What Is "Ideal Customer Service"?

Kate Leggett

We’ve all heard about ideal customer service — the mantra of customer service vendors as they tout their wares. But what does this actually mean? Service at all costs (ideal for the customer)? Service at minimal cost (ideal for the business)? Or does “ideal” to a customer service manager mean the ability to deliver “good enough customer service” — where the cost of doing service is balanced with the ability to satisfy and retain a customer? Or is it something else — like providing a customer service experience that parallels a company’s business model?

Think about Saks Fifth Avenue — High-style, high-cost apparel. You would expect their customer service to be in line with their business model: Customer service on the customer’s terms — where you can arrange a phone call with a shopping consultant. You can talk with them now or later, at your convenience. You can email them and they will get back to you very quickly, or you can chat with them at any time of day or night.

Now think about IKEA — the provider of “affordable solutions for better living.” You shop at IKEA because you are comfortable with serving yourself — from pulling furniture off shelves to self-checkout to assembling them yourself. And, IKEA’s service mirrors their brand. They have exhaustive web self service in a multitude of languages, a chat bot, some email support and limited phone support. You are not disappointed with their lack of white-glove service because you would never expect it from IKEA — it is not their business model.

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The Banking Platform Vendor Development Quandary

Jost Hoppermann

I have discussed questions such as “Which banking platform vendor is the right one for a given financial services firm in its specific requirements context in a given country?” with Forrester clients for some time. Interestingly, the share of these discussions touching on questions such as “How viable is vendor X?” and “Is vendor Y the right one for a bank the size of mine?” is increasing. What is the reason for this?

Recent Forrester reports have shown that the 2008 and 2009 banking platform markets were not as active as before the crisis (see the Forrester report “Global Banking Platform Deals 2009”). In addition, the most active region (Asia Pacific) is not necessarily the most attractive one as far as size of projects budgets are concerned (see the Forrester report “Global Banking Platform Deals 2009: Regions And Functionality”).  

It is clear that in such a global situation, the reduced deal numbers of many vendors and the economic trouble of some are reason for concern for many delivery teams making or supporting the long-term decision for a new banking platform vendor — particularly when preliminary findings from a Forrester survey show a new thrust for the renewal of the financial service application landscape. At the same time, banking platform vendors’ behavior is changing:

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Hello Customer Service World From Forrester Research

Kate Leggett

Hello customer service world – I’ve just joined at Forrester Research, responsible for customer service and call center business processes. I’ll be watching the customer service vendors – both the traditional multichannel ones as well as the new social/community ones. I’ll be working with clients to justify new customer service projects and to recommend best practice adoption as well as sharing my thoughts and opinions of the impact of the customer service experience on your brand.

Even though I am new to Forrester, I am not new to customer service, having spent years at KANA and as a regular contributor to the CRM magazine and blog-sphere.

One topic that has interested me is how the customer service manager must balance the needs of his ever-evolving customer with the economic constraints imposed on him by the business. Customers today demand instant service on-the-go, and are quick to voice their displeasure when service doesn’t meet their expectations. And in this world of social media, this displeasure is easily amplified, which can negatively impact your business.

So what are the tools and business processes that a service manager must embrace to be successful? New knowledge tools? New delivery channels for the mobile customer or the impatient one? More process in the front office to help standardize the experience? A better cross-channel customer experience? More sophisticated analytics to microtarget your customer?

I know there are a lot more answers to this question. I hope you will start reading my blog, offer your suggestions and feedback, and pass on a good word if you like what you see. I look forward to your insights.

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Take Part In Forrester's Database Management Survey

Noel Yuhanna

Forrester is currently running a database management survey assessing the state of the database market. We are surveying companies across various verticals to understand the type of DBMS they use, what challenges they face and what initiatives are currently being undertaken or planned for in the coming years. We’re looking at what’s working and what’s not, and things that you are focusing on around database management such as cloud, compression, archiving, security, and tuning.

If you are involved in some part of database management, then we’d love to hear your opinions.  

All results will treated as strictly confidential and results will only ever be presented at an aggregated level.

 You can take the survey here.

 Thanks for your time!

 Cheers,

 Noel

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Join Forrester’s Tweet Jam On Cloud Computing: September 15 At 11 AM EDT

Holger Kisker

Have questions about cloud computing and the top challenges and opportunities it presents to vendors and users? Then join us for an interactive Tweet Jam on Twitter about the future of cloud computing on Wednesday, September 15th, 2010 from 11:00 a.m. – 12:00 p.m. EDT (17:00 – 18:00 CEST) using the Twitter hashtag #cloudjam. Joining me (@hkisker) will be my analyst colleagues Mike Cansfield (@mikecansfield), Pascal Matzke (@pascalmatzke), Thomas Mendel (@drthomasmendel), and Stefan Ried (@stefanried). We’ll share the results of our recent research on the long term future of cloud computing and discuss how it will change the way tech vendors engage with customers.

 

Looking through the current industry hype around the cloud, Forrester believes cloud computing is a sustainable, long-term IT paradigm. Underpinned by both technology and economic disruptions, we think the cloud will fundamentally change the way technology providers engage with business customers and individual users. However, many customers are suffering from "cloud confusion" as vendors' marketing stretches cloud across a wide variety of capabilities.

To help, we recently developed a new taxonomy of the cloud computing markets (see graphic) to give vendors and customers clear definitions and labels for cloud capabilities. With this segmentation in hand, cloud vendors and users can better discuss the challenges and benefits of cloud computing today and in the future.

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Energy For More People

Holger Kisker

Last week, I attended the ONS (Offshore North Sea) 2010 conference, one of the world’s largest energy conferences, with more than 49,000 participants, in Stavanger, Norway. The conference theme was “energy for more people,” an important goal, not only to keep pace with the growth of the world’s population (expected to hit 9-plus billion people by 2050) but to fight poverty and increase living standards around the globe. However, soon after the opening ceremony by King Harald V, it became very clear from the first panel discussion that the path forward to achieve this goal has many facets and that the leaders of the world, including politicians, academics, business people, and other authorities, are far from reaching consensus on the right path today.

Conventional Energy Resources

Global energy demand will increase by ~45% within the next 20 years (according to the International Energy Agency), but what will the distribution of energy resources look like by 2030? Most scenarios predict that fossil fuels will continue to be the primary energy source, with oil and gas making up 65% of the total demand. To no one’s surprise, most of the presentations and exhibitions at ONS 2010 were therefore dedicated to the future of fossil fuels that can be combined into the following themes to satisfy the energy demand of tomorrow:

  • Unlocking new oil and gas reserves in the world. The concept seems to be straightforward: Overcome technical and political hurdles and drill deeper, faster, and more efficiently to carry exploration into new territories such as the Arctic or ultra-deep sea.
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Not All In-Memory Analytics Tools Are Created Equal

Boris Evelson

I get many questions from clients interested in evaluating different in-memory technologies. My first advice is not to mix apples and oranges and clearly understand the differences between in-memory indexes, in-memory OLAP, in-memory ROLAP, in-memory spreadsheets, and other approaches. See more details in my recent blog entry "I forget: what's in-memory?" to understand the differences. Then once you zero in on a particular segment, you can indeed do an apples-to-apples comparison. Let's say we pick the category of in-memory associative indexes, which would include Microsoft PowerPivot, QlikTech, and TIBCO Spotfire. We also sometimes run across Advizor Solutions, but typically in smaller clients (and we do not include them in The Forrester Wave™ process). I recommend a three-step approach to compare these four tools:

  1. First, compare all of the commodity features of the vendors and tools like data integration and portal integration, operational features like administration, security, and others. You can leverage the detailed evaluation behind our slightly outdated 2008 BI Forrester Wave, if you are in a hurry, or you can wait for another month or so and the 2010 update will be published (it's in the last stages of editing at this point). Or if you are a Forrester IT client — not a vendor — client, send me a note and I'll share a draft preview with you.
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App Development Managers Should Care About Oracle’s Suit Against Google

John R. Rymer

As much fun as the juicy details of the Oracle-Google lawsuit are, the meaning of the suit for enterprise application development managers is, well, philosophical. Aside from sweating over the legal status of your Android phone (if you own one), the lawsuit won’t create drama for your shop. But the long-term implications are serious. Henceforth, Java will be a marching band rather than a jazz collective. Oracle’s action will reduce the independent innovation that has made Java what it is, causing developers to seek new ideas from sources outside of Java. Your Java strategy, as a result, will get more complicated.

A little background: Since the late ’90s, the primary source of Java innovation has been open source projects that either fix Java limitations or provide low-cost alternatives to vendor products. But Java’s position as a wellspring of innovation has been declining in recent years as many Web developers shifted their attention to dynamic languages, pure Web protocols, XML programming, and other new ideas. This trend has been particularly pronounced in the client tier for Web applications, where alternative rich Internet application technologies including Ajax frameworks like Dojo and container-based platforms like Adobe Flash/Flex have replaced client-side Java. Java virtual machines are a foundation of these efforts, but the enterprise and mobile Java platforms are not.

In choosing Java’s future course, Oracle had two philosophies to choose from.

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Results Of The Forrester Wave™: Open Source Business Intelligence (BI), Q3 2010

Boris Evelson

Open source software (OSS) and business intelligence (BI) are two related market segments where Forrester sees continually increasing interest and adoption levels. BI specifically continues to be one of the top priorities on everyone's mind. The main reason? Enterprises that do not squeeze the last ounce of information out of their data stores and applications, and do not focus on getting strategic, tactical, and operational insight into their customers, products, and operations, risk falling behind competition. And when it comes to open source, 2009 could best be described as "the year IT professionals realized that open source runs their business." The reason is simple: Over the past few years, we've seen that developers adopt open source products tactically without the explicit approval of their managers. This has shown up in numerous surveys where the actual adoption of open source ranks higher than what IT managers report. Well no longer: Forrester's Enterprise And SMB Software Survey, North America And Europe, Q4 2009 shows that management has caught on to the fact that developers increasingly use open source to run key parts of their IT infrastructure. And management has grown increasingly comfortable with it. In fact, throughout 2009, most client inquiries Forrester received regarding open source were focused on how to move from tactical adoption to strategic exploitation.

Yet, when you put the 2 and 2 together (OSS and BI), you mostly get a mixed market, where one unfortunately has to compare apples to oranges. Why? Before plunging into a tool evaluation and selection process, ask yourself the following questions, and make sure you are doing a like-to-like comparison:

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Daptiv Acquired By Parallax Capital Partners = Faster Maturation Of PPM SaaS, But Does It Signal The Next Wave Of Consolidation?

Margo Visitacion

On July 27, 2010, Parallax Capital Partners announced that it was acquiring Daptiv, a SaaS PPM vendor. Forrester customers who are current Daptiv customers or are considering Daptiv as a PPM vendor should not be deterred. As a $20 million vendor, Daptiv provided a strong work group for project portfolio management, performing well at the departmental or divisional level, but had limited capabilities in areas that were attractive to enterprisewide implementations, including functionality (i.e., resource management and financial project management) and ability to scale development or support - a typical problem for smaller vendors. Prior to the acquisition, the company had started down the path toward enterprise viability, but the vendor was still seen as best suited to small to medium-sized standalone implementations.

Acquisition by capital investment firms can mean prepping a company for sale, but with Parallax operating Daptiv as a wholly owned subsidiary, Daptiv’s future looks much more positive. Having Parallax’s backing, the vendor will now be able to:

  • Increase R&D funding to further develop the connectors for ERP integration as well as extend connectors to other demand management or portfolio management tools.
  • Provide resource management functionality that supports forecasting and capacity management.
  • Increase support capabilities for larger, more complex implementations in order to compete at the enterprise level.
  • Extend its Daptiv platform to encompass more work-related data and reporting. 
  • Provide increased financial modeling at the portfolio level and project actual capture for financial reporting.

 

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