2008 Mobile Innovation Global Awards

February 19, 2008

Prior to the Mobile Innovation Marketplace in Barcelona, sponsored by Ericsson, innovators submitted Award entries in one of five categories, which were reviewed by a panel of judges that included senior executives and managing partners from 3i, Carmel Ventures, Ericsson, Global View Partners, Rogers Wireless, SFR, Telecom Italia, and Telefonica O2 Group.

Read more at www.unitedBIT


Mobile-Phone Show: The Startups Shine

February 15, 2008

There were plenty of companies, both old and new, at this year’s Mobile World Congress in Barcelona that offered creative new ways to enhance the mobile-phone multimedia experience. From semiconductor chips to software applications to new online services, a dozen of the hottest companies at the show had been picked up.

www.unitedBIT.com


Forbes: Eight Trends For A Mobile World

February 14, 2008

A 10-year veteran of Nokia, Lindholm has done stints with its famed user interface group. He also directed Yahoo!’s mobile group from 2005 to 2007. These days, Lindholm heads London-based design consultancy Fjord.

Lindholm recently spoke with Forbes.com about the eight mobile trends he’s identified for 2008.

Read more at unitedBIT.com


Targeting Mobile Ads

November 21, 2007

By Andrew Schrock

Mobile-phone manufacturer Nokia expanded its reach with the recent acquisition of Enpocket, now called Nokia Ad Business, a mobile-advertising company that matches consumers to advertisements by considering their tastes and needs. Mike Baker, vice president of Nokia Ad Business, describes this as an “advanced targeting infrastructure.” Baker says that the matching system gives advertisers new kinds of opportunities that could be particularly beneficial for selling tickets to local events, for example, or for offering time-sensitive discounts. If the system is deployed properly, consumers would be automatically delivered ads about products that they want at the ideal time and place.

Context is already a cornerstone of online advertising, as it leads to more-effective campaigns and higher payouts for advertising providers. Google’s Gmail, for example, automatically extracts information from your e-mail, which is used to target campaigns. Facebook uses information saved in personal profiles to present more-relevant advertisements. Similarly, Nokia already has access to critical contextual information about consumers, such as demographics, which Enpocket can capitalize on. Information from Nokia’s OVI Web portal could eventually be incorporated as part of the data set to accurately match up people with relevant ads. For example, user histories from OVI social-networking and media-sharing site Mosh could be employed to track which pictures and movies users are sharing, signaling an interest in certain products.

Nokia believes that, by leveraging such information, it can offer higher response rates than current online marketing campaigns can, because the company delivers a message that consumers want to hear, where and when they want to encounter it. Contextualized advertising would also be more integrated into the services, so it might seem less irritating than a distracting pop-up window online, for instance. Initial response rates to contextual mobile advertisements are high, partly because of the novelty of the medium. According to Enpocket, the company’s recent mobile campaign for Land Rovers was wildly successful: 70 percent of people who were exposed to the campaign chose to download videos that promoted the automobiles. Baker says that consumers may be paying more attention to the ads purely because they are so novel, and he admits that this number will likely go down as the mobile-advertising space becomes increasingly saturated, as has occurred in more mobile-friendly markets like Asia.

Some consumers might perceive directed, contextualized advertising as an invasion of privacy. Some demographics might find the fact that their personal information is being shared annoying. Gary Pearl, CEO of Community Hotspot, says, “There’s a certain segment of the population which will accept it, and another segment that won’t.” He sees online and mobile business as being in a constant flux between subscription services and advertising-driven revenue.

At the moment, hardware is the biggest obstacle to delivering contextualized mobile advertising broadly. According to Nokia, there are nearly one billion Nokia mobile devices worldwide, or nearly twice the number of PCs. However, relatively few of these mobile devices are capable enough to handle the kind of contextual campaigns that Enpocket would like to deliver. Currently, campaigns rely on technologies such as SMS and WAP to deliver messages to devices that couldn’t otherwise provide a compelling multimedia experience. As more and more multimedia-friendly phones are sold, this will become less of an issue.

Nokia’s sheer market share ensures that its decisions will be closely watched and mirrored by the industry. Philip Stanger, CTO and founder of BluBlast, a company that specializes in ads for mobile networks based at specific locations, such as trade-show and showroom floors, views this favorably. If Nokia Ad Business takes off, it could create a more consistent business model and standard software-development tools for ads, potentially benefiting mobile-advertising companies of all sizes. “One of the big problems in the mobile space has been lack of standards and coordination between any of the systems,” Stanger says, citing lack of developer support. “It’s a nightmare developing [multimedia ads] for 50 different phones.”

Source:Technology Review


The Road to Success is Long for the Mobile Internet

November 21, 2007

by Carl Weinschenk,

The mobile Internet is in trouble. It’s hard to escape that conclusion when a well known analyst — Yankee Group president and CEO Emily Green — says that it “pretty much sucks.”

Actually, the prime topic of this InternetNews story from the first Mobile Internet World conference last week in Boston was a speech by Tim Berners-Lee. Lee is the director of the World Wide Web Consortium and is called the father of the Web so often that it seems like part of his official title. Lee expanded on Green’s eloquence by saying that people are reluctant to move from proprietary formats and protocols to explore new vistas. He said, according to the story, that new standards, “contextual” content, location-based platforms and “user awareness” — which probably refers to presence — will improve the mobile Internet.

Green’s eloquence also is expanded upon in a Yankee Group study, “Mobile Internet Utopia: Imagine if Supply Could Satisfy Demand,” that was released at the conference. The release on the study said that the mobile Internet “should already be” worth $66 billion per year, but has only reached $9.5 billion. Indeed, the firm says that even the $66 billion figure is conservative because it only refers to access revenues.

Whether the mobile Internet closes that gap or not is by no means certain. Clearly, there are many attractive applications and platforms available. A post at BizznTech, for instance, describes five: Gmail Java applications for mobile phones;Google Maps for Mobile; Opera Mini; Fring and ShoZu. During his remarks, Berners-Lee demonstrated a GPS-enabled watch that also monitors heart rates.

A commentary at TelecomTV looks optimistically at recent announcements in the mobile Internet arena. The biggest news, he says, isAndroid from Google. The piece outlines what the company is doing, but says that a couple of issues — changes in the landscape likely before it is ready and the questions about the strength of Linux-based system — could limit its impact.

Our sense is that we are at a crossroads. There is no doubt that the Mobile Internet will generate a lot of money — indeed, even the paltry $9.5 billion noted by Yankee is a lot. The InternetNews piece refers to “the long tail,” the idea that applications from many little providers will add up to great bundles of revenue. One question is whether this model will work — we worry about technologists’ mastery of economic theory — or whether a “killer app” is needed. The more basic question, however, is if these and other applications will appeal to non-geeks.

Source:IT Business Edge


Information Builders’ Software Lets Smartphones Manage BI Reports

November 14, 2007

By Mary Hayes Weier

Information Builders on Wednesday released new software, WebFocus Mobile Favorites, that lets professionals organize business-intelligence reports they access
through their mobile devices.

Various BI vendors have begun offering access to reports via mobile devices in recent months, but customers aren’t exactly flocking to the capability. Information Builders executives insist that’s about to change with the new and better generation of smartphones offering bigger screens with better resolution, and better form factors and
navigation capabilities.

Using Safari on the iPhone, “you can meaningfully navigate [BI reports] on these phones,” said Rado Kotorov, the company’s technical director of strategic product management. Kotorov says Information Builders has a handful of beta customers testing mobile access to BI, including NASA engineers accessing space-shuttle data. However, they don’t recommend sending large fields and reports,” he said.

Information Builders’ mobile users access BI dashboards containing business data residing on Web servers through their device browsers. A traveling salesperson can view sales results, for example, via columns, pie charts and fever charts. Information Builders is targeting executives, salespeople, and other on-the-go professionals with the software. The new Favorites feature, installed by an administrator onto a Web server and accessed by the user through a Web link, lets users add or remove frequently accessed BI reports.

The standard-browser approach helps businesses get around the problem of having to develop or purchase applications customized for mobile devices, and then support that separate software. Since users’ favorites folders are on a Web server, they can change or
use different devices, including a laptop, PC, or different mobile device, to access their frequently used information.

Information Builders’ s browser approach to mobile BI is distinctive since its focus is to make BI accessible regardless of the mobile device used. Cognos began shipping Cognos 8 Go Mobile in February for accessing BI reports on the go, but it’s currently limited
to Blackberry devices. Microstrategy last month also began offering mobile access to BI reports, but that’s also limited to BlackBerrys.

Business Objects, like Information Builders, has taken a more open approach, and in May began offering software that lets professionals access and interact with reports residing on their companies’ BusinessObjects XI Release 2 deployments, from Blackberrys, Windows Mobile, and “various other” devices.

Source:Intelligent Enterprise

More on WebFocus Mobile Favorites

Information Builders Mobile Favorites™ offers business decision-makers a unique tool that is compliant with emerging mobile technology trends. It is a low cost solution that does not require any additional software or hardware investments, and no special security enhancements. Mobile Favorites™ allows the user to vary their information requests through simple, interactive forms, thus providing a greater variety of information.

With its innovative pure browser-based approach to mobile computing, Information Builders has established itself as the leader in delivering mobile reporting to business and non-technical users. With just two clicks, content can be easily added or removed from the Mobile Favorites folder in Information Builders’ standard BI Dashboard. The process is no different from adding content to the favorites folder in a Web browser. From an end user perspective, reporting through Mobile Favorites™ is as easy to use
as using e-mail or the Internet on a mobile device. Viewing a Mobile Favorites™ report is similar to scrolling through a Web page. Experienced mobile users can take advantage of parameterized reports and active reports, which allow users to customize content and apply analytics on the go. And, Active Technologies also allows interactive dashboards to
be delivered to mobile devices.

Some of the benefits of WebFOCUS Mobile Favorites™ include:

  • The ability to share documents across multiple devices    organizations can deliver applications and content to mobile devices    without having to change their underlying systems infrastructure. Users    typically change or upgrade their devices every 18 months. Once in place,    Mobile Favorites allows BI consumers to be device independent and also    eliminates programmers’ burden of customizing reports for multiple devices.
  • No device software to support — reports are delivered directly to a  device’s browser, eliminating costly maintenance, updates, and versioning for different operating systems; reports are available on all mobile browsers.
  • No additional hardware required — standard Web and BI technologies are used so that dedicated mobile servers aren’t needed to convert BI content to mobile formats or manage interactions.
  • No unique design and delivery tools needed — create mobile reports and make them immediately available using standard development and delivery tools; existing reports can be distributed to any mobile device without conversion.
  • No special security considerations — provide a secure connection through mobile device and virtual protocol networks (VPNs); WebFOCUS Managed Reporting is used to manage user access and any Managed Reporting user can be immediately given access to mobile content.

Source: MarketWire.com


Mobile CRM: Six Experts Dial In

November 14, 2007

If you have a mobile workforce, chances are it is a vital part of your business . Now that the vast majority of mobile devices can access the Internet, it’s no surprise that a growing number of companies are looking to mobile CRM to increase the productivity of their mobile workers, streamline business operations and boost customer satisfaction.

Simply put, mobile CRM means workers have access to company CRM, enterprise resource planning , sales force automation or other back-office software such as order management and accounts receivable through their browser-based mobile devices (BlackBerry, Palm, iPhone, etc.).

Mobile CRM

This marriage of CRM software and the mobile network is possible through the advent of high-speed mobile Internet access and hosted software, or Software as a Service (SaaS). Though only a small percentage of companies are using mobile CRM (and many of those only on a limited basis), the ones that are using it have reported great success, and it appears to be a market segment poised for rapid growth, in part because it’s now within reach of the profitable small to medium-sized business (SMB) market segment.

Recent research from Compass Intelligence suggests that businesses in the U.S. will spend roughly US$9 billion on mobile applications, including mobile CRM, by 2011, up from an estimated $3.8 billion this year.

Mobile CRM brings many advantages to an organization, some of which are yet to be discovered. Suffice it to say that it does much more than enable mobile access to e-mail and text messaging. This is about access to real data and the ability to manipulate it in real time, as well as the ability to conduct transactions remotely.

With mobile CRM, changes and updates made in the field can take effect in real time (or near real time) on the servers at the central office. This “virtualization” of the company network means business information can be seamlessly shared across all channels, mobile or otherwise — a huge leap forward compared to the clunky interfaces of the not-too-distant past.

With mobile CRM, workers can share documents and have full access to their companies’ CRM or enterprise resource planning (ERP) system while they’re in the field or at home. Plus, depending on the software being used, management can get centralized, Web-based “dashboard” views of business activity and do real-time analyses of the information. In most cases, mobile workers don’t have to perform additional operations or follow-up work upon returning to the office: It’s just as if they had their office PCs with them the whole time.

However, mobile CRM isn’t just about improving internal processes, it’s also about improving the customer experience. When a mobile worker is doing business with a customer, it helps tremendously if that worker has all of the customer’s information, past and present, right at his or her fingertips.

The ability to, for example, get the status of an order, see past buying trends, get the model number of the last item purchased, or find out if a particular part is available at the warehouse, while the customer is there watching, leads to a much more satisfying sales experience and, as a result, greater customer loyalty.

Six Experts Weigh In

How do today’s mobile CRM solutions work? What other advantages do they bring to organizations? What are the main considerations to keep in mind when selecting a mobile CRM solution? What features or capabilities should companies look for? Can an older CRM solution be modified to “go mobile?”

To find out, Customer Interaction Solutions interviewed executives at some of the top companies working in the mobile CRM realm: Michael Rich, senior product marketing manager at Microsoft; Mark Krieger, vice president of development for Numara Software; Guy Waterman, senior director of mobile CRM products at Oracle; Kris Brannock, vice president of corporate development, Vertical Solutions; Jay O’Connor, senior vice president of worldwide marketing for NetSuite; and Chuck Dietrich, vice president of Salesforce Mobile. What follows are selected responses to our questions.

Question: If you have a mobile workforce, what are the key benefits of implementing a mobile CRM solution?

Kris Brannock, Vertical Solutions: Mobile CRM apps are invaluable for companies that must take their support to their customers, such as in field service . Time is of the essence, not only in terms of customer satisfaction, but also in terms of efficient use of company resources.
Mobile CRM enables companies to streamline the process of providing on-site technicians with the right tools, information and parts they need to perform a fix. Techs can tap into online schematics, tutorials and manuals to ease their troubleshooting and speed repairs; they can gather warranty and contract information instantaneously; and can provide customer information back to corporate in real time.

Mobile CRM makes customers happier because their provider has the right answers, and it makes providers happier because they can dramatically boost efficiency and effectiveness while capturing valuable customer information. In almost every case, there are positive, tangible ROI (return on investment) statistics once mobile technology is deployed in the field.

Guy Waterman, Oracle: Key benefits of our mobile CRM solutions include access to up-to-date enterprise sales and service, customer and product information, anytime, anywhere; deployment options for wireless , handheld, tablet or laptop PCs allow the user to choose the device and application that are best suited to his needs; lower costs, higher customer satisfaction and increased revenue from improved sales and service representative productivity; industry-leading mobile applications tailored to meet the requirements of a broad range of industries; improved IT operations with the ability to configure business rules once and deploy everywhere across multiple mobile platforms using Siebel Tools; and patented, scalable synchronization technology to ensure fast, easy and robust data sharing across the enterprise for mobile workers.

Q: When’s the right time in the CRM selection process to start looking for mobile tools?

Jay O’Connor, NetSuite: As soon as you have a distributed sales force, a field service staff or any employees who travel out of the office and need a wireless means of accessing their customer or transactional data. It should be a key part of your buying decision. First, you should consider whether the tool meets your most fundamental needs: Does it provide anytime, anywhere access? Is it an integrated system? Is it easy to use? Can you grow and scale with the tool? Can you afford it? How much will your business benefit from this tool in terms of increased sales/increased productivity and efficiency/reduced cost/better decision-making ability?

Michael Rich, Microsoft: Definitely look at mobile tools and capabilities before selecting a CRM product, even if you don’t think you’ll use it at the current time. It’s important to plan ahead and find out how much it could cost before you realize it’s needed.

Q: What are the two or three most important ways CRM must be modified for mobile usage?

Mark Krieger, Numara Software: For those customers who want a real Web interface, there are two methodologies: Either you buy an interface through a third party or you do it yourself. There are a lot of products out there that will take my existing Web pages and run them through a filter, and they’ll let the customer know that, if you’re coming to the Web site, and you’re coming from a BlackBerry or a Palm or an iPhone, don’t go to this site, go to this slightly different site, and the third party will actually filter my pages. The key advantage to this method is that there’s no programming effort on the customer’s part, or on the OEM’s (original equipment manufacturer) part.

The other way to do it is to modify your CRM program yourself, so that it knows when the user is coming from a small browser. There’s a browser variable that gets passed, so it knows, on my Footprints server, that a BlackBerry user is asking to connect, so it can render a different [sized] page than it would for a PC screen. That approach typically means you have to have a programmer work on it for months, or perhaps even years — but when I’m done, I own it completely and I have control over it. And my customer gets the benefit of not having to go through some third party — and me paying fees or my customers paying fees based on that contract.

Brannock: Typically, there are three primary ways companies view mobile usage in the field. The CRM system must work in an “online” mode, an “offline” mode and a blended “online/offline” mode. The technical differences when creating a mobile application are significant. Dependencies, such as mobile coverage and critical data access, play a large role in the decision-making process.

The benefit of online-only access is that it’s the easiest to create and deploy if your engineers typically have mobile coverage. Offline mobile options work well in environments where online access is intermittent. The advantages of a blended mode offer the best of both worlds. Therefore, finding a vendor that meets your specific requirements is key from the very beginning of a search.

Chuck Dietrich, Salesforce Mobile: The key to a successful deployment of any mobile application is giving the mobile users access to the data they need in the field and not flooding them with nonessential data. A good business process review is a great step in identifying the correct data set.

Our Salesforce Mobile product gives customers two options for selecting the correct data to mobilize. One, via a simple point-and-click Web-based administrative interface, a Salesforce admin can configure data filters for each type of mobile user. Second, the mobile user can easily run a search from the device for any Salesforce record. These records become marked and over time the user has constructed his or her own mobile data set.

Q: What are the main considerations you think companies should be aware of when selecting mobile CRM?

O’Connor: We don’t think that CRM applications should require modification to support the mobile workforce. However, we do think that planning for your mobile device integration does take some thought. Here are what we think are some top points to remember in creating a mobile workforce:

Good mobile integration is a business tool, not just a communication mechanism. It is a way for your teams in the field to always have access to up-to-date customer data and to be able to address customer requirements at the point of interaction.

Business data security cannot be compromised. Like any other computer access, you want to ensure that security is provided for users of mobile devices.

360-degree customer data is essential. The mobile sales team needs to be able to reliability see the most recent data on the customer — including the products or services purchased, the status of deliveries or returns to that customer, any problems or issues raised by the customer, and the status of his accounts.

Availability-to-promise is a mobile requirement. Remote sales people need to be able to look into stock and tell if the item the customer wants is available. Likewise, field service personnel need to know if a part is in stock, on order, or at another depot location.

Enable transactions. The empowered mobile workforce needs more than just data access: it needs the ability to conduct business from any location. The ability to place an order, close a deal, update a support record, post time against a project – done remotely through a wireless device – can shorten the lead-to-cash cycle, improve customer satisfaction and result in increased accuracy.”

Rich: Plan ahead and prepare for growth. Choose a product and vendor that will not only allow you to tailor the CRM product to your needs, but will be flexible and can alter specifications as your business changes. In addition, companies need to ask more questions about start-up and add-on fees for CRM services . We’ve heard of other companies charging an additional 50 percent or more on top of fees quote per user.”

Q: What would the mobile CRM tool that comes to dominate the mobile space do that the others didn’t do?

Waterman: It should support multiple device platforms (laptop, personal digital assistant, smart phone) from a single development environment without having to manage multiple instances for each platform; allow for alignment of the data models and business processes; deliver error handling for incompatible transactions; upgrade support between the various platforms; and offer the ability to connect to multiple enterprise data sources yet render in a single mobile platform without the user really knowing that the data reside in different systems on the server.

Dietrich: “Ultimately, the CRM tool that will come to dominate the mobile space will be differentiated by its ease in use. Companies are always going to focus on the top handful of activities that sales and service reps need to do their jobs effectively: account and contact lookups, deal or case information and follow-up activities.

Although most mobile device CRM applications can do much more than just serve as an on-demand database, keeping it simple ensures that users can quickly and easily access core functionality without getting bogged down by extraneous bells and whistles. In the same sense, the mobile tool of the future should also extend beyond CRM so that companies can extract additional value out of their mobile CRM deployment by extending access into these other areas, such as inventory, order and time management and expense tracking.

Q: What features do mobile users ask for the most?

Waterman: Configurability, a rich Internet application experience; the ability to integrate to other services available on the Internet (i.e., mapping software, searches, look ups); and compatibility and capability of the desktop solution on the PDA or smart phone.

Brannock: It’s easy to get hung up on demanding features such as Bluetooth capability or continuous real-time connectivity and lose sight of the long-term focus of continuous process improvement.

Rather than demand specific features, users must focus on benefits: what application will enable them to get the information they need to perform at peak efficiency while boosting customer satisfaction? What tools will enable them two-way access to corporate databases, both to receive and enter customer information? What functionality can be deployed quickly and what will drag implementation out for months or years? How much ROI will be wasted while companies wait, and can they better achieve benefits by building a chain of modular, achievable successes?”

Q: What are the two or three most common mistakes companies make when selecting mobile CRM solutions?

Krieger: The good thing about our FootPrints product is that all administration is delivered through Web screens, which means no programming. So one mistake that a customer might make in general would be to purchase a CRM tool where you have to bring in the programming troops and go through months of consulting before you can have it up and running. And that goes for the base product and a handheld interface. And that’s one of the reasons I think Salesforce has been so successful. They have a sales tool that a human being can use, without years of programming and training.

Dietrich: Too often, companies selecting a CRM solution are often thrown off track by vendors leading the selection process. This leaves most companies with a CRM solution that has unnecessary and complex features that they may never use, making management more difficult and costly.

To avoid this, define your rationale for installing a system up front before you begin discussion with vendors. Make sure that the user community is at the center of defining your requirements. If you are looking to improve how everyday employees collaborate and share information, your primary concern should be usability and achieving high adoption. If you need greater control over complex, regulatory-driven processes, you may want to focus on a long checklist of features.

The solution you choose in the former case should look very different from the one you pick in the latter. It’s easy for vendors to feel that they know what is right for users but the reality is that the users are better at defining what they want and what they don’t want. Additionally, many other mobile solutions require significant custom development work that results in hidden start up costs and time delays.

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