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Liz   Herbert

Liz Herbert

VP, Principal Analyst Serving Application Development & Delivery Professionals

Liz focuses on the technology services industry, helping clients navigate this fast-changing market and maximize the business value of their technology investments. As a principal analyst, Liz helps clients understand the key dynamics in the enterprise application services market and make smart technology sourcing decisions. Specific topics of focus include SaaS, SAP and Oracle Services, and services for cloud and mobile. Liz has extensive experience helping technology buyers select services partners, manage provider relationships, and negotiate favorable contracts. She also advises technology and technology services vendors on market dynamics, buyer demands, competitive landscape, and go-to-market.

Liz has been a featured speaker at leading industry events such as SaaScon, Nasscom, Society of Information Managers, and World BPO Forum. She has been quoted in leading publications including The Wall Street Journal, Fortune, The New York Times, and CIO Magazine. Liz has been featured as a technology expert on TV news segments, including Bloomberg TV and Boston-based NECN. She was named IIAR Services analyst of the year in 2010.

Previous Work Experience

Prior to joining Forrester in 2002, Liz worked at the US Department of Transportation's Volpe Center, programming a computer simulator to test equipment for GPS-based ship navigation. Liz also worked as a researcher at the MIT Media Lab, programming "smart" objects that sense and "think" and researching electronic ballot user experience as part of the Caltech/MIT Voting Technology Project. Prior to working at the MIT Media Lab, Liz worked in the COMDEX division of Ziff Davis.

Education

Liz holds a B.S. in computer science and electrical engineering from the Massachusetts Institute of Technology.

Liz Herbert

VP, Principal Analyst Serving Application Development & Delivery Professionals

Liz focuses on the technology services industry, helping clients navigate this fast-changing market and maximize the business value of their technology investments. As a principal analyst, Liz helps clients understand the key dynamics in the enterprise application services market and make smart technology sourcing decisions. Specific topics of focus include SaaS, SAP and Oracle Services, and services for cloud and mobile. Liz has extensive experience helping technology buyers select services partners, manage provider relationships, and negotiate favorable contracts. She also advises technology and technology services vendors on market dynamics, buyer demands, competitive landscape, and go-to-market.

Liz has been a featured speaker at leading industry events such as SaaScon, Nasscom, Society of Information Managers, and World BPO Forum. She has been quoted in leading publications including The Wall Street Journal, Fortune, The New York Times, and CIO Magazine. Liz has been featured as a technology expert on TV news segments, including Bloomberg TV and Boston-based NECN. She was named IIAR Services analyst of the year in 2010.

Previous Work Experience

Prior to joining Forrester in 2002, Liz worked at the US Department of Transportation's Volpe Center, programming a computer simulator to test equipment for GPS-based ship navigation. Liz also worked as a researcher at the MIT Media Lab, programming "smart" objects that sense and "think" and researching electronic ballot user experience as part of the Caltech/MIT Voting Technology Project. Prior to working at the MIT Media Lab, Liz worked in the COMDEX division of Ziff Davis.

Education

Liz holds a B.S. in computer science and electrical engineering from the Massachusetts Institute of Technology.

Liz Herbert's Research

Most RecentMost Popular
  • For Application Development & Delivery Professionals

    REPORT: Vendor Landscape: Salesforce Implementation Partners

    Salesforce Customers Have New Choices As Old Choices Disappear

    September 8, 2017Liz Herbert

    Leading business and technology executives view Salesforce as a strategic partner for digital business, but most application development and delivery (AD&D) professionals don't have all the capabilities required to make these projects successful. The smart ones turn to partners for help in three key areas: ideation; deployment; and ongoing solution management. However, the partner landscape is changing just as quickly as Salesforce itself. This report highlights changes in the market in the past two years and overviews the top Salesforce services partners in 2017.

  • For Application Development & Delivery Professionals

    REPORT: The SaaS Customer Success Life Cycle

    Continuous Improvement: The Business Applications Playbook

    September 5, 2017 Paul D. Hamerman, Liz Herbert

    Software-as-a-service (SaaS) is more than just a software deployment model; it's a business model that ties vendors' success to your own. To drive upsell and renewals and achieve profitability, leading SaaS vendors are embracing customer success programs that help clients achieve long-term business results. This report outlines a life-cycle approach for customers to achieve success with SaaS vendors and gives application development and delivery (AD&D) pros and business stakeholders guidance for sustaining productive SaaS vendor relationships. 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: Three Strategies For Managing SaaS Negotiations

    Execution: The Business Applications Playbook

    August 31, 2017 Duncan Jones, Liz Herbert

    Software-as-a-service (SaaS) negotiation requires a unique approach; neither traditional software negotiation tactics nor hosting practices will suffice. But too many clients still don't know how to approach SaaS negotiations, being too hands-off and letting the business run the negotiation or being too tough and demanding contract changes the vendor will never accept. This report advises application development and delivery (AD&D) professionals on how to approach SaaS contract negotiation and outlines strategies for navigating an efficient negotiation. 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: Vendor Landscape: Services Providers For US Government Salesforce Integration

    More US Government Clients Are Signing With Salesforce As A Path To Modernization, But Selecting The Right Services Partner Is Key

    August 21, 2017Liz Herbert, Rick Parrish

    The US government has received a clear message: Modernize now. Government agencies have allocated new funds for major technology refreshes, and Salesforce is garnering significant interest. But federal clients must ensure their Salesforce implementations meet a raft of unique security and personnel standards. This vendor landscape discusses what application development and delivery (AD&D) pros in government should know when selecting a services provider and highlights key players in this sector.

  • For Application Development & Delivery Professionals

    REPORT: The Forrester Wave™: Salesforce Implementation Partners, Q3 2017

    Dozens Of Salesforce Partners Know The Tech — But Few Have Proven Ability To Drive Digital Business In Salesforce Deployment

    July 24, 2017Liz Herbert

    Salesforce buyers have evolved from a seeking a cloud customer relationship management (CRM) tool to seeking a strategic platform for digital business. In our 35-criteria evaluation of Salesforce implementation partners, we identified the 11 that matter most for digital transformation — Accenture, Capgemini, Cognizant, Deloitte, IBM, NTT DATA, PwC, Salesforce, TCS, Tech Mahindra, and Wipro — and researched, analyzed, and scored them. This report shows how each measures up and helps application development and delivery (AD&D) professionals select the right one.

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