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

Mary Beth contributes to Forrester's research offerings for CMO & Marketing Leadership Professionals. She lends a global point of view on the challenges facing marketers — increasingly fragmented media, the pervasiveness of new technologies, changing consumer behavior, and the growing accountability of marketing. Her current research touches marketing innovation, orchestrating the brand experience, the role of marketing in the company, matching digital to business strategy and ubiquitous marketing. Mary Beth is based in Paris.
Before joining Forrester, Mary Beth spent more than 20 years as an international marketer, advising and coaching blue chip brands and organizations. She has worked on both the client and agency side. Mary Beth was CRM director at Dassault Systèmes, designing and championing its customer-centric business strategy. She also chalked up 10 years in the Ogilvy network, in Paris and New York. There she developed interactive and relationship marketing strategies with Air France, IBM, Nestlé, and Unilever. She began her career in direct marketing working with clients American Express and AT&T.
Mary Beth holds a bachelor's degree in journalism from Drake University.
Impact Factors Help You Decide When To Accept Standard Offers And When To Require Custom Solutions
Many companies are unprepared when they start their outsourcing initiatives, lacking a structured way to consider the major factors that will affect their outsourcing needs. This lapse leads to...
Providers Driving Workplace Services In EMEA
Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

At Forrester, we see a lot of focus on the standardization of application and infrastructure service outsourcing agreements, particularly related to service-level agreements (SLAs), contract terms...


Forrester regularly advises clients on contract best practices for outsourcing deals related to application and infrastructure services. In our reviews, we see many instances where clients have...
Evaluating Leading Providers Amidst A Category Redefinition
Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...
With the right pricing models, sourcing and vendor management (SVM) professionals can build the foundation for flexibility in infrastructure outsourcing contracts. Flexibility has different flavors,...
When It Comes To Process Responsibilities, The Devil Is In The Details
At Forrester, we see a lot of focus on the standardization of application and infrastructure service outsourcing agreements, particularly related to service-level agreements (SLAs), contract terms...
DLR IT Refines Its Service Management Framework
IT plays a critical role in the development programs of DLR (Deutsche Gesellschaft für Luft-und Raumfahrt), the German aerospace center. DLR relies heavily on its IT organization to provide its...
Service-level credits and incentive models are important tools to help outsourcing clients increase business alignment and enforce service-level achievement. Although we speak with many clients who...
IBM Leads A Closely Packed Group Of Suppliers
In Forrester's 36-criteria evaluation of global IT infrastructure management vendors, we found that IBM leads a closely packed group of leaders including HCL, Capgemini, Wipro, Infosys, TCS,...

Strategic Plan: The Services Sourcing Playbook
Sourcing and vendor management (SVM) professionals need to know their strategic objectives before starting a new sourcing initiative. But making a smart sourcing decision depends on many factors,...

Today, many companies see outsourcing as a strategic function and seek help from IT services providers to build and operate their IT environment. Yet the result of the outsourcing trend is the...

Forrester clients often tell Forrester that they have a strong demand for service price information and a high interest in comparing their existing business and IT services with the market. Many of...
In the realm of IT services sourcing, the strategic decisions and vendor selection process for your company's applications and infrastructures are perhaps the most important. Your service...

This tool assesses clients' outsourcing maturity level, identifies clients' weaknesses, and automatically prioritizes those weaknesses based on clients' scores. Additionally, it...

Are companies doing a PC refresh as part of their support model using the same resources or is a refresh treated as a separate project? In addition, are business projects also implemented by the same...
Strategic Plan: The SVM Practice Playbook
As more and more companies rely on external suppliers to facilitate core business operations, the need for a clearly defined sourcing strategy is more important than ever. Successful companies have...

Today's Outsourcing Service Levels Don't Cover Client's Business Needs
As more companies build out IT and business service catalogs, the business relevance of strong service levels is increasing. Unfortunately, most service levels are poorly defined and don't support...

Evaluating Leading Providers Amidst A Category Redefinition
Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...

Do you have industry benchmark data regarding proper IT staffing levels for desktop support services, specifically for end user support teams for asset management?
Many sourcing professionals ask Forrester about the "standard" service levels that should guide their outsourcing relationships. Yet in practice, the efficiency and effectiveness of service-level...