5. 2010
–
BeIer
or
Worse?
What’s
in
the
Head
of
Your
Customers?
What’s
in
YOUR
Head?
Where
is
the
ECM
Industry
Headed?
Photo
source
=
hIp://www.flickr.com/photos/mcfarlandmo/3274597033/
6. 2010
–
BeIer
or
Worse?
Photo
source
=
hIp://www.flickr.com/photos/mcfarlandmo/3274597033/
7. 85
Survey
Par,cipants
Other
$250
million
in
revs
4%
VAR
20%
Sys
Int
Service
12%
Company
64%
10. Staffing
• Mean
staff
size
=
87.7
• Median
staff
size
=
14.0
• Mean
rev/employee
=
$113,578
• Median
rev/employee
=
$85,833
• Mean
sales
staff
size
=
4.6
• Median
sales
staff
size
=
2.0
11. • As
a
percentage
of
total
revenues…
• N=33
– Key
raFons
2010
2009
– Variable
Selling
expense
10.2%
7.5%
– Personnel
expense
35.2%
31.8%
– Semi-‐fixed
expense
9.8%
8.8%
– Fixed
expense
13.1%
8.9%
Variable
Selling
Expense
-‐-‐
expenses
incurred
which
can
be
Fed
back
to
a
sales
event.
ParFcularly,
sales
commissions
and
customer
goodwill
accommodaFons.
Personnel
Expense
-‐-‐
expenses
that
are
incurred
in
payment
of
employee
compensaFon,
taxes
or
benefits.
Semi-‐fixed
Expenses
-‐-‐
normal
overhead
expenses
that
may
shrink
or
grow
in
relaFon
to
the
volume
of
business
but
are
not
Fed
to
a
specific
sales
event.
Examples
would
include
adverFsing,
telephone,
and
office
supplies.
Semi-‐fixed
Expenses
-‐-‐
normal
overhead
expenses
that
may
shrink
or
grow
in
relaFon
to
the
volume
of
business
but
are
not
Fed
to
a
specific
sales
event.
Examples
would
include
adverFsing,
telephone,
and
office
supplies.
14. 1. Aggregate
revenues
up
9.7%
vs.
2009
Revenues
2009 = -2.2%
2010 = +9.7%
3272
3199
3510
1344
1400
1422
Mean
Median
15. 2. 79%
of
companies
surveyed
profitable
based
on
85
reporFng
companies
Total
aggregate
revenues
of
$250
million
16. 2010
–
BeIer
or
Worse?
What’s
in
the
Head
of
Your
Customers?
Photo
source
=
hIp://www.flickr.com/photos/mcfarlandmo/3274597033/
17. 3. Over
50%
of
AIIM
users
surveyed
at
early
stage
of
capture
competency
3%
-‐-‐
We
don’t
scan
anything.
15%
-‐
We
use
scanners,
but
ECM
–n
organized
way.
A
Short
History
of
not
in
a
The
Early
Days
34%
-‐-‐
We
scan
as
image
only/manually
apply
metadata.
15%
-‐-‐
We
scan/capture
metadata
for
archive/rou,ng.
17%
-‐-‐
We
scan
and
OCR
for
full
text
search.
17
18. 4. Only
16%
acFvely
extracFng
data
from
images
to
drive
processes
3%
-‐-‐
We
don’t
scan
anything.
16%
15%
-‐
We
use
scanners,
but
ECM
–n
organized
way.
A
Short
History
of
not
in
a
The
Early
Days
34%
-‐-‐
We
scan
as
image
only/manually
apply
metadata.
15%
-‐-‐
We
scan/capture
metadata
for
archive/rou,ng.
17%
-‐-‐
We
scan
and
OCR
for
full
text
search.
18
19. 5. Decision
makers
vary
significantly
based
on
focus
of
implementaFon
Who
Makes
the
Decision?
(where
primary
decision-‐maker
known)
RM
or
IT
Line
of
compliance
Business
Capture
15%
23%
29%
ECM
&
RM
&
24%
34%
14%
DM
Workflow
&
10%
31%
27%
BPM
SharePoint
8%
68%
6%
20.
XX%
-‐-‐
Con,nuity/disaster
recovery
XX%
-‐-‐
Records
and
compliance
XX%
-‐-‐
Improve
process
throughput
XX%
-‐-‐
Short
Hcustomer
f
ECM
–
The
Early
Days
A
Improve
istory
oservice/access
XX%
-‐-‐
Reduce
paper/go
green
XX%
-‐-‐
Reduce
transporta,on/logis,cs
costs
XX%
-‐-‐
Improve
informa,on
access/KM
XX%
-‐-‐
Reduce
physical
office
costs
XX%
-‐-‐
Increase
flexibility
XX%
-‐-‐
Reduce
data
entry
costs
20
21. 6. Top
business
drivers
for
capture
clear,
but
not
necessarily
consistent
15%
-‐-‐
Con,nuity/disaster
recovery
39%
-‐-‐
Records
and
compliance
43%
-‐-‐
Improve
process
throughput
41%
-‐-‐
Short
History
oservice/access
Early
Days
A
Improve
customer
f
ECM
–
The
26%
-‐-‐
Reduce
paper/go
green
17%
-‐-‐
Reduce
transporta,on/logis,cs
costs
53%
-‐-‐
Improve
informa,on
access/KM
43%
-‐-‐
Reduce
physical
office
costs
06%
-‐-‐
Increase
flexibility
13%
-‐-‐
Reduce
data
entry
costs
21
22. 7. Users
value
cost
benefits
of
capture
outsourcing
most;
but
not
as
much
as
suppliers
think
they
do
8. Service
companies
under-‐esFmate
the
value
users
place
on
smoothing
workflow
spikes
Key
Capture
Outsource
Benefits
(name
2)
Easier
migraFon
Improve
security
Increase
flexibility
Improve
quality
Reduce
expense
Handle
"spikes"
Conserve
mgmt
Fme
Focus
personnel
23. 9. End
users
look
to
AIIM
and
local
events
as
most
favored
sources
of
informaFon
on
capture
and
scanning
soluFons;
soluFon
providers
tend
to
over-‐value
their
own
email
markeFng
and
large
verFcal
events
and
under-‐invest
in
press
(and
frankly
in
AIIM)
24. 2010
–
BeIer
or
Worse?
What’s
in
the
Head
of
Your
Customers?
What’s
in
YOUR
Head?
Photo
source
=
hIp://www.flickr.com/photos/mcfarlandmo/3274597033/
25. based
on
85
reporFng
companies
Total
aggregate
revenues
of
$250M
26. 10. Healthcare
clearly
perceived
as
THE
key
growth
market;
S&L
currently
the
largest
exisFng
market,
but
likely
subject
to
pressures
in
next
few
years
Your
top
3
growth
markets?
76%
=
healthcare
33%
=
state
and
local
28%
=
banking
26%
=
oil
and
gas/uFl
21%
=
fed
govt
based
on
85
reporFng
companies
Total
aggregate
revenues
of
$250M
27. 11. %
experiencing
revenue
growth
for
professional
services,
scanning
services,
and
sosware
sales
up
significantly
in
2010
over
2009
Business
Mix
Revenues
up
Revenues
same
Revenues
down
Last
12
months
Last
12
months
Last
12
months
Micrographic
HW
1%
75%
23%
Scanning
HW
30%
45%
26%
Micrographic
serv
5%
65%
29%
Scanning
serv
43%
28%
29%
Professional
serv
61%
26%
12%
DM
and
ECM
SW
49%
32%
19%
Sosware
Dev
26%
70%
4%
28. 12. When
service
companies
themselves
outsource
to
a
partner,
THE
most
important
characterisFc
in
a
partner
is
service
quality.
Core
quali,es
in
an
outsourcing
partner
-‐-‐
name
2
Responsiveness
35%
Security
15%
Service
quality
81%
Experience
24%
CompeFtor?
24%
29. 13. When
service
companies
themselves
outsource
to
a
partner,
the
most
likely
processes
are
film-‐related
and
indexing
30. 14. Top
on
the
wish
list
of
desired
support
for
vendor
partners
are:
a)
joint
sales
calls;
and
b)
pricing
flexibility
31. 15. Top
on
the
wish
list
of
aIributes
for
scanning/capture
partners
are:
a)
price;
and
b)
reputaFon
32. 2010
–
BeIer
or
Worse?
What’s
in
the
Head
of
Your
Customers?
What’s
in
YOUR
Head?
Where
is
the
ECM
Industry
Headed?
Photo
source
=
hIp://www.flickr.com/photos/mcfarlandmo/3274597033/
33. Understanding
markets
in
transi,on
33
Photo
source
=
hIp://www.flickr.com/photos/ellenm1/3861396678/
37. Consumer
Technologies
and
the
Enterprise
You
Say
You
Want
a
Revolu,on
Enterprise
IT
Consumer
IT
On
Hold
On
Fire
Source
=
AIIM
and
TCG
Advisors
37
38. How
can
it
be
that
I
am
so
powerful
as
a
consumer
and
so
The
Big
Disconnect
lame
as
an
employee?
How
disrup,ve
will
Consumer
IT
be
to
Enterprise
IT?
Source
=
AIIM
and
TCG
Advisors
39. Systems of Record Systems of Engagement
Command
and
control
CollaboraFve
Systems
of
Engagement
Emerge
TransacFon-‐oriented
InteracFon-‐oriented
Document-‐centric
User-‐centric
User
learns
system
System
learns
user
Security
is
key
issue
Privacy
is
key
issue
Source
=
AIIM
and
TCG
Advisors
39
40. 1. Aggregate
revenues
up
9.7%
vs.
2009
10. Healthcare
clearly
perceived
as
THE
key
2. 79%
of
companies
surveyed
profitable
growth
market;
S&L
currently
the
3. Over
50%
of
AIIM
users
surveyed
at
largest
exisFng
market,
but
likely
subject
early
stage
of
capture
competency
to
pressures
in
next
few
years
4. Only
16%
acFvely
extracFng
data
from
11. %
experiencing
revenue
growth
for
professional
services,
scanning
services,
images
to
drive
processes
and
sosware
sales
up
significantly
in
5. Decision
makers
vary
significantly
based
2010
over
2009
on
focus
of
implementaFon
12. When
service
companies
themselves
6. Top
business
drivers
for
capture
clear,
outsource
to
a
partner,
THE
most
but
not
necessarily
consistent
important
characterisFc
in
a
partner
is
7. Users
value
cost
benefits
of
capture
service
quality;
top
processes
film-‐
outsourcing
most;
but
not
as
much
as
related
and
indexing
suppliers
think
they
do
13. When
service
companies
themselves
8. Service
companies
under-‐esFmate
the
outsource
to
a
partner,
the
most
likely
value
users
place
on
smoothing
processes
are
film-‐related
and
indexing
workflow
spikes
14. Top
on
the
wish
list
of
desired
support
9. End
users
look
to
AIIM
and
local
events
for
vendor
partners
are:
a)
joint
sales
as
most
favored
sources
of
informaFon
calls;
and
b)
pricing
flexibility
on
capture
and
scanning
soluFons;
15. Top
on
the
wish
list
of
aIributes
for
soluFon
providers
tend
to
over-‐value
scanning/capture
partners
are:
a)
price;
their
own
email
markeFng
and
large
and
b)
reputaFon
verFcal
events
and
under-‐invest
in
press
(and
frankly
in
AIIM)