Survey of Retailer Use of Software as a Service

ID Number: G00170588

15 September 2009

Mim Burt

When retail CIOs are being challenged to do "more for less," SaaS presents an attractive option for modernizing the IT agenda, particularly in areas such as CRM, supply chain management, procurement, merchandising, and pricing and promotions.

*	Unavailable for individual purchase For information on how to gain access to this and other documents, click here.

Browse Topics

Other Options

Contact Gartner

For information on how to gain access to this and other documents, click here.

You or your organization may already own this document. Register now to find out. Your Gartner Membership Administrator can supply the needed License Key(s).

You will not lose your document during registration.

Username:

Password:

Forgot your username
or password?

This document is not available as part of your current Gartner subscription. For pricing and availability of the full document, please contact your Gartner account representative. Your account representative can also give you more information about your current subscription and other access options that may be available to you. If you do not have a Gartner account representative, call +1 203 316 1200 for assistance.

Table of Contents

Analysis

1.0

Methodology

2.0

Retailer Use of SaaS

2.1

Key Take-Away: 47% of Retailers Surveyed Had No Plans to Implement SaaS

2.2

Barriers to SaaS Adoption

2.3

Key Take-Away: CRM Leads the Way for SaaS

2.3.1		CRM Was the Top-Targeted Process, Picked by 68% of Retailers
2.3.2		Supply Chain and Procurement Was Picked by 57% of Retailers, Making It the Second-Most-Targeted Process
2.3.3		Merchandising, Pricing and Promotions Was the Third-Most-Targeted Process, Picked by 39% of Retailers
2.3.4		Multichannel Order Management and Fulfillment
2.3.5		In-Store Processes Are Among the Least Picked for SaaS Treatment
2.3.6		SaaS a Tiny Component of ERP

2.4

Key Take-Away: Reducing or Deferring Capital Costs Was the No. 1 Benefit Retailers Expected When Implementing SaaS

2.4.1		Cost Reduction Is Top Concern
2.4.2		Further Down the List: Looking at Sales Benefits

2.5

Key Take-Away: Retailers Fulfilled Best on "Ability to Respond Better to Process Changes"

2.5.1		Process Changes Most Fulfilled by SaaS, Followed by Market Changes
2.5.2		"Extending Lifetime of Legacy Applications" Was No. 3
2.5.3		Retailers Scored Cost Reduction Fulfillment Low
2.5.4		Labor Cost Reductions Fared Better Than Capital or Maintenance Costs

3.0

Recommendations

Recommended Reading

List of Figures

	Figure 1.	Retailer Plans for Implementation of SaaS

	Figure 2.	Processes Targeted for Current and Future SaaS Implementations

	Figure 3.	Benefits Expected When Implementing SaaS

	Figure 4.	Extent to Which Expectations Were Fulfilled

Reducing or Controlling Costs
Retail Systems
Software as a Service

© 2009 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

Resource Id: 1179617