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Support Services Champions Service Technology Spending and Adoption Trends

Support Services Champions Service Technology Spending and Adoption Trends. John Ragsdale VP, Technology Research. Member Technology Survey: High Level Findings. Planned spending remains very high Little adoption increases over 2010, indicating extended sales cycles Communities are king

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Support Services Champions Service Technology Spending and Adoption Trends

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  1. Support Services ChampionsService Technology Spending and Adoption Trends John Ragsdale VP, Technology Research

  2. Member Technology Survey:High Level Findings • Planned spending remains very high • Little adoption increases over 2010, indicating extended sales cycles • Communities are king • Adoption growing across all disciplines, merging of employee/partner/customer communities • 2011 kicks off major overhauls of infrastructure • SaaS forcing replacement of legacy CRM, incident management • OnDemand or else • Buyers want SaaS solutions on the shortlist for comparison…and increasingly for purchase

  3. 2011 TSIA Technology Heatmap Blue 0-25%, Yellow 25-50%, Orange 50-75%, Red 75-100%

  4. Categories with Increase in Adoption Over Last Year • Online communities • Last year, 48% of TSIA members offered a customer discussion forum. Adoption by all TSIA members grew to an average of 77%.

  5. Online Community Tools

  6. Community Products by Vendor Type

  7. Categories with Increase in Adoption Over Last Year • Social media/social service • Adoption of social service tools grew from 30% in 2010 to 33% in 2011 • Boost from multi-channel and CRM vendors embracing social channels

  8. Social Service Tools in Place

  9. Growth of SaaS Example: Incident Management

  10. Spending: Percent of Members with Budget 2011-2012

  11. Categories with High Planned Spending for 2011-2012 • Online communities • Member average 48% • ROI becoming clearer, peer-to-peer support working well for B2B • Employee communities proving value in FS and PS • Blending of employee and customer communities

  12. Categories with High Planned Spending for 2011-2012 • Social Media/Social Service • Member average 29% • Internal use of social media climbing

  13. Categories with High Planned Spending for 2011-2012 • Knowledge/Content Management • Member average 44% • Finally, first generation KB tools overhauled • New tools often part of KCS adoption • CIO driving knowledge capture projects due to retiring baby boomers

  14. Final Thoughts… BestofBreed • “Best of breed” for communities still requires multiple products • Forum + KM + Search + Analytics • Remember that SaaS products have advantages AND disadvantages • Ease of implementation and low cost vs. depth and breadth, especially for reporting • For more detail: Technology Spending and Adoption Trends, today at 4:15 PM in Grand B

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