Craig Le Clair

Vice President, Principal Analyst serving Enterprise Architecture PROFESSIONALS

Craig serves Enterprise Architecture Professionals. He is an internationally recognized expert in business process management and initiated Forrester's series on untamed business processes, including customer on-boarding, invoice management, medical health records, financial compliance, and customer communications management. He specializes in helping companies transform from manual and paper-based processes to the mobile and digital world, as well as in information management, dynamic case management, enterprise content management, electronic signature; document imaging and capture; and document output for customer communications management. Craig is the leading analyst on the outsourcing of document processing services, including managed print services.

Previous Work Experience

Craig brings a wealth of experience and knowledge to Forrester through his 20 years' experience in IT and business process transformation. Prior to joining Forrester, Craig was a vice president at ADP, focusing on next-generation solutions for its document management business. Craig was also a cofounder of docHarbor and has held senior positions with several document management providers during the past 15 years. Craig has both a strong business and technology background, including time at MITRE and BBN. He is deeply experienced in the software industry, having authored How To Succeed In The Enterprise Software Market (2005).

Education

Craig earned a B.S. in economics from Georgetown University and an M.B.A from George Washington University.

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9 results in Reports

  • Craig Le Clair
  • Customer Experience Management
  • For CIO Professionals

    Report:Ranking The Most Agile US Banks

    Banks are burdened with sizable infrastructure, struggle to service traditional and emerging channels, are severely boxed in by increasing compliance demands, and are not particularly nimble —...

    • Downloads: 215
  • For Enterprise Architecture Professionals

    Report:Use A Metrics Framework To Drive BPM Excellence

    Performance Management: The Business Process Management Playbook

    Advancing technology for business process management (BPM) and analytics is allowing broader and deeper treatment of performance metrics. As a result, defining and using performance metrics is an...

    • Downloads: 758
  • For Enterprise Architecture Professionals

    Report:BPM Projects Show Good But Varied Performance

    Metrics: The Business Process Management Playbook

    A business process — at its highest level — is any activity that helps an enterprise achieves its goals. Measurement via metrics and comparison via benchmarks are critical to achieving...

    • Downloads: 515
  • For Enterprise Architecture Professionals

    Report:Embrace Five Disruptive Trends That Will Reshape BPM Excellence

    Future Look: The Business Process Management Playbook

    Enterprise architects leading business process management (BPM) excellence initiatives live at the crossroads of business strategy and process execution, providing BPM insights to technologists and...

    • Downloads: 999
  • For Application Development & Delivery Professionals

    Report:Empower Customers By Transforming Business Processes

    A Roundtable Discussion With Forrester Analysts

    Customers have more power today than ever before. They have tremendous influence and reach through social media, more options and choices of whom to buy from, and high expectations about customer...

    • Downloads: 982
  • For Enterprise Architecture Professionals

    Report:Insurance Claims: A Classic Untamed Process

    Taming The Insurance Claim Experience

    At its highest level, a business process is any activity that helps an enterprise achieve its goals. In insurance, industry-specific applications form the transactional backbone of claims processing;...

    • Downloads: 528
  • Report:Best Practices: Mastering Output Options For Customer Communications

    Simple Ways To Cut Costs And Improve Customer Experiences Are Hard To Achieve

    A new generation of document output for customer communications management (DoCCM) technology promises to reduce costs, improve the customer experience, and expand output beyond the print channel....

    • Downloads: 988
  • Report:The Forrester Wave™: Document Output For Customer Communications Management, Q2 2009

    No Overall Market Leader Emerges As Vendors Build Out DOCCM Capabilities

    In Forrester's 95-criteria evaluation of document output for customer communications management (DOCCM) vendors, we found no overall Leader across all segments; however, numerous Strong Performers...

    • Downloads: 1766
  • Report:Best Practices: Customer Onboarding

    A Visible Target During Economic Uncertainty

    Take customer onboarding . . . please. Customer onboarding lags behind other business processes in both the quality of customer experience and costs. The poor state of customer onboarding results in...

    • Downloads: 2115