This blog examines the business implications of IT service trends ranging from software-as-a-service (SaaS) and cloud computing to managed services and other on-demand services.

November 11, 2010

Grant Thornton SaaS Risk Management Research Survey

At its core, the fundamental value proposition of Software-as-a-Service (SaaS) is risk management because it promises to enable companies to better manage resources, focus on core capabilities and minimize the cost of extensive IT infrastructures.

But anecdotal evidence suggests that many potential buyers believe SaaS entails other forms of risk – and that this belief often stalls purchase decisions, especially among C-suite executives.

Grant Thornton is eager to test, measure, clarify and perhaps erase perceptions that challenge greater business adoption of SaaS solutions by conducting an industry survey to see how these risks are impacting SaaS success.

THINKstrategies is pleased to be supporting Grant Thornton’s SaaS Business Sector Risk Management Survey, and would like to encourage SaaS, other independent software vendors (ISVs) and as well as those who are involved with the delivery of SaaS solutions to participate in this research project.

Grant Thornton’s goal is to generate and distribute meaningful survey findings which will be useful to both SaaS providers, as well as current and prospective customers, including business executives at the highest levels of their companies.

Click here to participate in the survey and Grant Thornton promises,

  • The survey takes no more than 10-15 minutes to complete.
  • Participants will be among the first to receive quantitative intelligence on the perceived risks of SaaS services.
  • Participants will also receive additional qualitative and strategic analysis from SaaS specialists working with Grant Thornton. 

If you are interested in participating in this research project, please complete the survey by Wednesday, November 24. 

Contact Ralph Nefdt, Grant Thornton’s National Software Sector leader, at Ralph.Nefdt@gt.com or 415.365.5452, if you have questions regarding the survey.

You can also contact us at info@thinkstrategies.com, if you’d like to explore ways your company can leverage THINKstrategies’ services to conduct similar research or to achieve your business objectives.

November 8, 2010

Bill.com Wins Best of SaaS Showplace (BoSS) Award

THINKstrategies announced today that Bill.com has been named the latest winner of the Best of SaaS Showplace (BoSS) Awards program, which is aimed at promoting the measurable business benefits being delivered by today’s Software-as-a-Service (SaaS) solutions.

The BoSS Awards is an ongoing program which recognizes SaaS companies that are producing tangible business benefits for specific user organizations. These benefits can include increased sales, lower costs, higher customer satisfaction, faster operations and greater profitability.

Bill.com is a leading provider of a SaaS-based, paperless bill management and payment solutions for small- and medium-sized businesses (SMBs) and CPA firms. Bill.com users can receive, route and pay invoices electronically with multiple options including PayPal and e-payments.Invoices can be emailed, scanned or faxed into Bill.com, and relevant information is automatically integrated into the Bill.com system. Digital images of invoices are then routed electronically for approval, ensuring a complete audit trail and eliminating lost or mishandled paper.

Click here to read about the measurable business benefits which Bill.com customers have gained from its SaaS solution which earned the company a BoSS Award.

Click here to read more about the BoSS Award program or to apply for an Award.

Based on the success of the BoSS Awards program which focuses on SaaS solutions, THINKstrategies has launched the Cloud Computing Business Value (CCBV) Awards program to recognize companies which are delivering Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS) solutions producing measurable business benefits for their customers. For more information regarding the CCBV Awards, go to http://www.thinkstrategies.com/cloudcomputingawards.html.

October 19, 2010

Why is Ray Ozzie Leaving Microsoft?

Yesterday’s announcement that Ray Ozzie is retiring from Microsoft is newsworthy because he has been at the heart of the company’s efforts to keep pace with the rapidly evolving Software-as-a-Service (SaaS) and broader Cloud Computing movement.

Ozzie joined Microsoft when his company, Groove Networks, was acquired in 2005. Groove was an independent software vendor (ISV) trying to commercialize the groupware ideas which Ozzie had pioneered with Lotus Notes.

Around the same time as the acquisition, Bill Gates warned Microsoft’s employees of the far-reaching implications of the coming “Internet Tidal Wave” in an infamous internal memo which quickly became public and stated,

“This coming ’services wave’ will be very disruptive…Services designed to scale to tens or hundreds of millions will dramatically change the nature and cost of solutions deliverable to enterprises or small businesses.”

Ozzie issued his own memo warning about the “The Internet Services Disruption” shortly after he arrived at Microsoft in October, 2005, in which he stated,

“Computing and communications technologies have dramatically and progressively improved to enable the viability of a services-based model.”

Although Microsoft never fully implemented a set of collaborative solutions like Lotus Notes beyond its Sharepoint and Exchange capabilities, Ozzie was named one of the company’s three CTOs and eventually became Chief Software Architect after Gates retired from his day-to-day responsibilities. In this role, Ozzie assumed responsibility for leading Microsoft into the SaaS/Cloud world.

Over the past year, Microsoft has replaced its self-serving “Software Plus Service” mantra with a new “All-In” attitude about SaaS and the Cloud Computing, and rolled out its own Platform-as-a-Service (PaaS), called Azure. After being the brunt of industry jokes, it is beginning to regain its momentum in the software industry as a result of these moves.

So, why is Ray Ozzie leaving now that his vision is beginning to become a reality?

Since Ballmer and Ozzie aren’t offering a clear explanation, we can only speculate that Microsoft is still has a long way to go to achieving Ozzie’s vision and he doesn’t have enough energy to see it through. Or, the company isn’t really on the path to success and Ozzie is tired of trying to push it in the right direction.

Of course, it could also be a case of Ozzie simply looking to enjoy more time with his family, or recognizing that it is time for someone else to take the helm of Microsoft’s SaaS/Cloud efforts. But, these intentions and the name(s) of a successor are usually included in an announcement of this nature. This wasn’t the case in yesterday’s announcement.

Either way, it will be interesting to see where Microsoft goes from here and if its SaaS/Cloud Computing efforts are derailed by Ozzie’s departure.

October 18, 2010

Accept Corporation Wins Best of SaaS Showplace Award

THINKstrategies announced today that Accept Corporation has been named the latest winner of the Best of SaaS Showplace (BoSS) Awards program, which is aimed at promoting the measurable business benefits being delivered by today’s Software-as-a-Service (SaaS) solutions.

The BoSS Awards is an ongoing program which recognizes SaaS companies that are producing tangible business benefits for specific user organizations. These benefits can include increased sales, lower costs, higher customer satisfaction, faster operations and greater profitability.

Accept Corporation’s SaaS-based Accept 360 Innovation Management solution empowers product teams to more quickly develop compelling products that generate greater revenues, because they’re better aligned with the market and company strategy.

Click here to read more about the measurable business benefits which earned Accept Corporation the latest BoSS Award.

Click here to learn more about the BoSS Award program or to apply for an Award.

Based on the success of the BoSS Awards program which focuses on SaaS solutions, THINKstrategies has launched the Cloud Computing Business Value (CCBV) Awards program to recognize companies which are delivering Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS) solutions producing measurable business benefits for their customers. For more information regarding the CCBV Awards, go to http://www.thinkstrategies.com/cloudcomputingawards.html.

October 11, 2010

Dispelling SaaS Sales Myths

Many people believe there is only one way to sell Software-as-a-Service (SaaS) solutions — via free, online trials and outbound tele-marketing tactics. Read my latest E-Commerce Times commentary to see how some SaaS companies are dispelling this myth and demonstrating how SaaS solutions can be sold in various ways. Click here to read more.

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October 6, 2010

ReactorNet Wins Best of SaaS Showplace (BoSS) Award

THINKstrategies announced today that ReactorNet has been named the latest winner of the Best of SaaS Showplace (BoSS) Awards program, which is aimed at promoting the measurable business benefits being delivered by today’s Software-as-a-Service (SaaS) solutions.

The BoSS Awards is an ongoing program which recognizes SaaS companies that are producing tangible business benefits for specific user organizations. These benefits can include increased sales, lower costs, higher customer satisfaction, faster operations and greater profitability.

ReactorNet provides a SaaS-based e-Procurement (E-PRO) platform capable of streamlining the purchase process, ensuring supplier collaboration, delivering paperless A/P and reducing spending across the board.

Click here to read about the measurable business benefits which earned ReactorNet the latest BoSS Award.

Click here to learn more about the BoSS Award program or to apply for an Award.

A list of previous winners of the BoSS Awards can be found at http://www.saas-showplace.com/registerforbossaward.html.
 
Based on the success of the BoSS Awards program which focuses on SaaS solutions, THINKstrategies has launched the Cloud Computing Business Value (CCBV) Awards program to recognize companies which are delivering Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS) solutions producing measurable business benefits for their customers. For more information regarding the CCBV Awards, go to http://www.thinkstrategies.com/cloudcomputingawards.html.

October 1, 2010

HP Attacks Oracle’s New World Order With Apotheker Appointment

When Oracle announced its intention to acquire Sun Microsystems in April 2009, CEO Larry Ellison proclaimed the acquisition, “transforms the IT industry, combining best-in-class enterprise software and mission-critical computing systems.”

Although he was not ready to use the term at the time, it didn’t take long for Oracle to refer to its combined capabilities as a Cloud Computing solution set, which it recently put on full display at its annual OpenWorld conference.

The event was also a coming out party for its new President, Mark Hurd, the high flying former HP CEO who departed in disgrace only a month earlier. Hurd’s appointment wasn’t hard to understand given his hardware experience at HP and NCR, and now gives Oracle’s move into the system business even more significance.

HP has retaliated by announcing the appointment of Leo Apotheker as its new CEO, along with Ray Lane as its non-executive chairman of the board. Apotheker comes to HP with extensive experience in the software industry, suggesting that the company is ready to counter Oracle’s move by escalating its own efforts in the enterprise software business.

But, Apotheker comes to HP with far less success as a software executive than Hurd achieved in his comparable time in the hardware business. Apotheker resigned as CEO of SAP AG in February after the company had fallen into a deep malaise of slow sales coupled with low customer satisfaction and employee morale.

Despite his dismal record, HP has swapped a successful hardware executive for an unsuccessful software executive.

Like nearly every other industry watcher, my friends at Triple-Tree and I didn’t see this coming when we generated our own list of potential candidates, although we were half-right in suggesting Ray Lane would be a good candidate for the top job at HP, but we didn’t necessarily mean the board chairmanship role.

Apotheker’s appointment is not only aimed at attacking Oracle’s rising threat on the systems side, but is also intended to fend off IBM’s continued push into the software business as well. Big Blue has been on a software buying spree and has done more than HP to position itself in the cloud. CA Technologies has also been acquiring an assortment of young software companies squarely focused on the cloud computing phenomenon. HP also has to reexamine its relationships with Cisco Systems and Microsoft because of their moves into the server and services businesses as well.

HP has also been engaged in an escalating battle with Dell, most recently in its fight-to-the-finish bidding war for 3PAR while it was CEO-less. In addition to competing in the server market, both companies have also deepened their services capabilities by acquiring EDS and Perot Systems respectively. I’ve questioned these moves because they are focused on the old world of IT outsourcing rather than the new world of cloud computing.

But, Apotheker’s appointment also raises serious questions about why senior executives within HP continue to be passed over for the CEO job as outsiders seem to come and go. My guess is that some of these executives will be jumping ship shortly, leaving Apotheker with the additional challenge/opportunity of building a new leadership team.

So, can Apotheker transform HP into a software-driven company? More specifically, can he transform HP’s current software business into a competitive player in the Software-as-a-Service (SaaS) market? And, can he combine HP’s software, hardware and service capabilities to create a viable cloud computing portfolio which can compete on an even broader battlefield?

If the past is any indication, the odds are against him. However, anyone who is familiar with the controversy which surrounded Bill Belichick’s hiring as the New England Patriots’ head coach in 2000 knows that he arrived with plenty of skeptics because he had failed dismally in his only other head coaching experience. Yet, he proved the skeptics wrong by leading the Patriots to three Super Bowl titles in his first five years and has continued to be a contender for the better part of the past five years as well.

Maybe Apotheker can pull off a similar surprise at HP. But, he’ll be facing far greater challenges and failure could have far greater consequences.

Some are already suggesting that one of Apotheker’s first moves should be to acquire SAP, which boasts an attractive installed base of customers who currently rely heavily on IBM systems to power SAP’s enterprise applications. Acquiring SAP would enable HP to square off against Oracle and dislodge IBM from many of these accounts. But, it could also burden HP with an aging set of on-premise applications and the same set of disgruntled customers who were happy to see Apotheker leave SAP before. (I’d be more comfortable seeing HP acquire Symantec, which would fill its security and storage management void, and would fit better into HP’s product portfolio, channel strategy and corporate culture.)

Companies often make bold moves to serve as a catalyst for change. This is certainly the intent of Apotheker’s hiring. However, HP’s board better be sure they found the right guy before they compound their past mistakes by trying to become an enterprise application vendor as well. It wasn’t too long ago that Carly Fiorina was in the midst of a series of highly publicized internal battles trying to prove the logic of her proposed acquisitons of Compaq and PwC.

The Compaq acquisition, in addition to EDS, has made HP the biggest company in the tech sector. But, they haven’t made it a leader in the rapidly evolving Cloud Computing market which is transforming the tech industry.

Apotheker refused to comment about Oracle’s strategies in response to a question during his introductory press conference, but acknowledged that the technology industry is in the midst of a very disruptive transition period as demand for cloud computing services explodes. His ultimate challenge will be transforming HP into a company which can capitalize on this extraordinary opportunity.

September 26, 2010

How SaaS Changes Sales and Support

Anyone who has been in the Software-as-a-Service (SaaS) business for a while is well-aware that this model has a fundamental impact on every aspect of the software business. However, a growing number of established independent software vendors (ISVs) are just beginning to venture down this path and are confronting these painful realities for the first time.

Most ISVs are fixated on how SaaS changes the architecture of their applications and impacts their revenue streams. These are big issues, but SaaS disrupts traditional sales and support models as well. I had an opportunity to attend two events in the Boston area last week that addressed these two issues.

The first was a roundtable session hosted by The First Wednesday Group, an organization focused on software support issues, which examined the unique support challenges of SaaS. The session was led by Renee Bochman, Vice President of Support Services at Axeda, a provider of  a cloud platform and applications which enable companies to connect their products remotely. 

Renee provided candid insights about the support challenges created by SaaS, starting with the changing nature of the end-user and the kind of support questions which they pose. While she admitted that the company is still learning how to respond to these challenges, she was also convinced that moving to SaaS has dramatically improved Axeda’s understanding of its customers and strengthened its customer satisfaction, resulting in greater profitability and giving the company a stronger competitive advantage.

I will be leading a workshop which will delve more deeply into SaaS support at the First Wednesday Group’s Voice of the Customer Conference on Wednesday, October 27 at 1:00-4:30pm ET. Click here to learn more and register for this workshop.

The second event was hosted by the Boston College Tech Counciland looked at the sales challenges associated with SaaS. Although David Skok of Matrix Partners gave a fascinating talk about the power of web-based, viral marketing, the most interesting revelations came from Greg Pesik, President/CEO of Passkey, a SaaS-based group reservation and optimization provider.

Unlike many SaaS companies which strive to encourage prospective end-user customers to try their solutions on a trial-basis via the web to acquire new customers quickly, Passkey uses traditional face-to-face sales techniques to convince CXOs that their solution can help them dramatically improve their business success. And, rather than charge a nominal fee, Passkey has won sales deals worth tens or even hundreds of thousands of dollars. But most interestingly, Passkey is able to convince its customers to pay upfront for 2-3 year agreements. That is because Passkey processes billions of dollars in room reservations on behalf of its customers at a time when the travel industry is facing unprecedented challenges. Because of these tangible business benefits, Passkey clearly demonstrates that there is more than one way to ’skin a cat’when it comes to selling SaaS.

The same holds true when it comes to other aspects of succeeding in the SaaS. In the same way that the broader software industry is composed of various business models, the SaaS market is also evolving to encompass multiple paths to success.

September 20, 2010

Earth Class Mail Wins Best of SaaS Showplace (BoSS) Award

THINKstrategies announced today that Earth Class Mail has been named the latest winner of the Best of SaaS Showplace (BoSS) Awards program, which is aimed at promoting the measurable business benefits being delivered by today’s Software-as-a-Service (SaaS) solutions.

The BoSS Awards is an ongoing program which recognizes SaaS companies that are producing tangible business benefits for specific user organizations. These benefits can include increased sales, lower costs, higher customer satisfaction, faster operations and greater profitability.

Earth Class Mail provides postal online mail management services designed to meet the needs of individuals, small businesses and international license partners. Services include: document scanning and storage, check deposit, mail and package forwarding, will-call services and secure shredding and recycling.

Click here to read the announcement about the measurable business benefits which earned Earth Class Mail a BoSS Award.

Click here to learn more about the BoSS Award program or to apply for an Award.

Based on the success of the BoSS Awards program which focuses on SaaS solutions, THINKstrategies has launched the Cloud Computing Business Value (CCBV) Awards program to recognize companies which are delivering Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS) solutions producing measurable business benefits for their customers.

For more information regarding the CCBV Awards, go to http://www.thinkstrategies.com/cloudcomputingawards.html.

August 13, 2010

Handicapping HP CEO Candidates

Mark Hurd’s sudden resignation as HP’s CEO has opened a floodgate of speculation regarding who the company will select to succeed him.

Because his departure wasn’t anticipated, there are no clear-cut internal candidates. And, because Hurd himself was a surprise selection for the post in 2006, it is possible that another little-known industry executive may be tapped again for the position this time around.

So, this creates a wonderful opportunity for anyone with a passing interest in HP’s future, and the future of the technology industry as a whole, to throw a few names in the hat.

The HP CEO position is particularly intriguing in part because it has grown to become the largest IT vendor in the industry through a series of acquisitions of Compaq, EDS and others. More importantly, HP like the rest of the IT industry is at a pivotal crossroads brought on by the disruptive forces surrounding cloud computing, globalization, the consumerization of IT, mobility and the economy.

As a consequence, HP and every other established technology (and software) company has to re-think their corporate strategies, redesign their products and services, and restructure their go-to-market tactics.

For HP, this means realigning its hardware, software and service capabilities to more effectively leverage the ‘cloud’ so it can more effectively responding to customers’ rapidly changing requirements and expectations, and compete in an increasingly competitive marketplace.

I was first prompted to think about potential HP CEO candidates immediately after Hurd’s resignation when I was asked by a top-flight headhunter for my quick suggestions and came up with the following names off the top of my head:

  • Joe Tucci, EMC’s CEO who has transformed the company from a hardware-centric to a software-driven business model and pulled off a similar feat at Wang Computer where he moved the company from hardware to services. EMC and HP’s corporate capabilities and challenges have many similarities.
  • John Chambers, Cisco Systems’ CEO who has successfully transformed the company from a corporate network infrastructure vendor into a multidimensional technology supplier to everyone from major service providers to small office/home office (SOHO) workers. Under Chambers’ leadership, Cisco has withstood every economic and competitive challenge, and is now moving into the data center where HP has made much of its living.
  • Marc Benioff, Salesforce.com’s CEO who has transformed the software industry by leading the Software-as-a-Service (SaaS) charge and evangelizing about the added business benefits of moving to a broader array of cloud computing alternatives. If Salesforce.com isn’t going to be acquired by Oracle and Benioff made CEO under Larry Ellison, he would be a great candidate to push HP’s legacy software business into the new world of SaaS and its hardware business into the cloud.
  • Steve Mills, IBM’s Software Czar, who has used an aggressive acquisition strategy to recast the company into a powerful middleware vendor within a similar set of hardware, software and service businesses which HP possesses. As a result of his success with the software division, Mills was recently given responsibility for managing IBM’s IBM hardware, storage, and operating systems businesses. But, Mills is also facing a mandatory retirement barrier to further advancement and could put his experience to good use at HP.

My friends, Chris Hoffmann and Scott Donahue at TripleTree, where I am a senior advisor, suggested that we put our heads together to broaden the candidate list. Here’s what we came up with:

  • Michael Capellas- He has successfully stepped into even tougher situations at Compaq (now part of HP) and MCI/Worldcom, and is well respected in the tech industry and beyond.
  • Bill Campbell - Current Intuit Chairman and former CEO, but more importantly he has been a key advisor at Google and Apple, and is also very well respected in the tech industry.
  • Kevin Johnson- Former rising star at Microsoft now running Juniper Networks who understands HP’s products and channels.
  • Anne Livermore- Runs HP’s Enterprise unit which brings together its hardware, software and services businesses. He’s been passed over many times but might be the safest best as an inside pick.
  • John Thompson- Former CEO, and current Chairman of Symantec, recognized the importance of moving to SaaS but couldn’t overcome channel resistance.
  • Meg Whitman - If the Governor thing fizzles…she’s a proven, capable leader who will be looking to prove herself again.
  • Ray Lane- Ran Oracle as President, then became an early proponent of the virtues of SaaS as a top-tier VC.
  • Charles Philips- Has been driving Oracle’s acquisition strategy and runnng a major portion of its operations. He’s just beginning to learn about the hardware business as a result of the Sun acquisition, but he’s a quick study and forward-minded.
  • Jon Rubinstein - Ex-Palm, Ex-Apple…might be too much of an engineer but interesting match for HP. Understand mobility which is where the world is heading, and can help HP fully exploit its Palm acquisition.
  • Ed Whitacre- Just announced his resignation from GM where he quicklygot the behemoth back on track with no prior industry experience. Before that, he also pulled together SBC and AT&T, and could bring HP’s far-reaching assets together. He’s in his early 60’s, so it might be a stretch to see him as a long-term CEO at HP. However, he could bring stability until HP cultivates a new leader for the longhaul.   
  • Diane Greene- Former CEO of VMware revolutionized IT with virtualization, a key component in HP’s future. Might be too techie, but certainly understands the opportunities and challenges.
  • Shantanu Narayen - Well respected, but not well known CEO of Adobe which is a key player in the web development world which is driving cloud services.
  • Vivek Paul- CEO of Wipro, known as a visionary in outsourcing, now in private equity, with the global experience which will be essential going forward.

If these industry stalwarts seem too mundane, here are a few frivolous ideas to think about for fun:

  • Brett Favre – nominated by my Minneapolis-based friends at TripleTree who worship the indecisive quarterback as a brilliant turnaround artist.
  • Joe Montana – my football oriented alternative because of better winning record and Bay Area roots.
  • Simon Cowell – he is a tough-minded task-master with time on his hands since he left American Idol.
  • Oprah Winfreyknows how to build businesses and a worldwide following, and might be willing to put aside her upcoming year of long goodbyes as she departs her syndicated talk show.
  • Tony Blair- the consummate negotiator who would be a perfect candidate to address the myriad of channel issues which will arise if HP adopts an aggressive SaaS/cloud computing strategy.

As you can see, Mark Hurd’s resignation has given us a great way to while away the dog-days of August with various ideas. I hope this gives you plenty of food for thought for the weekend and welcome your suggestions as well.

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