Social Business Services in the Cloud: Market and Forecast Analysis 2013-2018

URL: http://mindcommerce.com/Publications/SocialBusinessServicesCloud_2013-2018.php

Contact: Kabir@mindcommerce.com
Published: Apr 2013 Pages: 101
Single User: $1,995.00 Company Wide: $4,995.00 Team License: $2,865.00

Enterprise organizations are challenged with adopting optimized social business practices while integrating global teams, driving innovation, and increased productivity. The promise of Social Business Services in the Cloud is to transform customer information into a competitive advantage through a combination of insights and realtime customer experience/perceptions. Actionable information is derived through leveraging Big Data and related analytics. Deployment to date indicate great potential with revenue improvements of 28% and 108% positive ROI. Despite great opportunities, deployment and operational challenges remain, including ensuring reliable and secure infrastructure, secured system, and network management. This research analyzes the enterprise social software platform market and cloud deployment ranging from SMBs to enterprise-level organizations. The report includes SWOT analysis and comparative analysis by vendor, product, and solution. The report provides forecast analysis and a view into the future of Social Business Services in the Cloud. Target Audience: Network operators Social networking companies Cloud infrastructure companies Enterprise companies of all types

Social and cloud application developers Companies in Report: IBM, Salesforce, Microsoft, Yammer, NewsGator, Jive, Telligent, Socialtext, Mzinga, Communispace, Lithium, SucessFactors, Citrix, Oracle, Saba, Cisco, Orange, Accenture, Alcatel-Lucent, Dell, Siemens, Liveperson, LinkedIn, Facebook, Twitter, Ford, Satel Oy, Pt Bambu Desa, Ferring Italy, CME Federal Credit Union, American Family Insurance, Add Council & DDB Key Findings: A landmark year for social/cloud in the enterprise, 2013 marks at least 50% of global enterprise will adopting social collaboration IBM is ranked number one among social platform vendors with considerable customer market share and will remain be the same The enterprise social and cloud collaboration software platform marketplace revenue is predicted to reach US$ 5.9 billion by 2018 Worldwide enterprise collaborative IT spending is expected to grow at 26.1% CAGR representing an overall $ Trillion opportunity by 2018 Table of Contents: 1.0 EXECUTIVE SUMMARY 6 2.0 2.1 3.0 3.1 DEFINING SOCIAL BUSINESSES SERVICES 8 TYPES OF SOCIAL BUSINESS SERVICE 8 MARKET TREND AND FUTURE PREDICTION 9 SOCIAL & CLOUD COMPUTING CONVERGENCE 9

3.2 MOBILE BECOME THE GOVERNING POWER OF SOCIAL BUSINESS 10 3.3 GIANT VENDORS FOR SOCIAL BUSINESS SOLUTIONS WILL BE ROCKING STILL 10 3.4 NEW STAKEHOLDERS IN ORGANIZATIONS 10 3.5 SECURITY AND COMPLIANCE FOR SOCIAL MEDIA WILL BECOME MORE IMPORTANCE 10 4.0 SOCIAL BUSINESS SERVICES IN CLOUD PARADIGM: AN OVERVIEW 11 4.1 LINKEDIN: ONLINE RECRUITMENT BUSINESS 11 4.1.1 BENEFIT ANALYSIS 11 4.1.2 COMPARATIVE ANALYSIS WITH FACEBOOK, TWITTER, AND OTHER ONLINE RECRUITMENT BUSINESS 11 4.2 RESTAURANT BUSINESS: A CASE ON PT BAMBU DESA 12 4.2.1 SOLUTION 12 4.2.2 BENEFITS 13 4.3 ELECTRONICS & TELECOM: SATEL OY SITUATION 13 4.4 CAR COMPANY: FORD CASE 13

4.4.1 BENEFITS 13 4.5 NGOS LEVERAGING CLOUD 13 4.5.1 4.5.2 4.5.3 4.5.4 OVERVIEW AND BENEFIT ANALYSIS 13 CLOUD AND CONVERGENCE TREND 14 SUCCESS CASE: CLIMATE RESEARCH POWERED BY THE CLOUD 15 SUCCESS CASE: ADVOCACY THROUGH SOCIAL MEDIA 16

4.5.5 SUCCESS CASE : PARTNERS AND NETWORK MANAGEMENT IN THE CLOUD ERA 17 5.0 EMERGING NEXT GENERATION OPPORTUNITY 19 5.1 ONLINE RECRUITMENT BUSINESS 19 5.2 ONLINE ADVERTISING 20 5.3 SOFTWARE DEVELOPMENT 20 5.4 HEALTH CARE 20 5.4.1 COMBAT COUNTERFEIT DRUGS 20 5.4.2 GROWTH IN PHARMACEUTICAL INDUSTRY 21 5.5 CLOUD CRM 21 5.5.1 CLOUD BASED CRM SERVICE VENDORS 22 5.5.2 FERRING ITALY SPA IMPLEMENTATION CASE OF CEGEDIM RELATION MANAGEMENTS CLOUD-BASED MOBILE INTELLIGENCE CRM CASE 23 6.0 SWOT ANALYSIS OF CLOUD BASED SOCIAL BUSINESS SERVICES 25 6.1 STRENGTHS & OPPORTUNITIES 25 6.2 WEAKNESSES & THREATS 26 6.2.1 6.2.2 6.2.3 6.2.4 LOWER COST FOR MID-SIZE BUSINESS ORGANIZATION 26 ENTERPRISE TOOL CUSTOMIZATION 26 SECURITY ISSUE 27 FLEXIBILITY 27

6.2.5 PROBLEM OF IDENTIFICATION 27 6.2.6 ADAPTION 27 6.2.7 CORRUPTION 27 6.2.8 TRANSFORMING TRADITIONAL BUSINESS 28 6.2.9 LEGAL LIABILITIES 29 7.0 ECOSYSTEM MARKET PLAYER ANALYSIS 30 7.1 VENDOR 30 7.2 CLOUD SERVICE PROVIDERS 30 7.3 SOCIAL MEDIA 30 7.4 END CUSTOMER / CONSUMER 32 7.5 SOFTWARE MANUFACTURER COMPANIES 33 7.6 GOVERNMENT 33 7.7 TELECOMMUNICATION 35 8.0 VENDOR ANALYSIS 36 8.1 IBM 36

8.1.1 IBM SMARTCLOUD 37 8.1.2 IBM SMARTCLOUD ORCHESTRATOR 38 8.1.3 IBM CONNECTIONS AND IBM NOTES AND DOMINO SOCIAL EDITION 9 39 8.2 SALESFORCE 40 8.2.1 CHATTER 40 8.2.2 SALESFORCE SOCIAL CRM 42 8.3 MICROSOFT 44 8.3.1 MICROSOFT OFFICE 365 AND CONNECTED EXPERIENCE 45 8.3.2 PUBLIC CLOUD - WINDOWS AZURE 46 8.3.3 PRIVATE CLOUD - WINDOWS SERVER AND SYSTEMS CENTER 46 8.3.4 8.3.5 8.3.6 8.3.7 MICROSOFT DYNAMICS CRM ONLINE 46 SHAREPOINT 2013 47 MICROSOFT SKYDRIVE 48 ORANGE AND MICROSOFT CLOUD PARTNERSHIP CASE 49

8.4 YAMMER 50 8.4.1 YAMMER AND OFFICE 365 51 8.4.2 YAMMER AND SHAREPOINT SERVER 52 8.5 NEWSGATOR 52 8.5.1 SUCCESS CASE WITH ACCENTURE 54 8.5.2 SUCCESS CASE WITH CME FEDERAL CREDIT UNION 54 8.5.3 SUCCESS CASE WITH AMERICAN FAMILY INSURANCE 56 8.6 JIVE 57 8.6.1 JIVE SOCIAL BUSINESS PLATFORM 57 8.6.2 SUCCESS CASE OF JIVE SOCIAL INTRANET WITH ALCATEL-LUCENT 60 8.6.3 SUCCESS CASE WITH LIVEPERSON 62 8.7 TELLIGENT 63 8.7.1 SUCCESS CASE WITH DELL 64 8.8 SOCIALTEXT 66 8.9 MZINGA 67 8.9.1 MZINGA OMNISOCIAL 67 8.10 COMMUNISPACE 69 8.10.1 FULL-SERVICE SOLUTION 69 8.10.2 BULLYING PREVENTION CAMPAIGN CASE WITH AD COUNCIL AND DDB 70 8.11 LITHIUM 72 8.11.1 LITHIUM SOCIAL WEB: THE SOCIAL CUSTOMER EXPERIENCE PLATFORM 73 8.11.2 SOCIAL SOLUTIONS FOR MARKETING, COMMERCE AND SUPPORT 74 8.12 SUCCESSFACTORS: AN SAP COMPANY 75 8.12.1 SUCCESSFACTORS BIZX SUITE 75 8.12.2 SUCCESS CASE WITH SIEMENS 76 8.13 CITRIX 78 8.13.1 GOTO CLOUD SERVICES 78

8.14 ORACLE SOCIAL SERVICES 80 8.15 SABA POOPLE CLOUD 81 8.16 CISCO WEBEX SOCIAL 83 9.0 SWOT ANALYSIS OF KEY ENTERPRISE SOCIAL SOFTWARE: WEBEX SOCIAL VS. YAMMER & SHAREPOINTS VS. IBM CONNECTIONS VS. JIVE VS. SOCIALTEXT 85 10.0 MARKET PREDICTION AND ANALYSIS 2013 - 2018 87 10.1 CLOUD SOLUTIONS AND SOCIAL BUSINESS FUTURE IN NEXT 5 YEARS 87 10.2 SOCIAL CLOUD SOLUTIONS FRAMEWORK FORECAST IN NEXT FIVE YEARS 88 10.3 APPLICATION PARADIGM, MEASUREMENT AND COLLABORATIVE TECHNOLOGIES IN NEXT 5 YEARS 89 10.4 10.5 10.6 10.7 COLLABORATIVE ENTERPRISES IT SPENDING FORECAST 2013 - 2018 90 ENTERPRISE SOCIAL & CLOUD PLATFORM MARKET REVENUE 2013 - 2018 92 VENDOR SOLUTION REVENUE FORECAST 2013 - 2018 92 SOCIAL COLLABORATION PLATFORM ADOPTION RATE BY ENTERPRISELEVEL

ORGANIZATIONS 2013 - 2018 93 11.0 CONCLUSIONS AND RECOMMENDATIONS 95 11.1 RECOMMENDATION FOR ENTERPRISE SOCIAL SOFTWARE PLATFORM VENDORS 96 11.2 RECOMMENDATION FOR ENTERPRISE SOCIAL SOFTWARE PLATFORM USER ORGANIZATIONS 98 List of Graphs Figure 1: Ranking of Reasons of Cloud Adoption among Social Businesses 9 Figure 2: Market Share of Online Recruitment Business: Linkedin vs. Facebook vs. Monster vs. others 19 Figure 3: Product Supported by Ozmosis 20 Figure 4: Major Obstacles of Cloud Based Social Business Services 26 Figure 5: Ecosystem Graph of Cloud Social Business Services 30 Figure 6: Ratios between External vs. Internal Social Media 31 Figure 7: Market Share of Social Networking Media 32 Figure 8: Software Sales to Run Corporate Social Network Revenue 2013-2018 33 Figure 9: Impact of Social Cloud Business Services on Government 2013 - 2018 35 Figure 10: Ranking of Vendors as per Sales Revenue 36 Figure 11: IBMs Investment for Business Partner Growth 37 Figure 12: SaleForce Solution Dimensions for Social Business 40 Figure 13: Salesforce Chatter Dynamic Interface 42 Figure 14: Upcoming Enhanced Experience with Yammer social and Office 365 52 Figure 15: Jive Social Business Platform Screenshot 60 Figure 16: Full-Service Solution Sketch 70 Figure 17: Interface of Bullying Prevention Campaign Site 72 Figure 18: Lithium Social Customer Experience Platform 74

Figure 19: Future Social Cloud Solution Framework 2013 - 2018 89 Figure 20: Enterprise Social Network and Collaborative Technologies 90 Figure 21: Collaborative Enterprises IT Spending on Mobile + Cloud Services + Social Networking + Big Data Analytics Services 2013 - 2018 91 Figure 22: Fortune 500 Company CMOs Sector Preference IT Spending 91 Figure 23: Revenue Forecast for Enterprise Social and Cloud Collaboration Market 2013 - 2018 92 Figure 24: Key Social Enterprise Vendor Solution Revenue Forecast 2013-2018 93 Figure 25: 2013 2018 Adoption rate of Social Collaboration Platform by Enterprise 94