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1. Social Media Is Changing the Face of Customer Service

   Social media interactions are dramatically changing the way businesses interact with their customers. Contact centers that can analyze, monitor and integrate real-time communications with social media to improve the overall customer experience will gain broad-reaching benefits.

   Jul. 29, 2010 | Report | by Sheryl Kingstone 

2. 2010 FastView Survey: Cloud Computing Grows Up

   Cloud computing overall is on the cusp of broad adoption in enterprises, but the specific use cases, challenges and attitudes toward the cloud vary widely depending on cloud type and app. Data from Yankee Group's Anywhere Enterprise: 2010 U.S. Cloud Computing FastView Survey breaks down the state of adoption and plans for platform-, infrastructure and software-as-a-service opportunities.

   Jul. 15, 2010 | Report | by Sheryl Kingstone | CO-AUTHORS: Phil Hochmuth  

3. Cashing in on the Bandwidth Binge

   AT&T's tiered pricing plan will have a significant impact on many players in the mobile data industry. Now that data customers must keep tabs on bandwidth consumption, operators, content providers, manufacturers and developers will either enjoy new growth opportunities or be forced to rethink their mobile business strategies.

   Jul. 8, 2010 | Report | by John Keough | CO-AUTHORS: Susan McNeice, Jennifer Pigg, Sheryl Kingstone, Chris Nicoll  

4. Amdocs Orchestrates a Suite Dream

   Amdocs is focused on providing communications service providers (CSPs) with the tools and services required to navigate today's increasingly volatile telecom industry. Yankee Group evaluates the vision and road map it unveiled at this month's InTouch 10 conference.

   Jun. 30, 2010 | Report | by Sheryl Kingstone | CO-AUTHORS: Camille Mendler, Brian Partridge  

5. Unifying Billing and CRM Delivers Better Customer Experiences

   Yankee Group research finds CSPs that unify their billing/CRM systems can not only reduce order fallout and revenue leakage, but they can also save millions of dollars in support costs for failed orders vs. non-unified solutions. The best part? Unified systems let service providers offer personalized, bundled services to all customers--no matter their payment plan.

   Jun. 23, 2010 | Report | by Sheryl Kingstone 

6. The Anywhere Enterprise: 2010 U.S. Cloud Computing FastView Survey

   The Anywhere Enterprise: 2010 US Cloud Computing FastView survey is an online survey of more than 400 IT decision-makers. It covers three distinct technologies, namely software-as-a-service (SaaS), platform-as-a-service (PaaS) and infrastructure-as-a-service (IaaS). The type of questions asked include: What is your deployment status? What are your purchase plans? What are your barriers/challenges to adoption? What motivates you to deploy? What factors impact your decision to deploy a technology and to select a supplier?

   Jun. 15, 2010 | Survey | by Phil Hochmuth | CO-AUTHORS: Sheryl Kingstone  

7. Surviving the Mobile Data Revenue Roller Coaster

   Adoption of mobile broadband data services is driving traffic growth that today's mobile network operators (MNOs) can't sustain, leading to inconsistent service and customer churn. MNOs must tap into their network data traffic and use real-time subscriber intelligence to improve the customer experience and successfully monetize their network and data usage.

   May. 27, 2010 | Report | by Sheryl Kingstone 

8. Anywhere Consumer: US Consumer Survey - Wave 1-2, 2010

   The Yankee Group Anywhere Consumer: 2010 U.S. Survey Suite is an online methodology of nearly 2,550 consumers aged 13 and over in the U.S. that examines respondents' Connectivity Choices and Digital Experience. It investigates the connectivity and devices consumers have, as well as their planned activities and decisions around five core connectivity services: wireless broadband, mobile phone, pay TV, telephony and broadband. Additionally, it looks at the consumption of media empowered by these services, including video, music and gaming, as well as respondents' choices of channels and brands.

   May. 25, 2010 | Survey | by Carl Howe | CO-AUTHORS: Andy Castonguay, Sheryl Kingstone, Dmitriy Molchanov  

9. Anywhere Consumer: Canada Consumer Survey - Wave 1-2, 2010

   The Yankee Group Anywhere Consumer: 2010 Canada Survey Suite is an online methodology of more than 400 consumers aged 13 and over in Canada that examines respondents' Connectivity Choices and Digital Experiences. It investigates the connectivity and devices consumers have, as well as their planned activities and decisions around five core connectivity services: wireless broadband, mobile phone, pay TV, telephony and broadband. Additionally, it looks at the consumption of media empowered by these services, including video, music and gaming, as well as respondents' choices of channels and brands.

   May. 25, 2010 | Survey | by Carl Howe | CO-AUTHORS: Andy Castonguay, Sheryl Kingstone, Dmitriy Molchanov  

10. With Sybase, SAP Snags More Than Just a Database

    SAP's U.S.$5.8 billion purchase of Sybase gives the ERP giant essential mobile and cloud capabilities, in addition to a workhorse database. The move could spell trouble for Oracle.

    May. 13, 2010 | Report | by Sheryl Kingstone | CO-AUTHORS: Joshua Holbrook, Eugene Signorini  

11. SAP buys Sybase for $5.8B-Not Just for Database Technology! Wake Up.

    Yankee Group analyst Sheryl Kingstone comments on the SAP-Sybase aqcuisition announcement

    May 12, 2010 | Blog | by Sheryl Kingstone

12. Blended Live and Self-Service Is Key to Satisfying Anywhere Consumers

    Communications service providers (CSPs) fighting rising costs and levels of dissatisfaction with their contact centers need to revisit their self-service initiatives. It is important to seamlessly blend live and self-service to help cut costs and improve customer satisfaction.

    Mar. 31, 2010 | Report | by Sheryl Kingstone 

13. Anywhere Consumer: Canada Consumer Survey - Wave 1, 2010

    Yankee Group's Anywhere Consumer: 2010 Canada Consumer Survey is an online methodology of more than 200 consumers aged 13 and over in Canada that examines respondents' Connectivity Choices and Digital Experience. It investigates the connectivity and devices consumers have, as well as their planned activities and decisions around five core connectivity services: wireless broadband, mobile phone, pay TV, telephony and broadband. Additionally, it looks at the consumption of media empowered by these services, including video, music and gaming, as well as respondents' choices of channels and brands.

    Mar. 29, 2010 | Survey | by Christopher Collins | CO-AUTHORS: Carl Howe, Andy Castonguay, Sheryl Kingstone, Dmitriy Molchanov  

14. Anywhere Consumer: US Consumer Survey - Wave 1, 2010

    The Yankee Group Anywhere Consumer: 2010 U.S. Survey Suite is an online methodology of more than 1,250 consumers aged 13 and over in the U.S. that examines respondents' Connectivity Choices and Digital Experience. It investigates the connectivity and devices consumers have, as well as their planned activities and decisions around five core connectivity services: wireless broadband, mobile phone, pay TV, telephony and broadband. Additionally, it looks at the consumption of media empowered by these services, including video, music and gaming, as well as respondents' choices of channels and brands.

    Mar. 26, 2010 | Survey | by Christopher Collins | CO-AUTHORS: Carl Howe, Andy Castonguay, Sheryl Kingstone, Dmitriy Molchanov  

15. Connected Devices Raise Customer Support Complexity

    Connected devices will significantly increase the complexity for CSP customer service and support operations. If the difficulties of supporting the growing volume of smartphones is any indication, CSPs must begin to evaluate new options to lower customer support costs and improve timeliness of resolution.

    Mar. 25, 2010 | Report | by Sheryl Kingstone 

16. Canadian Mobile Carriers Struggle to Build Customer Loyalty

    Canadian mobile phone customers are slightly more satisfied with their service providers this year, but that satisfaction hasn't yet morphed into customer loyalty for most operators. Key areas that show serious flaws are customer service and support, as well as less than timely problem resolution.

    Mar. 8, 2010 | Report | by Sheryl Kingstone 

17. Clouds in 2010: Vendor Optimism Meets Enterprise Realities

    Over a quarter of Yankee Group survey respondents say they expect at least a third of their infrastructure to move to cloud computing in the next year, but company-wide adoption remains low. This executive-level research report features interviews with cloud computing pioneers and reveals their unique perspectives and metrics for success in 2010.

    Jan. 28, 2010 | Report | by Agatha Poon | CO-AUTHORS: Phil Hochmuth, Zeus Kerravala, Jennifer Pigg, Camille Mendler, Sheryl Kingstone, Emily Green  

18. ISVs Ignite Social-Mobile-Cloud Fusion in the Enterprise

    Although we've seen strong interest in both supply and demand for social computing, application mobility and cloud computing, 2009 did not deliver on the fusion of all three elements. Still, strategic changes did occur within the enterprise application marketplace that are energizing the industry for positive change in 2010.

    Dec. 3, 2009 | Report | by Sheryl Kingstone 

19. Verizon Wins the Race for Satisfied Mobile Customers, by a Nose

    Mobile phone customers are slightly more satisfied with their service providers this year, but that satisfaction hasn't yet morphed into customer loyalty for most operators. Only Verizon Wireless passes the customer loyalty test, with four out of five customers recommending it to their friends and family.

    Oct. 27, 2009 | Report | by Sheryl Kingstone 

20. Going Mobile Tops the Chart of Enterprise Application Goals

    Like the old song by The Who, enterprises are "Going Mobile" in a big way, with 50 percent planning to roll out mobile-enabled or collaborative applications next year. To make the most of their investments, however, enterprises should focus on collaborative, customer-facing apps and tailor them specifically to the mobile environment.

    Sep. 23, 2009 | Report | by Sheryl Kingstone 

21. Extinct vs. Prosperous: Non-SaaS Users Are More Likely to Miss Out On Game-Changing Technologies

    While SaaS users are quick to adopt innovative technologies, such as social networking, mashups and mobility, non-SaaS users tend to stay on the sidelines. But they shouldn't. Non-SaaS users should embrace these innovative technologies so they don't miss out on the transformative effects they bring, including new functionality at lower cost, and improved marketing and CRM.

    Sep. 15, 2009 | Report | by Sheryl Kingstone 

22. Pinning Down Cloud

    Yankee Group defines cloud computing today as scalable, virtualized information services provided on demand over the Internet with multitenant capability, service-level agreements (SLAs) and usage-based pricing. The objective of cloud computing is to save the enterprise cost and complexity and improve service to the end-user or client.

    Aug. 24, 2009 | Report | by Jennifer Pigg | CO-AUTHORS: Phil Hochmuth, Eugene Signorini, Sheryl Kingstone, Agatha Poon  

23. Mobile Phone Love Affair Changes Customer Care

    Using a mobile phone is now more popular than using the traditional land line home phone. As a result, this change will transform how consumers interact with customer care. Customer care will need to evolve and change to meet the needs of these Anywhere Consumers.

    Jul. 28, 2009 | Report | by Sheryl Kingstone 

24. Antenna and Dexterra Attempt to Step out of the Shadows

    Antenna Software has made a strong play for leadership in the nascent mobile enterprise application platform market by acquiring rival Dexterra. The move provides Antenna with an enhanced position in technology, customers and geographic reach.

    Jul. 2, 2009 | Report | by Eugene Signorini | CO-AUTHORS: Sheryl Kingstone  

25. Enterprises Need to Say "I Do" to the Marriage of CRM and Social Media

    This year social media will solidify its place within the realm of traditional business applications. Although social media is a disruptive technology, its real benefit will come when businesses incorporate it within day-to-day customer life cycle processes to engage in real-time customer conversations.

    Jun. 4, 2009 | Report | by Sheryl Kingstone 

26. Proactive Communications Bring Peace to the Customer Service Cold War

    Service providers must implement outbound two-way customer communications platforms that can blend contacts across mobile phones, e-mail and voicemail to meet the Anywhere Consumer?s demands. Proactive customer treatment not only strengthens brand loyalty and retention, but also lowers the cost of customer service.

    May. 13, 2009 | Report | by Sheryl Kingstone 

27. Anywhere Applications Get an Extreme Makeover

    Anywhere Applications can not only extend the benefit of existing investments in legacy enterprise applications, but also be improved with new software and middleware options, device enhancements and network improvements.

    May. 4, 2009 | Report | by Sheryl Kingstone 

28. Anywhere Enterprise--SMB: 2009 U.S. Transforming Infrastructure and Transforming Applications Survey, Wave 1

    The Yankee Group Anywhere Enterprise--SMB: 2009 U.S. Transforming Infrastructure and Transforming Applications Survey is an online survey of 300 SMBs in the U.S. The type of questions asked include: What is your deployment status? What is your purchase plans? What barriers/challenges to adoption? What motivates you to deploy? What factors impact your decision to deploy a technology and select a supplier?

    Apr. 29, 2009 | Survey | by Steve Hilton | CO-AUTHORS: Phil Hochmuth, Joshua Holbrook, Sheryl Kingstone, Agatha Poon  

29. Anywhere Enterprise--Large: 2009 U.S. Transforming Infrastructure and Transforming Applications Survey, Wave 1

    The Anywhere Enterprise--Large: 2009 U.S. Transforming Infrastructure and Transforming Applications Survey is an online survey of 211 large enterprises in the U.S. The type of questions asked include: What is your deployment status? What is your purchase plans? What barriers/challenges to adoption? What motivates you to deploy? What factors impact your decision to deploy a technology and to select a supplier.

    Apr. 29, 2009 | Survey | by Phil Hochmuth | CO-AUTHORS: Joshua Holbrook, Sheryl Kingstone  

30. The Convergence of Network Intelligence and Business Intelligence

    Generating revenue from new services is the holy grail of network intelligence. But operators must first focus on utilizing network information to deliver improved operating efficiencies for capacity planning, quality of service and an improved customer experience.

    Apr. 7, 2009 | Report | by Jon Paisner | CO-AUTHORS: David Vorhaus, Sheryl Kingstone  

31. Webinar: Enterprise in the Cloud, the Emergence of Anywhere IT

    In this webinar, Sheryl Kingstone and Zeus Kerravala discuss the transformation of enterprise IT into Anywhere IT.

    March 25, 2009 | Blog | by Sheryl Kingstone

32. Welcome to the Customer Service Cloud--Salesforce.com 10 years later

    Analyst sheryl Kingstone comments on Salesforce.com's integration with Twitter.

    March 23, 2009 | Blog | by Sheryl Kingstone

33. Energizing the Anywhere Enterprise

    The power of Anywhere Network is driving the fusion of cloud computing, application mobility and social media. Although these three elements all independently bring important benefits to the enterprise, together they will transform how Anywhere Enterprises interact with their customers, partners and employees.

    Jan. 30, 2009 | Report | by Sheryl Kingstone | CO-AUTHORS: Eugene Signorini  

34. Anywhere Enterprise-Large: 2008 U.S. Mobility and Business Applications Survey

    The Yankee Group Anywhere Enterprise-Large: 2008 U.S. Mobility and Business Applications Survey provides an in-depth view of the use of enterprise applications and their evolution to new delivery models and mobility access, including views from IT versus line of business.

    Dec. 31, 2008 | Survey | by Sheryl Kingstone 

35. Anywhere Enterprise-Large: 2008 U.S. Mobility and Business Applications Survey

    The Yankee Group Anywhere Enterprise-Large: 2008 U.S. Mobility and Business Applications Survey provides an in-depth view of the use of enterprise applications and their evolution to new delivery models and mobility access, including views from IT versus line of business.

    Dec. 31, 2008 | Survey Executive Summary | by Sheryl Kingstone 

36. Oracle Embraces Mobility and Consumerization

    At OpenWorld in September 2008, Oracle announced it has retooled its enterprise applications to embrace mobility and consumerization. This is a step forward in improving the usability of its CRM product suite. Oracle's Communication Industry Vertical has also improved its Master Data Management--a key initiative for many CSPs.

    Dec. 29, 2008 | Note | by Sheryl Kingstone | CO-AUTHORS: Arindam Banerjee  

37. What It Takes for CRM Anywhere Applications to Make the Grade

    CRM and SFA applications have improved slightly in 2008 for delivering Anywhere Applications, but they still need improvements to become device- and network-aware as rated on Yankee Group's Anywhere Applications scorecard.

    Aug. 14, 2008 | Note | by Sheryl Kingstone 

38. Using End-User Insight to Buck the CRM Failure Rate

    Organizations must ensure that users want to use a CRM application through the combination of simplicity, process management and value creation.

    May. 8, 2008 | Report | by Sheryl Kingstone 

39. Salesforce.com Teams with Google to Promote "Cloud Computing" for the Anywhere Enterprise

    Salesforce.com and Google--two leaders in the SaaS marketplace--expanded their global strategic alliance with the introduction of Salesforce for Google Apps.

    May. 5, 2008 | Note | by Ken Landoline | CO-AUTHORS: Sheryl Kingstone  

40. Making Cents of the Customer Experience

    Customer experience has become the central differentiator. One potential solution, Amdocs' CES 7.5, focuses on the needs of carriers, but technology is just one piece of the puzzle.

    Mar. 11, 2008 | Note | by Brian Lindsay | CO-AUTHORS: Sheryl Kingstone  

41. Mobile CRM Tipping Point Finally Arrives

    Mobile CRM projects have evolved from "nice to have" to "need to have." As businesses continue to transform into Anywhere Enterprises, anywhere applications are becoming strategic priorities.

    Mar. 6, 2008 | Report | by Sheryl Kingstone 

42. A $4.6 Billion Market Opportunity for Business Technology Optimization Deployed as Software-as-a-Service

    Summary of survey findings of the enterprise BTO SaaS survey.

    Jan. 7, 2008 | Report | by George Hamilton | CO-AUTHORS: Vanessa Alvarez, Sheryl Kingstone  

43. Scoring the Anywhere Applications

    This Yankee Group Report outlines the current state of the Anywhere Applications market landscape and future predictions on market evolution. The Report also defines the criteria for Anywhere Applications and score specific packages.

    Dec. 13, 2007 | Report | by Laura DiDio | CO-AUTHORS: Sheryl Kingstone  

44. Dreamforce 2007 Redefines Salesforce.com?s SaaS Platform

    Dreamforce 2007 Redefines Salesforce.com's SaaS Platform

    Oct. 18, 2007 | Note | by Ken Landoline | CO-AUTHORS: Sheryl Kingstone  

45. Anywhere Enterprise--Large: 2007 European Mobility and Business Applications Survey

    This online survey is comprised of 312 European respondents at companies with 250+ employees. Topics include adoption of business applications; mobile applications; business and IT market drivers/challenges; perceptions and future use of Web 2.0.

    Sep. 25, 2007 | Survey Executive Summary | by Sheryl Kingstone | CO-AUTHORS: Brian Kotlyar  

46. Using Customer Information from the Network Is Critical to Improve Care

    A single view of the customer enables CSPs to cross-sell, up-sell, personalize messages and segment customers. This is not something that most carriers can do today.

    Sep. 12, 2007 | Note | by Jon Paisner | CO-AUTHORS: Sheryl Kingstone  

47. Anywhere Enterprise--Large: 2007 US Mobility and Business Applications Survey

    This online survey is comprised of 302 US respondents at companies with 500+ employees. Topics include adoption of business applications; mobile applications; business and IT market drivers/challenges; perceptions and future use of Web 2.0.

    Aug. 31, 2007 | Survey Executive Summary | by Sheryl Kingstone | CO-AUTHORS: Marcus Torchia  

48. Anywhere Enterprise--Large: 2007 Canadian Mobility and Business Applications Survey

    This online survey is comprised of 201 Canadian respondents at companies with 500+ employees. Topics include adoption of business applications; mobile applications; business and IT market drivers/challenges; perceptions and future use of Web 2.0.

    Aug. 31, 2007 | Survey Executive Summary | by Sheryl Kingstone | CO-AUTHORS: Marcus Torchia  

49. SMBs Must Eliminate Information Silos to Improve the Customer Experience

    SMB continue to stress business information silos, insufficient staff and outdated business applications as their top IT business application challenges.

    Aug. 23, 2007 | Report | by Sheryl Kingstone | CO-AUTHORS: Gary Chen  

50. Software as a Service Shifts Dollars from Maintenance Toward Strategic IT Initiatives

    Understanding the future path of deliver software as a service and its impact on enterprise applications.

    Aug. 3, 2007 | Report | by Sheryl Kingstone