William Band

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 to marketing programs. Indeed, the technology portfolio that marketing leaders must understand and manage is exploding. Marketers typically have a...

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 spotting changes on the horizon. One of the most common questions I get is: "What are the CRM pitfalls I need...

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 that transform the organization and set it on the path toward continuous improvement. At the core of this trend is...

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 attention to in setting your plans during 2012? Here are the top trends that I am tracking. My full report...

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 that transform the organization and set it on the path toward continuous improvement. I found that these companies are moving...

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. This is a strength of RightNow- one of the pioneers of the SaaS deployment model. It also needs a stronger...

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" - I continue to see rising demand for customer management solutions that have a strong core of workflow and business...

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 likelihood to recommend to a friend or colleague. But how does that affect a company's bottom line? Our models estimate...

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 and longer battery life, along with increased employee adoption of touchscreen devices in every sphere of life, are all trends...

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 customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power, and information mastery can't save you. In this...

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 report illustrates over 70 different metrics and describes how to link them to business strategies and tactics. What's new in 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 manage sales, sales contacts, and customer service activities have clearly moved beyond their previous status as a specialized "nice-to-have" option...

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 important trend. There is a convergence of customer relationship management (CRM) and Business Process Management Suite (BPMS) solutions to support...

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 business value of the social web phenomenon. I just published a new report that defines the key characteristics of Social...

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 plans for next year?Here are the top trends that I am tracking. My full report that spotlights our latest research...

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? In the past, the clumsy user-interfaces (UI) of CRM solutions have turned-off users, causing them to reject the solutions...

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 goal of optimizing a two-way relationship between an enterprise and customer to also include the simultaneous interactions that customers have...

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 criteria should we use to evaluate the vendors? How much do the solutions cost? Who should lead the implementation project?...

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 cost and risk of failure when engaging consultants and systems integrators to improve the performance of their mission-critical customer-facing business...

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 and contracting with vendors like Microsoft Dynamics CRM Online, NetSuite, RightNow Technologies, and salesforce.com. Sage CRM products (Sage CRM and...

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