increase in Adoption Over Last Year

• Online communities– Last year, 48% of TSIA

members offered a customer discussion forum. Adoption by all TSIA members grew to an average of 77%.

ES FS PS SS0%

10%

20%

30%

40%

50%

60%

70%

80%

90%80%

69%

57%

82%

Online Community Adoption

Online Community Tools

2%11%

8%

5%

3%2%

56%

14%

2006

InfoPop/Social Strata JiveKnova/Consona LithiumRamius vBulletinHome grown Other

5%9%

9%

13%

11%4%5%

30%

14%

2011

Consona InQuiraJive LithiumMoxie phpBBRightNow Home grownOther

Community Products by Vendor Type

16%

8%

20%

56%

2006

Support CommunitiesGeneric forumsKnowledge vendorsHome grown

22%

18%

30%

30%

2011

Support CommunitiesGeneric forumsKnowledge vendorsHome grown

Categories with Increase in Adoption Over Last Year

• Social media/social service– Adoption of social

service tools grew from 30% in 2010 to 33% in 2011

– Boost from multi-channel and CRM vendors embracing social channels

ES FS PS SS0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

27%

21%24%

40%

Social Media Adoption

Social Service Tools in Place

7%3%

11%

5%

8%

30%

22%

16%

Consona eGainInQuira JiveMoxie SalesforceHome grown Other

Growth of SaaS Example: Incident Management

2011

2006

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%

40%

12%

42%

72%

18%

16%

SaaSOnPremHome Grown

Spending: Percent of Members with Budget 2011-2012

0%

10%

20%

30%

40%

50%

60%48%47%

44%38%37%35%

30%30%30%29%27%26%26%26%23%23%21%20%19%17%17%16%

10%10%

Categories with High Planned Spending for 2011-2012

• Online communities– Member average 48%– ROI becoming clearer,

peer-to-peer support working well for B2B

– Employee communities proving value in FS and PS

– Blending of employee and customer communities ES FS PS SS

0%

10%

20%

30%

40%

50%

60%

70%

58%

50%

31%

55%

Online Community Spend-ing

Categories with High Planned Spending for 2011-2012

• Social Media/Social Service– Member average 29%– Internal use of social

media climbing

ES FS PS SS0%

5%

10%

15%

20%

25%

30%

35%

0%

14%17%

31%

Social Media

Categories with High Planned Spending for 2011-2012

• Knowledge/Content Management– Member average 44%– Finally, first generation

KB tools overhauled– New tools often part of

KCS adoption– CIO driving knowledge

capture projects due to retiring baby boomers

ES FS PS SS0%

10%

20%

30%

40%

50%

60%

45%50%

28%

50%

KM/CMS Spending

Final Thoughts…• “Best of breed” for communities

still requires multiple products– Forum + KM + Search +

Analytics• Remember that SaaS products

have advantages AND disadvantages– Ease of implementation and

low cost vs. depth and breadth, especially for reporting

• For more detail: Technology Spending and Adoption Trends, today at 4:15 PM in Grand B

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