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New Market Forecast: CRM
Software Moving Away From Network, Towards Wireless and Web Portals
Sunnyvale,
CA December 26, 2002 A new technology research report delves into
the Mobile Customer Relationship Management (mCRM) sector and analyzes the large
players and emerging upstarts in this new and growing sector. Emerging
U.S. Mobile CRM Market Trends and Directions examines mCRM devices and software,
reports crucial market findings and recommendations, and lists the fastest
growth areas for mCRM applications. This new publication by MRG, Inc.
and Fuji-Keizai USA describes in detail the mCRM activities of system
integrators, solution providers, and wireless enablers of mCRM.
In
the past few years, corporations are increasingly using CRM to perform a complex
array of marketing analytics, sales and channel management, and customer
services. Mobile CRM untethers these services through the extension of mobile
and wireless delivery to field personnel The migration to mobile management
benefits not only CRM providers that successfully evolve, but also the wireless
providers that act to seize new partnership opportunities.
Examined
are software companies PeopleSoft, Oracle, E.piphany, Upshot, and 10 others'
application development and business strategies. System integrators profiled
include Air2Web, Aspect, Viridien Technologies, and Zamba Solutions. Case
studies of real-world deployments of mCRM in the business sector focus on
measurable results from companies including Merrill Lynch, Northwest Airlines,
Ichiban, Dain Rauscher Wessels, GreCon, Haemonetics, and Johnson Controls.
The 160-page report is available for US $2,495.00. To order or request
information, contact Michelle Gomberg at 408/524-9767 or info@mrgco.com.
...MRG |
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The Best and Worst of a UK
Mail Order Christmas
It's Saturday December 22nd, and you realise
that the special Christmas Turkey, Christmas cake and most of the other edible
goodies which your ordered from Marchents.com
are just not going to arrive, and you have to go and join the scrabble in the
supermarket for these items like everybody else. Of course, we had an inkling
that this disappointment was coming. We phoned through the order on the 14th
just to be sure that we could get voice confirmation that everything in the
mouth watering catalogue was still available. "No problem" we were
told, although we had to change some choices for more expensive items. Expected
delivery? Thursday (20th) or Friday (21st). That part was fine. Then a few days
later came the note in the post saying that half the Christmas food items were
now resceduled for delivery at the end of the first week in January.
Phoning
the customer service number this week gave you the impression that no-one was at
home. But after persisting for many hours we did manage to get through and say
that we didn't want the deliveries in January, thanks very much. So those items
were cancelled. Were the rest still of the items still OK? Yes, no problem.
Well on Saturday, only a day late, we got a box from Marchents
delivered by Parcel Force. By this stage only 20% of the items we had originally
ordered were in it, and worryingly the packing note listed several items as
being packed, which were not present in the box at all. After more phone calls,
we are left with the impression that this company has been VERY busy, and have
no confidence that our credit card will get the proper refund for the non
shipped items. So we'll have to take it up with the credit card company after
Christmas. Their web site today says "UNFORTUNATELY WE ARE UNABLE TO
FULFILL ANY MORE ORDERS FOR CHRISTMAS AND NEW YEAR DELIVERY. "
What
they should have done instead with our order is said "Sorry, we've been
really busy, and can't handle it" - we would have respected that honesty,
and saved hours of wasted chasing round. Instead, they've got one new customer
who will never use their service again. Oh.. and how about the incentivising
free gift, promised on the cover of the catalogue, when you place a large
order? Well, as it also didn't arrive, that didn't incentivise me much
Another
no show, was the Christmas wreaths, table decorations and other flowers from
Bed of Roses due to arrive Friday
(21st). The promised phone calls regarding status of this (expensive) order
didn't happen, and on the morning of the 24th their office was closed.
That
was the worst of Christmas 2001.
The
stars this year were Cucina
Direct (who sell kitchen gadgets), Amazon
(books and CDs), Marks and Spencer
(flowers and chocolates) and.
Amnesty International's branded mail
order service, who got everything to everyone on time.
With 33% of our
mail order companies failing abysmally to deliver orders which they had
confirmed verbally at the time of placing Christmas orders the moral of the
story is - there's plenty of scope for catalogue and web companies to
differentiate themselves by customer service, but you may have to go to the
shops for some of those items after all.
Happy Christmas to our
readers, and see you again in the New Year. |
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Web Advertising Strategies:
for emerging technologies
December 20, 2001 - a
new article on MarketingViews shows why most product marketers in
emerging markets will be unable to advertise their new hot products in the best
locations in the best portals on the web used by early adopters of those
technologies. Ever since the web became commercial in the mid 1990's,
forward looking marketers have grabbed and secured the best ad slots for their
products. Some of those slots remain tied to the same company for many years.
The article discusses why you should plan your web advertising before you've
even frozen the specs for your new product. Otherwise you may end up having to
advertise in sub-optimal media which isn't being used by most of the customers
you really want to reach. You may have to spend an order of magnitude more on
your advertising to achieve the same results. |
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GartnerG2 Says Online
Advertising to Grow From $7.9 Billion in 2001 to $18.8 Billion by 2005
STAMFORD,
CONN., December 19, 2001 -- By 2005, online advertising will be an $18.8 billion
market in the United States, up from $7.9 billion in 2001, according to GartnerG2,
a research service from Gartner, Inc. While advertising growth
remains flat or receding in TV, radio and print, online advertising revenue is
set to grow considerably, but it is only 3 percent of the total advertising
market. Therefore, GartnerG2 advises online media firms to diversify their
revenue streams in order to stay viable and capture revenue growth.
GartnerG2 estimates that out of the 2,800 sites selling advertising
in the United States, the top 20 sites receive 80 percent of the revenue.
GartnerG2 also forecasts that year-over-year growth in online advertising will
be just 15 percent by 2005, compared with 100 percent in 1998.
"Due to decreased growth and market domination by the top
players, online media firms must diversify their products and services to
supplement the income they expected to receive from online advertising,"
said Denise Garcia, research director for GartnerG2. "Diversification is
the future for this industry, so those who do not branch out will see their
online advertising revenues decrease and their user bases deteriorate."
Additional information is available in the GartnerG2 report "Online
Advertising: Growth Through Diversity." This report provides analysis on
the key growth areas in online advertising, as well as the biggest challenges
for advertising on the Internet.
...GartnerGroup |
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INT Media Group Releases
IT/IS Industry Forecast 2002: U.S. and Europe
NEW
YORK, NY - December 19, 2001 - INT Media Group today announced the
release of its latest report from its CyberAtlas Research Division. "IT/IS
Industry Forecast 2002: U.S. and Europe" is an in-depth report that
analyzes responses from identical surveys presented to two different panels of
high-tech experts to determine what near-term priorities remain for U.S. and
European CIOs in light of diminishing sales and constricting IT/IS budgets in
2001. The report reveals which IT/IS priorities remain on schedule for 2002 and
what projects have been put off by the first recession in a decade. The report
is available at
CyberAtlas
Research for U.S. $395.
According to Patricia Fusco, Managing Editor of CyberAtlas Research
and author of this report, after accounting for mid-year budget adjustments in
2001, IT/IS spending in the U.S. and Europe has hit rock bottom. "Given
current economic conditions, we anticipate that IT/IS capital spending in the
U.S. and Europe will increase by about 2.4% next year," Fusco said. "European
IT/IS budgets will be ratcheted up 1.5% during the first six months of 2002, but
the U.S. market will remain soft, increasing less than one percent through the
second quarter of 2002. The economic outlook changes in the third quarter of
2002. IT/IS vendors that supply goods and services to the public sector will be
the first to benefit from sales surges created by the federal governments
implementation of Keynesian fiscal policies," Fusco added. "Security
and wireless endeavors will top the list of IT/IS spending initiatives early in
2002." |
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Gartner Dataquest Forecasts
Strong Consolidation for the Software Industry in the Next Three Years
STAMFORD,
Conn. - December 17, 2001 - As companies become much more conservative in their
buying decision for software products, the software industry is entering a
period of consolidation that is likely to extend into 2003, according to Dataquest
Inc., a unit of Gartner, Inc. Over the past three years, more
than 25 percent of leading software companies have become the subject of merger,
acquisition and divestiture (MAD). Over the next three years, Gartner Dataquest
analysts expect this pace to reach 50 percent.
"In many cases, strong brand names will survive under a new owner
where the equity justifies it," said Joanne Correia, vice president for
Gartner Dataquest's Software Industry Research group. "The demise of
software vendors will also become more commonplace as the assets left by some
failing companies don't attract a new owner, however cheap they are to acquire.
Vendors should be actively seeking MAD opportunities while they still have
substantial residual or purchasing value."
Buyer behavior will continue to stay cautious and more focused on the
bottom line for the foreseeable future. Gartner Dataquest analysts said annual
growth for the worldwide software license market will be flat in 2001,
recovering to 4 percent growth in 2002 and 8 percent in 2003. Most segments of
the software industry will experience declines in 2001 and 2002, but the
security software segment will continue to grow, although at a slower pace then
in 2000. In 2001, the industry is projected to grow 12 percent, followed by 18
percent growth in 2002, and a 16 percent increase in 2003. ...GartnerGroup
See also:-
Acquired storage companies |
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Survey of UK Marketers by
MarketingUK
December 17,
2001 - MarketingUK, a UK focused marketing portal, is running an email
survey of its subscribers. |
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The Rise and Fall of the
SPARC Workstation Market
December 17, 2001 - a
new View from the Hill article in the SPARC Product Directory looks at
the Sun Microsystems compatible workstation market, and suggests that
its glory days are over. The article also looks at the prospects for oems
who compete with Sun in this segment, and suggests their days are numbered. One
of a series of "must read" articles for Sun partners and VARs which
surveys the Sun market after 10 years as a Sun focused publication. |
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Email Marketing Out of
Diapers, But Still Has Growing Pains
Vienna, Austria - 12/12/01 -
for businesses, email newsletters are a valuable retention tool, promising
improved customer loyalty and trust. For consumers, they mean more value and
less hype in their inboxes. Email marketing is growing up. But according to a
new guide, entrepreneurs and marketers are still struggling to make the most of
the new possibilities. The main problem for businesses is making the mental
jump from "traditional" email promotions to the long-term email
newsletter approach.
"They often treat a newsletter like a regular series of
promotional emails, or focus on what the business wants to say, rather than what
the subscribers want to read," says Mark Brownlow, author of the Keeping
the Key Report, a how-to guide to producing effective newsletters. "The
result is subscriber apathy; too many newsletters going unseen or unread."
Those who have learnt how to enthuse their subscribers are enjoying
the multiple benefits that relationship marketing brings. But with email
newsletters becoming de rigueur for websites and businesses, the quality bar is
getting higher and higher. According to Brownlow, an email newsletter needs to
combine professionalism, reader value and personality, if it's to gain the kind
of long-term impact and influence that businesses seek. But he says the first
priority is making that all important mental jump: "Entrepreneurs and
marketers have grasped the value of regular email communications, but many are
still struggling to move from a purely advertising perspective to a
relationship-building one."
This 128 page report (US$59.95 ) is the first to set out in detail the
elements that produce a successful newsletter. It contains practical advice on
how to plan, present, manage and write an email newsletter for long-term impact
and influence with readers.
...Keeping the Key
Editor's
comments:- a very experienced marcoms person, Carey Hedges founder of
H-N Marketing said to me in 1996
when I first launched MarketingViews as an ezine, that most company newsletters
rarely get past the 3rd issue due to lack of commitment and resources by the
original sponsors. I've observed the truth in that rule of thumb many times
now. The MV ezine turned into a web site, but got canned in 1997 due to
insufficient resources at that time. As you can see though, it's returned, so if
you're sufficiently focused (or stubborn) you can make these things work.
Personally I prefer the web format to ezines, especially with the huge number of
viruses that come into my inbox every day, but I'm in a minority of one there, I
know. Most marketers still seem to believe the hype about email... and if you're
one of them, a report like this might be useful |
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New Book on Independent
Consulting Profession
EAST STROUDSBURG, PA - December
12, 2001 - Bank Data Bank Press today released a controversial new
guide to the swashbuckling world of management consulting; "The Wise Man's
Guide To The Twenty-First Century Independent Consulting Practice".
Written by noted management consultant Douglas Blaine Kenney, founder and
president of 25 year-old management consulting firm Bank Data Bank Consultants,
the book aims to prepare "lone wolf" consultants to successfully
compete in the wilds of the post-WTC business world.
"Slip the blade of your invoice between the Client's ribs at a
time and place when he is preoccupied with more important matters..."
advises the Author - who admits that he was "not tall enough nor blond
enough to make Partner..." in his Big 6 consulting practice, and who -
after a distinguished corporate career spent on the Fortune 500 fast track -
found himself broke and out of work at age 38.
Setting up an independent consulting practice in a corner of his
suburban apartment - loyal wife doing the typing - over the next 22 years Mr.
Kenney cut a wide swath through the fertile fields of the financial services
industry, landing 58 major Clients, successfully completing 64 major projects
that installed nearly one billion dollars worth of computer and telecom
equipment, and netting for himself and his partner-wife, nearly five million
dollars in consulting fees. No brokers, no headhunters, no body shops, involved.
The Kenneys retired "comfortable" to the Pocono Mountains.
The 271-page book (ISBN 0-9715290-0-0) is filled with tales of unusual
business experiences and candid (sometimes brutal) advice for the new
consultant, and is available from Bank Data Bank Press, Box 933, E. Stroudsburg
PA 18301-4233, for $85 plus $5 shipping & handling. To order by phone, call
(570) 223-9320, or
via the web.
Editor's
comment:- as a close observer of the management consulting way of life (my wife
has been one for a number of years) the main problem I see is you have to learn
to set your alarm clock onto times which even the designer didn't have in mind.
On the other hand the good thing about working as a dotcom publisher, is you may
work long hours, but you can afford the luxury of actually being awake when you
start work:-) |
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The Top 10 Storage Software
Companies Revealed
December 12, 2001 - a major
new Squeak! article on STORAGEsearch today lists the top 10 storage
software companies for 2001/2002. Ranked in order, the list is based on
analysing the pageviews of the company profiles viewed by hundreds of thousands
of readers during the last few months. Taken from a list of over 100 currently
active storage software companies listed on STORAGEsearch, the top 10 list
provides a real-time snapshot of which companies are perceived to be the leaders
in this important segment of the market today, and is the best market predictor
of which companies will emerge as the market leaders in the fast growing storage
software segment during 2002. ...read the article
Editor's
comments:- Like me, you're probably going to correctly guess at least one of
these companies before seeing the article. But the only way to be sure about the
other nine is to see it. |
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Influential Internet Users
Rely on Company Web Sites as They Spread Word on Brands, Products and Services
NEW YORK -
Dec. 11, 2001 Company Web sites are the most frequently trafficked online
information source by e-fluentials , a powerful group of online influencers who
affect millions of consumers' purchasing decisions, according to a new study
released today by Burson-Marsteller. Across a wide variety of
sectors technology, retail, finance, pharmaceutical, and automotive
company Web sites (85%) were found to be more widely used than online magazines
(62%) and opinion sites (55%) as sources of Internet-based information among
e-fluentials who advise on companies and products. These findings constitute a
wake-up call for companies to proactively manage their relations with online
customers. E-fluentials spread negative experiences about companies and products
to 55 percent more people than positive experiences. The study, commissioned by
Burson-Marsteller and conducted by RoperASW, builds on earlier research and
reveals a direct peer-to-peer network between e-fluentials and the larger U.S.
consumer population. More importantly, the findings provide implications for
companies, communities and special interest groups seeking to tap the power of
e-fluentials and enlist their support.
"An e-fluential is the rock
that starts the ripple," said Chet Burchett, president and chief executive
officer, Burson-Marsteller U.S.A. "Each one communicates with an average of
14 people, so word travels in ever-widening circles, growing exponentially with
each successive wave. Our new research shows that an estimated 11 million
e-fluentials reach 155 million U.S. adults with their messages. We can harness
this tremendous communication force because we now know not only what kind of
people e-fluentials are, but also what they do, both online and offline."
"E-fluentials
can be reputation-builders or busters," said Dr. Leslie Gaines-Ross,
Burson-Marsteller's chief knowledge & research officer. "It's crucial
for companies to build trust and value with influential visitors to their Web
sites so they can neutralize the negatives and nurture the positives. Company
Web sites that provide e-fluentials with straightforward, easy-to-use
information-retrieval systems are pivotal in building and enhancing the value of
brands, products and services in the public eye. Other consumers count on
e-fluentials to be their hunters and gatherers of online information."
E-fluentials are receptive to e-mail from companies they know, the
study showed, indicating the vital role played by familiar brands in e-mail
viral marketing campaigns. Although not all e-fluentials open every unsolicited
e-mail message in fact, 94 percent report having deleted such e-mail on
occasion an astounding nine out of 10 say they have read unsolicited
e-mail from people or Web sites that they know.
"Once they open
these e-mails, e-fluentials bring motion to the campaign by passing on the
information to others and visiting the Web sites mentioned in the message. These
findings underscore the importance of identifying these community opinion
leaders and building strong, positive relations with them," Gaines-Ross
said. E-fluentials provide a targeted marketing solution for companies seeking a
cost-effective way to win over both existing and prospective customers. ...Burson-Marsteller
Editor's comments:-
interesting research. Are editors e-fluentials?
While we're on the
subject of opening emails from people you know... the lead up to the Christmas
holiday is a time when you're going to open a lot of emails from people you
know with an attachment containing season's greetings and a virus. Now
is a good time to update your anti virus software. |
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HP No.1 in Worldwide
High-end and Mid-range UNIX Server Revenue
PALO ALTO,
Calif. - Dec. 10, 2001 -
Hewlett-Packard Company announced today that in the third quarter of
calendar year 2001 it grew revenue market share in the entry-level, mid-range,
high-end and total UNIX® server categories worldwide and is in the lead
position in mid-range and high-end server revenue. According to
International Data Corporation (IDC), in terms of total UNIX revenue for
entry-level, mid-range and high-end servers, HP is in a virtual dead heat with
the current leader, Sun, gaining 28.5% of total market share to Sun's 28.8%,
with IBM in third place at 21%. ...HP profile,
...IDC profile
Editor's
comments:- as a marketer you probably carry around a lot of quick reference
information in your head, like "who's #1 in this that or the other segment
you're interested in". Well, this news from HP threatens to change one of
those useful facts. Sun has had a terrible year in 2001, but not all of Sun's
problems were caused by external factors. See also:-
articles about
Sun, SPARC etc
This good news for HP more than compensates for
the setback caused by the Packard Foundation's release
"December
7, 2001 The David and Lucile Packard Foundation today announced that it
has preliminarily determined to vote its shares of Hewlett-Packard Company
against the Company's proposal involving the merger with Compaq Computer
Corporation." |
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DVD Menu Design: The
Failures of Web Design Recreated Yet Again
December 9, 2001 - a new article
on Jakob Nielsen's Alertbox says designers of DVDs have failed to profit
from the lessons of previous media: Computer software, Internet web pages, and
even WAP phones. As a result, the DVD menu structure is getting more and
more baroque, less and less usable, less pleasurable, less effective. It is time
to take DVD design as seriously as we do web design. The field needs some
discipline some attention to the User Experience, and some standardization of
control and display formats. ...Useit.com/alertbox |
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| today's news etc from
MarketingViews | |
|
Other news on this page
New
Market Forecast: CRM Software Moving Away From Network, Towards Wireless and Web
Portals
The Best and Worst of a UK Mail Order Christmas
Web
Advertising Strategies: for emerging technologies
GartnerG2 Says Online
Advertising to Grow From $7.9 Billion in 2001 to $18.8 Billion by 2005
INT
Media Group Releases IT/IS Industry Forecast 2002: U.S. and Europe
Gartner
Dataquest Forecasts Strong Consolidation for the Software Industry in the Next
Three Years
Survey of UK Marketers by MarketingUK
The Rise
and Fall of the SPARC Workstation Market
Email Marketing Out of
Diapers, But Still Has Growing Pains
New Book on Independent
Consulting Profession
The Top 10 Storage Software Companies Revealed
Influential
Internet Users Rely on Company Web Sites as They Spread Word on Brands, Products
and Services
HP No.1 in Worldwide High-end and Mid-range UNIX Server Revenue
DVD
Menu Design: The Failures of Web Design Recreated Yet Again
earlier news (archive) |
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View from the Hill
The Next Decade in Storage
ACSL, publisher of
STORAGEsearch celebrates its first
10 years of computer directory publishing in December. As editor, I thought it
would be interesting to speculate about what major changes the next 5 to 10
years might bring. We'll be returning to these and other subjects in much more
detail in future articles.
Who will dominate the storage market?
Is
the storage market going to be dominated by a single supplier? in the same way
that the IP switch market is dominated by Cisco, and the Unix market is
dominated by Sun?
If you'd asked that question at the beginning of
2000 the bets could have gone either way, and the answer might have been EMC.
But in 2001 we've seen the start of some irreversible trends which will shape
the market of the future. EMC lost 9 points of market share in the external RAID
market this year, and the biggest gainer was that category (which includes
hundreds of RAID companies) and which market researchers lump together as "others".
It's clear that even at this early stage of the new storage market
that users regard network storage as a commodity, and don't see why they should
pay a premium price to anyone for a box of disks with some network ports.
Storage will end up looking much more like the PC market, in which there are
thousands of manufacturers. It will be difficult for a single storage company to
capture even as much as 10% of a market which will be worth hundreds of billions
of dollars. No single company will dominate the market.
The end of
operating systems?
The increasing use of data network
technologies like XML and storage virtualization software in new business
applications software will reduce the role of the operating system in the
computer market from the primary buying criterion, which it is today, down to a
secondary minor role. When you can do pretty much the same things with your data
whether your OS was written in Seattle or California, or as an Open Source
project, the OS is going to become as irrelevant to most users as the source of
their gas or electricity is today. It's only the computer appliance
manufacturers who will interface at this level.
Of course, the desktop
appliance, which we nowadays call the PC, and the notebooks etc will continue to
be mostly Microsoft Windows based products, but as long as they get shipped with
all the connectivity they need, users won't really care what the differences are
in the internal versions, because, as now, they'll be driving these things from
a browser front end. In the long term, we may even see the disappearance of the
reset button, but remember I'm talking about a 5 year timeframe here, so the
mechanical switch manufacturers don't have to start panicking just yet.
The
end of tape backup?
The tape library occupies the same slot
in the IT datacenter arsenal today that the ironclad Dreadnoughts did in the
Europe of the early 1900's. They're expensive to buy, include a lot of metal,
and are seemingly invincible.
Owning more Dreadnoughts became an
obsession to navy planners in the UK and Germany in the years leading up to
World War I, because they demonstrated superpower status. In a similar way,
owning a fleet of tape libraries indicates to the outside world that your
company is a massive data owner, such as a media company, a bank, a telco or
other corporation which is on the same scale datacenterwise as a government
department. So you may get a bit twitchy when someone predicts that you're going
to pull the plug on all that investment, especially when most of it hasn't even
been installed yet, and is waiting for the next budget period to kick in. Well,
remember, I'm not talking short term here, but here are my reasons.
Tape
was a good idea as a backup and recovery technology in a disconnected world,
when disk drives were expensive, and data security depended on being able to
carry your data into a car for off-site backup via sneakernet. Although the
density of tape backup has increased, so too has the volume of data which people
want to store.
Data weighs a lot, and the average person would not
feel comfortable carrying a terabyte of storage for very long. Unfortunately the
terabytes are are growing like Topsey. Tape libraries solve today's problem of
backing up data networks, but no-one suggests that you're going to unplug your
tape library, lift it up using a fork lift and drive it to an off-site location
as your secure backup. Get real. The way that tape libraries manage the off-site
backup problem nowadays, is they use IP based data replication software to back
themselves up onto other tape llibraries somewhere else...
...And that
is exactly my point. If you aren't going to pick up the whole damn thing and
move it, then there is no particular advantage in using a tape cartridge as the
medium for the data replication. It could be any convenient, reliable technology
which stores data, such as a RAID system using hard drives or an optical based
juke box. So one of the historic arguments for using tape media has already been
junked. The internet doesn't care what shape or size the media is at the other
end.
I think tape will put up a fierce rear guard action, and remain a
factor in the data recovery market for many years, but its days are numbered.
From now it will only lose market share, maybe just a few points each year, but
the writing is on the wall.
...I look forward to reporting on all these
changes and more, in our 2nd decade as a computer directory publisher which
started this month. | |
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