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  • For Application Development & Delivery Professionals

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    Report Five Key CRM Trends For 2018 That Shape How Companies Drive Relationship And Revenue

    Vision: The CRM Playbook
    January 16, 2018 | Kate Leggett

    In the age of the customer, good customer experiences are the only sources of competitive differentiation. CRM has the potential to transform customer relationships, but companies have only started...

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    Report Leverage AI-Powered Banking Platforms To Support True Digital Banking

    AI Will Become Mainstream In Off-The-Shelf Banking Platforms
    December 29, 2017 | Jost Hoppermann

    The artificial intelligence (AI) space has quickly become a key tool for leading banks to improve customer experience (CX), increase process efficiency, and drive revenue. AI's increasing maturity...

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    Report Blockchain In Banking: Success Depends On Technology And Market Maturity

    Adapt Your Blockchain Plans To Geography And Use Case
    December 19, 2017 | Jost Hoppermann, Martha Bennett

    Blockchain-based solutions remain highly immature. The technology itself is nascent, and nobody has yet developed the governance models that form the foundation for a functioning ecosystem....

  • For Application Development & Delivery Professionals

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    Report The Business Applications Landscape 2017 To 2020: SaaS Disruption And Vendor Proliferation

    Landscape: The SaaS Transformation Playbook
    November 29, 2017 | Paul D. Hamerman, Andrew Bartels

    The landscape of critical process applications ranges from customer-focused business technology (BT) applications to solutions for managing people, finances, operations, and products. As this $167...

  • For Application Development & Delivery Professionals

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    Report Drive Business Agility And Speed With SaaS Transformation

    Executive Overview: The SaaS Transformation Playbook
    November 20, 2017 | Paul D. Hamerman, Liz Herbert, Duncan Jones

    Companies looking to maintain their competitive edge and execute on digital transformation strategies need modern, flexible business applications. Forrester's SaaS transformation playbook outlines...

  • For Application Development & Delivery Professionals

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    Report Optimize Your BI Strategy To Generate Maximum Business Value

    Strategic Plan: The Business Intelligence Playbook
    November 17, 2017 | Martha Bennett

    Business intelligence (BI) is more important than ever in today's fast-changing competitive environment. Without effective BI, organizations lack an essential element in the application portfolio...

  • For Application Development & Delivery Professionals

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    Report Create A SaaS Migration Road Map That Is Fast, Not Perfect

    Road Map: The SaaS Transformation Playbook
    September 21, 2017 | Duncan Jones

    Forrester's data shows that three-quarters of software decision makers in enterprises plan to replace or complement their enterprise resource planning (ERP) software with SaaS applications, or have...

  • For Application Development & Delivery Professionals

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    Report Forrester's Business Applications' Effectiveness Scorecard

    Effectiveness: The SaaS Transformation Playbook
    August 24, 2017 | Duncan Jones

    Business applications should be key enablers of enterprises' top priorities, such as customer experience and product innovation. Yet Forrester's research of technology decision makers found that...

  • For Application Development & Delivery Professionals

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    Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 2, 2017 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service and application development and delivery (AD&D) pros must...

  • For Application Development & Delivery Professionals

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    Report SaaS Adoption 2017: If You Aren't Using SaaS Broadly, Your Business Risks Falling Behind

    SaaS Improves Business Results Due To Greater Innovation And Agility — And Is Increasingly The Foundation For Business Opportunities
    June 29, 2017 | Liz Herbert, Paul D. Hamerman

    SaaS continues to grow across categories and geographies, fueled by buyer demand for business agility, growing comfort with the model, and a maturing market of SaaS offerings. This maturing market...

  • For Application Development & Delivery Professionals

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    Report Stop Buying End-To-End CRM

    Evaluate CRM As An Ecosystem Instead
    May 3, 2017 | John Bruno, Kate Leggett

    Companies rely heavily on mature CRM suites to provide operational efficiencies as sales, marketing, and customer service organizations interact with customers. But with companies placing greater...

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    Report Prescriptive Advice: The Salesperson's Crystal Ball

    March 7, 2017 | John Bruno

    As B2B buyers continue to self-serve and conduct more research on their own, their expectations of salespeople continue to rise. To increase seller effectiveness and close the gap between buyers'...

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    Report Enterprise Video's Future Aligns With Customer Obsession

    Your Employees Expect Video, So Use It To Engage Them
    March 2, 2017 | Nick Barber

    Enterprises can meet employees' consumer-level expectations around video and support a customer-obsessed culture at the same time. Enterprise video strategies include a mix of live and on-demand...

  • For Application Development & Delivery Professionals

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    Report Capitalize On SaaS CRM Solutions With Better Governance

    Organization: The CRM Playbook
    February 17, 2017 | Kate Leggett

    Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions....

  • For Application Development & Delivery Professionals

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    Report Setting The Technology Foundation For Your Enterprise Collaboration Strategy

    Tools And Technology: The Enterprise Collaboration Playbook
    February 15, 2017 | Art Schoeller, Rob Koplowitz

    Many organizations are making a fundamental bet on enterprise collaboration, linking the various roles in the customer experience ecosystem to the effectiveness of knowledge workers a competitive...

  • For Application Development & Delivery Professionals

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    Report Vendor Landscape: SaaS ERP Applications, 2017

    The Shift To SaaS ERP Accelerates As Businesses Adapt To Digital Transformation
    January 23, 2017 | Paul D. Hamerman

    Software-as-a-service (SaaS) enterprise resource planning (ERP) is accelerating as a mainstream delivery model to help companies gain flexibility and leverage modern cloud technologies. The market...

  • For Application Development & Delivery Professionals

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    Report The Forrester Wave™: CRM Suites For Midsize Organizations, Q4 2016

    Salesforce And Oracle Lead A Mature Field Of Vendors
    November 21, 2016 | Kate Leggett

    In our 36-criteria evaluation of CRM suites for midsize organizations, we identified the most significant ones from 11 vendors — Aptean, bpm'online, Bullhorn, Infor, Microsoft, NetSuite, Oracle,...

  • For Application Development & Delivery Professionals

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    Report Vendor Landscape: SFA Solutions For The Evolved Sales Force

    SFA Vendors Are Finally Listening To The Needs Of Modern Sellers
    November 10, 2016 | John Bruno

    Many organizations don't realize the potential of their sales force automation (SFA) investments. They roll out these applications to increase transparency into sales activities and create sales...

  • For Application Development & Delivery Professionals

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    Report Applying Advanced Analytics To Your Supply Chain

    Take Advantage Of The Data, Analytics, And Internet Of Things Revolution To Enhance Processes And Delight Customers
    October 12, 2016 | Phoenix Zhang, Rowan Curran

    Overstock, understock, late shipments, broken equipment, poor-quality goods — the problems of supply chain managers are nearly endless, and they have severe business impact. In a world of...

  • For Application Development & Delivery Professionals

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    Report How To Improve Your Top Line With Salesperson-Centric Software

    October 5, 2016 | John Bruno

    Unequivocally, the ultimate measures of success for companies revolve around converting more sales, maintaining higher margins, and lifting revenues. CRM, and more specifically sales force...

  • For Application Development & Delivery Professionals

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    Report Digital Transformation And Customer Experience Frame The New Business Case For BPM

    September 26, 2016 | Clay Richardson

    Historically, the business justifications for business process management (BPM) focused on improving business operations; now, the focus has shifted to improving customer engagement across digital...

  • For Application Development & Delivery Professionals

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    Report Maximize Your Chances Of Business Intelligence Success In A Customer-Centric World

    September 14, 2016 | Martha Bennett, Boris Evelson

    How can you make sure that your business intelligence (BI) initiative is a success? This question isn't unique to BI, but it's still a tall order, as many organizations have a history of failed BI...

  • For Application Development & Delivery Professionals

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    Report The New Discipline Of Digital Business Automation

    September 9, 2016 | Clay Richardson

    Application development and delivery (AD&D) leaders are on the front lines of fast-moving digital transformation initiatives. To achieve digital dominance, progressive teams of business and...

  • For Application Development & Delivery Professionals

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    Report Digital Innovation Reshapes The Future Of Business Applications

    September 8, 2016 | Paul D. Hamerman

    Business environments and the application software industry are changing rapidly. Enterprises face increasingly difficult choices between renovating or upgrading existing solutions and investing in...

  • For Application Development & Delivery Professionals

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    Report Vendor Landscape: Videoconferencing Platforms

    Videoconferencing Becomes Key To Collaboration And Employee Experience
    September 2, 2016 | Nick Barber

    The days when executives held the keys to the boardroom that housed the high-end videoconferencing (VC) system are no more. Now enterprises can improve employee experiences by deploying VC to their...

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