Posts Tagged 'gartner'

Gartner: web analytics usage will grow in 2010

Gartner logoGartner released last month the results of its EXP (Gartner Executive Program) survey, covering responses from 1,586 CIOs representing more than $126 billion in corporate and public-sector IT spending across 41 countries and 27 industries.

Two ‘Top Ten‘ lists emerged from that survey, outlining Technology and Business Priorities for 2010, and the #3 Business Priority is Increasing the use of (web) analytics. Web analytics are an important tool for any organization, and can help identify and maintain a competitive advantage and optimize the customer’s online experience. From Gartner:

CIOs see 2010 as an opportunity to accelerate IT’s transition from a support function to strategic contributor focused on innovation and competitive advantage’.


Gartner EXP’s CIO survey findings show that, in the near term, business expectations and CIO strategies appear stable, with a continued focus on business process improvement, cost reduction and analytics.

The Top 10 Business Priorities for 2010, according to Gartner:

  1. Improving business processes
  2. Cutting costs
  3. Increasing the use of analytics
  4. Improving enterprise effectiveness
  5. Attracting new customers
  6. Managing change initiatives
  7. Innovation in products and services creation
  8. More effective targeting
  9. Consolidating business operations
  10. Growing customer relationships

Shortly after the release of the research, opened a poll (closed now) asking ‘How useful is your web analytics data‘. They wanted to know, before anything else, what companies who use analytics are doing with the data they have: Only 31% indicated that the data drives a lot of their decisions, while 27% indicated that they don’t feel the data is being used well at all. Having an analytics solution is only the beginning.

Key challenges in web analytics

In July 2009 Bill Gassman from Gartner released a report entitled Key Challenges in Web Analytics. In the report, Bill outlines key findings and recommendations every company should adopt, when facing a strategic web analytics initiative. According to Bill, web analytics is more than selecting the right solution (free/commercial, on-premise/SaaS) but also hiring and empowering a web analyst that can use the tool (and the authority given by the initiative) and make informed decisions, based on the analytics data.

The key findings:

  • The potential for measurable improvement varies with the purpose of the site. Investments in analytics should match the potential for gain.
  • Free product offerings are tempting, and a good learning tool, but strategic initiatives with an opportunity for large gains in site yield should choose commercial products.
  • Web analysts are hard to find and retain, yet are a critical element in a successful initiative and must be supported by business management.


  • When calculating the return on investment (ROI) for a Web analytics initiative, treat it as an attributing factor within a customer-centric Web strategy. Without Web analytics, yield gain will be suboptimal, but other parts of the process, such as content management, campaigns and site design, also contribute to the gain.
  • Narrow a shortlist of Web analytics vendor choices to those that answer the big question, which is software as a service (SaaS) or on premises, then concentrate on price, support and “ecosystem” partners.
  • Give the role of Web analyst authority and responsibility, then find someone that can use it.

The report is available for download [PDF] at (no registration required).

Gartner EXP Worldwide survey – Business and Technology Priorities for 2010
CMSwire poll – how useful is your web analytics data
Gartner – key challenges in web analytics 2009

33% are IM-ing in secret… WHY?!

Read an interesting article recently, that was published late July in The Wall Street Journal, entitled Instant Messaging Invades the Office. The author, Carola Mamberto provides her insights on how instant messaging is entering the corporate world, backing it up with real life examples. She mentions in the article that roughly one of every 3 people (33%) of US employees are using instant messaging at work (which is good, provided it’s a secured enterprise solution), although many without the employer’s knowledge (2006 survey). On top of that, many employers are reluctant to endorse IM, fearing security breaches.

Hello?! reluctant? IBM has been using Lotus Sametime for almost a decade now, with 335,000 users worldwide, 4,000,000 unique chats per day while saving some costs. Not to mention the increase in employees’ productivity! IBM Lotus Sametime, now in version 7.5.1 has over 16 million corporate users, with 27 of Fortune 50 companies as customers. I think the Fortune 50 companies have very strict security restrictions, and Lotus Sametime gave the answer.

Even Gartner has concluded that instant messaging will be “de-facto tool for voice, video and text chat” in 5 years. What are businesses waiting for? to be the last company in the industry to adopt instant messaging solution?

Instant messaging is much more than the buddy list – it’s a platform for unified communications and collaboration (UC2), enabling for text, voice and video.
IBM Lotus Sametime gives you just that.

Gartner: Instant Messaging Will Be De Facto Tool for Voice, Video and Text Chat by 2011

Gartner published a press release with some interesting information about Instant Messaging (IM), saying “Instant Messaging Will Be De Facto Tool for Voice, Video and Text Chat by The End of 2011” (David Mario Smith, Gartner). I first saw it at Adam Gartenberg’s blog, and later at Chris Pepin’s, and I’m sure other advocated of Lotus and Collaboration software will pick it up later. The main points of Gartner are:

  • For many knowledge workers, instant messaging (IM) is as critical as having access to a telephone or to e-mail
  • Gartner predicts that by the end of 2011, IM will be the de facto tool for voice, video and text chat with 95 percent of workers in leading global organisations using it as their primary interface for real-time communications by 2013
  • Gartner advocates the use of enterprise grade IM from vendors including IBM and Microsoft to ensure that IM traffic is secure behind the firewall.
  • “The business benefits that IM can bring are considerable,” added David Smith. “The ability to connect people in disparate locations by text, voice and video in one application is incredibly powerful and is equally well suited to an informal ‘water cooler’ atmosphere as well as more formal group communications.”
  • Although IM is displacing existing communications channels, such as email, in many instances, Mr Smith is clear that there is no danger of it actually replacing email in the enterprise outright. “Rather than replacing email, IM will augment and complement the use of email,” he said.
  • What makes IM work has always been presence technology, and business users are beginning to see the benefit of using presence across multiple applications,” said David Smith.

As my colleagues (and several analysts) mentioned, IBM is already taking the lead in corporate IM, leading by example. Lotus Sametime 7.5.1 offers a real-time, multilingual, open, collaboration platform, that allows for 3rd party extensions and plug-ins.
You can read more about IBM’s internal deployment of Sametime in Chris Pepin’s presentation, which was delivered at LotuSphere 2007.

Gartner’s article pushed me to perform a little search on IM and I found another interesting article, from Network Computing, about Mobile IM – which is really the next logic step of instant messaging.. especially with the quick adaption of mobile devices and the ability to connect from multiple devices, using Wi-Fi, 3G or WiMax networks. NC quoted a study performed by Forrester Research, that asked 4,548 students between the ages of 12 and 21 about their No. 1 must-have mobile phone feature, IM was the top choice, nearly twice as popular as mobile e-mail. And as we all know, teens are the employees of tomorrow.
The article also mentions IBM, saying “We were impressed by the degree of effort IBM has put into its Lotus Sametime Mobile client. Not only does the Sametime client communicate directly with a Sametime server using wireless IP services, it also operates on a wide range of devices, including Windows Mobile, BlackBerry and Nokia Symbian E Series.”
Very interesting reading, but free some time, it’s quite long (you can download a PDF version, it’s easier).

Mobile & Media Consultant. I help startup companies launch products to the consumer market. Reach out: dvir.reznik [at]



This is my personal blog. The postings here do not represent the thoughts, intentions, plans or strategies of my past employers or of my clients. It is solely my opinion.