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William Band

Vice President, Principal Analyst serving Application Development & Delivery PROFESSIONALS

Bill serves Application Development & Delivery Professionals. He is a leading expert on customer relationship management (CRM). His research focuses on helping organizations establish and validate CRM strategies, prioritize and focus CRM projects, build executive consensus, facilitate CRM vendor selection, and plan for project success.

Bill is the author of two books on customer-driven business strategies: Creating Value for Customers: Designing and Implementing a Total Corporate Strategy and Touchstones: Ten New Ideas Revolutionizing Business. He was named one of CRM Magazine's 2007 Influential Leaders, which recognizes the foremost thinkers, visionaries, and achievers in the industry.

Previous Work Experience

Bill has extensive industry experience, with more than 25 years of leadership in several management consulting and systems integration firms. He was a managing director of CRM strategy with BearingPoint. Earlier in his career, he was a partner with both Accenture and Coopers & Lybrand Consulting.

An accomplished public speaker, Bill also has delivered speeches at many events, including Forrester's Consumer Forum, Marketing Forum, and Business Technology Forum.


Education

Bill earned an MBA with Dean's List honors in marketing from the Richard Ivey School of Business, The University of Western Ontario.

Research Coverage:

CRM Applications, Customer Data Integration, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Online Marketing Technology, Packaged Applications, Partner Relationship Management, Sales Force Management, Social Computing, Tech Sector Economics, Web 2.0

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11 results in Reports

  • William Band
  • eCommerce

  • For Application Development & Delivery Professionals

    Report:Topic Overview: Social CRM Goes Mainstream

    William Band, Natalie Petouhoff, Ph.D.January 05, 2010

    Forrester's customer relationship management (CRM) research helps business process professionals embrace best practices — from process optimization to technology implementation — to...

    • Downloads: 5539

  • Report:Trends 2011: Customer Relationship Management

    Twelve Trends Drive Planning For Customer-Centric Process Transformation

    William BandJanuary 26, 2011

    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...

    • Downloads: 2676

  • For Application Development & Delivery Professionals

    Report:Assess CRM Capabilities To Pinpoint Opportunities

    Assessment: The CRM Playbook

    William BandJune 20, 2012

    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...

    • Downloads: 2135
    • Rating:

  • For Application Development & Delivery Professionals

    Report:Navigate The Future Of CRM In 2013

    Vision: The CRM Playbook

    William BandFebruary 11, 2013

    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...

    • Downloads: 1962
    • Rating:

  • For Application Development & Delivery Professionals

    Report:eCommerce Best Practices Adoption

    William BandJanuary 10, 2008

    We surveyed 73 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to five eCommerce best practices capabilities. We found that adopting...

    • Downloads: 1412

  • For Application Development & Delivery Professionals

    Report:TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

    Social Applications Stimulate Innovation But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine

    William BandJuly 09, 2009

    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...

    • Downloads: 1435

  • For Application Development & Delivery Professionals

    Report:To Invest Wisely, Know The Business Value Of Diverse CRM Solutions

    William BandSeptember 30, 2009

    To help customer relationship management (CRM) professionals make smart decisions and navigate the complex CRM technology landscape, Forrester surveyed 286 companies. The goal was to determine the...

    • Downloads: 905

  • For Application Development & Delivery Professionals

    Report:Solutions Converge To Support Multichannel Customer Interactions

    The Emergence Of Customer Experience Management Solutions

    William BandSeptember 22, 2011

    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....

    • Downloads: 917

  • For Application Development & Delivery Professionals

    Report:CRM And eCommerce Converge In A World Of Multiple Touchpoints

    Welcome To The Era Of Agile Commerce

    William BandMay 27, 2011

    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...

    • Downloads: 958

  • For Application Development & Delivery Professionals

    Report:Forrester's Fast-Forward CRM Capabilities Best Practices Self-Assessment

    William BandJune 20, 2012

    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...

    • Downloads: 172

  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

    Landscape: The CRM Playbook

    William BandJanuary 29, 2013

    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...

    • Downloads: 433
    • Rating:
 
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