• HYBRID WORK IS HERE TO STAY?

    HYBRID WORK IS HERE TO STAY?

    NOT SO FAST SAYS THE DATA
    ANALYSIS
  • FEATURED INFOGRAPHIC

    FEATURED INFOGRAPHIC

    2021 Top 10 SMB Business Issues, IT Priorities, IT Challenges
    GET IT NOW
  • NEXT CHANNEL - THE FUTURE OF PARTNER ECOSYSTEM

    NEXT CHANNEL - THE FUTURE OF PARTNER ECOSYSTEM

    Networked, Engaged, Extended, Hybrid
    DOWNLOAD NOW
  • 2021 SMB & MIDMARKET PREDICTIONS

    2021 SMB & MIDMARKET PREDICTIONS

    Top 10 SMB & Midmarket Predictions for 2021
    READ NOW
  • SIMPLIFY. EXPAND. GROW.

    SIMPLIFY. EXPAND. GROW.

    #SMB #MIDMARKET #UPPER MID-MARKET #CHANNEL
    LEARN MORE
  • DIGITAL TRANSFORMATION

    DIGITAL TRANSFORMATION

    Delivering Connected Business
    LEARN MORE
  • WHITE PAPER

    WHITE PAPER

    SMB Path to Digitalization - Prologue and Epilogue
    DOWNLOAD
  • SECURITY RESEARCH

    SECURITY RESEARCH

    SMB & Midmarket Security Adoption Trends
    LATEST RESEARCH
  • MANAGED SERVICES RESEARCH

    MANAGED SERVICES RESEARCH

    US SMB & Midmarket Managed Services Adoption
    LEARN MORE
  • CLOUD RESEARCH

    CLOUD RESEARCH

    SMB & Midmarket Cloud Adoption
    LATEST RESEARCH
  • CHANNEL PARTNERS

    CHANNEL PARTNERS

    Transformation or Consolidation
    LATEST RESEARCH
  • COVID-19 IMPACT

    COVID-19 IMPACT

    on SMB IT Spend Growth Rates
    FULL ANALYSIS
  • ANALYTICS & ARTIFICIAL INTELLIGENCE

    ANALYTICS & ARTIFICIAL INTELLIGENCE

    SMB & Midmarket Analytics & Artificial Intelligence Adoption
    LEARN MORE
  • BUYERS JOURNEY

    BUYERS JOURNEY

    Influence map & care-abouts
    LEARN MORE
  • SAAS RESEARCH

    SAAS RESEARCH

    US SMB & Midmarket SaaS Adoption
    LEARN MORE
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15

Techaisle Blog

Insightful research, flexible data, and deep analysis by a global SMB IT Market Research and Industry Analyst organization dedicated to tracking the Future of SMBs and Channels.

Dell Technologies’ Small Business Advisors Program is deeply devoted to small business success

Small businesses are increasingly dependent on information technology. 78% of small (1-99 employees) businesses consider technology critical to their success. These small businesses are dealing with an ever-expanding portfolio of increasingly complex applications and platform technologies. Techaisle's small business research data shows that 73% prefer to purchase from a supplier who provides business issues focused technology advisory guidance and 64% want an IT supplier vested in customer success. In an IT environment that is already very complex and likely to become more so, trusted advisors are essential to small businesses. Launched in May 2016, Dell Technologies' Small business Advisor program has been consistently simplifying the technology complexity and removing the friction from purchase decision inertia.

There is a perception that Dell advisors only sell PCs. Reality is quite different than perception. The advisors advise and sell end-to-end solutions. For complex needs, such as digital transformation, Dell has a clear second-level escalation path. The front-line advisors can raise the small business needs to large order specialists or technical resources to work on complex solutions. These specialists have the depth to look over the needs and the entire customer account from an end-to-end perspective, provide infrastructure guidance, including VMware products, and configure solutions based on the customer's requirements.

The advisors are not sales agents. Instead, they have the expertise to determine where a small business is in its technology journey and thereby provide contextual guidance. Their goal is to advise customers on what they need and what they could get, what needs to get fixed, how to fix it, and how to get the right next solution. It is a much more holistic way to drive the customer experience. For example, over the last year, a vast majority of advisor conversations were around the following topics:

  • Migration to a remote workforce – What is needed to support a work-from-home environment and individuals looking to maximize their home office setup?
  • General solution guidance – If using software applications such as QuickBooks, Office, or CAD, what system would work best?
  • The move from cloud to on-prem or hybrid environment – What are the benefits of data management, application performance, cost, and security?
  • Supporting the rapid expansion of specific industries, as a direct response to the pandemic. For example, private healthcare, transportation, and niche service companies in the market.
  • Private schools and other entities enabling remote learning/training.
  • Upgrading outdated technology – End-of-life software applications, operating systems, expiring warranties, and low-performing/over-tasked hardware.
  • Ensuring proper security in a rapidly changing IT landscape.

None of the above are simple technology adoption questions. They are also not point-and-click PC purchases. Techaisle data indicates that there is an interesting opportunity to connect high-value guidance with click-to-buy type options. However, this kind of offering needs a more extensive consultative capability in many cases. For example, nearly three-quarters of small business buyers would like their IT suppliers to provide technical advice directly connected to business issues. In addition, almost two-thirds want an IT advisor who is "invested in customer success." Dell has a very rigorous model of getting to know the customer. Customer conversations revolve around what solution the advisors are trying to help with and what problems they are trying to solve through technology.

Continue reading
  0 Comments

121 percent likely increase in adoption of vertical industry cloud solutions within US SMB and Midmarket segments

Industry-specific solutions that connect digital capabilities to real-world challenges are critical factors in transitioning from digitalized to digitally transformed organizations. In the past few years, globally, a clear trend has emerged of offering cloud solutions for vertical industries. Financial services, healthcare, and industrial equipment manufacturers have witnessed high adoption of such solutions. US SMB and Midmarket cloud adoption trends research by Techaisle shows that there is likely to be 121 percent increase in the adoption of vertical Line of business cloud solutions within the next year. Top adoption growth will be for ERP solutions.

Corresponding Techaisle channel research finds quantitative, meaningful, and actionable differences between channel partners who successfully sell cloud and those that have not developed successful cloud practices. Industry expertise and the ability to offer vertical solutions is one key area that is creating a distance. Channel partners providing vertical solutions are 2.6 times more likely to be very successful than their less/not successful counterparts.

Techaisle's channel survey research data shows that 60% of successful cloud channel partners emphasize their industry expertise and industry knowledge during their interactions with their clients. Conversely, 60% of not-so-successful partners lead with their technical knowledge, and 43% lead with price. These channel partners lack the understanding of their customers' businesses needed to offer sophisticated cloud solutions. They claim that they can demonstrate an understanding of their customer's business needs, mainly at a technical level, but get constrained by a lack of vertical application availability and experience. Only 26% of very successful partners lead with price. They can demonstrate knowledge of the industry and are therefore able to create confidence within their clients. They are also the most likely to build and maintain long-term relationships with customers.

Most channel partners position themselves as "your one-stop solution provider." However, the approach is coming under pressure. More successful channel partners focus on understanding how technology can benefit business processes. Understanding the connection between vertical business processes and IT represents a kind of expertise that will support a long-term billable relationship between "trusted advisor" channel partners and clients. This kind of relationship will become more important than the capacity to deliver IT as a horizontal solution source.

Techaisle's channel research reveals that a channel partner serves an average of 8.0 verticals but lacks deep expertise in all verticals. Vertical applications stand out as the solution needed by SMBs, midmarket, and enterprise firms the most, but only a tiny percentage of channel partners offer them.

Almost all channel partners agree that manufacturing, healthcare, retail, and financial services segments are the fastest growing with high demand for cloud business applications. Customer-facing apps (50%) and apps that support internal processes/operations (48%) are the top two in-demand applications, followed by solutions that replace legacy apps (36%), apps that involve AI/ML (27%), and IoT (14%).
techaisle industry vertical cloud solutions

Continue reading
  0 Comments

Data shows Microsoft Cloud PC may see acceptance within SMB and Midmarket firms

Straight after Windows 11, Microsoft announced a new service that allows business users to access cloud PC from anywhere. Microsoft Cloud PC, Windows 365 will be available from August 2, 2021, for businesses of all sizes. Any modern browser can be the desktop environment, and any device can be the workspace. As per Microsoft - Windows 365 is a cloud service that introduces a new way to experience Windows 10 or Windows 11 (when it’s generally available later this calendar year) for workers from interns and contractors to software developers and industrial designers. Windows 365 takes the operating system to the Microsoft Cloud, securely streaming the full Windows experience—including all apps, data, and settings—to personal or corporate devices. This approach creates an entirely new personal computing category, specifically for the hybrid world: the Cloud PC.

Techaisle data suggests that SMB and midmarket buyers will appreciate its portability, native access to web-based resources, its innovative approach to security, access to Microsoft Office personal productivity solutions, namely M365, and the ability to add to Azure Active Directory. Data from a survey conducted by Techaisle in the US shows that 5% of very small businesses, 10% of small businesses, 16% of core midmarket firms, and 32% of upper midmarket organizations may adopt Cloud PC. These are fascinating data points, which may well change with additional information and user experiences. Information/Media and Professional business services verticals have shown a higher intent for adoption than other verticals.

Continue reading
  0 Comments

Five9 driving customer experience solution success with a thoughtful and collaborative global partner program

Survival of every business depends upon customers, and 2020 saw a ground-breaking year when customer intimacy (acquisition, retention, experience & satisfaction) drove technology adoption and business process evolution within the SMB and midmarket segments. Businesses in general, and SMBs in particular, have many poorly automated or un-automated tasks and processes that they could meaningfully improve by using focused SaaS applications. 59% of small businesses, 86% of core midmarket firms, and 95% have prioritized customer experience solution deployment. Still, IT staff within 38% of small businesses, 47% of core midmarket firms, and 55% of upper midmarket firms face challenges in deploying customer experience solutions.

Five9, a cloud contact center software provider, aims to lessen the IT challenge by “reimagining customer experience” through fully customizable solutions that empower customer agents to address customer needs. Deploying customer intimacy is a little bit like making Baked Alaska: the promise is delicious, but the method is mysterious. The journey from IT systems to a better customer experience isn’t a matter of magical alchemy that wreathes unlikely ingredients with an alluring halo. Instead, it results from a roadmap that starts with digitizing data and processes, moves forward through connected systems that encourage and support fact-based customer-facing activity, and result in an organizational capacity to understand and respond to customer needs. Midmarket businesses understand the appeal of the outcome – and they need guidance from suppliers like Five9 that can define the recipe for customer experience.

Five9 knows that contact center software is only one component of a set of sales, marketing, and customer service solutions. It knows that, with customer experience, it’s the mystery of how to aggregate data and integrate it with customer-facing activities successfully. Recent global SMB and midmarket research from Techaisle shows that within US small businesses, customer-focused SaaS business application adoption increased by 49% in 2020 and will rise by another 33% in 2021. Techaisle data shows that by the end of 2021, 76% of new SaaS adoption within SMBs will be customer-focused. Similarly, within the US midmarket firms, the adoption reached 82% in 2020, with 74% planning to add adjacent customer-focused applications in 2021. Europe research shows similar trends. To deliver on the promise of “reimagining customer experience,” extending the functionality of its solutions, and automating entire customer-facing business processes, Five9’s software must integrate with CRM, online retail, automated quoting, eCommerce, social chatbots, email, forms management, help desk, and queue management.

Integration is a crucial impediment to customer experience. Executives often see examples of organizations using data drawn from integrated internal systems, or from social media, from far-flung sensors, or third-party services, or from a mix of all of these sources – to improve the critical operating parameters of their businesses. However, these answers aren’t simply a result of having technology within an organization. Instead, better customer experience results from linking technology (and the data it collects, shares, and enhances) with front-line functions, which requires understanding how to develop technical competencies and integrate them within the organization.

Five9 has identified several partner types, especially CRM solution providers, UC suppliers, and ISVs, to deliver an integrated customer experience solution. Five9 has built an adapter to enable clients of all sizes to seamlessly integrate its CTI with CRM solutions such as Kustomer, Microsoft Dynamics, NetSuite CRM, Oracle, Salesforce, ServiceNow, and Zendesk.

For the CRM solutions providers, Five9 follows three distinct engagement models, each of which can establish Five9 and its partners as a partner of the customer, invested in their business success. At the same time, if executed correctly, the models enhance the revenue stream of Five9 and its partners.

  • Sell into the customers who are already using CRM solutions from one of the Five9 integration partners
  • CRM solution providers get introduced to the Five9 installed base to help with total CX transformation
  • Joint selling into new customer accounts who are evaluating CRM and contact center solutions

The above is not a simple, straightforward set of changes to embrace. However, the changes are central to transitioning to where the opportunity is growing – and this, more than any adherence to tried and true practices, is the goal to position its businesses for long-term viability. The nature of the partner relationship is a critical determinant of Five9 success. From a strategic sales enablement perspective, Five9 is focused on alignment with its sales team to create a better system by educating its sales team on the benefits of selling together with its CRM partners.

Unified communications is another technology area where most SMBs and midmarket firms have high planned adoption rates. However, the inhibitor is the inability of a hosted solution to adequately meet the needs of an SMB organization which demands many feature sets - call hand-off, integration with CRM solutions, integration of vertical applications, group calling/directory, and regulatory compliance. To enable such features necessitates customization or integration expenses which wipes out the cost savings. Five9 has partnered with Nextiva, Microsoft Teams, fuze, Zoom, TetraVX, and Mitel to integrate contact center and back-office, which augments the telephony and conferencing solutions to enable agents to be more efficient in solving a customer problem. Since many UC suppliers work with resellers as well, Five9 has aligned its partner program to understand how to build complementary routes to market options to capture as much market share together as possible.

ISVs are essential to cloud suppliers serving all types of customers. For example, cloud vendors, such as Five9, looking to build an enterprise-level platform need ISVs to provide critical capabilities to the core offering. In addition, vendors attempting to penetrate target markets work with a specific application vendor to demonstrate the relevance of their services; the ISV, in turn, relies on the platform vendor to provide evidence of a trustworthy application delivery platform. And cloud solution suppliers may position cloud applications as an extension of their core relationship with a customer, even as the ISV involved views them as a resale channel with excellent access to a high-value target buyer community.

Five9 has a formal ISV partner program with co-sell agreements, provides development support and accreditation, and promotes ISV solutions via Five9 CX Marketplace. Five9 already has 70+ ISVs in its program. These ISVs get access to the development environment, documentation, APIs, and SDKs to build integrations. Once the ISVs have built their integrations, they get accredited, and solutions get listed on Five9’s marketplace. To drive success, Five9 has a two-way referral initiative along with a co-sell motion. As a result, the program is growing every quarter, with an increasing number of partners wanting to partner with Five9.

Five9 is anchoring its global partner program on white-glove service, empowering partners, certifications, and development support. This year, Five9 is moving to target the right partners and provide new and improved professional certification options. It is also focusing on specific routes to market around certifications. In Five9’s own words, “…our special sauce is aligning with the Five9 sales team, demonstrating value, building mutual interest and trust, through initiatives such internal newsletter.” Partner Loop, a monthly newsletter, keeps all of Five9’s salespeople in the loop on sales wins, resources, all the great things happening with the partners, and why they should continue to win together with the partners. In addition, to accelerate time to market for its sales teams, Five9 has a partner locator, partner profiles, and CRM and UC integration guides to reduce the complexity of sales conversations. Partner Hello is an onboarding and activation concept that is seeing tremendous success and driving engagement. Five9’s amplify education webinar series provides training to its partners on new services and products. Five9 is addressing essential partner requirements. Techaisle partner survey shows that onboarding training and webinars are the two most crucial training options for partners with certification programs and web training modules representing the next-most important training options

To top it all, Five9 has also launched its Five 9 Global Partner Advisory Board and new Five9 Partner Hello Onboard and Welcome Guide in June.

Modern IT generally delivers systems that improve sales process efficiency and visibility. The drive to develop new customers and retain existing ones directly impacts the desire to emphasize solutions that support business growth, including social media, mobility, and analytics. Additionally, growing business confidence affects all business-relevant solution areas, freeing up resources for new solution exploration, adoption, and optimizing or redesigning business processes. Besides pure SaaS business applications, including cloud solutions, analytics, marketing automation, customer service, CRM, and other adjacent solutions, data shows that SMBs are planning to increase spending in AI, Chatbots, voice assistants, UCaaS, and mobility solutions.

Five9 is positioning itself to be a key player in the customer experience solution segment by successfully embracing an industry-wide trend away from rigid solution definition towards fluid, flexible configurations that integrate multiple components and moving from opportunistic to strategic. In addition, it is accelerating collaboration across partners for predictable, rapid responses to customer demands, becoming proactive in building effective relationships with trusted allies.

  0 Comments

Search Blogs

Find Research

Blog Archive

Research You Can Rely On | Analysis You Can Act Upon

Techaisle - TA