William Band
William Band
Bill Band is a vice president and principal analyst at Forrester Research. He is a leading expert on CRM topics, having helped organizations define customer-driven strategies to achieve distinction in the marketplace for his entire career. Click here to download free related research from Forrester (free site registration required).
“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...
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,...
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,...
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...
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...
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...
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...
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...
Carpe diem with The CRM Playbook: Growing Customers And Revenues Are Top Priorities For 2013
As more signs point to strengthening economic activity in the United States and selected regions in other parts of the world – corporate...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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:...
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...