Upcoming Workshop: Applying Agile And Lean Strategies To BPM Initiatives

Join Forrester Senior Analyst Clay Richardson in Washington D.C. on October 20, 2009 for the interactive one-day workshop Applying Agile And Lean Strategies To BPM Initiatives. In this workshop, you will learn best practices for integrating Agile and Lean methodologies into all facets of your BPM initiative. Through exercises and case studies you will build an action plan for incorporating Agile and Lean best practices into your organization’s BPM initiative.

To learn more about this workshop or to register, please click here.

Podcast: How To Select Your First BPM Project

Our latest featured podcast is Connie Moore's "How To Select Your First BPM Project"



In this podcast, BP&A Research Director and Vice President Connie Moore discusses how you should employ your first BPM project. She begins by suggesting that business process professionals think big and target major organizational pain points with their first endeavor. She goes on to suggest best practices for moving on from this first process implementation and ends with a discussion of how long these projects generally take.





We look forward to your questions and comments.



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IBM Goes Deeply Predictive, Announces Acquisition of SPSS

James G. Kobielus By James Kobielus

IBM dropped a big bombshell at the start of any already action-packed day for the analyst community. At this moment, I’m sitting, along with several dozen of my peers from Forrester and other firms, at the IBM Smart Analytics System launch event in Hawthorne NY. I’ll blog on IBM’s other announcements in a separate items.

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UPDATED: Does Putting Customers "First" Pay? Amazon.com Buys Zappos.com for $928M

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

While at the Forrester IT Forum this past spring, I was invited by Tony and Alfred to visit Zappos.com. I was intrigued about what I had heard about this company. Could it be actually true that even the receptionist understood what customer lifetime value (CLTV) meant?


Zappos.com was known for their extreme customer service... but was the whole culture really like that? And if so, how did that work? I had enjoyed the tweets I'd seen of the nearly 400 Zappos.com employees on twitter- they seemed authentic, genuine... Zappos had built its business through developing relationships, creating personal, emotional connections and delivering high touch (WOW) customer service.


I reached out to Tony via Twitter and let him know I would be in Las Vegas.

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Oracle Targets Real-Time Data Integration With GoldenGate Acquisition

Rob Karel By Rob Karel

Today, Oracle announced plans to acquire GoldenGate Software, a private company specializing in data replication and real-time data integration solutions. 


This acquisition will focus on two specific areas: (1) high availability to support data replication and migration efforts and (2) non-invasive real-time data integration capabilities. 


From a data replication standpoint, GoldenGate will improve Oracle’s support for heterogeneous replication beyond Oracle sources and targets.

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Podcast: Revisiting Product Information Management

Our latest featured podcast is Rob Karel's "Revisiting Product Information Management"



In this podcast, principal analyst Rob Karel outlines the key themes from his recent product information management (PIM) research. He starts by talking about the buy- and sell- side procuct data environments, and outlines a value proposition for managing this product data. He ends by reviewing the capabilities that clients should look for in a PIM application.





We look forward to your questions and comments.



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Who Should Lead the Customer Social Media Interaction?

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

I've had a number of interesting debates on who should lead the customer social media interaction in the last few weeks. In part, this question comes up because a great deal of social media was initiated in the Marketing department via listening or brand sentiment programs. What we do know is that all departments benefit- marketing, sales, service, product dev, engineering from the voice of the customer information that results from deploying social media.


And while I know that not everyone will agree, after studying all the various departments that could lead social media, I'm still convinced customer service should lead the customer social media interaction.

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One Large Step for Customer Experience: Lithium Announces A Social CRM /Customer Service Solution

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

If you follow me on Twitter (@drnatalie) you have seen the on going conversation around whether Social CRM and Customer Service actually exists or if it is a fantasy.


Paul Greenberg has put his final stake in the ground on defining what Social CRM means- You can read more on the post that drove a huge discussion.The debate centers around alot of things - whether CRM is a strategy, a process, a technology. At the end of the day, most agree that its an all inclusive way of building relationships with your customers. Bill Band, Vice President and Principle Analyst at Forrester, has written about Social CRM in his ever popular doc CRM 2.0: Fantasy or Reality?

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BI, Analytics, and CEP: Some Fruitful Potential Follow-Ons from Software AG’s Acquisition of IDS Scheer

James G. Kobielus By James Kobielus

Yes, of course, Software AG is buying IDS Scheer primarily for the latter’s ARIS family of business process management (BPM) tools. I’ll leave it to my Forrester colleagues who focus on BPM--on both the IT and TI sides of the house — to call out the ramifications for Software AG’s positioning in that market.

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An ROI for Social Media: Customer Service Online Communities

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

There's a lot of buzz right now surrounding social media, Twitter, Web 2.0 — and whether there is any business value. My gut said there was... but having a Ph. D. in engineering, I knew that hypothesis needed to stand-up to testing. I began talking to customers, the brave souls who have ventured down the social media path, about what they were observing. None had calculated an ROI, but they could share with me their observations — their benefits, their costs and the risks. I looked for trends.

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