CRM Directory - Customer Relationship Management Software Solution Community - US Small Contact Centers Will Increase Their Technology Spending from $821M in 2004 to $972M in 2009

US Small Contact Centers Will Increase Their Technology Spending from $821M in 2004 to $972M in 2009

Posted by Don Panek - CRMDirectory Editor

DUBLIN, Ireland--Research and Markets (http://www.researchandmarkets.com/reports/c78853) has announced the addition of SMB Vendor Opportunities and Strategies: The Market for Enterprise Apps, Security, Systems Management and Outsourcing to their offering.

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Key issues examined in this report...

- On demand. SMBs are attracted to the opportunity to have access to the types of functionality larger companies have expected for some years, and the SMB segment will be responsible for the most revenue generated through 2009, in both on demand CRM and on demand ERP.

- Managed mobile services. Interest has increased significantly in the last two to three years and it is one of the few markets where the market opportunity for SMBs is greater than medium to large organizations from a value and growth perspective.

- Contact centers. SMBs are driving contact center spending in the US and Western Europe; US small contact centers will increase their technology spending from $821m in 2004 to $972m in 2009.

- Outsourcing. Although the percentage of SMBs that outsource or would consider outsourcing is relatively low, vendors should continue to target SMBs for outsourcing since there are areas that SMBs often need external support with security and email issues.

SMB Vendor Opportunities and Strategies

How to effectively target this fast-growing sector

The SMB market is huge and has historically not in vested heavily in IT. In consequence it represents a rich source of new revenue opportunities vendors as growth in enterprise IT spending slows down. There are not only a huge number of SMBs to target, but many in this sector are willing to innovate or implement new working practices, which require technology to them, such as remote working. There are also a range of new challenges, which vendors need to consider when developing their SMB market strategy. SMB Vendor Opportunities and Strategies: The market for enterprise apps, security, systems management and outsourcing is a new report published by Business Insights that examines what SMBs are looking for from an IT solution and their IT spending forecasts. This new report explores the SMB market opportunity in detail f or enterprise applications, security, collaboration, mobility, contact centers and outsourcing technologies and services. Identify the vendors that SMBs consider to be market leaders and recommendations for each technology area to help vendors refine their marketing strategy in this new report.

This new report will enable you to...

- Identify and quantify future growth opportunities based on this report’s analysis on value and volume breakdowns for different market segments, up to 2012.

- Enhance the competitiveness of your products and services with this report’s strategic recommendations detailing how to improve your go-to-market strategy, SMB IT spending habits, purchasing behaviour, vendor preferences and influential people within the SMB sector.

- Understand key dynamics and factors influencing the SMB market to enable you to assess your company’s position in the market.

- Assess the SMB competitive landscape with this report’s insight into market drivers and barriers to technology adoption. The report includes explanations of new delivery models that suit the SMB market such as hosted and on demand.

Key findings from this report...

- In each of the SMB is the fastest growing market examined in this report. Key Organizations with 250-999 employees are growing at a CAGR of 9.4% in the enterprise applications market from 2005 to 2010.

- Within the next two years small enterprises be investing far more in mobile devices and applications, driven by the fact that mobility can improve business functionality and create more flexible working.

- IP is changing the way people work, particularly at the SMB level. Smaller SMBs are expected to adopt IP technology in the coming years as part of their contact center solutions.

- SMBs are not always risk-averse. The lack of legacy issues, specialized nature of their business and the pressure to differentiate make smaller enterprises more likely to take risks with new technologies. Very large enterprises tend to focus on strategic issues such as a vendor’s financial stability or breadth of their solution offering.

Your questions answered...

- Where are the growth opportunities in the SMB market?

- What areas of IT are SMBs investing in?

- How should vendors target the SMB market?

- What are the barriers to adoption of technology?

- Which vendors do SMBs consider to be leaders in their field?

- How do SMBs prefer to buy technology (e.g. hosted/ on demand delivery is popular with SMBs)?

- Would SMBs consider outsourcing?

- Who are the most influential people in IT buying decisions in SMBs?

Content Outline:

SMB Vendor Opportunities and Strategies

Executive Summary