drive your b2b digital transformation and revenue with saas commerce
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Drive Your B2B Digital Transformation and Drive Revenue with SaaS Commerce
Liz Herbert, VP, Principal Analyst
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We work with business and technology leaders to develop customer-obsessed strategies that drive growth.
© 2016 Forrester Research, Inc. Reproduction Prohibited
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Welcome to the age of the customer
Source: “Winning In The Age Of The Customer” Forrester report
Definition: A 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers
© 2016 Forrester Research, Inc. Reproduction Prohibited 5
Businesses must rethink their competitive advantage . . .
Source: “Understand The Digital Business Landscape” Forrester report
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SaaS enables speed, agility, and new digital business models
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SaaS Enables The New Era Of Digital Business
SaaS is a key enabler for theAge of the Customer
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Need for speed drives SaaS adoption
Note: Select response options shownSource: Forrester’s Business Technographics® Global Software Survey, 2015
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SaaS continues to displace on-premises systems across categories
Source: “The Public Cloud Market Is Now In Hypergrowth” Forrester report
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SaaS growth continues across categories
Source: Forrester’s Global Business Technographics® Software Survey, 2015; Forrester’s Business Technographics Global Software Survey, 2014; Forrester’s Forrsights Software Survey, Q4 2013
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But, concerns linger and not all SaaS is created equal
12© 2016 Forrester Research, Inc. Reproduction Prohibited
57%say security
is a concern
Source: Forrester’s Business Technographics® Global Software Survey, 2015; January 20, 2015
Base: 972 Global software decision-makers
49%say costis a concern
47%say compliance
is a concern
Buyer Concerns Still Linger
46%say vendor lock-in is a
concern
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Four necessary elements to mitigate SaaS riskApproach GoalsDue diligence Assess the solution
Recognize the take it or leave it nature of XaaS – and make an informed decision
Contracting Get legal and financial commitments from the vendorClarify expectations on all sides
Add-on tools Plug gaps with add-ons for security, performance, backup, and more
Vendor management Monitor the solution and be informed. Recognize that the solution will not be static in XaaS models
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You must balance value with risk
CostSpeed
User adoptionFlexibilityUpgrades
Loss of controlVendor lock-in
Long-term TCOSecurity
Vendor viability
© 2016 Forrester Research, Inc. Reproduction Prohibited
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XaaS requires unique buying considerations
Architecture•Multitenancy•Approach to customization•Programming languages for development•Integration tools•Control of upgrade timing•Data center/ hosting
Financials•Company size•SaaS customers•Growth•Investors•R&D•Platform dependence
Ecosystem•Technology partners•Implementation partners•Marketplace•Ease of deploying add-on solutions•Community ratings•Developer community
Security•Single sign-on•Disaster recovery•Encryption•Access rights•Physical security
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The future of SaaS
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Clients see long-term value in SaaS›Rapid scalability
›New customer experiences
›Many-to-many collaboration
›New business models
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SaaS Ecosystem
IoT
PublicInternet
What’s next: SaaS enables digital ecosystems
SaaS ecosystems connect employees, customers, partners, and devices – and have the power to disrupt business models
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SaaS ecosystems will disrupt industries and create new industry leaders› Smart, real-time engagement with partners and customers
› New business models built for the service economy
› Centralized source of aggregate data creates unique analytics
Winners will own their markets and create a high barrier to entry for competitors
forrester.com
Thank you
Liz Herbertlherbert@forrester.com
Welcome to theAge of the Customer
@ToddSurdey
Todd Surdey SVP, Salesforce
Cloud
Mainframe
1960s 1980sClient/Server
Today
New Technology ModelNew Business ModelNew Philanthropic Model
Benefits of Enterprise Cloud Computing & SaaS
Enterprise cloud computingThe Cloud is the Fastest Path to Success
Fast Innovative Open Easy Trusted
No HardwareNo SoftwareFaster ROI
FlexibleAutomatic Upgrades
Continuous Improvement
Any DeviceAPI First
Data Portability
SecureTransparentPerformance
at Scale
Subscription Model
Real-time CustomizationsAppExchange
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The only proven eCommerce platform developed natively on Salesforce
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Completing the Vision of One View of the Customer Native on Salesforce
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Global Growth Across the B2B Commerce Landscape
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Proven Global Success Across B2B industries
Consumer Products
Software, Media, Publishing Manufacturing & Distribution Healthcare & Life
Sciences
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