About Forrester
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Margo is a vice president and principal analyst serving Application Development & Delivery Professionals. She is a leading expert in software delivery, focusing on the areas of project management, project portfolio management and PMOs, covering both Agile and traditional methodologies. In addition to her work as a Forrester analyst, she speaks frequently at industry events such as Project World and PMI World Congress. For the last three years, Margo has been on the panel of selecting judges for PMO of the Year.
Margo has 25 years of experience in IT, developing and implementing QA, and project management organizations. Most recently, she was global industry market manager of the public-sector/aerospace and defense markets for Primavera Systems, a leading provider of project portfolio management tools, where she was responsible for developing an integrated go-to-market strategy for Primavera's suite of products. She was a regular contributor to industry trade magazines such as Contract Manager and spoke at industry conferences such as the Project Management Institute's program management and earned value conferences. Margo was also an assistant vice president at BHC (now FiServ) Securities, where she was responsible for creating project office and quality assurance organizations, which managed the IT portfolio and the implementation and testing of the company's client/server and Internet trading systems. Prior to working for BHC, Margo was manager of quality assurance for ADP-BISG, where she was responsible for developing a new testing methodology for ADP's flagship front-office product, Power Partner, as well as other leading-edge brokerage front-end systems. She also led a testing team that was instrumental in the project rollout of almost 25,000 client desktops. Joining Giga Information Group in 1999 as a senior analyst in the project management and QA markets, prior to Forrester's acquisition of Giga, she rose to the role of research director.
Margo attended Rutgers University in Camden, N.J.
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...


Welcome To The Era Of Agile Commerce
Traditional ways of describing multichannel commerce no longer work, because customers don't interact with companies from a channel perspective. Customers now use a rapidly evolving set of devices as...
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...

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...

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...
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...
The Emergence Of Customer Experience Management Solutions
Business process pros can play a pivotal role in helping their organizations define a multichannel customer experience strategy, align processes, and select the right technologies to deliver results....