This is a roll-up of all Forrester blogs written for Business Technology Professionals. Role-specific blogs are listed below. Visit Forrester.com to learn how we make Business Technology Professionals successful every day.
Forrester analysts will host a Tweet Jam on March 24, 2010, from 1:00 – 3:00 PM USA ET (6 to 8 PM GMT) to answer questions from business and IT executives about the top challenges they face in orchestrating customer-facing business processes to drive top-line growth. During this interactive Jam session, Forrester analysts will share results of our latest research into the topics of: customer experience management, CRM technologies and vendor trends, social media, and business process management.
Key questions we will tackle during this Tweet Jam include:
What are the key trends you need to take into account in planning CRM initiatives in 2010?
How do you know if you are delivering a differentiated customer-experience, and does it make a difference to the bottom line?
Social CRM: The real deal, or blogger hype?
How do CRM vendor solutions stack-up, and which ones are really delivering results?
Does business process management (BPM) “lean-thinking” have a place in CRM strategies?
Drowning in (bad) customer data: What to do about it?
How to take advantage of next-generation Business Intelligence tools for deeper customer insights?
Who should lead your customer management process improvement efforts?
What are the best ways to drive user adoption of CRM technologies?
What change management strategies and skills are needed to succeed?
What are the right metrics for success?
CRM pitfalls: What are they, and are there new ones to worry about?
If the seventies and eighties were dominated by technology-led innovation, with IT in the driving seat, the nineties and two thousands was surely the period of marketing-led innovation. With the emergence of social computing as such a big influence on business, spreading rapidly beyond the sole domain of marketing, it seems we are entering a new era - the era of Social Innovation.
In this era, innovation will be driven by empowered customers and employees and IT and Marketing will need to join forces and collaborate as never before. The CIO and the CMO, IT and Marketing, will jointly power this new era of Social Innovation by bringing together their extensive domain expertise to create a Social Innovation Network.
The way I see it, true Social Innovation goes beyond customer interaction and idea generation, it requires a powerful and coordinated network of players to take customer-generated innovation and to test, scale and implement it. IT has a key role to play in this Social Innovation Network as the broker, helping to connect the network players and components and to establish the management, strategy and technological backbone of the network.
In this podcast, Claire discusses the flow of activities that need to surround effective succession planning. She also talks about the key benefits of having a sound succession strategy. The podcast finishes with 5 key recommendations.
If anyone doubted CA Inc.’s intention to get into the cloud computing market, you can’t get away with that skepticism anymore. This company is serious. Its acquisition of early cloud leader 3Tera takes their nascent cloud entreaties to an entirely new level.
Geographic location plays a significant role in establishing data protection obligations in the cloud. And while many cloud services originated within the US, growing demand, global competition, and practical business models drive vendor proliferation of cloud services hosted across diverse geographic locations.
I am about to set off on a road show around Australia and New Zealand with IBM concerning data growth and data management. I am giving a presentation on data/information governance - which continues to be top of mind for many folks within the IT department - but to date, the data governance efforts of many organisations across the two countries have been pretty limited...
The NoSQL Movement Is Gaining Momentum, But What The Heck Is It?
The NoSQL movement is a combination of an architectural approach for storing data and software products (such as Tokyo Cabinet, CouchDb, Redis) that can store data without using SQL. Thus the term NoSQL.
The mobile channel is increasingly relevant in business strategies, application architectures and applications of financial services firms. Consequently, we are all aware that the headline represents a strong exaggeration. So, why this statement? Is there any substance in it that application architects, application developers, and enterprise architects need to consider? Interactions with a number of banks indicate that the answer is yes.
In the last month the Human Capital Management market has consolidated with Authoria picking up Peopleclick and SuccessFactors acquiring Inform. Both acquisitions add product functionality with little or no product overlap. But this doesn’t mean integration will be easy. There are plenty of challenges ahead.