Chip Gliedman

Vice President, Principal Analyst serving CIOs

Chip serves CIOs. His research focuses on IT investment strategies, innovation, justifying technology investments, business technology alignment, and IT satisfaction. Chip developed the Total Economic Impact™ (TEI) model and program to help clients quantify and communicate the financial value of technology investments and strategies.

Previous Work Experience

Chip has 25 years of experience in the IT industry. He came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, he was director of business development for Passport Designs, where he managed both the customer service center and the direct sales organizations. Chip also held senior positions at Ingres, where he was group manager of desktop and Unix platform marketing, as well as Ingres' representative to the X/Open ISV council.

Chip has delivered presentations and workshops worldwide to audiences ranging from four to 400. His work on calculating and communicating the value of IT and IT projects was the subject of a cover story in PC Week and has been featured inBusinessWeek, CIO Magazine (US and Canada), InformationWeek (US and Germany), and numerous other business and trade publications. He has also appeared as a panelist on Silicon Spin with John Dvorak on ZDTV.

Education

Chip earned a B.A. in anthropology from Hamilton College.

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9 results in Reports

  • Chip Gliedman
  • IT Services
  • For Infrastructure & Operations Professionals

    Report:Topic Overview: Help Desk/Service Desk

    Technology has become an integral underpinning of virtually all business interactions. However, just as a smoothly running infrastructure can enable business users to succeed, flaws in this...

    • Downloads: 2729
  • For CIO Professionals

    Report:Categorize IT Outsourcing Investments To Ensure Success

    Contracting with third-party providers to supplement and complement internal IT resources represents about 20% of IT spending globally. However, 15% to 30% of surveyed organizations are dissatisfied...

    • Downloads: 734
  • For CIO Professionals

    Report:Salesforce.com Leads In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    Salesforce.com, a dominating force in the software-as-a-service (SaaS) market, has emerged as a Leader in our record-centric customer service management software evaluation. The salesforce.com...

    • Downloads: 245
  • For CIO Professionals

    Report:Oracle's Siebel CRM On Demand Is A Leader In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    Oracle's Siebel CRM On Demand offers many of the same benefits as other software-as-a-service (SaaS) vendors — faster time-to-value, good usability, and lower upfront costs. The product...

    • Downloads: 139
  • For CIO Professionals

    Report:SAP Leads In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    SAP, a Leader in our customer record-centric customer service evaluation, has progressively built out comprehensive functionality in its mySAP CRM product. SAP's customer service strengths lie in its...

    • Downloads: 115
  • For CIO Professionals

    Report:NetSuite Is A Strong Performer In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    NetSuite CRM+ customer service modules are tightly integrated with the enterprise resource planning (ERP) and eCommerce modules, allowing customer service to take full advantage of customer order,...

    • Downloads: 83
  • For CIO Professionals

    Report:SageCRM Is A Strong Performer In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    SageCRM provides basic customer service capabilities across phone, email, and self-service channels. For organizations with more sales than service needs, SageCRM can provide a basic infrastructure...

    • Downloads: 62
  • For Business Process Professionals

    Report:Entellium Leads In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    Entellium's eCustomerCenter provides a low-cost hosted application, with good usability and customization capabilities that should meet most midmarket customer service needs. The agent activity...

    • Downloads: 48
  • For CIO Professionals

    Report:US Government Spending And The BT Agenda

    Federal BT Spending Slightly Lags Private Sector BT Spending

    Government agencies at federal, state, and local levels are expanding their technology management agendas beyond infrastructure management and internal operations (i.e., IT) to include greater...

    • Downloads: 29