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Mobile Computing Provides B2C Opportunities

Devices for WorkDevices for Work

Use of mobile devices inside the workplace starts to soar.

Importance of Engaging Customers Using These DevicesImportance 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 CommunicationsOrganizations’ 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 DevicesImportance 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 2013Investments 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 GloballyNumber 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 ImplementationPhrases 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 TodayTechnologies 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 MonthsTechnologies 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 ChallengesCritical 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