William Band

“People Problems” Stymie CRM Initiatives

To succeed in the age of the customer, business and IT professionals who support front-office business processes cannot afford failed technology initiatives. But how do you acquire and deploy the appropriate supporting technologies and lead and sustain the necessary organizational changes to be successful? Knowledge...

How To Succeed with CRM: The Critical Success Factors – Part 4

To succeed in the Age of the Customer, IT leaders that that support "front-office" business processes cannot afford failed technology initiatives. In recent blogs, I have been sharing the results of a recent survey of practioners to define and quantify the best practices for...

How to succeed with CRM: The critical success factors – Part 3

To succeed in the Age of the Customer, IT leaders that that support "front-office" business processes cannot afford failed technology initiatives. In recent blogs, I have been sharing the results of a recent Forrester survey of practioners to define and quantify the best practices...

How To Succeed With CRM: The Critical Success Factors – Part 2

To succeed in the Age of the Customer, IT leaders that that support "front-office" business processes cannot afford failed technology initiatives. Traditionally, IT organizations have existed to support internal operations but in today's world, the technology leaders must play a key role when it...

How To Succeed With CRM: The Critical Success Factors

To succeed in the Age of the Customer, business and IT leaders that that support "front-office" business processes cannot afford failed technology initiatives. CRM technology projects can be costly, affect many employees within the organization, and can suffer from a lack of vendor support....

Use This Checklist to Avoid CRM Technology Project Pitfalls

One of the most frequent inquiries I still get from clients is: "How do we avoid CRM technology project pitfalls?" Forrester Research is collaborating with CustomerThink. to conduct a study about The Future of CRM. The goal is to discover, define, and quantify the...

How To Calculate The ROI of CRM

My clients ask for help quantifying the financial impacts of implementing a CRM technology solution. CRM initiatives must not only be technically sound but must answer the question, "What will we get for our money?" In my new report – Quantify The Business Value of...

Sales, Customer Service, and Marketing Top Technology Investment Priority List

A few weeks ago, I shared results from Forrester's Forrsights Software Survey Q4 2012, spotlighting the fact that strengthening customer relationships and driving revenue growth are the top prioritiesof senior business leaders today. This is playing out in the technology market where the leaders...

Carpe diem with The CRM Playbook: Growing Customers And Revenues Are Top Priorities For...

As more signs point to strengthening economic activity in the United States and selected regions in other parts of the world – corporate austerity is fading and growth is back in the spotlight. Acquiring customers, improving the customer experience, and growing...

Facing the Challenges of Digital Disruption

This post originally appeared in destinationCRM. The only source of competitive advantage is the one that can survive technology-fueled digital disruption — an obsession with understanding, connecting with, and serving customers. Forrester's recent research, summarized in our CRM Playbook, spotlights the five key...

The Top CRM Trends For 2013

The only source of competitive advantage is the one that can survive technology-fueled digital disruption — an obsession with understanding, delighting, connecting with, and serving customers. This means effectively managing the four key areas of customer relationship management (CRM): strategy, process, people, and technology....

Don’t Make These Mistakes With Cloud CRM Solutions

I spent the last few months talking with enterprise users of cloud CRM solutions. Most are happy, but others say they still face obstacles in getting the value promised from software-as-a-service (SaaS) CRM solutions like saleforce.com and Microsoft Dynamics CRM Online. The CRM solution landscape...

Focus On Customer Experience To Navigate Digital Disruption

Executives don't decide how customer-centric their companies are—their customers are the ultimate arbiters. Digital disruptors—a term coined by Forrester describing companies that leverage digital platforms to take advantage of customers' heightened expectations and deliver a more compelling product and service experience at a lower...

Nine Best Practices For Avoiding The Pitfalls Of CRM “Cloud” Solutions

Enterprises of all sizes like the low upfront costs, usability, flexibility, and time-to-value of CRM software-as-a-service (SaaS) solutions. Solutions I see enjoying increasing popularity include salesforce.com, Microsoft Dynamics CRM Online, and Oracle's cloud CRM products: Oracle CRM On Demand and RightNow (now called Oracle...

How To Define And Track The Right Sales Metrics

As result of "big data" mania, there is an explosion of interest in business intelligence solutions and advanced analytics techniques. In particular, organizations of all sizes want to sharpen their ability to track the health of customer relationship (CRM) mangement business processes. ...

Thrive in the Age Of The Customer: Forrester’s Playbook for CRM

We've entered a new era that Forrester calls the age of the customer. The new power of customers means that a focus on the customer now matters more than any other strategic imperative. To help clients thrive in this new era, I recently published the...

The Inside Story: How The Top 18 CRM Solutions Stack Up In 2012

The most frequent question I get every day is: "What is the best CRM technology solution for my company?" I recently teamed with five other Forrester analysts (Kate Leggett, Boris Evelson, Brian Walker, and Stephen Powers) to evaluate 18 leading CRM solutions against more...

Navigating The Mobile CRM Landscape

I continue to field a steady stream of inquiries about "mobile CRM." There has been an explosion of mobile devices and applications entering enterprises through corporate-approved channels as well as via employees who bring their own devices to the office. Assembling all the components...

Nine Best Practices For Avoiding The Pitfalls of CRM “Cloud” Solutions

Enterprises of all sizes like the low-up-front costs, usability, flexibility, and speed-to-value of CRM software-as-a-service (SaaS) solutions. Solutions I see enjoying increasing popularity include: salesforce.com, Microsoft Dynamics CRM Online, and Oracle's cloud CRM products – Oracle CRM On Demand, and RightNow (now called Oracle...

The Eight Questions To Ask Before You Buy A CRM Solution

During the last five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil. Quickly evolving technologies like multi-channel digital customer engagement, real-time decisioning, social computing, business process management (BPM), and mobility are creating new ways for organizations to deliver...

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