The WAVE Report
Issue #0605------------------2/3/06

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0605.1 CRM ABCs

 Customer Relationship Management – A White Paper

0605.2 Display Markets

 LCD Monitor Market Reaches $35B in 2005

0605.3 Desktop Mobility

Remote Desktop for Mobiles: Omnipresence and Omnipotence without Miracles

0605.4 Wireless Technology

Government Technology Survey Finds Public Access Wireless Lags in Value Recognition

0605.5 Mobile Scanner

The Camera Phone as Scanner: ABI Research Anticipates a New Information Market

0605.6 IP Communications

Ten Steps That IP Communications Vendors Should Take to Increase Sales Through Small and Medium Business Channels

0605.7 VoIP Growth Trends

Global VoIP Subscribers to Top 55 Million in 2009 Says In-Stat

0605.8 Consumer Predications

ACNielsen Unveils Predictions for 2006

0605.9 OLED Technology

Kodak Broadens its Participation in OLED Technology

0605.10 VoIP Requirements

Enterprise VoIP Planning

0605.1 CRM ABCs

***Customer Relationship Management – A White Paper

In a white paper produced by the Yankee Group, an in depth review of customer relationship models is discussed. The following is excerpted from the overview:

Hosted CRM software is undergoing a significant evolutionary shift that is driving down the total cost of ownership, increasing its acceptance in a broader range of enterprises, and creating new opportunities for organizations to deploy hosted or hybrid models that leverage and protect existing investments.

Hosted CRM originally emerged in response to the barriers of time, money and resources that impeded many companies from deploying CRM solutions on premises and across their organizations. Reflecting the limited scope and functionality of the first available solutions, most early deployments were tactical in nature and confined to siloed departments and systems. Hosted solutions generally have not figured in strategic, enterprisewide initiatives that extend CRM across departments, systems, channels, partners and geographies to reduce operating costs, drive new revenue and deliver superior customer experiences.

However, new enterprise-class functionality such as customization, integration, analytics and application breadth has transformed hosted CRM from a tactical implementation to a strategic solution.

By understanding the key elements and application components of these new solutions, and by matching them to their strategic objectives, all organizations now have unprecedented opportunities to combine the lower costs and faster time-to-the-customer of hosted solutions with the strategic benefits of enterprise-wide CRM.

This white paper looks at the definition of hosted CRM and its difference from traditional solutions. The movement from tactical to strategic CRM is discussed. The paper looks at requirements for strategic-hosted CRM, including the key foundational elements and evaluating key core application components.  Finally, recommendations are given depending upon the requirements for any organization.

The free white paper from Seibel Systems may be found at:

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0605.2 Display Markets

***LCD Monitor Market Reaches $35B in 2005; Industry Leaders to Discuss Upward Momentum at DisplaySearch US FPD Conference

January 30, 2006

DisplaySearch recently revealed data showing worldwide LCD desktop monitor shipments grew more than expected in Q3'5, rising 20% Q/Q and 68% Y/Y to 28.4M units. As Q4'05 final worldwide numbers are tallied from all channels and regions, an additional 11% growth in worldwide branded volume shipments is expected resulting in annual unit shipments of 106.2M with revenues reaching $35B. 2005 LCD monitor shipments are expected to rise 54% for 2005, the highest yearly growth rate since 2003 when the market was less than half its current size.

With this high unit volume growth, LCD monitors are expected to account for 74.1% of the total desktop monitors shipped in Q4’05, as shown in Table 1, leading many to question whether the world’s largest outlet for larger-size LCD technology is becoming saturated. With top producers indicating increased multiple monitor use for standard office applications as well as the growing acceptance of wide aspect ratios for office and home use, the desktop monitor market could be on the verge of its next replacement cycle.

Such topics will be discussed at the 8th Annual DisplaySearch US FPD Conference to be held March 21-23 in San Diego California. In the Desktop Monitor session, executives from two of the world's top five LCD monitor companies, HP and Acer, will present with one of the top five producers of panels for LCD monitor applications, Taiwan-based Chi Mei Optoelectronics (CMO). Microsoft will present their view on the potential impact of Vista on desktop monitors. In addition, Dell Displays VP Gerry Smith will participate in the Display Executive Roundtable on March 21.

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0605.3 Desktop Mobility

***Remote Desktop for Mobiles: Omnipresence and Omnipotence without Miracles

February 1, 2006

The second major release of Remote Desktop for Mobiles extends the program's functionality with a hosted service to facilitate access to remote desktops from web browsers. Remote Desktop for Mobiles v2.0 features distant file transfer and management, application launch, document editing and other ways of accessing remote system resources. Screen-sharing opens up an access to host system applications and settings. The introduction of an intermediary on-line service in the new version of the program serves additional security and minimal changes of firewall rules on the server side. Along with direct access mode, the hosted service provides wider flexibility while maintaining high level of security.

Rather than luxury, secure internet access to home and office desktops and corporate LANs is today's must for businesses. Access to remote business resources and applications can dramatically increase productivity of remote and mobile workers. Remote Desktop for Mobiles v2.0 brings the riches of remote systems over to the user while maintaining security of the data transfer.

While the previous version focused on operating PC systems remotely from mobile phones and Blackberrys, Remote Desktop for Mobiles v2.0 extends the means of distant control to all web browsers with the support for Java applets. All road warriors working at a customer site, or staying in a hotel on business can now enjoy the benefits of broadband connectivity when accessing their offices or home PCs. The program allows connecting to a distant system from a web-browser directly or via RDM Online hosted service. Remote Desktop for Mobiles v2.0 provides a much faster interaction between a client and a server. It also provides a high level of security befitting the demands of business environment. Robust encryption protects each session end to end. Business users can now enjoy a full access to their office systems without compromising network security.

The combination of a fast distant access to PC systems and robust encryption makes Remote Desktop for Mobiles v2.0 applicable to various user needs. It allows accessing vital information on the go and using business applications and corporate LAN resources. It can become the extension of your help desk and provide remote help services. It can even be used for parental control of offspring's network activities. The technology offered by Remote Desktop for Mobiles v2.0 will help you combine extra mobility with the joy of comfort and security.

Remote Desktop for Mobiles v2.0 Features at a Glance

* Support for all available means of communication (mobile phones, RIM Blackberry devices and all popular web browsers);

* Support for connection relay through secure RDM Online Service;

* Remote access from any location via Java web client under most OS (Windows, Unix/Linux, Mac) without installing additional software;

* Strong encrypted communication either directly or via secure RDM Online Service;

* Intuitively clear user interface;

* Feature-rich remote desktop.

Pricing and Availability

Remote Desktop for Mobiles v2.0 offers complete support for Windows family OS and Java-powered mobile devices. Users of other systems can operate Remote Desktop for Mobiles v2.0 via a web client.

A single-user license costs $29.99 (USD) and includes an installation package and a three-month access to RDM Online Service. Bulk orders are subject to discounts. Registered users are entitled to free technical support. A fully-functional trial version is available at

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0605.4 Wireless Technology

***Government Technology Survey Finds Public Access Wireless Lags in Value Recognition

FOLSOM, Calif.
Jan. 31, 2006

Government Technology magazine just released the results of its Digital Communities survey that charts current public sector views on wireless and mobile networks. Nearly two thirds (61%) of those responding to the survey rated police, fire and emergency response as the outdoor wireless applications likely to deliver the greatest public value. Only about a third (35%) considered that wireless public Internet access was likely to deliver significant community value.

The survey, conducted as a part of Government Technology's Digital Communities initiative, was designed to provide insight into government perceptions of wireless and mobile workforce technologies.

The findings indicated that the government sector is fairly well informed about wireless issues, but that they are not necessarily fully on top of the latest developments. For instance, security of wireless technology was cited by 47% of respondents as the largest barrier to moving forward with a wireless or mobile deployment. And authenticating and protecting data over public networks was considered essential by 83%. Clearly the industry work in recent years to greatly improve Wi-Fi security so that new certification standards meet stringent government data protection requirements still is not fully appreciated.

However, in spite of any lingering security concerns, 51% of those answering the survey said their communities were currently evaluating wireless opportunities, intending to run pilots in the coming year or were already running pilots.

The full survey results can be found in Resource Center at:

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0605.5 Mobile Scanner

***The Camera Phone as Scanner: ABI Research Anticipates a New Information Market

Jan. 31, 2006

When is a camera phone not a camera? When it behaves like a reader, receiving and displaying coded information from the objects in front of its lens.

That data can be visible, as in the case of barcodes or the "QR" codes popular in Japan; or unseen, as in "steganography" which in its current form, announced by Fujitsu in mid-2005, involves hiding information in printed pictures, invisible to the human eye but extractable by Fujitsu's algorithms in a camera phone.

Aim your camera phone at a scene pictured in a magazine, and it could deliver a map or other information about the site. In a store, you could "scan" a product's label and get the latest consumer report article about it. In the supermarket, you could retrieve a list of a food's ingredients to ensure they won't trigger an allergic reaction.

None of this is widely available yet, but some steps towards it are visible. One company, scanR, lets you use your camera phone as a scanner, copier and fax. Nextcode offers free downloadable software that reads certain kinds of barcodes and allows the phone user to download product information, ringtones and wallpapers. Another company, Mobot, lets consumers photograph advertisements, products and logos, then scans the image using its own visual recognition technology and directs them to related information.

ABI Research's study, "Mobile Phone Imaging," identifies the drivers for camera phone growth, and explains how mobile imaging will evolve. Forecasts from 2004 through 2010 cover the total world market. The study is also available as part of two ABI Research subscription Services, the Digital Media Distribution and Management Research Service, and the Mobile Devices Research Service. These contain a mix of research reports, industry and forecast databases, regular market updates, and ABI Insights, and include analyst inquiry time.

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0605.6 IP Communications

***Ten Steps That IP Communications Vendors Should Take to Increase Sales Through Small and Medium Business Channels; New AMI-Partners Research Study Outlines Ways to Increase SMB Adoption Of IP Communications

Feb. 1, 2006

Only 8% of small businesses (less than 100 employees) and less than 35% of medium businesses (100-999 employees) in the United States have deployed some form of IP communications in their companies, according to a research report by AMI-Partners. Yet, these SMBs (small and medium businesses) together spent nearly $75 billion on telecommunication products and services. This represents a huge opportunity for the burgeoning number of vendors who offer IP communications solutions to the business market.

To better understand the drivers and obstacles to IP communications adoption among US SMBs, AMI-Partners interviewed channel partners across the U.S. about their experiences selling IP communications to SMBs. In this report, these systems integrators and value-added resellers provide their viewpoints on the state of the IP communications market among small and medium businesses, and they recommend a variety of ways for IP communications vendors to be more successful selling to the large yet diverse SMB market.

The report summarizes six of the most significant benefits that U.S. SMBs can realize from IP communications, as well as six of the obstacles that are slowing its adoption. It concludes by outlining ten clear steps that vendors should take to increase IP communications sales in the U.S. SMB market, among them "Quality is Key," "Start with IP Trunking," and "Enable Customer Growth."

About the Study

AMI-Partners' 14-page report "Ten Steps that IP Communications Vendors Should Take to Increase Sales Through SMB Channel Partners," is available now and provides analysis of IP communications market trends and recommended vendor strategies for the SMB market. The study also includes relevant market data from AMI-Partners' most recent U.S. small and medium business surveys.

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0605.7 VoIP Growth Trends

***Global VoIP Subscribers to Top 55 Million in 2009 Says In-Stat

Jan. 31, 2006

The global market for consumer VoIP services has arrived, with total VoIP subscribers worldwide at 16 million in 2005, and projected to grow to more than 55 million in 2009, reports In-Stat. But despite an impressive 62% year-over-year subscriber growth rate in 2005, few consumers have ever heard of the term "VoIP," the high-tech market research firm says. This indicates providers have to continue to educate the public, and that there is considerable room for market growth.

A recent report by In-Stat found the following:

-- 73% of all VoIP subscribers worldwide have migrated to VoIP without making a conscious buying decision to adopt the new technology.

-- In North America and Canada, cable operators are aggressively expanding their VoIP footprint, but are marketing VoIP as plain old telephone service.

-- In Asia, South Korea will have the highest VoIP growth rate, followed by Hong Kong and Singapore.

-- In Europe, broadband ISPs, such as Free Telecom (France) and FastWeb (Italy) are leading the way with innovative consumer triple-play service bundles.

The report, "Global VOIP Has Arrived; Just Not As Expected!" (#IN0502436CT), covers current VoIP markets worldwide, including figures of year-end 2005 subscribers and revenue by major carrier and region. Five-year subscriber and revenue forecasts by region are also presented. The report documents the challenges that ISPs, cable, mobile and fixed-line carriers face to successfully implement strategies in a dynamic global VoIP market.

For more information on this report, please visit:

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0605.8 Consumer Predications

***ACNielsen Unveils Predictions for 2006; ''Year in Preview'' Anticipates Five Key Trends to Help Decision-Makers in 2006

Jan. 30, 2006

ACNielsen has announced five predictions for the coming year. These predictions in health and wellness, retail, beverage alcohol and Boomers are intended to help decision-makers anticipate retail trends in 2006.

The Next Low-Carb Craze?

Prediction: "Low GI" products are the next nutritional buzz; also, antioxidants will grab double-digit increase in sales.

U.S. consumers will continue to obsess over their health in 2006 as growing rates of obesity, diabetes and high blood pressure will have many Americans re-examining the foods they eat.

ACNielsen's LabelTrends service, which tracks product label health claims, provides a barometer of American health trends. Terms such as "low fat", "low sodium", and "low glycemic index" can now be measured in addition to a product's size and contents. This year, expect a surge in food and beverages touting low glycemic index (GI) claims. LabelTrends analysis shows sales of GI products had a big jump from 2004 to 2005, and they expect the trend to continue.

Spectra's BehaviorScape Framework creates a clear-eyed understanding of how Americans view health and wellness issues. By segmenting consumers into BehaviorStages and LifeStyles - based on urban density and affluence, Spectra can accurately predict Americans' behavior.

Using BehaviorScape, Spectra estimates that 50 percent of American consumers are "health neglectors" who care little about their health and tend to be overweight. They love convenience foods, which are often processed and unhealthy.

Overlaying the purchase data (LabelTrends) onto the behavior data (BehaviorScape) allows one to make more specific data-based predictions of new health trends. For example, LabelTrends analysis shows sales of GI products among the neglectors market segment demonstrated an increase of almost 150 percent from December 2004 to December 2005, which is one of the biggest jumps among all health-related claims. While dollar sales of GI products are relatively small, this signifies the potential emergence of a blockbuster trend to keep an eye on.

If health neglectors are at the tail end of the latest health trends, "health activists" are at the leading edge since they are highly educated and have more money to spend on expensive health foods. Food industry marketers must pay close attention to what this affluent group buys as this segment is a health and wellness sweet spot, and may be a leading indicator for emerging health and wellness trends. From December 2004 to December 2005, spending on antioxidants in health activists' markets was estimated to be among the highest of all health-related categories in terms of year-over-year growth. Look for antioxidants, led by liquid tea (up 1000 percent in dollar sales year-over-year), to make an even bigger splash in 2006. Why? In addition to their consumption by activists, antioxidants was also one of the fastest growing health claim among neglectors markets with 52 percent year-over-year increase in dollar sales, showing promise that along with GI goods, antioxidants will hit the mainstream in a big way.


                       Neglectors                     Health Activists

                        Markets                            Markets
                      $ Percent                           $ Percent
                   Change vs. Year                        Change vs.
Health claim             Ago          Health claim         Year Ago
Glycemic Index           149        Antioxidants              31
Antioxidants              52        Organic                   17
Whole Grain                7        Preservatives             10
Vitamin & Mineral          5        Omega-3                    8
Omega-3                    1        Vitamin & Mineral          5

Dollar Store Inflation

Prediction: Look for dollar stores to transcend their dollar position in 2006.

As the dollar store continues to mature and reach saturation in the marketplace, it begs the question: where will dollar stores find new growth? Results from past data show that faster growing retail segments are those targeting middle to high income consumers. Dollar stores have an opportunity to seize market share from other value retailers by expanding their price point and offerings.

In 2005, the average purchase at a dollar store was $12, while mass merchandisers saw an average basket of $43. To steal some of this wallet share, expect dollar stores to become mini super-centers by introducing non-traditional products, including fresh and frozen sections.

While the store's name may remain the same, consumer perception of the dollar store concept will change. Starting in 2006, the dollar store will be known for great value and selection similar to "dime stores" of the last century. In the years to come, we may see the value store evolve into its own, newly defined retail channel.

Extreme Beer Makeover

Prediction: Beer will regain momentum in 2006 through innovation.

Beer has traditionally been the grocery channel's largest beverage alcohol category. While beer constituted 54 percent of alcohol sales in 2005, sales stalled compared to the previous year. In 2006, beer will undergo a major makeover as manufacturers attempt to revive waning sales by changing the way people think about beer.

An ACNielsen Homescan analysis of adult beverage consumers found that in 2005, beer drinkers were drinking less, demonstrated further by the fact that beer volume sales were down 0.4 percent. Another challenge to beer's supremacy: its key demographic, 21-34 year olds, traded their beer for other types of alcohol - mostly spirits.

This year, beer is ready for a comeback. Consumers have demonstrated a desire for experimentation, and brewers are responding. Expect to see a slew of flavoring innovations designed to broaden the appeal--and usage occasions--of beer. Robust flavors like bourbon cask ale, winter ale and pumpkin spice are targeted toward core beer drinkers, while milder flavor-seekers will be pleased to see the continued launch of seasonal beers such as blueberry, strawberry passion and citrus.

Comparable to the growing trend among spirits and wine drinkers, beer consumers are also upscaling, thus opting for higher-priced beers. Expect to see continued growth among imports and craft beers, both among existing brands and new entrants into the market. Though these two segments account for a relatively small portion of beer sales, they are succeeding remarkably well, with imports showing an annual growth rate of 9 percent and crafts selling at a rate 7 percent higher than a year ago. The ultimate goal: increasing beer's usage occasions by taking it from the ball game to the night club and from the couch to the dinner party. By leveraging the lavish qualities of beer, the category will likely snag some image-conscious drinkers currently loyal to wine and spirits.

Boomer Backlash

Prediction: Marketers will need to recognize and cater to the different age groups within the Boomer generation in order to stand apart from the competition.

As we know, the first Boomers turn 60 this year, but, it's important for marketers to understand that not all Boomers are created equal. Younger boomers are still busy juggling families and careers, even as the older boomers are entering retirement.

Expect to see a subtle "Boomer Backlash" from young Boomers who do not relate to the advertising tactics aimed at Boomers entering their golden years.

The marketers that give both the older Boomers and the younger Boomers the attention that each deserve will ultimately be the ones who win the marketing war and the big boomer dollars.

The Grocery Store Gets a Face-Lift

Prediction: The grocery channel will continue to evolve to focus on service rather than convenience.

Trips to the grocery store have been declining in recent years as consumers flee to category killers, mass merchandisers and supercenters. Grocery stores should capitalize on the opportunities that market segments present such as older Boomers - especially from a healthcare perspective.

Driven by an aging population, the number of prescriptions has increased from 2 billion to 3.2 billion in the last decade. Expect a new emphasis on customer service as grocery stores hire nurses or health consultants for basic prescription writing and assisting in complicated medical-related questions.

The return of customer service will extend beyond health and wellness, fueled by technology. With front-of-store applications, such as scanners and self-checkout becoming commonplace, look for savvy retailers to place experienced employees in the aisles, assisting customers with purchasing decisions and recommendations. Whether helping someone read a label, reaching for a product on a high shelf or recommending a wine to pair with an entree, more assistance will be available throughout the grocery store.

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0605.9 OLED Technology

***Kodak Broadens its Participation in OLED Technology; Company Seeks to Promote the Growth of the Worldwide OLED Industry; Sanyo to Assume Responsibility for SK Display Joint Venture

Jan. 30, 2006

Eastman Kodak Company has announced that it will broaden its participation in the OLED industry in order to further promote the commercialization of OLED technology.

To facilitate the company's move, Kodak has granted full control of SK Display Corporation to Sanyo Electric Company. Kodak and Sanyo formed the SK Display joint venture in 2001 to manufacture OLED displays. Kodak will continue as exclusive licensing agent on behalf of Kodak and Sanyo for certain OLED intellectual property.

Kodak's OLED strategy initially focused on small displays for portable applications, leading to the word's first product to contain a full color active matrix OLED panel, the KODAK EASYSHARE LS633 zoom digital camera. The company now plans to broaden its participation in the OLED industry by working with a variety of partners to develop innovative OLED products for a wide range of markets.

Kodak's enhanced participation model will include display and materials R&D; collaboration with manufacturers to develop OLED infrastructure, including panel design and production; and pursuing additional licensing opportunities for both Active Matrix and Passive Matrix OLED display technology. To date, more than 20 companies worldwide have licensed Kodak's advanced OLED technology.

Leading organizations worldwide recognize the potential for OLED technology to revolutionize the flat-panel display industry and change how and where people access information and entertainment. The burgeoning worldwide OLED industry is expected to exceed $2.9 billion by 2011 and is growing at 29 percent annually, according to market research group iSuppli.

OLED displays consist of self-luminous pixels, which do not require the power-consuming backlights used in LCDs. With its performance and design advantages, OLED technology is enabling a new generation of small and large screen display devices.

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0605.10 VoIP Requirements

***Enterprise VoIP Planning

February 2, 2006

In a study conducted by APC, it was determined that installing Voice Over IP (VoIP) can have significant effects on power and cooling requirements, especially if the installation is not well planned.

VoIP deployments can cause unexpected or unplanned power and cooling requirements in wiring closets and wiring rooms. Most wiring closets do not have uninterruptible power available, and they do not provide the ventilation or cooling required to prevent equipment overheating. Understanding the unique cooling and powering needs of VoIP equipment allows planning for a successful and cost effective VoIP deployment. This paper explains how to plan for VoIP power and cooling needs, and describes simple, fast, reliable, and cost effective strategies for upgrading old facilities and building new facilities.

To replace legacy telecommunications and the PBX phone systems, VoIP and IP Telephony will have to deliver similar or higher availability. One of the major reasons why the legacy PBX system has high availability is the fact that it has built-in battery back-up with a long runtime, providing power to the phone over the network. IP telephony will have to exploit the field proven, time tested concept of providing power with signal to deliver the expected availability. Hence the legacy wiring closet, which used to house passive devices like patch panels and hubs will now need to accommodate high power switches, routers and UPS with a long runtime. Cooling and airflow in these wiring closets now become important to ensure their continuous operation.

A comprehensive study of the effects of VoIP on infrastructure can be found at:

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