John   Bruno

John Bruno

Analyst Serving eBusiness & Channel Strategy Professionals

John helps eBusiness & Channel Strategy Professionals assess, improve, and optimize B2B and B2B2C eCommerce and configure price quote (CPQ) technologies and strategies. As the lead author of Forrester’s 2018 B2B eCommerce playbook, John provides a unique lens for businesses to learn how to improve sales outcomes in today’s digital age. He is an advisor to many Fortune 1000 companies, is widely quoted in major industry publications, and frequently speaks at conferences on customer engagement strategies, channel partner enablement, and digital transformation.

Previous Work Experience

Prior to his role in B2B eCommerce, John served Application Development & Delivery (AD&D) Professionals. His previous coverage area focused on supporting the complexities of B2B sales through sales enablement technologies, including core sales force automation, CPQ, and other solutions spanning processes from presales through customer success management. 

Prior to becoming an analyst, John was an advisor on Forrester’s AD&D leadership board. In that role, John worked with senior executives in the software delivery space to define and implement customer-obsessed software strategies. Before joining Forrester, John worked for technology companies like Pegasystems and Apple and was a consultant in Booz Allen Hamilton’s federal strategy practice.

Education

John earned a Bachelor of Arts degree with a double major in economics and philosophy from Boston College.

John Bruno

Analyst Serving eBusiness & Channel Strategy Professionals

John helps eBusiness & Channel Strategy Professionals assess, improve, and optimize B2B and B2B2C eCommerce and configure price quote (CPQ) technologies and strategies. As the lead author of Forrester’s 2018 B2B eCommerce playbook, John provides a unique lens for businesses to learn how to improve sales outcomes in today’s digital age. He is an advisor to many Fortune 1000 companies, is widely quoted in major industry publications, and frequently speaks at conferences on customer engagement strategies, channel partner enablement, and digital transformation.

Previous Work Experience

Prior to his role in B2B eCommerce, John served Application Development & Delivery (AD&D) Professionals. His previous coverage area focused on supporting the complexities of B2B sales through sales enablement technologies, including core sales force automation, CPQ, and other solutions spanning processes from presales through customer success management. 

Prior to becoming an analyst, John was an advisor on Forrester’s AD&D leadership board. In that role, John worked with senior executives in the software delivery space to define and implement customer-obsessed software strategies. Before joining Forrester, John worked for technology companies like Pegasystems and Apple and was a consultant in Booz Allen Hamilton’s federal strategy practice.

Education

John earned a Bachelor of Arts degree with a double major in economics and philosophy from Boston College.

John Bruno's Research

Most RecentMost Popular
  • For eBusiness & Channel Strategy Professionals

    REPORT: Next-Gen Tools Will Drive Your Digital Transformation In Sales

    Innovative Interfaces And Engagement Technologies Usher In A New Era In B2B Sales

    November 27, 2017John Bruno

    Every successful company in history has excelled at selling its product or service, but over time, differentiation has moved from the offering to the experience. Companies can no longer afford to apply a blanketed technology strategy if they plan to deliver a differentiated experience. B2B brands must embrace a sales digital transformation, and with that, they must craft their sales technology with seller enablement and empowerment in mind. This report outlines how digital strategy and commercial leaders must rethink their investments and harness new tools to differentiate their brands.

  • For Application Development & Delivery Professionals

    REPORT: Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

    Prepare For Dips In Customer Satisfaction And Service Levels

    November 9, 2017 Daniel Hong, Nick Barber, Ian Jacobs, John Bruno, Kate Leggett, Art Schoeller

    Artificial intelligence. All the craze. Application development and delivery (AD&D) professionals are on the frontline in learning how to use AI in customer service and sales. Whether that's through chatbots, robotic process automation, or virtual assistants, you have the task of setting expectations as to what's possible with AI. In 2018, it's time to make AI work. You must separate fact from fiction, and start understanding the operational aspects you need to support AI while still keeping tabs on areas where you can apply it to improve customer service and sales.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Organize And Staff For B2B Digital Transformation

    Organization: The B2B eCommerce Playbook

    November 7, 2017John Bruno

    Today's B2B eCommerce organizations must balance executing on a digital strategy with transforming a business. Individually, each priority represents a difficult challenge. Combined, they represent a once-in-a-generation test of the people called upon to lead an organization in the age of the customer. This report explores how leading eCommerce entities are structuring, hiring, and staffing for such an important and pervasive business transformation. It also provides a useful RASCI chart for digital business professionals. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Driving Customer Engagement With B2B Ratings And Reviews

    Processes: The B2B eCommerce Playbook

    November 7, 2017John Bruno

    Few B2B companies doubt the value of having ratings and reviews on their websites. But developing and offering any feature comes with a price. This report shows how B2B digital business professionals can use best practices and proven methodologies to determine when conditions are right for implementing ratings and reviews. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook

    September 21, 2017John Bruno, Kate Leggett

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. This report describes a five-step process for application development and delivery (AD&D) pros to define the right CRM metrics and provides more than 70 examples of specific measures to help you track success. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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