The Business Case For A Business Case

Natalie L. Petouhoff, Ph.D. By Dr. Natalie Petouhoff

In covering Customer Service, I have divided the topic into three aspects:

  • “Get the Basics Right”
  • “Understand the Business of Customer Service"
  • “Plan for the Future of Customer Service.”

I just published a document, “How To Win Funding For Your Customer Service Project." Forrester suggests to standardize the process and template for a business case. We use the discipline Total Economic Impact™ to calculate the ROI for an initiative. I’m hearing from a lot of my clients that in order to get their project approved, they need to justify it.

Today I had an inquiry call from a vendor that wanted to know how best to standardize the business justification process. They are finding that they can’t even get a meeting, or if they do, then one of the first sales objections of their clients is, “What is the ROI of this solution?"

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Making iPhone Work In The Enterprise

Ted Schadler

by Ted Schadler

If you had asked me three years ago whether the mobile industry would become a free-for-all of innovation and opportunity, I would have been forced to sigh and say, "can't see how -- the carriers don't seem interested in unlocking that potential."

I would certainly have been wrong as Apple has so impressively shown with its iPhone strategy (with first AT&T's and now 100s of carrier's support).

After 21 months in market, it's quite clear that Apple is redefining its third industry: first the computer industry, next the music industry, and now the mobile industry. With 25,000 applications (yes, mostly consumer applications today) available on Apple's private store and a reported 800,000,000 downloads, the iPhone has become a new platform for innovation.

At least one major enterprise vendor -- Cisco -- now treats the iPhone ahead of BlackBerry devices as a tier one device, at least as demonstrated by its WebEx and Cisco Call Manager applications.

But enterprises have been slow to adopt the product because of legitimate security and manageability concerns. Perhaps no longer. We found three enterprises willing to talk about their support of iPhone:

  1. Kraft Foods uses iPhone support to signal new suipport for employee culture change. Adding 400 more iPhones a month, on track for 4,000 iPhones by year end.

  2. Oracle Corporation responds to employee demand for iPhones. 4,000 iPhones globally and counting.

  3. An IT senior director at a California-based pharmaceutical company makes iPhone a priority. January 2009 launch, adding 100+ iPhones a month.

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When Were You (Happily) Surprised By Customer Service?

Changing this blog to focus on CEOs

While this blog spent its first year as a place of general conversation, I am changing it to focus on CEOs. I am the CEO of a small public company but I often spend time with big company CEOs – the leaders of the organizations that Forrester advises. This blog will contain ideas, research, observations, and analysis pointed at increasing the success of CEOs. It will identify what CEOs must accomplish to improve the prospects for their organizations and increase their own personal effectiveness. It will help CEOs take unique approaches to their challenges – hence “The Counterintuitive CEO.” This is in keeping with Forrester’s role focus – the company goes to market helping 19 roles attain high performance.

To keep all of this from becoming too sterile and boring, I will also include some personal observations -- recommendations for books, articles, music, things I love and things I hate. My intention is to share information that may make you think counterintuitively…or simply take the edge off.

While I am targeting CEOs, all are welcome here…and I ask all to join in on the conversation. Ping me when I’m off-base and please add ideas and information to push the discussion to a more valuable plane. I’m honored to have you participate.

Best American Rock and Roll Band -- Dead surging; Allmans still # 1

The bands gaining ground include the E Street Band, Doors, Replacements, Ramones, and Beach Boys. New entries incude The Eagles, REM, and Sonic Youth.

My put-down in the original post has rallied the Dead supporters -- they are trying to move the Jerrys past the Brothers. Which reminds me of a most excellent rock and roll joke:

What did one Dead Head say to the other Dead Head when the drugs ran out? "This music sucks!"

Here's the latest ranking.

Allmans
Dead
E Street Band
Doors
Replacements
Beach Boys
Ramones
Aerosmith
The Band
ZZ Top
Metallica
Velvet Underground
Nirvana
Phish
REM
Guns N' Roses
Pearl Jam
Eagles
Black Crows
Creedence
CSN&Y
Foo Fighters
Fugazi
Jefferson Airplane
Little Feat
NRBQ
Rush
Stooges
Talking Heads
Tom Petty and Heartbreakers
White Stripes
Wilco
Sonic Youth
REM
Crazy Horse (Neil Young)
Clutch
Chili Peppers 

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New Security and Risk Podcast - The GRC Technology Puzzle

Chris McClean

It’s bad enough when your boss puts you on the spot about a recent project you’ve finished...it’s even more interesting when that conversation is recorded for the general public.

Listen to Research Director Rob Whiteley interview me about one of my recent reports in our new podcast, The GRC Technology Puzzle: Getting All The Pieces To Fit.

For those of you interested in why analysts write the reports they do and how they might have done things differently, our podcasts provide a behind-the-scenes look at what customer conversations, market trends, and other issues motivate our research.

This report specifically tackles the increasingly complicated GRC technology landscape, a market segment that includes literally hundreds of vendors vying for their share of corporate budgets. The highlight is a graphic that illustrates the different categories of technology available on the market and the distinct role they play in a broad GRC program.

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Healthcare Industry BI Groundhog Day

Boris Evelson

Boris Evelson By Boris Evelson

I am writing this blog on my way back home from www.himss.org show in Chicago, while a tingly chill crawls down my back. It’s a creepy feeling of déjà vu. Even worse, it feels like the movie Groundhog Day where the main character keeps waking up on the same day, same date, never able to get to tomorrow. Everything he was able to achieve during the day is erased, and he has to do it over, and over, and over again. This was the feeling I got as I walked the show floor and kept asking myself questions such as:

  • Where are the open technology standards?
  • Where is the transparency?
  • Where is the common sense that business requirements, not vendors, dictate the rules?
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How I Got Hooked On Twitter

Best American Rock and Roll Band -- Update

Here's the massive lack of consensus so far. If you haven't yet voted, please chime in. Bands listed by number of votes as of April 6th at 12:30 P.M.:

Allmans
E Street Band
Dead
Doors
Aerosmith
Replacements
Beach Boys
Nirvana
Phish
Ramones
REM
The Band
ZZ Top
Black Crows
Creedence
CSN&Y
Foo Fighters
Fugazi
Guns N' Roses
Jefferson Airplane
Little Feat
Metallica
NRBQ
Pearl Jam
Rush
Stooges
Talking Heads
Tom Petty and Heartbreakers
Velvet Underground
White Stripes
Wilco
Eagles
Chili Peppers

Is a CMDB even possible?

Glenn O'Donnell

Glenn O'Donnell This is one of the most frequently asked questions I get in my many interactions with people on the topic of CMDB. The short answer is, “A CMS is possible, but the common model of CMDB is not.” I have even been challenged on Twitter that CMDB is nothing more than an endless time sink (follow glennodonnell to see the threads). Sadly, this is a common perception that is fueled by the many failures resulting from an unrealistic view of CMDB as a monolithic database.

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