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December weeks 2 - 4, 2001

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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

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.

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.

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

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."

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

Survey of UK Marketers by MarketingUK

December 17, 2001 - MarketingUK, a UK focused marketing portal, is running an email survey of its subscribers.

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.

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

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:-)

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.

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.

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."

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

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)

scsi converters
SCSI converters on
STORAGEsearch.com
Megabyte found that compatibility problems could creep into the simplest system.

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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