BEST PRACTICES RESEARCH

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Background and Company Performance

Industry Challenges

The cellular Machine-to-Machine (M2M) communications value-chain includes chipset and module vendors, device manufacturers, application providers, system integrators, network providers, and many other types of industry participants. Different types of M2M and Internet-of-Things (IoT) implementations need customized support. Supporting the evolving (and sometime contradictory) requirements of the M2M and IoT ecosystem remains a significant challenge for industry solution providers. Frost & Sullivan believes that complexity in the M2M and IoT space is only going to increase. In many cases, solution providers will have to enable their customers to become service providers themselves by helping them provide the associated billing, customer care, and support functions to manage their offerings. Service providers that offer open, scalable, secure, reliable and easy-to-use implementations that facilitate rapid development, deployment, and ongoing management of M2M and IoT applications are most likely to succeed in the M2M and IoT markets.

Automating the deployment and management of M2M and IoT is important in order to help organizations maximize the value of their connected deployments. Many M2M and IoT deployments are global in nature. It is essential for such deployments to be managed from a single interface, without requiring M2M and IoT asset owners to work with multiple network operators, each with a potentially different set of tools for managing connected deployments. Reducing the cost of global connectivity is also important to help enterprises achieve a positive return-on-investment (ROI) for their global deployments.

The M2M and IoT market will be comprised of billions of connected devices across numerous verticals. Cellular wide area networks (WAN) will play an important role in providing connectivity to a good portion of the devices that make up the M2M and IoT ecosystem. Various short range and long range technologies have to co-exist in order to facilitate data communication between these connected devices and the enterprise backend. Adding large amount of connected devices will also result in significant amount of data that needs to be stored, analyzed, reported and archived. Providing the appropriate cross-vertical cloud-based M2M service management platforms; and, managing the significant storage and reporting requirements for M2M transaction data could become a major industry challenge.

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© Frost & Sullivan 2015 4 "We Accelerate Growth" and IoT ecosystem will be better served by flexible implementations that allow customers to seamlessly integrate various building blocks (such as modules, gateways, and cloud platforms) in a manner best suited to their business models.

Other important industry challenges include 1) providing customized pricing for data access, 2) ensuring network assets are appropriately positioned to accommodate requirements of the different types of M2M and IoT implementations, 3) the integration of machine data into enterprise backend systems for improved analytics and business process optimization, 4) managing the M2M and IoT supply chain effectively to fulfill product delivery obligations, and 5) the lack of cross-industry standardization.

Customer Impact and Business Impact

Sprint is a leader in the North American cellular M2M and IoT markets. The company has invested in the right platforms, network assets, and partnerships to become the preferred provider of M2M and IoT solutions in North America. The key success factors for Sprint include:

 A robust cellular network that supports 2G, 3G, and 4G M2M and IoT deployments  An efficient Open Device certification process that has facilitated hundreds of certified

non-Sprint branded machine-to-machine and embedded devices on Sprint’s network  A strong ecosystem of M2M and IoT partners such as application service providers (

ASPs), value added enablers, systems integrators, and device manufacturers

 A dedicated team to support all of M2M and IoT needs in solutions development, certification and network launch

 Industry’s best cloud-based M2M and IoT connectivity management platform (Sprint Command Center 2.0)

 Advanced software and hardware tools to allow new connected product development and deployment on Sprint’s network

 Sprint’s continuous focus on new product innovation, and research and development

Go to Market Strategy

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© Frost & Sullivan 2015 5 "We Accelerate Growth" solution engineering teams work with customers to customize or to develop M2M and IoT solutions. With these three approaches, Sprint has effectively addressed the diverse requirements of M2M and IoT customers and has successfully extended its early leadership in the vehicle Telematics and Fleet Management space to a variety of business verticals.

Ecosystem Partnerships

Frost & Sullivan believes Sprint clearly understands that a robust ecosystem of technology providers is the backbone of M2M and IoT, and has chosen the right mix of partners to meet its vision. Sprint has established over 100 partnerships with industry leaders to offer M2M and IoT asset lifecycle management solutions. Through these partnerships, Sprint is helping its customers enhance productivity, lower costs, streamline business operations, and implement new business models. Sprint also works closely with customers to customize pricing around their unique business models, which helps them achieve a positive ROI for their investments in hyper-connectivity.

M2M Tools and Assets

Sprint’s M2M and IoT tools and assets provide the necessary foundational layer to help device manufacturers and solution providers develop, deploy, and support connected solutions and manage the strategic shift to becoming service providers. Sprint, along with its partners, offers Software Developer Kits (SDK's) and rapid prototyping tools to help its customers bring their M2M and IoT concepts to market as quickly and easily as possible. These software and hardware tools, along with the wide array of Sprint certified wireless modules provide the resources necessary to help enterprises and innovators reduce the time and cost associated with bringing wireless devices to market.

Sprint Command Center

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Conclusion

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Significance of Customer Value Leadership

Ultimately, growth in any organization depends upon customers purchasing from your company, and then making the decision to return time and again. Delighting customers is therefore the cornerstone of any successful growth strategy. To achieve these dual goals (growth and customer delight), an organization must be best-in-class in three key areas: understanding demand, nurturing the brand, and differentiating from the competition.

Understanding Customer Value Leadership

Customer Value Leadership is defined and measured by two macro-level categories: customer impact and business impact. These two sides work together to make customers feel valued, and confident in their products’ quality and long shelf life. This dual

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Key Benchmarking Criteria

For the Customer Value Leadership Award, Frost & Sullivan analysts independently evaluated two key factors—Customer Impact and Business Impact—according to the criteria identified below.

Customer Impact

Criterion 1: Price/Performance Value Criterion 2: Customer Purchase Experience Criterion 3: Customer Ownership Experience Criterion 4: Customer Service Experience Criterion 5: Brand Equity

Business Impact

Criterion 1: Financial Performance Criterion 2: Customer Acquisition Criterion 3: Operational Efficiency Criterion 4: Growth Potential Criterion 5: Human Capital

Best Practice Award Analysis for Sprint

Decision Support Scorecard

To support its evaluation of best practices across multiple business performance

categories, Frost & Sullivan employs a customized Decision Support Scorecard. This tool allows our research and consulting teams to objectively analyze performance, according to the key benchmarking criteria listed in the previous section, and to assign ratings on that basis. The tool follows a 10-point scale that allows for nuances in performance evaluation; ratings guidelines are illustrated below.

RATINGS GUIDELINES

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© Frost & Sullivan 2015 9 "We Accelerate Growth" The results of this analysis are shown below. To remain unbiased and to protect the interests of all organizations reviewed, we have chosen to refer to the other key players as Competitor 2 and Competitor 3.

DECISION SUPPORT SCORECARD FOR CUSTOMER VALUE LEADERSHIP AWARD Measurement of 1–10 (1 = poor; 10 = excellent)

Customer Value Leadership Customer Impact Business Impact Average Rating

Sprint 9.5 9.5 9.5

Competitor 2 9.0 9.0 9.0

Competitor 3 8.0 8.0 8.0

Customer Impact

Criterion 1: Price/Performance Value

Requirement: Products or services offer the best value for the price, compared to similar offerings in the market

Criterion 2: Customer Purchase Experience

Requirement: Customers feel like they are buying the most optimal solution that addresses both their unique needs and their unique constraints

Criterion 3: Customer Ownership Experience

Requirement: Customers are proud to own the company’s product or service, and have a positive experience throughout the life of the product or service

Criterion 4: Customer Service Experience

Requirement: Customer service is accessible, fast, stress-free, and of high quality Criterion 5: Brand Equity

Requirement: Customers have a positive view of the brand and exhibit high brand loyalty

Business Impact

Criterion 1: Financial Performance

Requirement: Strong overall financial performance in terms of revenues, revenue growth, operating margin and other key financial metrics

Criterion 2: Customer Acquisition

Requirement: Customer facing processes support the efficient and consistent acquisition of new customers, even as it enhances retention of current customers

Criterion 3: Operational Efficiency

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Requirements: Customer focus strengthens brand, reinforces customer loyalty and enhances growth potential

Criterion 5: Human Capital

Requirement: Company culture is characterized by a strong commitment to quality and customers, which in turn enhances employee morale and retention

Decision Support Matrix

Once all companies have been evaluated according to the Decision Support Scorecard, analysts can then position the candidates on the matrix shown below, enabling them to visualize which companies are truly breakthrough and which ones are not yet operating at best-in-class levels.

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The Intersection between 360-Degree Research and Best

Practices Awards

Research Methodology

Frost & Sullivan’s 360-degree research methodology represents the analytical rigor of our research process. It offers a 360-degree-view of industry challenges, trends, and issues by integrating all 7 of Frost & Sullivan's research methodologies. Too often, companies make important growth decisions based on a narrow understanding of their environment, leading to errors of both omission and commission. Successful growth strategies are founded on a thorough understanding of market, technical, economic, financial, customer, best practices, and demographic analyses. The integration of these research disciplines into the 360-degree research methodology provides an evaluation

platform for benchmarking industry players and for identifying those performing at best-in-class levels.

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Best Practices Recognition: 10 Steps to Researching,

Identifying, and Recognizing Best Practices

Frost & Sullivan Awards follow a 10-step process to evaluate award candidates and assess their fit with select best practice criteria. The reputation and integrity of the Awards are based on close adherence to this process.

STEP OBJECTIVE KEY ACTIVITIES OUTPUT

1 Monitor, target, and screen

Identify award recipient candidates from around the globe

 Conduct in-depth industry research

 Identify emerging sectors  Scan multiple geographies

Pipeline of candidates who potentially meet all best-practice criteria

2 Perform 360-degree research

Perform comprehensive, 360-degree research on all candidates in the pipeline

 Interview thought leaders and industry practitioners  Assess candidates’ fit with

best-practice criteria  Rank all candidates

Matrix positioning all candidates’ performance relative to one another

3 Invite thought leadership in best practices Perform in-depth

examination of all candidates  Confirm best-practice criteria Examine eligibility of all candidates

 Identify any information gaps

Detailed profiles of all ranked candidates 4 Initiate research director review Conduct an unbiased evaluation of all candidate profiles

 Brainstorm ranking options  Invite multiple perspectives

on candidates’ performance  Update candidate profiles

Final prioritization of all eligible candidates and companion best-practice positioning paper 5 Assemble panel of industry experts

Present findings to an expert panel of industry thought leaders

 Share findings  Strengthen cases for

candidate eligibility  Prioritize candidates

Refined list of prioritized award candidates 6 Conduct global industry review

Build consensus on award

candidates’ eligibility  Hold global team meeting to review all candidates  Pressure-test fit with criteria  Confirm inclusion of all

eligible candidates

Final list of eligible award candidates, representing success stories worldwide

7 Perform _{quality check}

Develop official award

consideration materials 

Perform final performance benchmarking activities  Write nominations  Perform quality review

High-quality, accurate, and creative presentation of nominees’ successes 8 Reconnect with panel of industry experts

Finalize the selection of the

best-practice award recipient  Review analysis with panel Build consensus  Select winner

Decision on which company performs best against all best-practice criteria

9 Communicate _recognition

Inform award recipient of

award recognition  Present award to the CEO Inspire the organization for continued success

 Celebrate the recipient’s performance

Announcement of award and plan for how recipient can use the award to enhance the brand

10 Take strategic action

Upon licensing, company may share award news with stakeholders and customers

 Coordinate media outreach  Design a marketing plan  Assess award’s role in future

strategic planning

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About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best in class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages almost 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment