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Jeanine Sterling - Analyst Profile

Principal Analyst
Mobile and Wireless Communications
Information & Communication Technologies

Summary

Functional Expertise

24 years of marketing and analyst expertise in both the consumer and business sectors, including:
 
-Customer needs analysis
-Product team management
-Competitive intelligence and response strategies
-Product marketing – including pricing, distribution, and promotional planning/implementation
-Monitoring and analysis of emerging trends, technologies, market dynamics
 

Industry Expertise

Ten years in the mobile and wireless sector, with a focus on:
 
-Mobile workforce management solutions
-Mobile asset tracking products
-Mobile sales force automation (SFA/CRM) applications
-Enterprise decision-making around mobile application adoption
-U.S. and Canadian wireless carriers and channels
 

What I bring to the Team

Marketing focus in a technological world
Extensive consulting assignments/interaction with major telecommunications and technology companies
Experience in all phases of marketing and product management at Tier One U.S. wireline carrier
Excellent writing and editing skills
 

Career Highlights

Prior to Frost & Sullivan, held management positions at:
 
-AT&T (New Jersey)
-InfoTech Consulting (New Jersey)
 

Education

B.A. in English from University of Notre Dame – South Bend, Indiana

MBA in Marketing from Wayne State University – Detroit, Michigan



Recent items from Jeanine Sterling

Growth Opportunities for Field Organizations and FSM Providers
This study examines the evolving mobile field service management (FSM) market in North America. Mobile field service management applications are software solutions that use wireless, location, and other technologies to locate, manage, automate, and optimize remote field service workers and their work processes. These solutions are accessed in real time via a field worker's smartphone, tablet, ruggedized mobile device, and/or wearable. Capabilities can range from simple worker location tracking to more complex assistance such as data capture, work order management, dispatching, mobile payments, reporting and analyics, etc. Key trends, adoption dynamics, the competitive landscape, potential growth opportunities, and revenue and user forecasts are defined and discussed. The North American Mobile Field Service Management market remains dynamic and growing. Mobilization brings the benefits of real-time information and guidance to field service technicians and their management teams. This sector is leveraging new technologies to respond to heightened customer and employee expectations around service, enhance the quality of their mobile apps, and increase revenues and profits. At the same time, adoption barriers are becoming significantly more muted. Field organizations and vendors of field service management solutions that are lagging on mobilization run the risk of being at a competitive disadvantage in today's high-pressure marketplace. Stakeholders that want to thrive in this market need to invest in the right tech trends, forge the right strategic partnerships, and design solutions that are easy to use and administer. Stakeholder challenges include 1) determining when and how to incorporate new technologies, 2) selecting the right partners (channel and solution), 3) anticipating the evolving role of field service workers, 4) satisfying demanding end-customers, and 5) maintaining a strong emphasis on ease of use.
Published: Nov 09 2018 Market Research
Preferences and Plans of Canadian Businesses Reinforce Value of Mobile Apps for Employees
This study examines the Canadian Mobile Worker Apps market, focusing on the Canada responses to the Frost & Sullivan North American Enterprise Apps Survey. As such, it: • Measures the current use of, and future decision-making behavior toward, mobile worker applications • Uncovers preferences and plans around a number of related mobility topics and issues in the workplace These responses provide other Canadian businesses with a view into the thinking of their peers as they consider their own employee app strategies. The survey feedback also gives mobile worker app providers a statistically reliable look at the Canadian market as a whole--its needs, its selection criteria, preferred partners, deployment plans, etc. Canadian wireless carrier activities in this sector are profiled. Potential growth opportunities for app providers are defined and discussed. Mobile worker apps are also called Business-to-Employee (B2E) software applications. These apps allow employees real-time anywhere access to and exchange of business information, collaboration and guidance. Canadian companies justify their growing investment in these software apps with expectations of increased employee productivity and more efficient business processes. After lagging in earlier years, the 2018 Frost & Sullivan Enterprise Apps Survey reveals a strong and growing mobile worker apps presence within Canadian businesses. The Canadian app customer is confident in the choices it has been making, with the vast majority believing their mobile worker app strategies are at least keeping even with those of their peers. A high percentage of these companies expect to deploy new B2E (business to employee) applications over the coming months. The challenge for mobile worker app providers is to be on the customers' short list of possible purchases. To do so, providers need to take the customers' partner and app selection criteria seriously, including recognizing voids in their current portfolios. Major challenges for mobile worker app providers include: 1) Addressing the major adoption barrier for Canadian customers, which is the continued concern regarding data security, 2) Determining when and how to incorporate new technologies into product and portfolio, and 3) Selecting the right partners or acquisition targets in order to improve capabilities and/or open up new markets. Reseller partners (especially the Canadian wireless carriers) are challenged to reevaluate their current mobile worker app portfolios in light of the positive, market-savvy responses that Canadian businesses gave in the Frost & Sullivan survey. The criteria used by businesses to evaluate potential mobility partners and apps have sharpened and should provide strong guidance regarding products, support services, and marketing messaging.
Published: Jul 27 2018 Other
Securing Today’s Enterprise Endpoints, Apps and Content
This study examines the North American Enterprise Mobility Management (EMM) and Unified Endpoint Management (UEM) market. Key industry participants are profiled. Trends and issues, drivers and challenges, the competitive landscape, and potential growth opportunities are defined and discussed. Relevant results from the 2018 Frost & Sullivan Mobile Enterprise Apps Survey of U.S. and Canadian businesses are also included. The North American EMM/UEM (Enterprise Mobility Management / Unified Endpoint Management) market continues to steadily expand as vendors endeavor to provide high-quality management and security platforms for not only mobile devices, apps, and content but also for desktop computers, select wearables and enterprise IoT (Internet of Things) endpoints. The focus for now remains on mobile, with customers understanding that their mobile smartphones, tablets, and apps need to be professionally monitored to avoid business disruptions, non-compliance penalties, data theft, etc. However, this category is in flux, and the broader "Unified Endpoint Management" nomenclature is being increasingly used to signify the addition of desktop computers, smart glasses, smart watches, and select IoT endpoints as equally critical devices that need to be managed and secured in an integrated way. As EMM/UEM evolves, providers are leveraging new partnerships and technologies to differentiate their offerings in the marketplace. Major challenges for EMM/UEM vendors include 1. A perceived lack of affordability 2. Lack of internal expertise on the part of prospective customers 3. Anticipated resistance by employees 4. Lack of a user-friendly design, and 5. The potential for increased tensions between mobile and PC organizations within the customer's IT department when an integrated UEM platform is introduced. The North American EMM/UEM market is far from static. For industry leaders, the transformation from EMM to UEM has taken place--and now the fine-tuning begins. Data security will never go away as a key enterprise concern. As a result, providers must embrace security as an ongoing priority, and customers must continue to demand excellence in this area.
Published: Jun 05 2018 Other
Pervasive Use of Mobile Worker Apps is Driving Digital Transformation, Employee Productivity, and Customer Engagement
The future success of North American businesses rests in large part on their ability to truly mobilize their employees. Smartphones and tablets are not enough--It is the application software those devices enable that increasingly makes the difference between winners and losers in a high stakes economy driven by an ever more demanding customer base. This study examines the results of the Frost & Sullivan 2018 Mobile Enterprise Applications Survey of North American purchase decision-makers. As such, it: 1. Measures the current use of, and future decision-making behavior toward, mobile worker applications 2. Uncovers preferences and plans around a number of related mobility topics and issues in the workplace 3. Includes specific focus on three complex app categories: mobilized sales force automation, mobile workforce management (field service management), and mobile asset tracking The questions in this survey largely refer to internal mobile business applications, i.e., those software apps that are deployed to mobile workers. These are also called Business-to-Employee (B2E) software applications. Mobile worker apps allow employees real-time anywhere access to--and exchange of--information, collaboration and guidance. Companies justify their increasing investment in these software apps by pointing to the hard-dollar business impacts of increased efficiency and productivity and to enhanced customer engagement and employee satisfaction. As these survey results illustrate, mobile worker app needs are increasing in frequency and scope. This requires an app selection process that can encompass a widening range of variables, participants, and expectations that both app providers and app users should be aware of as development and purchase decisions are made. Major challenges for mobile worker app users and vendors include: 1) Neutralizing user concerns regarding data security, 2) Optimizing growth with the proper balance between app management and app usability, 3) Determining which new capabilities and technologies to incorporate and when to do so, 4) Choosing the right partners in order to improve capabilities and/or open up new markets, and 5) Making informed decisions when choosing between packaged vs. customized solutions.
Published: May 16 2018 Customer Research
Evolving to a Next-Generation Strategy with New Partnerships, Technologies, and Targets
This study examines the North American mobile forms market. A traditional “form” has typically been a typed or printed paper document that is designed to be manually filled out with requested information or feedback. Frost & Sullivan defines a “mobile form” as the digitized version of this, built to function on a mobile device which is typically a worker’s smartphone or tablet. Mobile (or wireless) forms are available as a standalone offering or as part of a larger mobile enterprise solution. This insight focuses on the standalone sector which was quickly carved out as a niche over a decade ago when mobile worker solutions began leveraging smartphones, GPS, and affordable cellular data networks to become mass market—instead of expensive proprietary-offerings. Mobile forms have become the preferred data collection tool for lines of business (LOBs) that are intent on driving digital transformation in their companies. Key industry participants are profiled. Trends and issues, drivers and challenges, the competitive landscape, and potential growth opportunities are defined and discussed. A revenue forecast is included, as is a view of three different user forecast scenarios. In North America, mobile forms offer a straightforward, fast ROI. Companies typically experience quick, impressive savings when they replace manual paperwork with wireless data flow onsite and in real time. Other positive business impacts can include enhanced customer engagement, increased worker satisfaction, and better regulatory compliance. However, there are indications that mobile forms could be becoming commoditized--with continued popularity but lower profitability on the horizon. Leading providers are proactively building next-generation success strategies that leverage innovative technologies, new partnerships, and flexible pricing models. Major challenges for the mobile forms vendors include: • Proactively addressing a trend toward commoditization • Neutralizing worker resistance to using new mobility software • Being flexible on pricing models for industries with unique needs • Forging new partnerships that open up new revenue streams and new potential target markets • Making new deployments possible by assisting customers that lack the internal resources to implement and manage a mobile forms solution
Published: Feb 09 2018 Other
Optimizing Selling Processes and Creating Growth Opportunities
This study examines the evolving mobile sales force automation (SFA) market in North America. Mobile SFA applications are software solutions that extend sales force automation capabilities to a sales professional's smartphone, tablet, and/or wearable. Capabilities can range from basic account, opportunity, and contact management to also encompass more complex assistance and guidance such as forecasting, quote management, sophisticated analytics, etc. Key trends, adoption dynamics, the competitive landscape, potential growth opportunities, and revenue and user forecasts are defined and discussed.
Published: Dec 19 2017 Market Research
Selling Worker Mobility Solutions to Very Small, Small, and Mid-Sized Businesses
This study examines the North American SMB (small and mid-sized business) and VSB (very small business) markets for mobile workforce applications. It also discusses optimal strategies for addressing the unique needs of these two segments. Mobile workforce applications are software solutions that allow remote and mobile employees real-time access to -- and exchange of -- information, collaboration, and/or guidance via their smartphones, tablets, and other mobile devices (including, increasingly, wearables such as smart watches). Key market trends, the competitive landscape, and potential growth opportunities are defined and discussed. Frost & Sullivan survey results regarding North American SMB versus VSB preferences, plans, and demand for mobile workforce apps and various channel partners are also charted and analyzed. In North America, mobile workforce app providers can make the mistake of treating small and mid-sized businesses as one monolithic entity. In fact, sharp differences exist between the very small business sector, which is usually defined as under 25 employees (and also known as a micro-business), and the 25-499 employee SMB segment. Recognizing both the differences and similarities in concerns, priorities, expertise levels, etc. helps leaders in the mobile workforce app sector sell more effectively and profitably to both audiences. Numerous growth opportunities exist for providers that wish to take a leadership role and attract more attention from very small, small, and mid-market businesses. These include enriching the app portfolio in new ways, focusing on customers' revenue generation needs, and not abandoning the customer once the sale is made. Major challenges for the mobile workforce app providers that are trying to win in the SMB/VSB market include: • Differentiating against other providers • Earning the trust of these businesses, especially VSBs • Dealing with customer purchase barriers such as tight budgets and very limited IT staff and internal expertise • Preventing customer churnout after the sale Key questions that this study will answer include: • What strategic moves have current mobile workforce app providers made in order to sell into the SMB and VSB markets? • What are the key issues and trends that have emerged around SMB/VSB purchase and deployment of mobile workforce apps? • What are the preferences and plans of today's North American VSBs and SMBs regarding mobile workforce applications? Do they have any preferred mobility partners? • How are leading mobile workforce app providers innovating in this market? • What are the near-term growth opportunities in the SMB/VSB market for today's mobile workforce app providers?
Published: Oct 26 2017 Other
Navigating An Intensifying Mobile Worker Apps Market
In North America, wireless carriers continue to act as a major channel for promoting and reselling mobile business-to-employee (B2E) software applications. In fact, these mobile B2E apps have evolved to become a key strategic offering in wireless carrier portfolios. Carriers assume that the sale of these mobile worker apps will open up increased opportunities to sell their more profitable core and adjacent services, such as new voice communications products, managed services, etc. However, while overall mobile B2E app deployments are on a strong growth trajectory in the U.S. and Canada, challenges for carriers persist. These include a weakening in the carriers' popularity as a mobile apps partner in today's business sector. This study examines U.S. and Canadian carrier strategies, challenges, and portfolios. Key market trends and issues, the competitive landscape, and potential growth opportunities are discussed. Survey results regarding North American business preferences, plans, and demand for mobile worker apps and wireless carrier partners are also charted and analyzed.
Published: Sep 18 2017 Other
Monitoring On-the-Move Cargo, Equipment and Machinery
Mobile asset tracking (MAT) is one of the top-growing categories among today's more complex mobile enterprise solutions. Mobile asset tracking is transforming into mobile asset management, as customer needs become more sophisticated and as sensor data and analytics become more critical to business success in verticals such as construction, energy extraction, pharmaceuticals, and high-end customer packaged goods. This study includes key market trends, a readout of relevant responses to the latest Frost & Sullivan Mobile Enterprise Applications survey, profiles of major industry participants including areas of current innovation, and a discussion of near-term growth opportunities for today's MAT providers.
Published: Jul 21 2017 Other
Growth Opportunities for Field Organizations and MWM Providers
The North American mobile workforce management (MWM) market continues to demonstrate impressive growth, bringing the benefits of real-time communications and guidance to field workers and their management teams. This sector is leveraging new technologies, selective acquisitions and alliances, and heightened customer and worker expectations to expand revenues year-over-year. This study includes key market trends, revenue and user forecasts, pricing and channel forecasts, a review of the competitive landscape, profiles of key industry participants. and a discussion of five near-term growth opportunities.
Published: May 12 2017 Market Research
ClickSoftware just announced that it is acquiring Xora for $14.7 million, a development that we think – if handled smartly – will be a winning proposition for the mobile workforce management (MWM) market in North America and beyond. (A market we expect to reach almost $3 billion in annual revenues by 2018.) First, some background on the acquired p...
18 Feb 2014 Blog post
When it comes to mobile workforce management solutions, the most recent bold technological leaps have come from an interesting set of participants. First, let’s define MWM: This application category encompasses software solutions that use wireless and location technologies to locate, track, and/or manage mobile field workers and their tasks. Think...
23 Jan 2014 Blog post
Which mobile applications seem to be providing real value-add to today’s businesses? How do they rank against each other in terms of current implementation vs. future growth? Mobile worker apps are everywhere in the U.S. and Canadian business sectors.  According to our 2013 Mobile Enterprise Applications survey responses (from 300+ North American...
31 Dec 2013 Blog post
Is it any surprise that our August 2013 survey results show businesses moving to the cloud when implementing mobile software applications? Only one-quarter of North American companies report using solely on-premise mobile solutions. Exhibit 1 lays out the 2012 vs. 2013 responses to this question: “Which of the following best describes your impleme...
30 Dec 2013 Blog post
Why are so many companies taking mobile enterprise applications so seriously? Because they anticipate real business benefits. Each year, Frost & Sullivan surveys 300+ mobile and wireless purchase decision-makers in the North American business sector. Both Canadian and U.S. companies and organizations are asked to detail their preferences and plans...
30 Dec 2013 Blog post
It’s always interesting to see how the wireless carriers go about appealing to the small business market. In our annual surveys, smaller businesses consistently choose the wireless carrier as their preferred mobility/communications partner. Have the carriers really earned that designation – or are they just the default choice? We’ll dedicate a fut...
17 Jan 2013 Blog post
As North American companies and organizations increasingly mobilize their business operations, the choice of a mobility partner/provider becomes crucial. This past May, Frost & Sullivan surveyed 300 mobile and wireless purchase decision-makers in the North American business sector (Canada and U.S.-based companies). One section of questions inquired...
03 Oct 2012 Blog post
A strange dynamic continues to present itself in the mobile business software sector. Despite high satisfaction levels on the part of current users and a fairly straightforward ROI story, potential customers blame “unclear ROI benefits” as a major reason for delaying implementation. Is this a marketing failure on the part of vendors and channels?...
24 Sep 2012 Blog post
In an earlier blog post, we shared survey data that had a full 82% of North American businesses already having at least one mobile application deployed to their employees’ handheld devices. Looking forward over the next twelve months (mid-2012 to mid-2013), 68% of businesses plan to implement one or more additional applications. 9% of the total res...
30 Aug 2012 Blog post
Earlier this year, Frost & Sullivan surveyed mobile and wireless purchase decision-makers in the North American business sector. Both Canadian and U.S. companies and organizations were included in this research. Their responses indicated a continuing strong attraction for employee-facing mobile applications. The mobile enterprise applications mark...
15 Aug 2012 Blog post
Hospitals continue to suffer major data breaches – earning negative headlines and possible costly fines. Their embrace of mobile healthcare (mHealth) solutions is only exacerbating the security risks. So why aren’t more healthcare providers – hospitals, physicians, EMT, etc. – instituting stringent security mechanisms? Especially on their much belo...
31 Jan 2012 Blog post
Earlier this year, Frost & Sullivan surveyed mobile and wireless purchase decision-makers in the North American small and mid-sized business (SMB) segment.  A number of interesting findings surfaced, with all of them pointing to high SMB interest in mobile applications for their remote workers.  Takeaways included: The value proposition around m...
31 Dec 2011 Blog post
The North American mobile workforce management sector is a vigorously growing market, with distinct evolutionary phases. Mobile workforce management applications use wireless and location technologies to locate, track and manage mobile workers and their tasks.   The U.S. is right in the middle of morphing to Stage IV, translating into the long-awai...
31 Dec 2011 Blog post
The Mobile Asset Tracking category is part of a growing collection of premium next-generation wireless data applications that are designed for use by businesses. This is a category that is still defining itself; however, as a whole, it encompasses enterprise solutions that utilize wireless and location technology to remotely locate and track mobile...
31 Dec 2011 Blog post
2012 should be an interesting year for mobile sales force automation solutions in North America.  This is a category that is still finding its way. Somewhat surprisingly, an earlier Frost & Sullivan survey revealed an average 52% adoption rate among U.S. and Canadian businesses (higher in the U.S., lower in Canada). In addition, there is room for q...
31 Dec 2011 Blog post
This past Spring, we administered our second annual survey of North American companies, examining preferences and plans around specific mobile enterprise solutions.  The survey focused on Canada and the U.S., specifically targeting the decision-makers or very strong influencers of mobile and wireless purchases in 307 businesses.  Four mobile solut...
23 Dec 2010 Blog post

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