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Landscape: The Contact Centers For Customer Service Playbook
Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

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...

Burdened With Consumerization Pressures, I&O Turns To Client Virtualization To Deliver Flexible Workforce Computing
Over the past decade, seemingly every new year promised to be the year for client virtualization. But the market never exploded the way vendors and media predicted. Instead, I&O professionals viewed...


Road Map: The Identity And Access Management Playbook
This report outlines Forrester's solution to help security and risk (S&R) leaders develop their road map of IAM processes using Forrester's TechRadar™ methodology. The extended enterprise...

Business Case: The Customer Loyalty Playbook
Loyalty technologies play a central role in the execution and differentiation of customer loyalty programs and, more specifically, in driving consumer participation in a program across channels...

Road Map: The Governance, Risk, And Compliance Playbook
The governance, risk management, and compliance (GRC) technology market is one of fluctuation, confusion, and contention. Many technologies relevant for governance, risk management, and compliance...

This template is intended to provide a starting point for thinking about sections to include in an RFP for software asset management (SAM) solutions. This template should be viewed as an...