Mobile Computing Provides B2C Opportunities
Devices for Work
Use of mobile devices inside the workplace starts to soar.
Importance of Engaging Customers Using These Devices
In terms of being a priority, PCs still dominate, but mobile phones are not far behind. 79%: PCs, 74%: mobile phones, 58%: tablets
Organizations’ Top Priorities and Objectives for Mobile Communications
The primary focus involves customer-centric efforts. 63%: increase customer engagement, 38%: improve customer satisfaction, 35%: acquire new customers, 27%: generate sales/revenue, 25%: reduce operating costs
Importance of Driving Revenue Using These Devices
Tablets are an up-and-coming area of focus. 74%: PCs, 62%: mobile phones, 48%: tablets
Investments in Mobile for 2013
Mobile spending is growing. 5%: more than $50M, 5%: between $20M and $50M, 8%: between $10M and $20M, 10%: between $5M and $10 M, 23%: between $1M and $5M, 17%: between $500K and $1M, 13%: between $250K and $500K, 10%: less than $250K
Number of Employees Working Full Time on Mobile Efforts Globally
There can be a lot of influencers inside a company when it comes to mobile technologies. 31%: 50 or more people, 21%: 15-49, 14%: 10-14, 13%: 5-9, 14%: 5 or less
Phrases That Best Describe Mobile Strategy Implementation
The majority either built a custom platform or had someone build one for them. 39%: custom-built internally, 19%: outsourced, 9%: licensed a platform, 7%: outsourced to e-commerce vendor, 7%: have not selected an approach, 5%: assembling platform from multiple vendors
Technologies Your Organization Uses Today
Few mobile channel decision-makers use geo-fencing or near-field communication (NFC). 70%: SMS notifications, 60%: bar codes or Quick Response (QR) Codes, 46%: call queuing, 46%: two-way SMS, 40%: direct carrier billing, 38%: voice recognition, 37%: click to chat, 35%: push notifications, 32%: text to speech, 23%: NFC, 16%: geo-fencing
Technologies Your Organization Plans to Adopt in the Next 12 Months
A lot of B2C companies are looking for higher levels of direct customer touch. 31%: push notifications, 25%: text to speech ,24%: geo-fencing, 22%: voice recognition, 22%: click to chat, 20%: NFC, 18%: two-way SMS, 16%: SMS notifications, 16%: call queuing, 13%: direct carrier billing, 9%: bar codes or QR Codes
Critical Mobile Strategy Challenges
Challenges receiving a rating of 4 or 5 (on a scale of 1 to 5, with 1 being “not a problem” and 5 being “a critical problem”) included the following: 55%: back-end integration expense, 53%: data privacy and security, 50%: number of platforms and operating systems, 47%: back-end and mobile integration technology, 45%: finding skilled developers