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).
Marketers: Have You Defined Your Technology Roadmap?
In a recent report, my colleague Robert Brosnan correctly spotlights that marketers require ever more technology to capture, integrate, analyze, and apply customer data...
Don’t Let CRM Pitfalls Trip You Up
My Twitter feed is going wild with #social, #mobile, #CX, and #bigdata hype. But Forrester clients want practical advice for today, in addition to...
Transform Business Processes For Breakthrough Customer Experiences
I've just finished up several months of research digging into the best practices of how leading organizations aspire to implement outside-in, customer-focused, cross-functional processes...
The Top Thirteen Customer Management Trends for 2012
The Top Thirteen Customer Relationship Management Trends for 2012 What are the key trends that CRM trends that business and IT professionals need to pay...
CRM And BPM Solutions Converge To Domesticate Untamed Customer Processes
I've just finished up several months of research digging into the best practices of how leading organizations aspire to implement outside-in, customer-focused, cross-functional processes...
Corporate culture clash looms with Oracle’s acquisition of RightNow
The acquisition of RightNow by Oracle makes sense for both companies CRM solutions strategies. Oracle wants to beef up its overall "cloud" portfolio. ...
Are CRM Solutions Soon To Be Displaced By Dynamic BPM?
As I mentioned in a blog post last April, in the midst of the buzz in the CRM technology world about "social" and "mobile"...
Four Ways To Deliver Breakthrough Customer Experiences
Better customer experience drives improvement for three types of customer loyalty: willingness to consider another purchase, likelihood to switch business to a competitor, and...
50 Best Practices For Implementing Mobile CRM
"Mobile CRM" is a hot topic with my clients. The emergence of ubiquitous high-speed broadband connectivity, smartphones, and tablet devices with enormous computing power...
Welcome The Age Of The Customer — Look At Processes From the Outside In
Josh Bernoff, one of Forrester's leading analysts, spotlights in a new report that we have now entered the Age of The Customer. Empowered...
Add Voice Of The Customer And Social Metrics To Track CRM Success
What are the right metrics to track the success of a CRM initiative? I just updated my report on this topic for 2011. The...
Adopt Mobile CRM Best Practices Now
One trend in the CRM industry that is hot, hot, hot is "Mobile CRM." Mobile CRM solutions– the ability to use handheld devices to...
CRM Meets BPM To Deliver Better Customer Experiences
In the midst of all buzz in the CRM space about "social" and "mobile" CRM spotlighted in my recent reports, I am observing another...
More Use-Cases Emerge Spotlighting The Value of Social CRM
Ironically while the CRM pundit hysteria about "Social CRM" seems to be abating a little bit, many concrete use-cases are emerging that demonstrate the...
The Top Twelve Customer Management Trends for 2011
As 2010 draws to a close, what are the key trends that customer management process professionals need to pay attention to as you finalize...
Eight Ways You Can Increase User Adoption of CRM Solutions
One of the most common questions I get is: How to we assure (or, improve) the adoption of a CRM solution in our organization?...
How Well Does Your Organization Stack Up Against CRM Best Practices?
The phenomenon of the social Web — which Forrester calls Social Computing — is forcing business process professionals to expand their thinking beyond the...
Six Benchmarks To Help Scope Your CRM Project
Every year, I get hundreds of inquiries about CRM business process project strategy and technology selection: "How many solutions should we look at? What...
Top Twelve Evaluation Criteria For CRM Professional Services Selection
I get a lot of inquiries asking me to name the best CRM professional services providers (PSPs). Business and IT managers worry about the...
Eight Tips For Negotiating The Best Contract With A CRM “Cloud” Vendor
As a consequence of the ever-rising popularity of CRM solutions deployed through the software-as-service model (SaaS), I get a lot of inquiries about pricing...