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1. 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  

2. 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 

3. 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 

4. 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 

5. 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 

6. 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  

7. 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 

8. 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  

9. 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 

10. 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 

11. 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 

12. 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  

13. 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  

14. 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  

15. 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

16. 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

17. 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  

18. 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 

19. 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 

20. 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  

21. 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 

22. 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 

23. 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  

24. 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  

25. 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 

26. 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  

27. 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  

28. 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  

29. 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  

30. 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  

31. 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  

32. 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  

33. 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  

34. 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 

35. Ubiquitous Connectivity Can Boost the Commercial Value of Enterprise Applications

    It is important for companies to understand the benefits of ubiquitous connectivity because it helps them increase revenue, decrease costs, improve customer service and gain competitive advantage.

    Jan. 12, 2007 | Note | by Sheryl Kingstone | CO-AUTHORS: Jason Corsello, Ken Landoline  

36. Is Insufficient Data a Showstopper for Adopting a Pricing Solution?

    Enterprises can deploy price management solutions with imperfect information. Even though data is a foundational component of a pricing system, data-challenged enterprises can make better pricing decisions with an enterprise software solution.

    Jan. 8, 2007 | Note | by Sheryl Kingstone 

37. Enterprise Mobility Is the Last Mile in Sales and Service Effectiveness

    Process-oriented mobile solutions improve the efficiency and effectiveness of users' experience. Mobile solutions must deliver the right information at the right time to improve sales productivity and service quality, visibility and accuracy.

    Dec. 22, 2006 | Report | by Sheryl Kingstone 

38. Creating an Intelligent Contact Center Improves the Customer Experience

    Contact centers engage in CRM projects to transform themselves into an ?intelligent contact center.?

    Dec. 13, 2006 | Note | by Sheryl Kingstone 

39. Implementing Effective Self-Service to Improve the Customer Experience and Drive Profitability

    Customers need and want the immediacy that accompanies a self-service framework. Yet many companies have still not taken full advantage of the power of self-service.

    Oct. 24, 2006 | Report | by Sheryl Kingstone 

40. Marketing and Sales Effectiveness Vendors Gain Momentum Using the Business Web

    Implementing an MSE vendor yields strong improvements in sales effectiveness. New SaaS applications offer low TCO, easier integration and new multimedia collaborative technologies.

    Sep. 6, 2006 | Report | by Sheryl Kingstone 

41. Customer Centricity: Improving the Customer Experience

    Many companies focus on customer centricity as a core element to competitive differentiation. This webinar suggests strategies and practical steps to improve the customer experience while enhancing operational efficiencies.

    Aug. 8, 2006 | Live Webinar | by Sheryl Kingstone 

42. Salesforce.com Acquires Sendia to Create AppExchange Mobile

    The significance of this deal is far greater than the $15 million that Salesforce.com paid. The acquisition is about the future generation of the business web, which will enable new communication habits, application accessibility and new services.

    Apr. 12, 2006 | Note | by Sheryl Kingstone 

43. Marketing and Sales Departments Must Work Together to Close Deals Faster and Increase Contract Value

    According to the Yankee Group 2006 Marketing and Sales Effectiveness Poll, the top three challenges are increasing close and win rates, improving solution selling, and increasing contract value and deal size.

    Mar. 1, 2006 | Report | by Sheryl Kingstone 

44. Announcements from Microsoft, Oracle and Salesforce.com Focus on SOA

    SOA and composite applications remain crucial in leading ISVs' announcements. CRM software is in the midst of a significant paradigm shift that is driving down the TCO while simultaneously improving user adoption.

    Feb. 28, 2006 | Note | by Sheryl Kingstone 

45. SAP Finally Enters the On-Demand CRM Market with SFA

    n February 02, 2006, SAP unveiled its SAP On-Demand CRM solution and roadmap. The company is targeting the upper mid-market and enterprise SAP customers.

    Feb. 3, 2006 | Note | by Sheryl Kingstone 

46. Sales and Marketing Executives' Top Reasons for Using Software and Service

    Although many organizations in our poll have already invested in sales and marketing automation technology, many organizations are using or are considering using an SaaS solution. Key drivers are low TCO, faster deployments and usability.

    Feb. 2, 2006 | Note | by Sheryl Kingstone 

47. Lead Management Continues to Plague Sales and Marketing Executives

    While many organizations in this survey have already invested in sales and marketing automation technology, the number one objective is still to improve lead management.

    Jan. 9, 2006 | Note | by Sheryl Kingstone 

48. Improve Agility in Contact Centers with SOA

    CRM has enhanced efficiency, but long-term effectiveness is limited because of data silos and inflexible architectures. However, contact centers cannot rip and replace existing IT investments. That is the promise of service-oriented architectures (SOAs).

    Jan. 3, 2006 | Report | by Sheryl Kingstone