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Executive enterprise mobility report_Executive Mobility Survey

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Mobility should transform businesses, but to reap mobility’s transformative powers, enterprises need the right custom enterprise apps. The key to success is creating custom mobile apps to support the business processes that make your company unique. The 2014 Apperian Executive Mobility Survey was conducted by Gatepoint Research and polled 100 executives in organizations actively engaged in using mobile technology.

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Executive enterprise mobility report_Executive Mobility Survey

  1. 1. 2014 Mobility Report APPERIAN Executive Enterprise CITO Research
  2. 2. Apperian 2014 Executive Enterprise Mobility Report 1 INTRODUCTION Mobility should transform businesses, but to reap mobility’s transformative powers, enterprises need the right FRPELQDWLRQ RI R΍WKHVKHOI DQG custom enterprise apps. The key to success is creating custom mobile apps to support the business process es that make your company unique. RPSDQLHV PRVW VDWLVȴHG ZLWK WKHLU mobility investments put more empha sis on custom apps, robust enterprise app stores, and app management FDSDELOLWLHV 7KLV LV D NH ȴQGLQJ RI the 2014 Apperian Executive Mobility Survey, which asked senior executives about the progress of and satisfaction with their mobility programs. Apperian has performed surveys in the past, but those focused on the deployment of enterprise apps in the workplace and polled users about the impact of mobility at work. In its Exec utive Mobility Survey, Apperian sought WRȴQGRXWKRZH[HFXWLYHVDUHOHDGLQJ WKHLUPRELOLWSURJUDPVZKDWEHQHȴWV they are expecting, what metrics are available to them, and what strategies they are using to drive adoption. )RFXVLQJRQWKRVHLQOHDGHUVKLSR΍HUV a more strategic perspective on mobil ity that can help identify best practices and critical success factors, informa tion that everyone involved in leading PRELOLWLQLWLDWLYHVFDQEHQHȴWIURP TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  3. 3. Apperian 2014 Executive Enterprise Mobility Report 2 SURVEY NUTS AND BOLTS How We Did It and Who Participated The 2014 Apperian Executive Mobility Survey was conducted by Gatepoint Re search and polled 100 executives in organizations actively engaged in using mobile technology. Gatepoint Research invited selected technology executives to participate. Survey UHVSRQGHQWV LQFOXGHG GLUHFWRUV YLFH SUHVLGHQWV DQG [2V IURP YHU ODUJH ȴUPV (81% of participants came from companies with annual revenues in excess of $500 ELOOLRQ
  4. 4. 7KHFDPHIURPDUDQJHRILQGXVWULHVȴQDQFLDODQGEXVLQHVVVHUYLFHVXWLOL ties, retail, and manufacturing. In this report, Dan Woods, Founder and Analyst at CITOResearch.com, analyzes the survey results and suggests a program for taking advantage of the lessons that HPHUJHIURPWKHGDWD7KLVUHSRUWH[DPLQHVNHȴQGLQJVGHVFULEHVGULYHUVRIVXF cess , and concludes with recommendations for mobility programs. TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  5. 5. Apperian 2014 Executive Enterprise Mobility Report 3 KEY FINDINGS 6833257Ζ1*%86Ζ1(66352(66(6Ζ67+(35Ζ0('Ζ5(7Ζ9( i 7KHPDLQEHQHȴWVRXJKWERIUHVSRQGHQWVLVLPSURYHGEXVLQHVVSURFHVVHV IROORZHGELQFUHDVHGHPSORHHVDWLVIDFWLRQ
  6. 6. DQGFRPSHWLWLYHDGYDQWDJH (55%). i The mobile sweet spot is comprised of apps that provide a better experience for a unique business process that may be used inside or outside the company. i Surprisingly, the desire to save money and drive new revenue were less frequent OFLWHGDVEHQHȴWVDQGUHVSHFWLYHO
  7. 7. $IWHUFRPSDQLHVJDLQH[SHULHQFH with mobility, more may use mobility to drive new revenue and service delivery opportunities. What benefits are you seeking with your mobility investments? Improved business processes Cost saving 0% 10% 20% 30% 40% 50% 60% 70% 80% Increased employee satisfaction Competitive advantage Platform usage New revenue or service delivery opportunities Other 67% 60% 55% 39% 30% 20% 2% TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  8. 8. Apperian 2014 Executive Enterprise Mobility Report 4 KEY FINDINGS 86720(5$1'52/(63(Ζ)Ζ$3362))(50267Ζ03$7 According to survey respondents, apps that target customers and apps that serve VSHFLȴFUROHVLQWKHFRPSDQR΍HUWKHJUHDWHVWLPSDFWRQSURGXFWLYLWDQG52Ζ Given the emphasis on custom apps for enabling particular business processes, it’s not surprising that apps serving particular roles in the company are also high pri ority. One question that deserves further research is exactly which roles are being enabled with mobile apps. Apps for customers can increase revenue in multiple ways, including multichannel interactions. Walgreens found that customers using their app before store visits spent four times more than those who just visited the store. Customers engaged via the app, online, and in the store spent six times more on average. 5ROHVSHFLȴF DSSV VXFK DV VDOHV DSSV PD LQGLUHFWO WDUJHW FXVWRPHUV LVFRȇV 6DOHVRQQHFWR΍HUVVDOHVDRQHVWRSVKRSIRUHYHUWKLQJIURPWUHQGLQJSURGXFWVWR contracts to videos. The app lets sales answer questions like, “What’s the Internet of Everything, anyway?”. TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  9. 9. Apperian 2014 Executive Enterprise Mobility Report 5 KEY FINDINGS 86720(5$1'52/(63(Ζ)Ζ$3362))(50267Ζ03$7 CONTINUED FROM PAGE 4 What mobile apps do you believe will have the greatest impact on productivity and/or ROI? Apps for customers Email/calendar/contacts Role/function-specific apps Administrative apps (e.g. HR, expense reporting, etc.) Apps for partners Microsoft Office (Rate 1-5, 1=Little or no impact; 5=High impact) 4.04 4.03 3.86 3.53 3.53 3.49 1 2 3 4 5 TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  10. 10. Apperian 2014 Executive Enterprise Mobility Report 6 KEY FINDINGS 6(85Ζ7Ζ6$:Ζ'(635($'21(51 i When asked about challenges to achieving mobility goals, security was most fre TXHQWOFLWHG
  11. 11. 7KLVLVQRWVXUSULVLQJEXWLWȇVDOVRQRWVORZLQJWKHSUROLIHUD tion of mobile application usage and development in the enterprise. i Less frequent but still a concern was lack of budget (41%) and poor quality of apps
  12. 12. *LYHQWKHGLɝFXOWDQGH[SHQVHRIFUHDWLQJJRRGDSSVODFNRIEXGJHWDQG poor quality of apps could be related. (One way organizations can increase the quality of their apps is through user app testing, ensuring that the best possible app is released.) i Issues related to managing mobility programs are also high on respondents’ lists RIFKDOOHQJHVZLWKFLWLQJKRZWRGHWHUPLQH52ΖDQGFLWLQJODFNRIPDQ agement tools as important challenges. TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  13. 13. Apperian 2014 Executive Enterprise Mobility Report 7 KEY FINDINGS %87127+Ζ1*Ζ66/2:Ζ1*7+(020(17802)02%Ζ/Ζ7 Deployment momentum shows no sign of slowing. Respondents overwhelmingly indicate they are in the midst of large scale deployments to thousands of users (and given the context of the survey, we believe the users in question are employees). 0RUHWKDQSODQWRHTXLSPRUHWKDQXVHUVZLWKPRELOHDSSVLQWKHQH[W WZRHDUV$ERXWRQHWKLUG
  14. 14. DUHUROOLQJRXWDSSVWRPRUHWKDQXVHUVLQ that timeframe. How many users do you expect to equip with mobile apps within the next two years? More than 5,000 33% 4,001 to 5,000 5% 3,001 to 4,000 8% 2,001 to 3,000 18% 1,001 to 2,000 7% 501 to 1,000 10% 500 or fewer 20% 0% 5% 10% 15% 20% 25% 30% 35% TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  15. 15. Apperian 2014 Executive Enterprise Mobility Report 8 KEY FINDINGS Ζ19(670(176Ζ15($6($'237Ζ21 Respondents described the types of investments they are making to drive adoption. Creating apps for business processes was a strong focus, followed by investments LQWUDLQLQJDQGDQDOWLFV7KLVȴQGLQJFRQȴUPVWKDWPRELOHWHFKQRORJLVUHDOOMXVWD new form of process optimization for most respondents. i 0RELOL]LQJEXVLQHVVSURFHVVHVLVNHDUHFUHDWLQJDSSVWRDGGUHVVFRUHEXVL ness processes; this means internal app development or partners developing apps). i 7UDLQLQJLVVHHQDVFUXFLDO
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  17. 17. LQGLFDWHVWKDWRUJDQL]DWLRQVDUHORRNLQJIRUPRUH metrics about their mobility programs. What investments are you making to increase mobile app adoption? Creating more apps to address core business processes Training Analytics UI/UX improvements Help desk Agile development cycle with user input 53% 49% 43% 39% 35% 31% 0% 10% 20% 30% 40% 50% 60% TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  18. 18. Apperian 2014 Executive Enterprise Mobility Report 9 KEY FINDINGS 0($685Ζ1*68(66:Ζ7+02%Ζ/Ζ7 Respondents state that analytics track app usage, platform usage, and use by in GLYLGXDOV0RVWFRPSDQLHVFDQWHOOZKR
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  22. 22. Do you have visibility into the following metrics for your mobility program? Data loss/device loss Where apps are used How frequently apps are used Network usage Platform usage Who is using apps Which apps are used 29% 36% 39% 46% 47% 54% 66% 0% 10% 20% 30% 40% 50% 60% 70% 0RUH WKDQ RI UHVSRQGHQWV VWDWH WKDW WKH FDQȇW GHWHFW GDWD RU GHYLFH ORVV That’s surprising given their security concerns and indicates a need for metrics about managing security and data leakage. TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  23. 23. Apperian 2014 Executive Enterprise Mobility Report 10 WHAT’S DRIVING SATISFACTION? After analyzing the data, it became clear that some participants are happier than RWKHUV ZLWK WKHLU PRELOLW SURJUDPV :H ORRNHG DW KRZ VDWLVȴHG WKH SDUWLFLSDQWV were with adoption and found that satisfaction with adoption follows a normal dis WULEXWLRQKDYHORZVDWLVIDFWLRQKDYHDYHUDJHVDWLVIDFWLRQDQGKDYH high satisfaction. This begged a question: what are those with high satisfaction do LQJGL΍HUHQWO How satisfied are you with the adoption of mobile apps in your organization? (Rate 1-5, 1=Unsatisfied; 5=Very Satisfied) 1 2 3 4 5 Low satisfaction Average satisfaction High satisfaction 40% 35% 30% 25% 20% 15% 10% 5% 0% 6% 22% 34% 28% 7% TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  24. 24. Apperian 2014 Executive Enterprise Mobility Report 11 WHAT’S DRIVING SATISFACTION? 86720$336$5Ζ7Ζ$/68(66)$725 It seemed likely that the companies that were best at supporting business processes KDGGRQHVREFUHDWLQJFXVWRPDSSVXVWRPDSSVSURYLGHDPXFKEHWWHUȴWDQG DGGUHVVSUREOHPVDOLJQHGZLWKDFRPSDQȇVVSHFLȴFQHHGV Participants were asked about the source of their apps, whether internally devel oped, custom developed by a partner, purchased from a vendor, or available from public app stores. They stated what proportion of apps in each category they had currently deployed or planned to create. What is the source of your mobile apps? By satisfaction with adoption Current Planned Low Satisfaction 32% 54% Average Satisfaction 38% 35% High Satisfaction Internally developed 57% 17% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Low Satisfaction 14% 43% Average Satisfaction 32% 32% High Satisfaction Custom developed by partner 37% 20% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Vendor developed Low Satisfaction 54% 32% Average Satisfaction 38% 26% High Satisfaction 66% 14% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Low Satisfaction 46% 18% Average Satisfaction 44% 18% High Satisfaction Public apps 46% 14% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% The numbers in each category do not add up to 100% because participants could indicate that they did not plan to deploy apps from a particular source by checking not applicable or leaving the question blank. TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  25. 25. Apperian 2014 Executive Enterprise Mobility Report 12 WHAT’S DRIVING SATISFACTION? 86720$336$5Ζ7Ζ$/68(66)$725 Custom apps include internally developed apps and apps developed by partners. 2΍WKHVKHOIDSSVLQFOXGHYHQGRUGHYHORSHGDSSVDQGSXEOLFODYDLODEOHDSSVVXFK as those in public app stores. THE MOST SATISFIED DEVELOP MORE CUSTOM APPS 7KRVHZLWKKLJKVDWLVIDFWLRQSURSRUWLRQDOOGHYHORSPRUHDSSVLQWHUQDOO
  26. 26. WKDQ WKRVHZLWKORZVDWLVIDFWLRQGR
  27. 27. 7KHDOVRXVHSDUWQHUVWRGHYHORSWKHLUDSSV PXFKPRUHIUHTXHQWOYHUVXVIRUWKRVHZLWKORZVDWLVIDFWLRQ
  28. 28. Those with low satisfaction do have plans to create custom apps, with 54% men WLRQLQJSODQVWRFUHDWHDSSVLQWHUQDOODQGSODQQLQJWRKLUHSDUWQHUVWRGHYHORS apps on their behalf. This indicates an across the board acknowledgment of the YDOXHRIFXVWRPDSSVZKLFKVXSSRUWVHDUOLHUȴQGLQJVUHODWHGWRWKHUHVSRQGHQWVȇ main goal for enterprise mobility: to improve business processes and presumably accelerate business itself. AND USE MORE APPS OVERALL ΖQWHUHVWLQJOWKRVHZLWKKLJKVDWLVIDFWLRQDOVRXVHDVPDQRUPRUHR΍WKHVKHOI DSSVWKDQWKHLUOHVVVDWLVȴHGFRXQWHUSDUWVZLWKUHSRUWLQJXVHRIYHQGRUDSSV DQGUHSRUWLQJXVHRISXEOLFDSSV7KLVLQGLFDWHVDULFKHUSURJUDPRIPRELOLW overall, with more apps available for users. To balance out this point of “more apps,” it must be noted that apps are far more narrowly focused than desktop applications, so more apps are required to provide all the needed functionality. TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  29. 29. Apperian 2014 Executive Enterprise Mobility Report 13 WHAT’S DRIVING SATISFACTION? :25.Ζ1*+$5'72'5Ζ9($'237Ζ21 Participants were asked what strategies they were using to drive adoption. It seemed OLNHOWKDWZHȇGVHHGL΍HUHQFHVEHWZHHQWKRVHVDWLVȴHGDQGXQVDWLVȴHGZLWKDGRS WLRQGL΍HUHQFHVWKDWFRXOGSURYLGHHYLGHQFHRIZKDWKHOSVGULYHDGRSWLRQ What strategies are you using to drive app adoption? By satisfaction with adoption Current Planned Low Satisfaction 11% 50% Average Satisfaction 18% 59% High Satisfaction Internal promotion of available apps 40% 43% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Low Satisfaction 7% 54% Average Satisfaction 26% 59% High Satisfaction App management software 60% 29% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Low Satisfaction 54% 32% Average Satisfaction 44% 38% High Satisfaction BYOD 60% 31% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Low Satisfaction 11% 25% Average Satisfaction 29% 32% High Satisfaction Private app store 31% 40% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Low Satisfaction 32% 36% Average Satisfaction 50% 15% High Satisfaction Help desk 66% 26% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Low Satisfaction 11% Average Satisfaction 15% High Satisfaction Gamification 11% 31% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  30. 30. Apperian 2014 Executive Enterprise Mobility Report 14 WHAT’S DRIVING SATISFACTION? :25.Ζ1*+$5'72'5Ζ9($'237Ζ21 7KRVHPRVWVDWLVȴHGDUHGRLQJȴYHWKLQJVGL΍HUHQWOIURPWKRVHOHDVWVDWLVȴHG i Promoting appsLQWHUQDOOYHUVXVIRUWKRVHOHDVWVDWLVȴHG
  31. 31. i Deploying app management software YHUVXVIRUWKRVHOHDVWVDWLVȴHG
  32. 32. i 2΍HULQJenterprise app storesYHUVXVIRUWKRVHOHDVWVDWLVȴHG
  33. 33. i Providing a help deskWRVXSSRUWXVHUVYHUVXVIRUWKRVHOHDVWVDWLVȴHG
  34. 34. i 8VLQJOHDGLQJHGJHWDFWLFVOLNHJDPLȴFDWLRQ to drive adoption (11% versus 0% of WKRVHOHDVWVDWLVȴHG
  35. 35. INTERNAL PROMOTION 7KHKLJKOVDWLVȴHGJURXSLVZRUNLQJWRSURPRWHDSSVLQWHUQDOOZKLFKPDNHV sense because they’re also more focused on creating custom apps. A company is much more likely to promote custom apps because they are excited and in vested in them. 2QWKHRWKHUKDQGWKRVHOHDVWVDWLVȴHGGRSODQWRSURPRWHDSSVLQWHUQDOO
  36. 36. WKHMXVWDUHQȇWGRLQJLWHWIRUWKHPRVWSDUW6XFKH΍RUWVDUHOLNHOWRLQFUHDVH adoption. TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  37. 37. Apperian 2014 Executive Enterprise Mobility Report 15 WHAT’S DRIVING SATISFACTION? :25.Ζ1*+$5'72'5Ζ9($'237Ζ21 APP MANAGEMENT %HFDXVH WKH KLJKO VDWLVȴHG JURXS LV VR IRFXVHG RQ DSSV DQG LV EXLOGLQJ PRUH of its own apps, it stands to reason that app management is a greater focus. App management software supports the entire app lifecycle, including adding apps, ensuring they are secure, and deploying them to all relevant users. Apps and content are secured in a way that is integrated with the enterprise security infrastructure. The large investment in app management is likely the strongest evidence that the KLJKVDWLVIDFWLRQJURXSLVGRLQJVRPHWKLQJGL΍HUHQWODQGWKHQXPEHUVEHDUWKLV RXWRIWKRVHZLWKKLJKVDWLVIDFWLRQKDYHDSSPDQDJHPHQWVRIWZDUHLQSODFH DVFRPSDUHGZLWKRQORIWKRVHZLWKORZVDWLVIDFWLRQ We can also see app management software becoming pervasive in the future, ZKHQ RX FRQVLGHU WKDW RI WKRVH KLJKO VDWLVȴHG HLWKHU KDYH LW RU SODQ WR GHSORLW(YHQWKRVHOHDVWVDWLVȴHGUHFRJQL]HWKHYDOXHRIPDQDJLQJDSSVRI them plan to deploy app management software. ENTERPRISE APP STORES Like the app store on your phone, having an enterprise app store makes it easier for users to discover apps that can help them do their jobs. Many more of those KLJKOVDWLVȴHGKDYHDQHQWHUSULVHDSSVWRUH
  38. 38. FRPSDUHGZLWKRQORI WKRVHXQVDWLVȴHGZLWKDGRSWLRQ7DNLQJLQWRDFFRXQWIXWXUHSODQVDQDGGLWLRQDO RIWKRVHKLJKOVDWLVȴHGSODQWRR΍HUDQHQWHUSULVHDSSVWRUHFRPSDUHGZLWK RIWKRVHXQVDWLVȴHGZLWKDGRSWLRQ TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  39. 39. Apperian 2014 Executive Enterprise Mobility Report 16 WHAT’S DRIVING SATISFACTION? :25.Ζ1*+$5'72'5Ζ9($'237Ζ21 HELP DESK If people can’t make mobile apps work for them, they stop using them. How can you SUHYHQWLQLWLDOIUXVWUDWLRQIURPOHDGLQJWRJLYLQJXS2QHH΍HFWLYHPHWKRGLVWRKDYH DPRELOHKHOSGHVN6RPHRIWKRVHKLJKOVDWLVȴHGZLWKDGRSWLRQHLWKHUKDYHD KHOSGHVN
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  43. 43. Help desks appear to be an easy way to improve adoption. Some app management SODWIRUPVR΍HUKDQGVRQIHDWXUHVWKDWDOORZVXSSRUWSHUVRQQHOWRUHPRWHOFRQWURO RUFRQȴJXUHDXVHUȇVDSSKHOSLQJWKHPZLWKVHWXSRUDVVLVWLQJWKHPZLWKIHDWXUHV remotely. GAMIFICATION *DPLȴFDWLRQLVDUHODWLYHOQHZVWUDWHJDQGQRWHWZLGHOLPSOHPHQWHG6WLOOLWȇV LQWHUHVWLQJWKDWRIWKRVHZLWKKLJKVDWLVIDFWLRQDUHXVLQJJDPLȴFDWLRQDQGDQ RWKHUSODQWR )RUWKRVHOHDVWVDWLVȴHGQRRQHLVFXUUHQWOXVLQJJDPLȴFDWLRQDQGRQOSODQWR TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  44. 44. Apperian 2014 Executive Enterprise Mobility Report 17 RECOMMENDATIONS )RU(QWHUSULVH0RELOH3URJUDPV 7KHNHȴQGLQJRIRXUDQDOVLVUHYHDOVWKDWFXVWRPGHYHORSHGDSSVIRFXVHGRQEXVL ness process improvement are the most sought after and produce the best results. i 7KHPDLQEHQHȴWVRXJKWERIUHVSRQGHQWVLVLPSURYHGEXVLQHVVSURFHVVHV i The most frequently cited investment to increase adoption of mobile apps is FUHDWLQJPRUHDSSVWKDWDGGUHVVFRUHEXVLQHVVSURFHVVHVFLWHGERIUH spondents. i 7KRVHPRVWVDWLVȴHGZLWKDGRSWLRQDUHFUHDWLQJPRUHFXVWRPDSSV i 7KRVHPRVWVDWLVȴHGZLWKDGRSWLRQDUHZRUNLQJKDUGHURQPDQIURQWVWRGULYH adoption among users. Here are a few additional recommendations based on my own research and observations about successful enterprise mobility programs: i Invest in app management software and enterprise app stores. Q Do not wait to invest in app management and enterprise app stores. It is clear WKDWWKRVHPRVWVDWLVȴHGZLWKDSSDGRSWLRQDUHXVLQJWKHVHWDFWLFVDQGWKDW OHVVVDWLVȴHGVHJPHQWVSODQWR TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  45. 45. Apperian 2014 Executive Enterprise Mobility Report 18 RECOMMENDATIONS )RU(QWHUSULVH0RELOH3URJUDPV i Be sure to segment your users. Q ΖPSRUWDQWEXVLQHVVSURFHVVHVDUHUDUHOJHQHULF8VHUVKDYHGL΍HUHQWQHHGV and talents that must be taken into account. Think like a marketer and create formal segmentation and improve it over time. i Consider the technology setup of the people you are supporting. Q While we are all mobile, we are also not only mobile. Consider how to support the use of an app in all the contexts in which users work. Q It is crucial to understand how are you going to allocate business processes across devices and platforms. i Lower the cost of implementing and deploying apps. Q Hybrid web apps are a great way to easily mobilize internal websites. Q 0RGHOGULYHQDSSGHYHORSPHQWWRROVVXFKDV9L]L$SSVFDQPDNHLWHDVLHUWR create apps rapidly. Q By deploying such apps with proper analytics, you can learn what people need. TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  46. 46. Apperian 2014 Executive Enterprise Mobility Report 19 RECOMMENDATIONS )RU(QWHUSULVH0RELOH3URJUDPV i To speed up app development, invest in an API. Q A program to improve management and operational skills of APIs is a crucial enabler for mobile app development. i Choose the right form for each application. Q HUWDLQWSHVRIDSSVZLOOEHIULHQGOLHUWRVSHFLȴFFODVVHVRIGHYLFHVWDEOHWYHU sus smartphone for example). i Patterns for developing apps will quickly emerge. Use them to your advantage. Q App patterns include supporting a role, supporting one process step, or pre senting data. Q Strategies for management and maintenance will vary based on the needs of the apps. Successful mobility programs should make it as easy and low cost as possible to experiment with new types of apps to support business processes and should use PHWULFVWRGHWHUPLQHZKDWPDNHVWKHPRVWGL΍HUHQFH Metrics and analytics are key for evaluating where to deploy resources in creating PRELOHDSSOLFDWLRQVWKDWR΍HUFRPSHWLWLYHGL΍HUHQWLDWLRQRPSDQLHVZLOOQHHGWR evaluate mobility management solutions in order to provide those metrics and ad dress concerns around mobility management. TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs
  47. 47. Apperian 2014 Executive Enterprise Mobility Report 20 ACKNOWLEDGMENTS ABOUT CITO RESEARCH CITO Research is a source of news, analysis, research and knowledge for CIOs, CTOs, IT and business professionals. CITO Research engages in a dialogue with its audi ence to capture technology trends that are harvested, analyzed and communicated LQDVRSKLVWLFDWHGZDWRKHOSSUDFWLWLRQHUVVROYHGLɝFXOWEXVLQHVVSUREOHPV www.citoresearch.com TABLE OF CONTENTS Introduction Survey Nuts and Bolts: How We Did It and Who Participated Key Findings Supporting Business Processes Is the Prime Directive XVWRPHUDQG5ROH6SHFLȴF$SSV2΍HU0RVWΖPSDFW Security Is a Widespread Concern %XW1RWKLQJΖV6ORZLQJWKH0RPHQWXPRI0RELOLW Investments Increase Adoption 0HDVXULQJ6XFFHVVZLWK0RELOLW What’s Driving Satisfaction? Custom Apps: A Critical Success Factor The Most Successful Develop More Custom Apps And Use More Apps Overall Working Hard to Drive Adoption Internal Promotion App Management Enterprise App Stores Help Desk *DPLȴFDWLRQ Recommendations for Enterprise Mobile Programs ABOUT OUR SPONSOR Apperian is a mobile appli cation management (MAM) company. The Apperian EASE platform delivers enterprise mobility services that enable many of the world’s largest cor porations to securely manage the full lifecycle of mobile apps for iOS, Android and Blackber ry. Apperian is empowering the liberated enterprise to support the BYOD revolution. ABOUT GATEPOINT RESEARCH Gatepoint Research, a subsidiary of 6LPSO'Ζ5(7XVHVRSWLQLQYLWDWLRQRQO custom surveys to collect industry re search in order to gain insight into user needs, analyze IT and business trends, forecast innovation direction and general OVXSSRUWFULWLFDOGHFLVLRQPDNLQJ6XUYH responders are thought leader executives in functionally relevant roles in leading technology companies. Gatepoint stresses the quality of each responder to achieve highly valid and representative data. www.apperian.com www.gatepointresearch.com

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