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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44 results in Reports

  • Chip Gliedman
  • Packaged Solutions
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Service Desk Management Tools, Q2 2008

    Axios, BMC, CA, HP, IBM, And Infra Lead For Large Enterprises

    In Forrester's 96-criteria evaluation of service desk management tools vendors, we found that BMC Software's Remedy IT Service Management, CA, HP, and IBM lead the pack for large enterprises because...

    • Downloads: 3054
  • For CIO Professionals

    Report:The Total Economic Impact™ Methodology: A Foundational Framework For Investment Decisions

    Underlying any investment is the ever-present question of "What am I going to get for my money?" To answer this question, Forrester developed the Total Economic Impact™ (TEI) methodology. TEI...

    • Downloads: 3687
  • 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: 2726
  • For Business Process Professionals

    Report:The Forrester Wave™: Customer Service Management Software, Q2 2007

    Different Markets And Needs Point To Different Solutions

    Forrester evaluated leading customer service management software vendors across approximately 180 criteria and found that Entellium, Microsoft, Oracle Siebel CRM, Oracle Siebel CRM On Demand,...

    • Downloads: 1425
  • For CIO Professionals

    Report:The ROI Of Interactive Chat

    A Total Economic Impact™ Analysis Uncovers Big Benefits Of Proactive Chat

    Too many companies sit passively by while prospects on the verge of buying abandon their online shopping carts or applications, potentially never to return. Smart organizations are evaluating the...

    • Downloads: 1591
  • For CIO Professionals

    Report:Best Practices: Implementing Online Chat

    As companies move to improve their online customer experience, many more are using text-based chat to better engage visitors to their site. But the customer service organization, in conjunction with...

    • Downloads: 1664
  • For CIO Professionals

    Report:Measure The Effectiveness Of The Strategic Planning Process

    The ultimate judges of any strategic planning process are the business technology (BT) users who need to produce business benefits with the technology. The goals, desires, and needs of this group are...

    • Downloads: 800
  • For CIO Professionals

    Report:Specialized Customer Service Solutions Fill Gaps In Suite Functionality

    To adequately meet customer service requirements, companies must address myriad channels, requirements, and needs. Forrester Research recently evaluated key vendors with broad solution portfolios for...

    • Downloads: 623
  • For Application Development & Delivery Professionals

    Report:Quantifying Technology Investment Risk

    A Component Of The Forrester Total Economic Impact™ Methodology

    The process of risk measurement has been confounding decision-makers within IT for some time, resulting in the use of weak qualitative analysis that only loosely ties to project outcomes. But using...

    • Downloads: 692
  • For CIO Professionals

    Report:Trends 2009: More Tech Choices For Customer Service Improvement

    The convergence of many trends — both internal and external to client organizations — portend a dynamic year for customer service. Tough economic times are forcing companies to tighten...

    • Downloads: 463
  • For CIO Professionals

    Report:Learning From IT Satisfaction Surveys

    Measure Expectations As Well As Satisfaction

    Although spending on IT may be up a bit from past years, there is by no means any money to waste. CIOs must carefully prioritize initiatives and allocate scarce monetary and human resources to...

    • Downloads: 578
  • For Application Development & Delivery Professionals

    Report:Case Study: Infusionsoft Improves Customer Experience Via Social Media

    Best Practices In Customer Service Social Media

    Infusionsoft is a Web-based provider of marketing automation software aimed at the true small business with fewer than 25 employees. Infusionsoft wanted to leverage a community of users of its...

    • Downloads: 463
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: Service Desk Management Tools, Q1 2006

    Different Needs Point To Different Category Leaders

    To assess the state of the service desk management tools market and see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top service desk management...

    • Downloads: 304
  • For CIO Professionals

    Report:Case Study: EarthLink Successfully Implements And Integrates Online Chat

    Firms can use online chat to drive quicker and more effective interactions with existing and new customers. Forrester spoke with leading Internet service provider EarthLink to find out how online...

    • Downloads: 383
  • For Infrastructure & Operations Professionals

    Report:The Help Desk Is On The Critical Path For Pandemic/Disaster Recovery

    Oft-Overlooked Group Is Key To Business Continuity

    The designation of the H1N1 flu virus as a pandemic by the World Health Organization (WHO) should, once again, prompt organizations to revisit their business continuity planning processes. However,...

    • Downloads: 332
  • For CIO Professionals

    Report:Trends 2007: eService Is Customer Service

    Distinctions Between Communications Channels Blur

    Competitive pressures are forcing both business-to-business and business-to-consumer organizations to maximize every customer interaction, leading to an evaluation of every aspect of the service...

    • Downloads: 286
  • For Application Development & Delivery Professionals

    Report:Case Study: Yola.com Achieves Customer Service Scalability Goal Using Social Media

    Best Practices In Customer Service Social Media

    Yola.com is an online Web site builder that allows anyone to easily create, publish, and host a Web site. Founded in 2007 on the premise that Web site creation should be easy if publishing tools...

    • Downloads: 371
  • 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 Application Development & Delivery Professionals

    Report:Case Study: NetApp Marketing Takes Ownership Of Its Community Initiative To Ensure Success

    Best Practices In Customer Service Social Media

    NetApp is an industry-leading provider of storage and data management solutions. It has a presence in more than 100 countries; thousands of customers and a network of more than 2,200 partners; and a...

    • Downloads: 290
  • For CIO Professionals

    Report:RightNow Technologies Leads In Interaction-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    With a strong suite of tightly integrated tools spanning contact channels, RightNow Technologies presents a robust offering for customer service, especially for consumer-facing organizations. Phone,...

    • Downloads: 196
  • For CIO Professionals

    Report:KANA Software Leads In Interaction-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    KANA, a best-of-breed eService provider for more than a decade, continues to evolve the breadth and depth of its suite. Originally an email response management vendor, KANA has evolved into a robust,...

    • Downloads: 164
  • For CIO Professionals

    Report:ATG Is A Strong Performer In Interaction-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    ATG's products are optimized for the support of online commerce and will help drive a customer to close an online transaction. ATG's acquisition of Primus, one of the pioneers in case-based...

    • Downloads: 163
  • For CIO Professionals

    Report:eGain Leads In Interaction-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    eGain provides a complete suite of customer service and contact center software that sits on top of a common architecture and infrastructure. All of the components share a common set of Web-based...

    • Downloads: 142
  • For CIO Professionals

    Report:Oracle Siebel CRM Leads In Record-Centric Customer Service Management Software

    The Forrester Wave™ Vendor Summary, Q2 2007

    Oracle is intent on sustaining the Siebel leadership position in the CRM market. The Oracle Siebel CRM customer service suite is especially strong in B2B customer service environments, where its full...

    • Downloads: 163
  • 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