About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Derek serves Enterprise Architecture Professionals. He is an internationally recognized expert in business process management (BPM) and organizational transformation. He has worked in this area for more than 20 years, dealing with major brands, governmental organizations, and nongovernmental organizations (NGOs). Derek's research focuses on the methods, approaches, frameworks, tools, techniques, and technologies of business architecture; BPM; business process improvement; business transformation; and organizational change. He places special emphasis on an outcome-based, customer-focused approach.
Derek is a well-known keynote speaker and chair of major EA conferences. As co-chair of BPMI.org, he helped merge the organization with the Object Management Group (OMG).
Derek completed the Early Growth Program at London Business School.
Twelve Trends Drive Planning For Customer-Centric Process Transformation
The fundamental business needs that drive the requirement for effective and efficient customer management practices remain unchanged for 2011: acquiring new customers; building tighter bonds of...
Solutions To Support Key Customer-Facing Business Processes
Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses to support eight key cross-functional processes in the utilities and telecommunications industries: 1) customer...

Tools And Technology: The CRM Playbook
Traversing the customer relationship management (CRM) technology landscape is challenging — particularly due to the rise of social computing, the increasing adoption of software-as-a-service...
Forrester evaluated the customer service and support capabilities of 19 leading CRM suite solutions against 196 criteria. Customer service and business process professionals face a diverse range of...
Size Up Your CRM Initiative Compared Against 99 Projects
How does your customer relationship management (CRM) project compare with those at other organizations? Forrester surveyed 99 organizations that are using one of 19 leading CRM suite solutions to...
Solutions To Support Key Customer-Facing Business Processes
Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses to support four key cross-functional processes in the finance and insurance industries: 1) claims management; 2)...
Processes: The CRM Playbook
This report prescribes solution governance best practices for application development and delivery (AD&D) professionals who implement "cloud" customer relationship management (CRM) solutions. While...

Solutions To Support Key Customer-Facing Business Processes
Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses in supporting 10 key cross-functional processes in the retail and wholesale trade: 1) trade promotion; 2)...
Landscape: The CRM Playbook
Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...
