Forrester

For eBusiness & Channel Strategy Professionals

Report:Case Study: Wells Fargo Proves The Business Case For Online Chat

Wells Fargo's Second Attempt At Online Chat Finds Incremental Success

Wells Fargo was a pioneer in the use of online chat in 2002. While that initial move into live help met with mixed results, the desire on the team's part to inject human assistance into the process...

• Downloads: 940

For CIO Professionals

Report:Brass Tacks SaaS Realities And Possibilities

This document offers a brief overview of software-as-a-service (SaaS) in Asia for vendor strategists. Key conclusions regarding SaaS in 2009, along with predictions for SaaS in 2010, are offered.

• Downloads: 8

For Enterprise Architecture Professionals

Report:Trends In Aligning Capabilities, Skills, And Tools For BPM COE Programs

These data charts present the results of Forrester's 2011 BPM Center Of Excellence Online Survey.

• Downloads: 42

For Sourcing & Vendor Management Professionals

Report:Asset-Based IT Services Shift Service Vendors' Operating Models

Four Crucial Steps To Succeed With Asset-Based IT Services Offerings

Forrrester has previously described why the move to software asset-based offerings has been slow to date and what steps service vendors are increasingly taking in order to successfully grow their...

• Downloads: 282
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For Enterprise Architecture Professionals

Client Inquiry:Can You Please Compare The Benefits Of An Enterprise Solution Versus A Cheaper, Faster Alternative?

I am continually having delivery teams question enterprise solutions as costly and time prohibitive. They spend considerable time investigating other vendors and custom solutions as cheaper...

For CIO Professionals

Report:Public Sector IT Opportunity: Philippines

This document provides a comprehensive background of public sector dynamics in the Philippines in order to enable vendor strategists to address market opportunities more successfully. Particular...

• Downloads: 12

For Enterprise Architecture Professionals

Report:Stuck In Cement: When Packaged Apps Create Barriers To Innovation

Functional and industry-specific on-premises packaged apps aligned with organizational silos have worked well for well-defined, highly structured processes where volume, scale, and straight-through...

• Downloads: 485
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For Sourcing & Vendor Management Professionals

Report:PRC IT Services Report: 2010

This document provides early and accurate market size estimates for 2010 in China, including vendor rankings and activities, forecasts, and market trends for vendor strategists. The report is based...

• Downloads: 27

For eBusiness & Channel Strategy Professionals

Report:Collaborative Advice

Using Digital Touchpoints To Enhance Advisor-Client Relationships

In the past, financial advisors and agents typically didn't involve clients in the advice generation process. They worked their magic behind the scenes and then presented clients with the final...

• Downloads: 339

For Sourcing & Vendor Management Professionals

Report:2011 ASEAN IT Services Report

This document provides an overview of IT services within the ASEAN countries of Singapore, Malaysia, Philippines, Thailand, Indonesia, and Vietnam for vendor strategists. The report discusses market...

• Downloads: 56

For Infrastructure & Operations Professionals

Report:Ten Considerations For Voice Portal Upgrades

Develop Your Priorities Before Making An IVR Vendor Selection

Infrastructure decision-makers who plan to upgrade their interactive voice response (IVR) system should consider changes in customers' expectations, technology improvements, and cost models before...

• Downloads: 315

For Security & Risk Professionals

Report:Message Archiving: Market Trends And Enterprise Expectations

Q1 2011 Global Message Archiving Online Survey

A combination of eDiscovery needs, IT objectives, and regulatory requirements continues to drive strong message archiving adoption. The mature message archiving market, however, is in a clear...

• Downloads: 500

For CIO Professionals

Report:Cloud Computing And Business Partners: Fact and Fiction

This documents provides vendor strategists with an analysis of facts and fiction of cloud computing and IT business partners. It highlights data on adoption, areas of implementation, and main...

• Downloads: 25

For CIO Professionals

Report:Public Sector IT Opportunity: Philippines Data Tables

These are the data tables for the report "Public Sector IT Opportunity: Philippines." The report provides a comprehensive background of public sector dynamics in the Philippines in order to enable...

• Downloads: 4

For CIO Professionals

Report:US Tech Market Outlook Dims For 2012 To 2013

US Tech Spending Growth Will Maintain A Mediocre 4% To 5% Pace

This report details Forrester's projections of tech market growth in the US. We have reduced our forecast for 2012 growth in the US tech market from our April projections of 7.5% for total US...

• Downloads: 560

For Sourcing & Vendor Management Professionals

Client Inquiry:Service-Level Agreements (SLAs) From A Contractual Perspective

We are working through contracting with a company and are trying to avoid the pitfalls we have faced with other vendors regarding pithy SLAs. We are looking for advice/best practices and real-world...

For Application Development & Delivery Professionals

Report:Zero In On CRM HEROes: The Role of Social Network Analysis

An Empowered Report: Part 2

A customer relationship management (CRM) highly empowered and resourceful operative (HERO) is anyone who takes the initiative to apply technologies creatively within business processes to make the...

• Downloads: 970

For CIO Professionals

Report:Turkey Public Sector Market Analysis

This document provides a comprehensive background of the dynamics in the public sector market in Turkey. This analysis will allow vendor strategists to address market opportunities in Turkey more...

• Downloads: 34
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For Sourcing & Vendor Management Professionals

Report:Evaluating Microsoft's Software Assurance

Are You Making The Most Of The Benefits On Offer?

Whether acquired via the Microsoft Select Plus agreement or Enterprise Agreement (EA), many organizations have signed up to the Microsoft Software Assurance (SA) program, but time and again we find...

• Downloads: 96

For Marketing Leadership Professionals

Report:Getting Product Ideas Past Stage One

Why The Validation Process Is Critical To Product Strategy Success

"Ideate" is the first stage in the product development cycle; it's a time when product strategists gather ideas for new and innovative products and services. Before moving on to subsequent phases,...

• Downloads: 473
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For Sourcing & Vendor Management Professionals

Report:ANZ IT Services Report: 2010

This document provides market size estimates for 2010 in Australia and New Zealand, including vendor rankings and activities, forecasts, and market trends for vendor strategists. The report is based...

• Downloads: 35

For Infrastructure & Operations Professionals

Report:Storage Choices For Virtual Server Environments, Q1 2011

Single-Source Your Storage Vendor And Explore NFS As The Storage Protocol To Support Growing Virtual Server Environments

Virtual server technology is a unifying technology in IT infrastructure around the world. As maturity increases, more critical production applications are being deployed virtually, raising the stakes...

• Downloads: 823
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For Application Development & Delivery Professionals

Report:Trends 2011: HRM Processes And Applications Move Ahead Despite Mixed Employment Outlook

Human resource management (HRM) processes and applications remain vital for organizations to enhance talent retention and workforce productivity; yet, Forrester survey data indicates the level of IT...

• Downloads: 725

For CIO Professionals

Report:It's Time To Break Up With Your Custom-Coded WCM

It's hard to believe, but some enterprises still use custom-coded Web content management (WCM) solutions. However, consumer demands have forced firms to shift from just managing and publishing Web...

• Downloads: 468

For CIO Professionals

Report:Smart City Leaders Need Better Governance Tools

Smart City Governance Brings New Opportunities For Tech Providers

Interest in smart cities has taken off like wildfire. Cities of all sizes navigate the challenge — growing demand for new constituent services within increasingly constrained budgets —...

• Downloads: 664
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