How BPM Can Enhance the Eight Building Blocks of CRM

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "How BPM Can Enhance the Eight Building Blocks of CRM"

Transcription

1 Research Publication Date: 6 April 2007 ID Number: G How BPM Can Enhance the Eight Building Blocks of CRM Marc Kerremans, Jim Davies Business process management (BPM) should complement an organization's CRM strategy not hinder it. The traditional operational focus of BPM can be honed to enhance the customer-centric process and improve the customer experience. Key Findings By aligning your company's CRM strategy and BPM initiative with an emphasis on endto-end customer processes, you can deliver better customer value. The adoption of a BPM approach will change the nature and content of the requirements, as well as impact tool selection, and the following implementation will fit closer to the organization and its processes. Recommendations Look beyond traditional CRM applications to find the processes that are not covered in CRM systems that are still important to customers, such as an end-to-end client intervention. Plan to build BPM expertise in customer-centric process design to allow execution against a customer strategy and delivery of the intended customer experience. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner's research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

2 ANALYSIS BPM is a management discipline whose goal is to improve agility and operational performance. BPM is a structured approach that employs methods, policies, metrics, management practices and software tools to manage and continuously optimize an organization's activities. Gartner defines CRM as a business strategy that maximizes profitability, revenue and customer satisfaction by organizing around customer segments, fostering behavior that satisfies customers and implementing customer-centric processes. Most CRM initiatives focus on a departmental approach based on how a business sees its customers. In many CRM implementations, this leads to a single, fixed process hard-coded into CRM applications, with a limited end-to-end view of customer-centric processes. Old-style integration between disparate systems to create a "joined-up" or "end-to-end" view of customer processes is often complex, time consuming and costly to achieve. While CRM focuses on sales, marketing, service and customer-facing processes, BPM is far broader looking at all processes and applying approaches and techniques that work across the whole organization but without necessarily adopting a customer-centric approach. However, because of the obvious overlap between these two worlds, organizations should meld the two to ensure that they complement each other rather than compete. In 2001, Gartner identified eight essential elements for successful CRM, which we call the "eight building blocks" of CRM (see Figure 1). These include vision, strategy, organizational collaboration, customer experience, processes, information, technology and metrics. All eight are essential for successful CRM. Figure 1. The Eight Building Blocks of CRM Source: Gartner (April 2007) The vision, strategy and metric aspects of this framework can help determine what role BPM adopts within the business. BPM can then directly impact the other five elements. This alignment Publication Date: 6 April 2007/ID Number: G Page 2 of 9

3 will help ensure the successful execution of the customer strategy that spans the entire organization, not just in the sales, marketing and customer service departments. CRM Vision, Strategy and Metrics: Shaping the Role of BPM To improve its competitive position in the market, a business must understand how its value proposition differs from other companies'. An organization's vision outlines the what and why of a company's existence, whereas the strategy outlines how it plans to achieve this. This plan will provide guidance as to the role BPM must play out to help the organization deliver and track its intended customer experiences. CRM requires a tiered hierarchy of interlinked metrics to understand the success of the CRM strategy and to provide visibility into corporate goals. BPM provides the framework to accurately track the performance of the multitude of end-to-end operational (process) metrics and simplify their combination to create customer-strategic metrics such as customer profitability and lifetime value or retention, which in turn can roll up to corporate metrics such as market share and revenue growth. An example of this alignment of the BPM initiative with the CRM strategy is provided by a utilities company that, when confronted with the opening up of its market, extended its focus from delivering the safest drinking water on the market toward providing the best services around its product. This meant looking at its entire end-to-end customer processes in terms of effectiveness and efficiency. "Marshaling the Troops for Business Process Management: How to Get Their Attention" "BPM Maturity Model Identifies Six Phases for Successful BPM Adoption" "Using Key Performance Indicators to Facilitate Business Process Improvement" "How to Create a Powerful CRM Vision" "How to Develop a CRM Strategy" "Get the Best Performance Out of Your CRM Metrics" Execution against a customer strategy will likely require the modification and enhancement of the five remaining building blocks. BPM can have an influence on each. Valued Customer Experience Customers have an experience during every interaction, whether it is intended or not. This experience can be a one-off event or a series of experiences built up over time. Experiences have both rational and emotional elements and can involve all five senses. Many organizations focus just on the delivery of the experience but must focus more on its design and expectation setting as well as feedback and continual improvement. BPM has an influencing role across all three of these dimensions (before, during and after). It can help with expectation setting because of increased end-to-end process visibility. For example, a call center agent can inform a customer of the current status of a mortgage approval process, using information that traditionally would not have been available. Traditionally, when assessing this customer interaction (for example, via surveys) to gain more understanding of how the organization is being perceived by its customers, this assessment usually is limited to the direct customer interaction points. However, many of the issues related to this interaction are based on Publication Date: 6 April 2007/ID Number: G Page 3 of 9

4 operational inefficiencies in the organization, whereas customers view them as issues with a single process from their point of view. In applying the principles of BPM such as business process discovery, business process modeling and business process improvement techniques the end-to end process visibility is enhanced. Customer survey data that highlights an issue with a process can be seen and rectified rapidly and in totality rather than in a piecemeal fashion. The result of this is better experience delivery. Feedback about customer interactions not only enters the organization through the usual client interaction channels (for example, call center). Some of these interactions may well hit the organization through various operational activities (for example, feedback on financial settlement arrangements through the finance department, feedback to service people in the field during maintenance procedures). Both elements (expectation setting and feedback management) will require enhanced process flexibility capabilities that are offered by BPM. Because of the uncertainty and volatility in business conditions, customer experiences are not static and are constantly evolving hence, the ever-increasing demand for self-customization. Excellent and responsive processes, improved process effectiveness, and the right flexibility are all direct results of BPM and can provide the agility needed for changing conditions. "Achieving Agility: BPM Delivers Agility Through New Management Practices" "Manage the Customer Experience to Improve Business Performance" Organizational Collaboration Organizational collaboration requires an enterprise to align its resources and capabilities toward supporting a CRM strategy. It involves changing organizational structures, processes, metrics, incentives, compensation, skills, training and learning, as well as the enterprise culture. This building block dovetails with the methodology behind successful BPM. Culture is critical because BPM benefits greatly from employees that can accept enterprise goals as equally valid to their own departmental or functional goals. Leadership must see to it that even the staff incentive compensation plans do not interfere with this goal. BPM success requires a broader view from people and a willingness to accept uncertainty and even turmoil as the process view takes hold. The governance or decision-making process in this environment must also be well developed to consider multiple viewpoints and gain adequate consensus. As business seeks more-agile operations within a process-driven organization, new expanded roles and responsibilities for the IT organization and business staff will emerge. However, most implementations will involve a significant degree of change management, with communication, training and education programs critical to ensuring that the modified processes are adopted. "Business Process Management as a Discipline" "Role Definition and Organizational Structure: Business Process Improvement" "True CRM Demands Organizational Collaboration" Customer Processes Customer process redesign focuses on improving the customer experience to help meet CRM strategy objectives. It is an evolution of the efficiency-driven business process re-engineering era Publication Date: 6 April 2007/ID Number: G Page 4 of 9

5 and requires customer input to help prioritize direction. The extent of re-engineering may be significant, cutting across multiple departments and functions, and may take years. Consequently, customer-impacting processes often stretch far beyond the realms of a traditional CRM application. Figure 2 illustrates the incomplete process coverage by processes in a CRM application. Publication Date: 6 April 2007/ID Number: G Page 5 of 9

6 Figure 2. Incomplete Process Coverage in a CRM Application Unstructured Activity (Outside the Scope of the CRM Application) (2) Processes Triggered by Internal Process (3) CRM (1) A Single Customer Process (Insufficient for Most Clients) (2) Source: Gartner (April 2007) Unstructured Activity Publication Date: 6 April 2007/ID Number: G Page 6 of 9

7 From a client perspective, one customer process (1) isn't enough. Different customer segments require different needs and want to be served differently, requiring different processes. Therefore, the ability to create and maintain diverse process flows is an important consideration. During the execution of customer processes, a large part of the activities is about collaboration. Many of these collaborative activities are not well structured and usually emerge in a very organic way (for example, exception processes, conflict resolution and consensus approaches). These unstructured activities (2) are usually not within the scope of traditional CRM applications and therefore are not easily tracked, except that some occasions allow for the registration of a final outcome. Finally, not all customer processes are the result of direct customer interaction. Some processes can be triggered by internal operational processes (3). For example, maintenance processes of internal machines or external installations such as public water mains or telephone systems can have a serious impact on the services delivered to customers. BPM creates an environment in which this cross-departmental process view and customer process design and optimization are greatly simplified. Within BPM, the role of business process modeling is crucial in understanding business processes and setting the right foundation for any business process improvement. Therefore, organizations should invest in the necessary skills (business analyst) to be ready for a BPM approach. "Gartner's Position on Business Process Management, 2006" "Seven Steps to Customer Process Re-engineering" Information The creation, maintenance and deployment of accurate, complete and timely customer information and insight are critical for successful CRM. Customer data typically resides in numerous systems across the organization resulting in the need to embrace customer data integration (CDI) technologies and master data management (MDM) concepts to deliver a highquality operational single view of the customer. A BPM approach will contribute to CRM information capabilities, because it pulls together fragmented information residing in different departments, programs, databases and systems to enable end-to-end process execution and, thus, provide a process-based view of customer information. For example, in a public water company, when a customer calls to complain about a water leakage, the call center officer is provided with a complete customer picture delivered by: 1. The customer center application (client identification and history) 2. The situational plans from the GIS (mains types and underground situation) 3. Information from the operations maintenance system (indicating recent ground works and maintenance in the neighborhood) 4. Free capacity planning from the workforce management system (the availability of rightly skilled service workers) 5. Some financial information from the ERP system (payment situation of the client) However, BPM does not create a complete or "single" view of the customer, because there will often be data sources outside of the scope of BPM that are equally important, but it can simplify the role of CDI. Publication Date: 6 April 2007/ID Number: G Page 7 of 9

8 "The Convergence of BPM and BAM" "Customer Information and Insight Are the Lifeblood of CRM" Technology CRM technologies are viewed as the enabler of a CRM strategy. They range from niche best-ofbreed tools to broad multidepartment suites. The advent of service-oriented architecture and the emerging event-driven design paradigm are enabling organizations to implement more-granular and more-flexible processes more quickly, using BPM functionality. As competitive pressure drives the emergence of the real-time enterprise, responses to events in the market and, more generally, the business environment must be processed more quickly. Some CRM applications are heading in the same direction as BPM and are supporting the concepts of the business process platform (BPP). Some organizations, on the other hand, are configuring their applications on a BPM system. The BPP is a combined IT and business model that enables enterprises to accommodate rapid but controlled business process change through the use of integrated process composition technologies and the delivery of reusable business process components and their management. The emergence of BPP will have a serious impact on future packaged applications as packaged process component sets covering specific functionality disrupt the packaged application market. "Magic Quadrant for Business Process Management Suites, 2006" "Technology Decisions Are Key to Enabling CRM Strategies" "BPP Changes Infrastructure and the Business Application Vendor Landscape" "Delivery of Commodity Business Applications in a BPMS Does Not Mean You Should Customize the Applications" BPM and CRM are not isolated enterprise ventures. BPM as a discipline and as a technological innovation will increase the strength and relevance of CRM implementations. CRM, with its practical guidance on customer interaction, will solidify enterprise BPM efforts by providing a clear business vision. Enterprises that have not already done so should seek new ways for BPM to support the eight building blocks of CRM. RECOMMENDED READING "Gartner's Position on Business Process Management, 2006" "The Eight Building Blocks of CRM" Publication Date: 6 April 2007/ID Number: G Page 8 of 9

9 REGIONAL HEADQUARTERS Corporate Headquarters 56 Top Gallant Road Stamford, CT U.S.A European Headquarters Tamesis The Glanty Egham Surrey, TW20 9AW UNITED KINGDOM Asia/Pacific Headquarters Gartner Australasia Pty. Ltd. Level 9, 141 Walker Street North Sydney New South Wales 2060 AUSTRALIA Japan Headquarters Gartner Japan Ltd. Aobadai Hills, 6F 7-7, Aobadai, 4-chome Meguro-ku, Tokyo JAPAN Latin America Headquarters Gartner do Brazil Av. das Nações Unidas, andar World Trade Center São Paulo SP BRAZIL Publication Date: 6 April 2007/ID Number: G Page 9 of 9

The Lack of a CRM Strategy Will Hinder Health Insurer Growth

The Lack of a CRM Strategy Will Hinder Health Insurer Growth Industry Research Publication Date: 15 October 2008 ID Number: G00162107 The Lack of a CRM Strategy Will Hinder Health Insurer Growth Joanne Galimi The Gartner 2008 healthcare payer application survey

More information

Key Issues for Identity and Access Management, 2008

Key Issues for Identity and Access Management, 2008 Research Publication Date: 7 April 2008 ID Number: G00157012 for Identity and Access Management, 2008 Ant Allan, Earl Perkins, Perry Carpenter, Ray Wagner Gartner identity and access management research

More information

Research. Key Issues for Software as a Service, 2009

Research. Key Issues for Software as a Service, 2009 Research Publication Date: 6 February 2009 ID Number: G00164873 Key Issues for Software as a Service, 2009 Robert P. Desisto, Ben Pring As organizations' capital budgets dry up, clients evaluating SaaS

More information

Knowledge Management and Enterprise Information Management Are Both Disciplines for Exploiting Information Assets

Knowledge Management and Enterprise Information Management Are Both Disciplines for Exploiting Information Assets Research Publication Date: 31 July 2009 ID Number: G00169664 Knowledge Management and Enterprise Information Management Are Both Disciplines for Exploiting Information Assets Regina Casonato This research

More information

Research. Mastering Master Data Management

Research. Mastering Master Data Management Research Publication Date: 25 January 2006 ID Number: G00136958 Mastering Master Data Management Andrew White, David Newman, Debra Logan, John Radcliffe Despite vendor claims, master data management has

More information

Business Intelligence Focus Shifts From Tactical to Strategic

Business Intelligence Focus Shifts From Tactical to Strategic Research Publication Date: 22 May 2006 ID Number: G00139352 Business Intelligence Focus Shifts From Tactical to Strategic Betsy Burton, Lee Geishecker, Kurt Schlegel, Bill Hostmann, Tom Austin, Gareth

More information

An outline of the five critical components of a CRM vision and how they contribute to an enterprise's CRM success

An outline of the five critical components of a CRM vision and how they contribute to an enterprise's CRM success Research Publication Date: 1 March 2007 ID Number: G00146362 How to Create a Powerful CRM Vision Gene Alvarez This research provides: Guidance on how to develop a CRM vision An outline of the five critical

More information

Key Issues for Data Management and Integration, 2006

Key Issues for Data Management and Integration, 2006 Research Publication Date: 30 March 2006 ID Number: G00138812 Key Issues for Data Management and Integration, 2006 Ted Friedman The effective management and leverage of data represent the greatest opportunity

More information

The Five Competencies of MRM 'Re-' Defined

The Five Competencies of MRM 'Re-' Defined Research Publication Date: 14 March 2008 ID Number: G00155835 The Five Competencies of MRM 'Re-' Defined Kimberly Collins This research details the five key competencies of marketing resource management

More information

Eight Critical Forces Shape Enterprise Data Center Strategies

Eight Critical Forces Shape Enterprise Data Center Strategies Research Publication Date: 8 February 2007 ID Number: G00144650 Eight Critical Forces Shape Enterprise Data Center Strategies Rakesh Kumar Through 2017, infrastructure and operations managers, architects

More information

Research Agenda and Key Issues for Converged Infrastructure, 2006

Research Agenda and Key Issues for Converged Infrastructure, 2006 Research Publication Date: 20 July 2006 ID Number: G00141507 Research Agenda and Key Issues for Converged Infrastructure, 2006 Sylvain Fabre Gartner's research will cover fixed-mobile convergence, the

More information

2010 FEI Technology Study: CPM and BI Show Improvement From 2009

2010 FEI Technology Study: CPM and BI Show Improvement From 2009 Research Publication Date: 22 March 2010 ID Number: G00175233 2010 FEI Technology Study: CPM and BI Show Improvement From 2009 John E. Van Decker Many organizations recognize that current financial management

More information

Real-Time Decisions Need Corporate Performance Management

Real-Time Decisions Need Corporate Performance Management Research Publication Date: 26 April 2004 ID Number: COM-22-3674 Real-Time Decisions Need Corporate Performance Management Frank Buytendijk, Brian Wood, Mark Raskino The real-time enterprise model depends

More information

Integrated Marketing Management Aligns Executional, Operational and Analytical Processes in a Closed-Loop Process

Integrated Marketing Management Aligns Executional, Operational and Analytical Processes in a Closed-Loop Process Research Publication Date: 26 October 2010 ID Number: G00207031 Integrated Marketing Management Aligns Executional, Operational and Analytical Processes in a Closed-Loop Process Kimberly Collins This research

More information

Discovering the Value of Unified Communications

Discovering the Value of Unified Communications Research Publication Date: 12 February 2007 ID Number: G00144673 Discovering the Value of Unified Communications Bern Elliot, Steve Cramoysan Unified communications represent a broad range of new solutions

More information

IT asset management (ITAM) will proliferate in midsize and large companies.

IT asset management (ITAM) will proliferate in midsize and large companies. Research Publication Date: 2 October 2008 ID Number: G00161024 Trends on Better IT Asset Management Peter Wesche New exiting trends will lead to a higher adoption of asset management methodologies. Tighter

More information

The Current State of Agile Method Adoption

The Current State of Agile Method Adoption Research Publication Date: 12 December 2008 ID Number: G00163591 The Current State of Agile Method Adoption David Norton As the pace of agile adoption increases, development organizations must understand

More information

Invest in an analysis of current metrics and those missing, and develop a plan for continuous management and improvement.

Invest in an analysis of current metrics and those missing, and develop a plan for continuous management and improvement. Research Publication Date: 29 April 2008 ID Number: G00154802 Key Metrics for IT Service and Support David M. Coyle, Kris Brittain To evaluate IT service and support performance, senior management must

More information

Gartner Clarifies the Definition of the Term 'Enterprise Architecture'

Gartner Clarifies the Definition of the Term 'Enterprise Architecture' Research Publication Date: 12 August 2008 ID Number: G00156559 Gartner Clarifies the Definition of the Term 'Enterprise Architecture' Anne Lapkin, Philip Allega, Brian Burke, Betsy Burton, R. Scott Bittler,

More information

The Value of Integrating Configuration Management Databases With Enterprise Architecture Tools

The Value of Integrating Configuration Management Databases With Enterprise Architecture Tools Research Publication Date: 13 January 2011 ID Number: G00210132 The Value of Integrating Configuration Management Databases With Enterprise Architecture Tools Ronni J. Colville, Patricia Adams As configuration

More information

Use These Guidelines for Making Better CRM Consulting Provider Selections

Use These Guidelines for Making Better CRM Consulting Provider Selections Research Publication Date: 7 July 2006 ID Number: G00141062 Use These Guidelines for Making Better CRM Consulting Provider Selections Matthew Goldman, Ed Thompson, Lorrie Scardino Gartner sees many inconsistencies

More information

Deliver Process-Driven Business Intelligence With a Balanced BI Platform

Deliver Process-Driven Business Intelligence With a Balanced BI Platform Research Publication Date: 12 April 2006 ID Number: G00139377 Deliver Process-Driven Business Intelligence With a Balanced BI Platform Kurt Schlegel To enable process-driven business intelligence, IT organizations

More information

The Hype Around an Integrated Talent Management Suite Outpaces Customer Adoption

The Hype Around an Integrated Talent Management Suite Outpaces Customer Adoption Research Publication Date: 3 February 2009 ID Number: G00164356 The Hype Around an Integrated Talent Management Suite Outpaces Customer Adoption James Holincheck Gartner surveyed 123 customer references

More information

Key Issues for Business Intelligence and Performance Management Initiatives, 2008

Key Issues for Business Intelligence and Performance Management Initiatives, 2008 Research Publication Date: 14 March 2008 ID Number: G00156014 Key Issues for Business Intelligence and Performance Management Initiatives, 2008 Kurt Schlegel The Business Intelligence and Performance Management

More information

Cost Optimization: Three Steps to Saving Money on Maintenance and Support for Network Security Products

Cost Optimization: Three Steps to Saving Money on Maintenance and Support for Network Security Products Research Publication Date: 10 December 2008 ID Number: G00163195 Cost Optimization: Three Steps to Saving Money on Maintenance and Support for Network Security Products Lawrence Orans, Greg Young Most

More information

Embrace Virtual Assistants as Part of a Holistic Web Customer Service Strategy

Embrace Virtual Assistants as Part of a Holistic Web Customer Service Strategy Research Publication Date: 19 August 2010 ID Number: G00205618 Embrace Virtual Assistants as Part of a Holistic Web Customer Service Strategy Johan Jacobs Customers are insisting on multiple methods to

More information

The EA process and an ITG process should be closely linked, and both efforts should leverage the work and results of the other.

The EA process and an ITG process should be closely linked, and both efforts should leverage the work and results of the other. Research Publication Date: 4 April 2008 ID Number: G00155260 Integrate EA and IT Governance s Betsy Burton, R. Scott Bittler, Cassio Dreyfuss In many organizations, we find that IT governance (ITG) initiatives

More information

Toolkit: Reduce Dependence on Desk-Side Support Technicians

Toolkit: Reduce Dependence on Desk-Side Support Technicians Gartner for IT Leaders Publication Date: 23 April 2007 ID Number: G00147075 Toolkit: Reduce Dependence on Desk-Side Support Technicians David M. Coyle, Terrence Cosgrove The IT service desk and PC life

More information

Gartner's Business Intelligence and Performance Management Framework

Gartner's Business Intelligence and Performance Management Framework Research Publication Date: 9 October 2006 ID Number: G00142827 Gartner's Business Intelligence and Performance Management Framework Bill Hostmann, Nigel Rayner, Ted Friedman The use of business intelligence

More information

The Seven Building Blocks of MDM: A Framework for Success

The Seven Building Blocks of MDM: A Framework for Success Research Publication Date: 11 October 2007 ID Number: G00151496 The Seven Building Blocks of MDM: A Framework for Success John Radcliffe Gartner's Seven Building Blocks of Master Data Management (MDM)

More information

Q&A: The Many Aspects of Private Cloud Computing

Q&A: The Many Aspects of Private Cloud Computing Research Publication Date: 22 October 2009 ID Number: G00171807 Q&A: The Many Aspects of Private Cloud Computing Thomas J. Bittman Cloud computing is at the Peak of Inflated Expectations on the Gartner

More information

Vendor Focus for IBM Global Services: Consulting Services for Cloud Computing

Vendor Focus for IBM Global Services: Consulting Services for Cloud Computing Research Publication Date: 22 February 2010 ID Number: G00174046 Vendor Focus for IBM Global Services: Consulting Services for Cloud Computing Susan Tan Amid the hype and buzz of cloud computing are very

More information

Organizational Structure: Business Intelligence and Information Management

Organizational Structure: Business Intelligence and Information Management Research Publication Date: 14 April 2006 ID Number: G00138940 Organizational Structure: Business Intelligence and Information Management Betsy Burton, Lee Geishecker, Bill Hostmann, Ted Friedman, David

More information

Business Intelligence Platform Usage and Quality Dynamics, 2008

Business Intelligence Platform Usage and Quality Dynamics, 2008 Research Publication Date: 2 July 2008 ID Number: G00159043 Business Intelligence Platform Usage and Quality Dynamics, 2008 James Richardson This report gives results from a survey of attendees at Gartner's

More information

How Eneco's Enterprisewide BI and Performance Management Initiative Delivered Significant Business Benefits

How Eneco's Enterprisewide BI and Performance Management Initiative Delivered Significant Business Benefits Research Publication Date: 13 June 2008 ID Number: G00158605 How Eneco's Enterprisewide BI and Performance Management Initiative Delivered Significant Business Benefits Nigel Rayner Eneco was faced with

More information

Transactional HR self-service applications typically get implemented first because they typically automate manual, error-prone processes.

Transactional HR self-service applications typically get implemented first because they typically automate manual, error-prone processes. Research Publication Date: 28 August 2008 ID Number: G00159897 HR Self-Service Applications Defined James Holincheck In this research, we discuss the different types of HR self-service and strategies for

More information

Governance Is an Essential Building Block for Enterprise Information Management

Governance Is an Essential Building Block for Enterprise Information Management Research Publication Date: 18 May 2006 ID Number: G00139707 Governance Is an Essential Building Block for Enterprise Information Management David Newman, Debra Logan Organizations are seeking new ways

More information

Managing IT Risks During Cost-Cutting Periods

Managing IT Risks During Cost-Cutting Periods Research Publication Date: 22 October 2008 ID Number: G00162359 Managing IT Risks During Cost-Cutting Periods Mark Nicolett, Paul E. Proctor, French Caldwell To provide visibility into increased risks

More information

Agenda for Supply Chain Strategy and Enablers, 2012

Agenda for Supply Chain Strategy and Enablers, 2012 G00230659 Agenda for Supply Chain Strategy and Enablers, 2012 Published: 23 February 2012 Analyst(s): Michael Dominy, Dana Stiffler When supply chain executives establish the right strategies and enabling

More information

Successful EA Change Management Requires Five Key Elements

Successful EA Change Management Requires Five Key Elements Research Publication Date: 26 December 2007 ID Number: G00153908 Successful EA Change Management Requires Five Key Elements Richard Buchanan Change, in all its many aspects, is a critical aspect of the

More information

For cloud services to deliver their promised value, they must be underpinned by effective and efficient processes.

For cloud services to deliver their promised value, they must be underpinned by effective and efficient processes. Research Publication Date: 15 October 2010 ID Number: G00208009 ITIL 'in the Cloud' George Spafford, Ed Holub The cloud-computing delivery model is generating a lot of interest from organizations wishing

More information

Best Practices for Confirming Software Inventories in Software Asset Management

Best Practices for Confirming Software Inventories in Software Asset Management Research Publication Date: 24 August 2009 ID Number: G00167067 Best Practices for Confirming Software Inventories in Software Asset Management Peter Wesche, Jane B. Disbrow This research discusses the

More information

Key Issues for Consumer Goods Manufacturers, 2011

Key Issues for Consumer Goods Manufacturers, 2011 Industry Research Publication Date: 1 March 2011 ID Number: G00210698 Key Issues for Consumer Goods Manufacturers, 2011 Don Scheibenreif, Dale Hagemeyer Gartner's 2011 consumer goods manufacturing research

More information

Gartner Defines Enterprise Information Architecture

Gartner Defines Enterprise Information Architecture Research Publication Date: 20 February 2008 ID Number: G00154071 Gartner Defines Enterprise Information Architecture David Newman, Nicholas Gall, Anne Lapkin As organizations look for new ways to exploit

More information

2009 FEI Technology Study: CPM and BI Pose Challenges and Opportunities

2009 FEI Technology Study: CPM and BI Pose Challenges and Opportunities Research Publication Date: 23 July 2009 ID Number: G00168896 2009 FEI Technology Study: CPM and BI Pose Challenges and Opportunities John E. Van Decker Many organizations recognize that existing financial

More information

Overcoming the Gap Between Business Intelligence and Decision Support

Overcoming the Gap Between Business Intelligence and Decision Support Research Publication Date: 9 April 2009 ID Number: G00165169 Overcoming the Gap Between Business Intelligence and Decision Support Rita L. Sallam, Kurt Schlegel Although the promise of better decision

More information

Six Best Practices for Aligning Enterprise Architecture With the Business Strategy

Six Best Practices for Aligning Enterprise Architecture With the Business Strategy Research Publication Date: 28 January 2009 ID Number: G00164923 Six Best Practices for Aligning Enterprise Architecture With the Business Strategy Anne Lapkin Alignment of enterprise activities and investments

More information

Q&A: How Can ERP Recurring Costs Be Contained?

Q&A: How Can ERP Recurring Costs Be Contained? Research Publication Date: 18 December 2008 ID Number: G00163030 Q&A: How Can ERP Recurring Costs Be Contained? Peter Wesche Driven by increased pressure for cost containment, attendees at the 2008 Financial

More information

Data in the Cloud: The Changing Nature of Managing Data Delivery

Data in the Cloud: The Changing Nature of Managing Data Delivery Research Publication Date: 1 March 2011 ID Number: G00210129 Data in the Cloud: The Changing Nature of Managing Data Delivery Eric Thoo Extendible data integration strategies and capabilities will play

More information

The What, Why and When of Cloud Computing

The What, Why and When of Cloud Computing Research Publication Date: 4 June 2009 ID Number: G00168582 The What, Why and When of Cloud Computing David Mitchell Smith, Daryl C. Plummer, David W. Cearley Cloud computing continues to gain visibility.

More information

Iron Mountain's acquisition of Mimosa Systems addresses concerns from prospective customers who had questions about Mimosa's long-term viability.

Iron Mountain's acquisition of Mimosa Systems addresses concerns from prospective customers who had questions about Mimosa's long-term viability. Research Publication Date: 22 March 2010 ID Number: G00175194 Iron Mountain Acquires Mimosa Systems Sheila Childs, Kenneth Chin, Adam W. Couture Iron Mountain offers a portfolio of solutions for cloud-based

More information

Recognize the Importance of Digital Marketing

Recognize the Importance of Digital Marketing Recognize the Importance of Digital Marketing Laura McLellan, Lead Author Laura McLellan, Laura McLellan serves CMOs and other marketing executives, sharing how digital strategies are being integrated

More information

Make the maturity model part of the effort to educate senior management, so they understand the phases of the EIM journey.

Make the maturity model part of the effort to educate senior management, so they understand the phases of the EIM journey. Research Publication Date: 5 December 2008 ID Number: G00160425 Gartner Introduces the EIM Maturity Model David Newman, Debra Logan Organizations cannot implement enterprise information management (EIM)

More information

Roundup of Business Intelligence and Information Management Research, 1Q08

Roundup of Business Intelligence and Information Management Research, 1Q08 Gartner for IT Leaders Publication Date: 2 May 2008 ID Number: G00157226 Roundup of Business Intelligence and Information Management Research, 1Q08 Bill Hostmann This document provides a roundup of our

More information

Clients That Don't Segment Their Network Infrastructure Will Have Higher Costs and Increased Vendor Lock-in

Clients That Don't Segment Their Network Infrastructure Will Have Higher Costs and Increased Vendor Lock-in Research Publication Date: 15 March 2011 ID Number: G00210952 Clients That Don't Segment Their Network Infrastructure Will Have Higher Costs and Increased Vendor Lock-in Tim Zimmerman Enterprises must

More information

Responsible Vulnerability Disclosure: Guidance for Researchers, Vendors and End Users

Responsible Vulnerability Disclosure: Guidance for Researchers, Vendors and End Users Research Publication Date: 17 October 2006 ID Number: G00144061 Responsible Vulnerability Disclosure: Guidance for Researchers, Vendors and End Users Amrit T. Williams, John Pescatore, Paul E. Proctor

More information

Gartner's View on 'Bring Your Own' in Client Computing

Gartner's View on 'Bring Your Own' in Client Computing G00217298 Gartner's View on 'Bring Your Own' in Client Computing Published: 20 October 2011 Analyst(s): Leif-Olof Wallin Here, we bring together recently published research covering the hot topic of supporting

More information

When to Use Custom, Proprietary, Open-Source or Community Source Software in the Cloud

When to Use Custom, Proprietary, Open-Source or Community Source Software in the Cloud Industry Research Publication Date: 3 May 2010 ID Number: G00175030 When to Use Custom, Proprietary, Open-Source or Community Source Software in the Cloud Massimiliano Claps, Andrea Di Maio Cloud computing

More information

IT Operational Considerations for Cloud Computing

IT Operational Considerations for Cloud Computing Research Publication Date: 13 June 2008 ID Number: G00157184 IT Operational Considerations for Cloud Computing Donna Scott Cloud computing market offerings increase the options available to source IT services.

More information

Case Study: A K-12 Portal Project at the Miami-Dade County Public Schools

Case Study: A K-12 Portal Project at the Miami-Dade County Public Schools Industry Research Publication Date: 31 December 2007 ID Number: G00154138 Case Study: A K-12 Portal Project at the Miami-Dade County Public Schools Bill Rust The Miami-Dade County Public Schools a school

More information

Private Cloud Computing: An Essential Overview

Private Cloud Computing: An Essential Overview Research Publication Date: 23 November 2010 ID Number: G00209000 Private Cloud Computing: An Essential Overview Thomas J. Bittman Private cloud computing requires strong leadership and a strategic plan

More information

Cloud, SaaS, Hosting and Other Off-Premises Computing Models

Cloud, SaaS, Hosting and Other Off-Premises Computing Models Research Publication Date: 8 July 2008 ID Number: G00159042 Cloud, SaaS, Hosting and Other Off-Premises Computing Models Yefim V. Natis, Nicholas Gall, David W. Cearley, Lydia Leong, Robert P. Desisto,

More information

Bankinter Differentiates Itself by Focusing on Innovation and CRM

Bankinter Differentiates Itself by Focusing on Innovation and CRM Research Publication Date: 4 October 2005 ID Number: G00127276 Bankinter Differentiates Itself by Focusing on Innovation and CRM John Radcliffe Bankinter successfully competes in the Spanish banking market

More information

The Four New Ps of Marketing That CMOs and CIOs Should Consider

The Four New Ps of Marketing That CMOs and CIOs Should Consider G00227185 The Four New Ps of Marketing That CMOs and CIOs Should Consider Published: 18 May 2012 Analyst(s): Kimberly Collins Four new Ps of marketing align people and processes across the marketing ecosystem,

More information

Cost-Cutting IT: Should You Cut Back Your Disaster Recovery Exercise Spending?

Cost-Cutting IT: Should You Cut Back Your Disaster Recovery Exercise Spending? Industry Research Publication Date: 11 February 2009 ID Number: G00164764 Cost-Cutting IT: Should You Cut Back Your Disaster Recovery Exercise Spending? Jeff Vining Government CIOs are under increasing

More information

Case Study for Supply Chain Leaders: Dell's Transformative Journey Through Supply Chain Segmentation

Case Study for Supply Chain Leaders: Dell's Transformative Journey Through Supply Chain Segmentation Research Publication Date: 12 November 2010 ID Number: G00208603 Case Study for Supply Chain Leaders: Dell's Transformative Journey Through Supply Chain Segmentation Matthew Davis Faced with ever-changing

More information

Microsoft's Cloud Vision Reaches for the Stars but Is Grounded in Reality

Microsoft's Cloud Vision Reaches for the Stars but Is Grounded in Reality Research Publication Date: 4 November 2008 ID Number: G00162793 Microsoft's Cloud Vision Reaches for the Stars but Is Grounded in Reality David Mitchell Smith, Neil MacDonald At Professional Developers

More information

Case Study: New South Wales State Department of Education Adopts Gmail for 1.2 Million Students

Case Study: New South Wales State Department of Education Adopts Gmail for 1.2 Million Students Industry Research Publication Date: 26 January 2010 ID Number: G00172722 Case Study: New South Wales State Department of Education Adopts Gmail for 1.2 Million Students Steve Bittinger Australia's New

More information

Microsoft and Google Jostle Over Cloud-Based E-Mail and Collaboration

Microsoft and Google Jostle Over Cloud-Based E-Mail and Collaboration Research Publication Date: 24 March 2008 ID Number: G00156216 Microsoft and Google Jostle Over Cloud-Based E-Mail and Collaboration Tom Austin Both Google and Microsoft come up short in terms of delivering

More information

Cloud IaaS: Service-Level Agreements

Cloud IaaS: Service-Level Agreements G00210096 Cloud IaaS: Service-Level Agreements Published: 7 March 2011 Analyst(s): Lydia Leong Cloud infrastructure-as-a-service (IaaS) providers typically offer SLAs that cover the various elements of

More information

Cloud E-Mail Decision-Making Criteria for Educational Organizations

Cloud E-Mail Decision-Making Criteria for Educational Organizations Research Publication Date: 10 June 2011 ID Number: G00213675 Cloud E-Mail Decision-Making Criteria for Educational Organizations Matthew W. Cain Educational organizations sometimes struggle to choose between

More information

Tactical Guideline: Minimizing Risk in E-Mail Hosting Relationships

Tactical Guideline: Minimizing Risk in E-Mail Hosting Relationships Research Publication Date: 26 February 2008 ID Number: G00154838 Tactical Guideline: Minimizing Risk in E-Mail Hosting Relationships Matthew W. Cain This report discusses the often hidden risks in moving

More information

Document the IT Service Portfolio Before Creating the IT Service Catalog

Document the IT Service Portfolio Before Creating the IT Service Catalog Research Publication Date: 8 January 2009 ID Number: G00163200 Document the IT Service Portfolio Before Creating the IT Service Catalog Debra Curtis, Kris Brittain IT service portfolios and IT service

More information

The Next Generation of Functionality for Marketing Resource Management

The Next Generation of Functionality for Marketing Resource Management G00212759 The Next Generation of Functionality for Marketing Resource Management Published: 11 May 2011 Analyst(s): Kimberly Collins This research defines the next generation of marketing resource management

More information

The Limits of Certification and Guarantees in Buying Electronic Health Records in the U.S.

The Limits of Certification and Guarantees in Buying Electronic Health Records in the U.S. Industry Research Publication Date: 3 February 2010 ID Number: G00174011 The Limits of Certification and Guarantees in Buying Electronic Health Records in the U.S. Wes Rishel It is important not to rely

More information

IT Architecture Is Not Enterprise Architecture

IT Architecture Is Not Enterprise Architecture Research Publication Date: 17 November 2010 ID Number: G00206910 IT Architecture Is Not Enterprise Architecture Bruce Robertson Many enterprise architecture (EA) teams and their stakeholders still use

More information

Emerging PC Life Cycle Configuration Management Vendors

Emerging PC Life Cycle Configuration Management Vendors Research Publication Date: 20 January 2011 ID Number: G00209766 Emerging PC Life Cycle Configuration Management Vendors Terrence Cosgrove Although the PC configuration life cycle management (PCCLM) market

More information

Evaluating Microsoft, Oracle and SAP CRM Application Strategy

Evaluating Microsoft, Oracle and SAP CRM Application Strategy Research Publication Date: 8 October 2009 ID Number: G00170698 Evaluating Microsoft, Oracle and SAP CRM Application Strategy Michael Maoz, Kimberly Collins, Robert P. Desisto The quality of the customer

More information

Organizations Must Employ Effective Data Security Strategies

Organizations Must Employ Effective Data Security Strategies Research Publication Date: 30 August 2005 ID Number: G00123639 Organizations Must Employ Effective Data Security Strategies Rich Mogull Organizations can best protect data through a hierarchical data security

More information

BEA Customers Should Seek Contractual Protections Before Acquisition by Oracle

BEA Customers Should Seek Contractual Protections Before Acquisition by Oracle Research Publication Date: 15 February 2008 ID Number: G00155026 BEA Customers Should Seek Contractual Protections Before Acquisition by Oracle Peter Wesche, Jane B. Disbrow Oracle has announced an agreement

More information

IAM can utilize SIEM event data to drive user and role life cycle management and automate remediation of exception conditions.

IAM can utilize SIEM event data to drive user and role life cycle management and automate remediation of exception conditions. Research Publication Date: 1 September 2009 ID Number: G00161012 SIEM and IAM Technology Integration Mark Nicolett, Earl Perkins Integration of identity and access management (IAM) and security information

More information

Organizations Should Implement Web Application Security Scanning

Organizations Should Implement Web Application Security Scanning Research Publication Date: 21 September 2005 ID Number: G00130869 Organizations Should Implement Web Application Security Scanning Amrit T. Williams, Neil MacDonald Web applications are prone to vulnerabilities

More information

Case Study: Social Networking Tool Becomes Essential Workplace Infrastructure at Deloitte

Case Study: Social Networking Tool Becomes Essential Workplace Infrastructure at Deloitte Research Publication Date: 3 April 2009 ID Number: G00166424 Case Study: Social Networking Tool Becomes Essential Workplace Infrastructure at Deloitte Nikos Drakos We look at the motivation, justification

More information

Backup and Disaster Recovery Modernization Is No Longer a Luxury, but a Business Necessity

Backup and Disaster Recovery Modernization Is No Longer a Luxury, but a Business Necessity Research Publication Date: 11 August 2011 ID Number: G00215300 Backup and Disaster Recovery Modernization Is No Longer a Luxury, but a Business Necessity John P Morency, Donna Scott, Dave Russell For the

More information

Risk Intelligence: Applying KM to Information Risk Management

Risk Intelligence: Applying KM to Information Risk Management Research Publication Date: 19 September 2007 ID Number: G00151742 Risk Intelligence: Applying KM to Information Risk Management French Caldwell Risk intelligence is the alignment of information governance

More information

Now Is the Time for Security at the Application Level

Now Is the Time for Security at the Application Level Research Publication Date: 1 December 2005 ID Number: G00127407 Now Is the Time for Security at the Application Level Theresa Lanowitz Applications must be available, useful, reliable, scalable and, now

More information

Data Center Consolidation in Western Europe Faces Limitations

Data Center Consolidation in Western Europe Faces Limitations Research Publication Date: 19 September 2006 ID Number: G00143179 Data Center Consolidation in Western Europe Faces Limitations Rakesh Kumar Organizations embarking on pan-european data center site consolidation

More information

Government 2.0 is both citizen-driven and employee-centric, and is both transformational and evolutionary.

Government 2.0 is both citizen-driven and employee-centric, and is both transformational and evolutionary. Industry Research Publication Date: 11 November 2009 ID Number: G00172423 Government 2.0: Gartner Definition Andrea Di Maio Given the increasing confusion and hype surrounding Government 2.0, it is important

More information

GARTNER EXP CIO TOOLKIT: THE FIRST 100 DAYS. Executive Summary

GARTNER EXP CIO TOOLKIT: THE FIRST 100 DAYS. Executive Summary GARTNER EXP CIO TOOLKIT: THE FIRST 100 DAYS Executive Summary Gartner EXP is an exclusive, membership-based organization of more than 3,000 CIOs and senior IT leaders worldwide. Members benefits from the

More information

Case Study: Australian Bank's IT-Business Alignment Leads to New Product and System Development Process

Case Study: Australian Bank's IT-Business Alignment Leads to New Product and System Development Process Industry Research Publication Date: 30 June 2008 ID Number: G00158005 Case Study: Australian Bank's IT-Business Alignment Leads to New Product and System Development Process David Schehr Redundant and

More information

XBRL Will Enhance Corporate Disclosure and Corporate Performance Management

XBRL Will Enhance Corporate Disclosure and Corporate Performance Management Research Publication Date: 23 April 2008 ID Number: G00156910 XBRL Will Enhance Corporate Disclosure and Corporate Performance Management Nigel Rayner, Neil Chandler Extensible Business Reporting Language

More information

Global Talent Management Isn't Just Global

Global Talent Management Isn't Just Global Research Publication Date: 22 July 2008 ID Number: G00159366 Global Talent Management Isn't Just Global Thomas Otter Global talent management projects must take into account local compliance issues or

More information

How to Choose Providers for Mobile Consumer Application Platforms

How to Choose Providers for Mobile Consumer Application Platforms How to Choose Providers for Mobile Consumer Application Platforms Michael McGuire Lead Author Michael McGuire,, Mike McGuire guides digital marketers on best practices for developing strategies. He specializes

More information

The Six Triggers for Using Data Center Infrastructure Management Tools

The Six Triggers for Using Data Center Infrastructure Management Tools G00230904 The Six Triggers for Using Data Center Infrastructure Management Tools Published: 29 February 2012 Analyst(s): Rakesh Kumar This research outlines the six main triggers for users to start using

More information

ERP, SCM and CRM: Suites Define the Packaged Application Market

ERP, SCM and CRM: Suites Define the Packaged Application Market Research Publication Date: 25 July 2008 ID Number: G00158827 ERP, SCM and CRM: Suites Define the Packaged Application Market Yvonne Genovese, Jeff Woods, James Holincheck, Nigel Rayner, Michael Maoz Users

More information

2010 Gartner FEI Technology Study: Planned Shared Services and Outsourcing to Increase

2010 Gartner FEI Technology Study: Planned Shared Services and Outsourcing to Increase Research Publication Date: 20 April 2010 ID Number: G00176029 2010 Gartner FEI Technology Study: Planned Shared Services and Outsourcing to Increase John E. Van Decker, Cathy Tornbohm This Gartner Financial

More information

NGFWs will be most effective when working in conjunction with other layers of security controls.

NGFWs will be most effective when working in conjunction with other layers of security controls. Research Publication Date: 12 October 2009 ID Number: G00171540 Defining the Next-Generation Firewall John Pescatore, Greg Young Firewalls need to evolve to be more proactive in blocking new threats, such

More information

User Survey Analysis: Usage Plans for SaaS Application Software, France, Germany and the U.K., 2009

User Survey Analysis: Usage Plans for SaaS Application Software, France, Germany and the U.K., 2009 Dataquest Publication Date: 23 February 2009 ID Number: G00165376 User Survey Analysis: Usage Plans for SaaS Application Software, France, Germany and the U.K., 2009 Chris Pang Gartner surveyed nearly

More information

What Is the Role of Quality Assurance in a SaaS Environment?

What Is the Role of Quality Assurance in a SaaS Environment? Research Publication Date: 15 September 2009 ID Number: G00170552 What Is the Role of Quality Assurance in a SaaS Environment? Thomas E. Murphy, Daniel Sholler, Christian Hestermann Software as a service

More information

Mainframe Modernization: When Migration Is the Answer

Mainframe Modernization: When Migration Is the Answer Research Publication Date: 8 January 2010 ID Number: G00171622 Mainframe Modernization: When Migration Is the Answer Dale Vecchio Mainframe migrations can be executed in a number of ways. Which choice

More information