Craig Le Clair

Vice President, Principal Analyst serving Enterprise Architecture PROFESSIONALS

Craig serves Enterprise Architecture and business process professionals. He is an internationally recognized expert in helping companies transform from manual and analogue-based processes to the mobile and digital world. Technology areas include enterprise social platforms, dynamic case management, enterprise content management, electronic signature, multichannel capture, and customer communications management. Process expertise includes customer onboarding, invoice management, insurance system modernization, and smart process applications. Craig developed Forrester's research series on business agility, outlining market, organizational, and process agility dimensions.

Previous Work Experience

Craig brings a wealth of experience and knowledge to Forrester through his 20 years' experience in IT and business process transformation. Prior to joining Forrester, he was a vice president at ADP, focusing on next-generation strategies for investor communications. Craig was also a cofounder of docHarbor and has held senior positions with several document management providers during the past 15 years. He has both a strong business and technology background, including time at Mitre and BBN. He is deeply experienced in the software industry, having authored How To Succeed In The Enterprise Software Market (2005).


Craig earned a B.S. in economics from Georgetown University and an MBA from George Washington University.

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112 results in Reports

  • Craig Le Clair
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Enterprise Content Management Suites, Q4 2009

    Traditional Players Continue To Lead, While Microsoft Makes Inroads

    In Forrester's 70-criteria evaluation of eight enterprise content management (ECM) suite vendors, we found that IBM, Oracle, EMC, and Open Text lead due to breadth and depth of functionality and a...

    • Downloads: 3724
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Enterprise Content Management, Q3 2013

    The enterprise content management (ECM) market has continued to diversify, with vendors turning to solutions focused on business and transactional content technologies. End users are looking for ways...

    • Downloads: 2121
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Dynamic Case Management, Q1 2011

    Pegasystems And IBM Lead, With EMC, Appian, Singularity, And Global 360 Close Behind

    In Forrester's 57-criteria evaluation of dynamic case management (DCM) vendors, Pegasystems, IBM, EMC, Appian, Singularity, and Global 360 led with the most dynamic, visionary platforms. Pegasystems...

    • Downloads: 2059
  • Report:Best Practices: Customer Onboarding

    A Visible Target During Economic Uncertainty

    Take customer onboarding . . . please. Customer onboarding lags behind other business processes in both the quality of customer experience and costs. The poor state of customer onboarding results in...

    • Downloads: 2230
  • For Enterprise Architecture Professionals

    Report:Market Overview: Document Processing Services

    Using Managed Services To Tackle Document-Centric Needs

    Many information and knowledge management (I&KM) professionals still view document processing services (DPS) as a diverse set of specialized services that support document-intensive business...

    • Downloads: 1955
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Business Process Management For Document Processes, Q3 2007

    IBM, EMC, Global 360, And Adobe Lead

    To see how the vendors stack up, Forrester evaluated eight business process management suite (BPMS) suppliers best suited and most experienced for document-intensive processes across approximately...

    • Downloads: 1893
  • Report:The Forrester Wave™: Document Output For Customer Communications Management, Q2 2009

    No Overall Market Leader Emerges As Vendors Build Out DOCCM Capabilities

    In Forrester's 95-criteria evaluation of document output for customer communications management (DOCCM) vendors, we found no overall Leader across all segments; however, numerous Strong Performers...

    • Downloads: 1788
  • For Enterprise Architecture Professionals

    Report:Forrester TechRadar™ For BP&A Pros: Business Process Management Suites, Q3 2009

    The Need For Increased Business Agility Drives BPM Adoption

    Business process management (BPM) refers to a broad category of software, typically sold as a suite, that automates, improves, and optimizes business processes across the full range of process...

    • Downloads: 1928
  • For CIO Professionals

    Report:SharePoint Success Will Take a Village

    With the introduction of Microsoft Office SharePoint Server (MOSS) 2007, Microsoft moved SharePoint well beyond its traditional roots in portal and collaboration. SharePoint now includes broad,...

    • Downloads: 1693
  • For Enterprise Architecture Professionals

    Report:Business Context: A Better Way To Define An ECM Strategy

    Defining and executing an enterprise content management (ECM) strategy can be frustrating. Tangible needs such as IT cost reduction, system and server consolidation, and keeping the enterprise out of...

    • Downloads: 1682
  • For Enterprise Architecture Professionals

    Report:Governing SharePoint In The Enterprise

    Using A Framework To Govern SharePoint In ECM Initiatives

    SharePoint can provide value to enterprises by supporting new and collaborative ways of working. When deployed effectively, team and community collaboration technology consolidate apps and content...

    • Downloads: 2134
  • Report:The Forrester Wave™: Document Output For Customer Communications Management, Q3 2011

    Vendors Target Interactive Use Cases And Corporate Solutions

    In Forrester's 36-criteria evaluation of document output for customer communications management (DOCCM) vendors, we found improved product capabilities to support structured, interactive, and...

    • Downloads: 1521
  • For Enterprise Architecture Professionals

    Report:Market Overview: Document Output Management

    Using Software To Help Improve Multichannel Customer Experiences

    Information and knowledge management (I&KM) professionals looking to help line of business owners improve the customer experience increasingly realize the potential that document output management...

    • Downloads: 1585
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Order Management Hubs, Q3 2010

    Oracle EBS And Sterling Commerce Lead, With SAP, Oracle Siebel, And Microsoft Close Behind

    In Forrester's 112-criteria evaluation of order management hub (OMH) vendors, Oracle E-Business Suite and Sterling Commerce led the pack among the Leaders because of their ability to support both...

    • Downloads: 1519
  • For Enterprise Architecture Professionals

    Report:Best Practices: Developing An ECM/BPM Strategy

    Business Process Improvement Also Requires Improved Content Management

    Over the past two years, we have synthesized best practices for developing an enterprise content management (ECM) strategy from 20-plus in-depth ECM strategy reviews, numerous workshops, and more...

    • Downloads: 1911
  • For Application Development & Delivery Professionals

    Report:Electronic Medical Records Need More To Support "Meaningful Use"

    ECM And BPM Anchor The Portfolio Of Technologies That Will Improve Hospitals' Processes

    Our current paper-based health information process wastes hundreds of billions of dollars annually. Transforming this into a streamlined 21st century electronic system will require moving through...

    • Downloads: 1723
  • For Enterprise Architecture Professionals

    Report:Prepare For 2015's Shifting BPM Landscape

    Landscape: The Business Process Management Playbook

    Enterprise architects, in particular business process architects, face a new frontier for driving process change. Business process management (BPM) has always focused on improving and automating...

    • Downloads: 1369
  • For Enterprise Architecture Professionals

    Report:Enterprise Content Management's Next Step Forward

    I&KM Pros Need To Push For Organic Support Of Business Context

    Current approaches to enterprise content management (ECM) don't work for most enterprises. Low adoption rates and frustrated users plague enterprise implementations. And expectations for how people...

    • Downloads: 1518
  • For Enterprise Architecture Professionals

    Report:The Importance Of Matching BPM Tools To The Process

    Single Vendor Solutions Are Not Ready Yet To Meet Customers' Full Needs

    The world is a complex place, and business process management (BPM) is no exception. Forrester defines BPM as a discipline for continually improving cross-functional business processes. In contrast,...

    • Downloads: 1526
  • For Enterprise Architecture Professionals

    Report:Drive Successful Outcomes With Strategy: Align ECM Programs To Core Business Missions

    Strategic Plan: The Enterprise Content Management Playbook

    Enterprise architecture (EA) professionals need a solid enterprise content management (ECM) strategy to document their firms' choices in a time when demands to grow revenue and serve customers exert...

    • Downloads: 1406
  • For Application Development & Delivery Professionals

    Report:The State Of The Document Processing Services Industry 2011

    Managed Print Services Show Steady Growth

    Business process professionals continue to recommend that organizations outsource non-core and declining document-intensive processes. At the same time, acceptance of outsourced document processing...

    • Downloads: 1419
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Document Output For Customer Communications Management, Q1 2014

    Vendors Target Interactive Use Cases And Corporate Solutions

    Customer communications management is a frequent topic of inquiries by Forrester clients who are looking for direction on how to update their technology for new business demands and usage patterns...

    • Downloads: 962
  • For CIO Professionals

    Report:How SaaS-Able Are Content, Collaboration, And Data Software Categories?

    Only Some Categories Possess The Innate Characteristics Suited To SaaS Delivery

    Many enterprises are considering information and knowledge management (I&KM) software-as-a-service (SaaS) solutions as alternatives to on-premise software installations and perpetual-license models....

    • Downloads: 1257
  • Report:Use ECM To Fire Up Business Processes

    An Assessment Of Imaging Support Of Common Business Processes

    Enterprise content management tools developed as horizontal platforms that I&KM pros often custom tailor to meet their needs in medical records, accounts payable, contract management, human...

    • Downloads: 1017
  • For Enterprise Architecture Professionals

    Report:The Forrester Wave™: Multichannel Capture, Q3 2012

    Vendors Move Toward Mature Service Offerings

    If you think capture and imaging is old technology, you're correct; it has been around for more than twenty years. But there are still a lot of paper-based processes out there, and Forrester clients...

    • Downloads: 1042