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

Julie serves eBusiness & Channel Strategy Professionals. Julie's 25 years of work experience is balanced between the engineering and management consulting work she did in the first half of her career and her work as an analyst for the past 12 years. The combination of technical and business expertise positions prepared her well to work with business leaders to identify new opportunities offered by mobile technology and to develop strategies to engage with consumers on mobile devices. She has worked with hundreds of clients across retail, travel, banking, insurance, CPG, healthcare, retail, and more to advise and guide the development of their mobile strategies.
Julie's research and analysis have been widely cited in publications including The Wall Street Journal, The New York Times, USA Today, BusinessWeek, RCR Wireless, and The Onion and on CBS, NBC, and PBS.
Prior to becoming an analyst, Julie worked at a contextual services mobile startup in San Francisco and prior to that at Booz Allen & Hamilton.
Julie holds a B.S.E.E. and a Master of Science in electrical engineering and computer science from the Massachusetts Institute of Technology (MIT). She also holds an M.B.A. from the University of Michigan.
“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...
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,...
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...


Forrester’s best practices framework for CRM defines the critical capabilities necessary for building high-quality customer relationships. The framework distills findings from our interviews...
Our organization uses Oracle CRM On Demand. We currently divide the CRM administrator function between two organizations: one in the front office and one in operations. Do you have suggestions or...
The 18 Providers That Matter Most And How They Stack Up
During the past five years, the customer relationship management (CRM) solutions market has experienced considerable growth and turmoil, including significant vendor consolidation and a rapid rise in...
What Is The Right Customer Experience Strategy?
Most companies lack a customer experience strategy. As a result, their leaders struggle with decisions about funding and prioritizing projects meant to improve the customer experience at the...
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...
Solutions To Support Key Customer-Facing Business Processes
Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses to support five key high-tech manufacturing sector cross-functional processes: 1) quoting, agreement...
Vision: The CRM Playbook
The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as...

Adopt Mobile Solutions To Empower Employees And Drive Productivity
Business process pros that support customer-facing employees agree: The primary value of mobile customer relationship management (CRM) is the ability to access and update business-critical...

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...
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...
A few weeks ago, I shared results from Forrester’s Forrsights Software Survey Q4 2012, spotlighting the fact that strengthening customer relationships and driving revenue growth are the top...
Slow Adoption Of Newer Product Means Changes Likely In Oracle's Strategy
This report, originally written for CIOs, includes content relevant to application development and delivery (AD&D) professionals. With Oracle's strong footprint in the enterprise business apps...

Assessment: The CRM Playbook
This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship...

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...