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).
The Inside Scoop On How The CRM Vendors Stack Up
The most frequent question I get every day is, “What is the best CRM technology solution for my company?” To respond, I worked with...
The Five Old School Fundamentals For CRM Success
I interviewed 58 business and IT executives to uncover best practices for wringing more value from CRM deployments. I found that successful companies focus...
Top Evaluation Criteria For Reducing CRM Vendor Selection Risk
Every year, I take 250 to 300 calls from Forrester clients. The vast majority of these calls are from executives embroiled in the process...
Podcast: The Top Six Ways to Get Value From Your CRM Deployment
I’ve just published a new podcast for Business Process & Applications professionals: “The Top Six Ways to Get Value From Your CRM Deployment”. In my podcast,...
The Five Things You Must Do Immediately To Succeed With CRM
Although millions of people remain out of work, the economy has clearly thawed and organizations are returning to investing customer-facing business process with a...
Seven Steps To Social CRM Success
A hot topic of debate among customer management and business process thought leaders right now is ascertaining the business value of "social CRM." Social...
The Top Eight Customer Management Trends For 2010
As 2009 draws to a close, what are the key trends that customer management professionals need to pay attention to as they finalize their...
The Extended CRM Application Ecosystem: Value, Risk and the Future of Social CRM
To make savvy investment decisions, CRM professionals need to know which customer management technology solutions have the strongest track record for delivering results. In...
How to Spot CRM Hazards Before They Sink Your Program
Despite the current economic downturn, the need for organizations to create differentiation through unique customer experiences, strive for deeper insight into customer needs and...
Is 2009 the Right Time to Upgrade Your CRM Technology Platform?
Major CRM applications vendors will be making an all-out effort in 2009 to persuade customers to move onto the latest release of their applications....
Six Ways to Unlock Value From CRM in a Down Economy
In light of the recent sudden and dramatic deterioration of the economic climate, what are the key trends driving customer management strategies and the...
Enrich Your Customer Data Diet to Raise Your Customer IQ
CRM professionals constantly tell me that poor customer data integration and management is one of the biggest barriers to getting value from their CRM...
How to Build Customer Loyalty in a Recession
Most executives say that customer experience is very important to their business, but very few really understand how it affects their bottom lines. With...
38 CRM Metrics to Keep Your Organization on Track
What is the goal of your CRM initiative? Is it to increase revenue per sales rep, increase average order size, decrease customer acquisition costs,...
The Four Steps to Customer-Centricity
Every day I talk with executives that want their companies to become more "customer-centric." The idea that an organization should be responsive to the...
Make IT a Brand Enhancer, Not a Brand Destroyer
In a recent Forrester survey of 287 customer experience decision-makers from large US firms, 91% said that customer experience would be either very important...
The Four Questions You Must Answer to Get Funding for CRM Projects
CRM projects must not only be technically sound, but stand up to the question, "What will we get for our money?" CRM project...
Executives Give Their Customer Service Capabilities a Failing Grade
I recently surveyed 58 business and technology decision-makers who are member of Forrester's CRM Research Panel to from understand their strengths and weaknesses compared...
The High-Performance Brand Is Built Upon High-Performance Leadership
As the need grows for enterprises to differentiate based on unique and valuable customer experiences, the demands are increasing on customer-facing executives to ensure...
Who’s in Charge of Your Strategy for Engaging the New Social Consumer?
We all know that customers are demanding more ways to personalize their experiences with a business. Now that we have entered a new era...