How Customers Use Enterprise Cloud Marketplaces To Respond to New Business Conditions | 4 spglobal.com Choosing the right offering Our survey found that all respondents want to expand the footprint of their systems to some extent to respond to new business conditions. Among the common reasons are improving the quality of their services, building trust, simplifying their business processes, responding to new customer demands for a better experience and protecting their current investment. However, digital leaders report more reasons for expanding their systems than digital laggards, suggesting that experience plays a significant role in purchases. One example of the difference is in the security reviews provided by marketplaces. Security reviews build trust by authenticating access, checking for malware and validating that an app works as intended. As a result, buyers can purchase new apps with the assurance that they have received third-party vetting. In our survey, 68% of digital leaders say that security reviews offered by app and consulting solution marketplaces are an essential factor in their decision-making process, compared to only 35% of the digitally delayed. Figure 2: Reasons for wanting to add to current systems Q. On a scale of 1 to 10, how important are the reasons that you decided to use the AppExchange? Where 0 = not important and 10 = crucially important. Base: All respondents. Source: S&P Global Market Intelligence and Salesforce custom survey, November 2022. 69% 67% 64% 63% 63% 63% 61% 61% 58% 57% 82% 81% 80% 78% 76% 81% 78% 79% 78% 75% 57% 55% 49% 50% 52% 50% 49% 44% 43% 46% Improving the quality of our services Trust Simplify our business processes Needing to bring to market new products and services more quickly Our decision was driven by the organization’s business needs Respond to new customer demands for better experience Extend our current app investment We have standardized on Salesforce and want to extend it into new areas Time to market Respond quickly to an emergency Total (n=400) Digitally driven (n=102) Digitally delayed (n=151)