How To Get Started With Customer Success Management

Size: px
Start display at page:

Download "How To Get Started With Customer Success Management"

Transcription

1 A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 How To Get Started With Customer Success Management

2 Table Of Contents Four Actionable Steps To Setting Up Your Customer Success Management Organization... 1 The Subscription Economy Is Here To Stay... 2 Getting Started With Customer Success Management... 2 Customer Success Management Is Good For Business... 6 Key Recommendations... 7 Appendix A: Methodology... 8 Appendix B: Endnotes... 8 ABOUT FORRESTER CONSULTING Forrester Consulting provides independent and objective research-based consulting to help leaders succeed in their organizations. Ranging in scope from a short strategy session to custom projects, Forrester s Consulting services connect you directly with research analysts who apply expert insight to your specific business challenges. For more information, visit forrester.com/consulting. 2014, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester, Technographics, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. For additional information, go to [1-N6R36V]

3 1 Four Actionable Steps To Setting Up Your Customer Success Management Organization strategy, process, data, and people management to do this right. We live in a subscription economy, where the economic value of a customer is realized over time, instead of upfront at the initial sale. This means that the duration of the customer relationship has a greater economic impact on the company s financial health. Being successful in this new economy increasingly requires that companies deliver value to their customers during the relationship instead of just focusing on making the technology sale. In February 2014, Gainsight commissioned Forrester Consulting to evaluate the emerging role of customer success management, and the responsibilities of this group. In conducting in-depth interviews with customer success professionals in the B2B SaaS software space, Forrester found that companies with successful customer success management programs followed four actionable steps when setting up their organizations. Our customer success management organization enables our customers to be successful and drive revenue retention and renewals. VP worldwide client services from a SaaS social commerce company KEY FINDINGS Forrester s study yielded three key findings: Customer success management is an emerging, but critical role in a company s success. In a subscription economy, the economic value of a customer is realized over time, instead of upfront. Customer success management organizations are emerging to actively manage customer relationships to ensure their success. Customer success management has quantifiable economic benefits. Actively managing customers reduces churn, increases revenue, and influences new sales. Setting up customer success management organizations takes discipline. Setting up, hiring, and managing a customer success management organization takes a coordinated effort across four dimensions

4 2 The Subscription Economy Is Here To Stay FIGURE 1 Cloud Technologies Penetrate Enterprises Today, cloud-based computing allows companies to offer their products as services, instead of physical disks, moving the economy away from one of capital expenditures, to a subscription model. Industries like media, entertainment, and telecommunications have fully embraced this model, while other industries such as publishing, computer storage, and healthcare services are moving in this direction. This shift in spending habits, in which goods are repackaged as services, has the potential to fundamentally reshape our economy. This shift is most notable in the B2B software, where a large number of software categories have already made the shift to a subscription business model. The rise of the subscription economy has heralded the age of the customer, where customers increasingly control the relationship that they have with companies that they do business with. 1 Customers have become more demanding, staying loyal to brands only when they deliver value. In the B2B SaaS world, this value correlates to quantifiable business results. What this means is that for companies which provide products and services via subscription, actively managing customer relationships to ensure they are getting value and keep subscribing becomes a critical step in preserving their revenue stream. These relationships minimize customer churn and grow account value. And, as companies grow, revenue from existing customers (recurring revenue) becomes a larger part of a company s balance sheet. In addition to helping companies preserve revenue, the customer success management function allows companies to have data-driven conversations with their customers, which can lead to increased product penetration within an organization based on usage data, as well as presenting appropriate cross-sells and upsells to the customer which are aligned with their business goals. Moreover, the customer success management (CSM) organization, by effectively managing customer relationships, helps ensure client referrals and advocacy. Indirectly, CSM organizations can help increase new business bookings. Base: 1,972 information workers in the US Source: Forrsights Workforce Employee Survey, Q2 2012, Forrester Research, Inc. Getting Started With Customer Success Management Customer success management (CSM) is an emerging role in SaaS software companies, and especially in B2B SaaS software companies. It is a senior role, whose function is to become the trusted advisor to the company, to make its customers successful with the products they have purchased, ensuring that they are realizing economic value from their investments in order to preserve their revenue. Customer success managers tend to have a broad set of account management responsibilities, and work proactively with customers to ensure their ongoing success. Roles and responsibilities for customer success will vary based on the company s growth phase. These phases are: Adoption: When companies are just getting started, they often don t have a lot of renewals coming up, especially if they are on annual or multiyear contracts. As such, customer success isn t yet retention or upsell it s about getting customers to use and get value from your solution. CSM technology in this phase can help identify which customers are successfully adopting the service and prioritizing customer success managers time to the customers that need help.

5 3 FIGURE 2 Maturity Model Successful CSM takes a coordinated effort across four dimensions strategy, process, data, and people management to do this right. Companies that have reported success with this role all followed four basic steps in establishing and maturing this organization. STEP 1 ARTICULATE YOUR CUSTOMER ENGAGEMENT STRATEGY Your customer engagement strategy defines the tiers of customers that are important to your business, frequency and type of engagements that you want to have with each tier, and business outcome that you want to achieve. Base: Source: Forrester Research, Inc. Retention: Once you have a sizable base of customers coming up for renewal, you ll start focusing on reducing churn and maximizing the probability of customers staying with you for a long time. Here, CSM technologies help you identify renewal and retention risk early and take the right action at the right time. Expansion: As companies move toward the growth stage and get ready IPOs or other exit events, they often start to introducing multiple product lines or taking a land and expand strategy. Customer success teams are charged with identifying expansion opportunities, and CSM technology can help flag the right time to engage a customer in an upsell/cross-sell conversation and what message to deliver. Optimization: Mature customer success organizations can become large. Some companies have hundreds of customer success managers or account managers. In these stages, businesses often want to scale costeffectively, by automating processes and increasing the leverage of customer success teams, in terms of the number of accounts a given customer success manager can address. Transformation: While most SaaS companies aren t here yet, the long-term opportunity is for customer success to be strategic to your business and to your clients. At this stage, CSM technology can help the customer success manager add value in every interaction through data and best practices. Start by defining your customer tiers. Not all customers have equal value to a company. Strategic accounts, at the top tier the customer pyramid, are the ones with high lifetime values or are strategically important to the company from a marketing or a PR perspective. On the other hand, value accounts are accounts at the bottom tier of the customer pyramid, which are of little strategic importance to the company based on their revenue potential or company profile. All companies interviewed in this study started on the path to CSM maturity by examining their customer list, defining tiering criteria, and categorizing customers by tier. Next, articulate your customer engagement strategy. Maximizing the value from each customer tier demands a strategy that balances achieved results with organizational effort. Companies interviewed had CSMs dedicated to a small number of high-touch strategic accounts, where they were strategically embedded at all levels of the organization, working closely and frequently with executives as well as end users to help realize the value of their investments. CSMs who were dedicated to commercial accounts touched these organizations less frequently, and did not penetrate the organization as deeply. At the bottom tier of the customer pyramid, CSMs used the style of one-to-many communications to engage with these accounts. They relied on communications instead of personalized phone calls, and best practice education was typically done though webinars, newsletters, and forums. Then, assign the right number of CSMs to available accounts to drive the right business outcomes. CSMs for strategic accounts manage a handful of accounts and are tightly measured by the financial success of each

6 4 account. CSMs for value accounts manage a much greater number of accounts, where the measure of success is often a churn goal. It s a math problem: How do you deploy the right amount of people to manage the correct number of accounts? VP customer success at a SaaS file management company STEP 2 FOCUS ON THE RIGHT PROCESSES FOR CUSTOMER ENGAGEMENT The processes that you use to engage your customers in each customer tier must be consistent, effective in meeting your customers needs, and agile enough so they can be changed to support your customers as they grow and evolve. For all customer tiers, these processes encompass: Relationship activities and tactics to make customers successful. The goal of the CSM organization is to make customers realize the economic potential of their product investments. As a result, CSMs at larger companies do not typically have the responsibility for onboarding, professional services, or customer support. However, they are often viewed as the front door to a company, responding to customer requests at all levels, and helping a customer connect with the right role within a company to get their question answered or issue resolved. Relationship activities run the gamut from quarterly business reviews, health checks and executive discussions for strategic accounts, to check-ins for value accounts. Best practice education. These activities focus on communicating best practices via webinars, white papers, and newsletters, to personalized, one-on-one user benchmarking and coaching for strategic accounts. Managing at-risk customers. CSMs identify customers who need attention either due to a shift in user communication or product usage patterns. CSMs follow mitigation processes with these potentially at-risk customers to identify core issues and remediate them. STEP 3 ORGANIZE AND HIRE FOR SUCCESS In order to be successful, CSM organizations must be supported at the executive level and have a clear measure typically a retention measure to which they are goaled. Forrester found that CSM organizations typically reside in three company organizations: sales, operations, or customer support. Each of these organizational alignments has shared characteristics: CSMs within a sales organization. In this organizational model, CSMs work hand in hand with field sales personnel on shared accounts. CSMs are typically responsible for the ongoing success of accounts, FIGURE 3 The First Step To Customer Success Management Is To Articulate Your Engagement Strategy Source: Forrester Research, Inc.

7 5 measured by churn rates and revenue expansion. They may handle renewals, but they are not responsible for new sales. Our goal is to help coach and get our customers to a point of stability and success with our product. Senior VP of sales from an SMB marketing and sales solution CSMs within a customer service organization. In this organizational model, CSMs have the responsibility of a trusted advisor, with a goal of achieving a high level of customer satisfaction for retention. These CSM organizations tend not to be responsible for renewals, revenue expansion, or new sales. Many companies have their CSMs on variable compensation plans, tying the variable component to renewals or growth of the install base. Sales maintains the overall business relationship and executive relationship. We are responsible for client satisfaction are they using the product properly and happy with it. Associate VP of global client success from a talent management company CSMs within an operations group. In this organizational model, CSMs own the existing customer, and their compensation is based on retention measures. The scope of their responsibilities is varied. In some organizations, CSMs own the accounts which, as one interviewee said includes upsell, renewal, and retention. In other organizations, CSMs are responsible for identifying crosssell and upsell opportunities for sales to close. In all cases, they are in charge of getting the customer to see the value of [our] software. Companies must hire the right profile of person. CSMs are account managers with domain expertise who can work at all levels of an organization to make their customers successful. The main traits in a CSM include: A passion for serving their customers. CSMs are relationship builders and able to form consultative relationships across organizations. They must have good organizational and listening skills, be proactive about identifying customer issues, and able to resolve conflicts. Product expertise. CSMs must have an in-depth knowledge of the products that they support, or, as one interviewee puts it, They will lose credibility. This doesn t mean that they need to code or need to troubleshoot. But, they need to understand the product details and be able to connect their customers to the right technical or functional resource within the company to ensure a customer success and a high level of satisfaction. Domain expertise. CSMs are responsible for product adoption, and do so by coaching their customers on best practices. Some organizations go as far as hiring seniorlevel business consultants who have deep domain expertise. STEP 4 ACCESS THE RIGHT DATA TO DRIVE THE RIGHT CONVERSATIONS financial, product usage, and support data, supplemented by targeted customer feedback, are at the heart of understanding and managing your customer s health and propensity to churn. This data allows CSMs to have strategic, consultative conversations with their accounts to help solidify relationships and ensure ongoing success. This data is used in the following way: Product usage data. This data is used to monitor the breadth and depth of product usage within an organization. CSMs can track, for example, the number of provisioned users versus the number of active users, and then use this data to initiate conversations with the inactive users to understand the barriers they face in using the product. CSMs can also use this data to understand whether products are being used according to best practices. Financial data. CSMs monitor product usage and compare it to the products and services the customer has purchased. They use this information to engage in datadriven conversations at renewal time to quantify the economic value that the product is delivering. They can also use this data to justify increases in seat counts, or pertinent cross-sells and upsells. Support and customer feedback data. CSMs monitor ticket counts and customer feedback to understand whether their customers are facing significant challenges in realizing value from their solutions. CSMs can use this data to proactively flag customer distress and intervene with actionable remediation plans. Operational data must be pulled from various sources within the organization, and synthesized in a way that insights can be easily presented to all customer-facing personnel, which include the CSM organization. Ideally, alerts should be able

8 6 to be set so that CSMs are able to proactively engage with customers prior to a drop in health scores. Customer Success Management Is Good For Business Being successful in a subscription economy increasingly requires that companies actively manage their customers during their engagement relationship instead of just being focused on making the technology sale. This means that they have to involve themselves with the success of their customers. This shift of focus requires a customer success organization whose mission is to proactively engage with their customers and help them realize the business value from their applications. Successful operations correlate to increased retention, increased revenue, and increased advocacy, which can positively impact new sales. Many organizations have mature customer success management organizations, which were methodically implemented with a clear focus on customer engagement strategy, process, organizational alignment, and data needs for the role.

9 7 Key Recommendations Customer success management is an emerging, yet important role that drives quantifiable returns: actively managing customers reduces churn, increases revenue and influences new sales. Your customer engagement strategy is key to success. Not all customers are equally important to a company. Start with categorizing your accounts into strategic tiers, and articulate the engagement strategy for each tier. Organizational alignment of the CSM group is still in flux. Some CSM organizations are aligned with a sales organization. Others are part of an operations or customer support organization. However, in each case, all CSM organizations have the same high-level goal: managing their customer s success in order to preserve revenue. In all cases, ensure that the CSMs roles and responsibilities and measures of success are clearly defined. Find the right profile for a CSM. A CSM is not a salesperson, nor a support person. CSMs are not account managers responsible for maximizing revenue from an account. They are trusted advisors with deep domain and best practice expertise who can work consultatively with their customers to ensure success. Arm your CSMs with the right data. CSMs rely on accurate and up-to-date financial, CRM, and usage data to monitor and measure the health of their customers. Make sure that CSMs, as well as all customer-facing personnel, are able to easily get to the data that they need in order to have the right conversations with their customers.

10 8 Appendix A: Methodology In this study, Forrester interviewed 13 SaaS companies in the United States to evaluate the business impact of customer success management. Survey participants included senior customer success management decision-makers. Topics explored included the definition of customer success management, the business benefit of customer success management, operational responsibilities of customer success management, how customer health scores were measured, and challenges and risks faced in setting up these organizations. Respondents were offered a copy of this report as a thank-you for time spent on the survey. The study began in February 2014 and was completed in April Appendix B: Endnotes 1 Source: Technology Management In The Age Of The Customer, Forrester Research, Inc., October 10, 2013.

An Executive Primer To Customer Success Management

An Executive Primer To Customer Success Management A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 An Executive Primer To Customer Success Management Table Of Contents We Live In A Subscription Economy Learn To Manage

More information

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences A Custom Technology Adoption Profile Commissioned By Genesys Telecommunications Laboratories Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences March 2013 Introduction

More information

Records Management And Hybrid Cloud Computing: Transforming Information Governance

Records Management And Hybrid Cloud Computing: Transforming Information Governance A Custom Technology Adoption Profile Commissioned By April 2014 Records Management And Hybrid Cloud Computing: Transforming Information Governance 1 Introduction Organizations are under extreme pressure

More information

Trends In Data Quality And Business Process Alignment

Trends In Data Quality And Business Process Alignment A Custom Technology Adoption Profile Commissioned by Trillium Software November, 2011 Introduction Enterprise organizations indicate that they place significant importance on data quality and make a strong

More information

October 1, 2007 The Right CRM Metrics For Your Organization by William Band with Sharyn C. Leaver and Mary Ann Rogan

October 1, 2007 The Right CRM Metrics For Your Organization by William Band with Sharyn C. Leaver and Mary Ann Rogan The Right CRM Metrics For Your Organization by William Band with Sharyn C. Leaver and Mary Ann Rogan EXECUTIVE SUMMARY Forrester interviewed 58 executives about their best practices for getting more value

More information

The Expanding Role Of Mobility In The Workplace

The Expanding Role Of Mobility In The Workplace A Custom Technology Adoption Profile Commissioned By Cisco Systems February 2012 Corporate Mobility Initiatives Gain Momentum Workers are increasingly mobile, and a majority of enterprises are focused

More information

SMBs File Storage Needs Are Growing, But 57% Underestimate File Server Costs 45% Are Interested In Cloud Options

SMBs File Storage Needs Are Growing, But 57% Underestimate File Server Costs 45% Are Interested In Cloud Options A Custom Technology Adoption Profile Commissioned by Egnyte SMBs File Storage Needs Are Growing, But 57% Underestimate File Server Costs 45% Are Interested In Cloud Options September 30, 2011 Many SMBs

More information

2015 Customer Success Industry Trends Report

2015 Customer Success Industry Trends Report 2015 Customer Success Industry Trends Report Table of Contents 3 EXECUTIVE SUMMARY 4 MEET THE SURVEY RESPONDENTS 6 WHO DOES YOUR HEAD OF CUSTOMER SUCCESS REPORT TO? 8 HOW WOULD YOU CHARACTERIZE THE MATURITY

More information

Hybrid Cloud Adoption Gains Momentum

Hybrid Cloud Adoption Gains Momentum Redefining The Role Of IT As Digital Transformation Takes Center Stage GET STARTED Evaluating The Trends In Hybrid Cloud Adoption Organizations have been adopting cloud solutions, both public and private,

More information

A Forrester Consulting Thought Leadership Paper Commissioned By AT&T Collaboration Frontier: An Integrated Experience

A Forrester Consulting Thought Leadership Paper Commissioned By AT&T Collaboration Frontier: An Integrated Experience A Forrester Consulting Thought Leadership Paper Commissioned By AT&T August 2013 Table Of Contents Executive Summary... 2 The Profile Of Respondents Is Across The Board... 3 Investment In Collaboration

More information

A Key to Cloud Efficiency: Aggregation

A Key to Cloud Efficiency: Aggregation A Forrester Consulting Thought Leadership Paper Commissioned By AT&T Survey finds significant operational efficiencies when cloud services are brokered by a service provider November 2012 Table Of Contents

More information

Key Strategies To Capture And Measure The Value Of Consumerization Of IT

Key Strategies To Capture And Measure The Value Of Consumerization Of IT A Forrester Consulting Thought Leadership Paper Commissioned By Trend Micro Key Strategies To Capture And Measure The Value Of Consumerization Of IT Enterprises Achieve A Wide Range Of Benefits By Deploying

More information

Capacity Management Benefits For The Cloud

Capacity Management Benefits For The Cloud A Custom Technology Adoption Profile Commissioned By BMC Software November 2014 Capacity Management Benefits For The Cloud Introduction There are many benefits that enterprises can realize by moving workloads

More information

Executive Summary... 2. Sales Reps And Operations Professionals Need Rich Customer Data To Meet Revenue Targets... 3

Executive Summary... 2. Sales Reps And Operations Professionals Need Rich Customer Data To Meet Revenue Targets... 3 Executive Summary... 2 Sales Reps And Operations Professionals Need Rich Customer Data To Meet Revenue Targets... 3 Lack Of Accurate, Timely, And Actionable Customer Data Makes Goal Attainment Difficult...

More information

The Era Of Intimate Customer Decisioning Is At Hand

The Era Of Intimate Customer Decisioning Is At Hand A Forrester Consulting Thought Leadership Paper Commissioned By FICO Decisions Based On An Informed, Intimate, And Immediate Understanding Of Customers Are the Next Normal January 2013 Table Of Contents

More information

Governance Takes A Central Role As Enterprises Shift To Mobile

Governance Takes A Central Role As Enterprises Shift To Mobile A Forrester Consulting Thought Leadership Paper Commissioned By Druva October 2014 Governance Takes A Central Role As Enterprises Shift To Mobile Table Of Contents Executive Summary... 1 Mobility Adds

More information

Seize The Mobile Moment: Field Service Mobility Solutions Improve Customer Experience

Seize The Mobile Moment: Field Service Mobility Solutions Improve Customer Experience A Custom Technology Adoption Profile Commissioned By HP January 2015 Seize The Mobile Moment: Field Service Solutions Improve Customer Experience Introduction Customers expect to get what they want in

More information

Delivering New Levels Of Personalization In Consumer Engagement

Delivering New Levels Of Personalization In Consumer Engagement A Forrester Consulting Thought Leadership Paper Commissioned By SAP Delivering New Levels Of Personalization In Consumer Engagement A Guide For Marketing Executives: Strategy, Capabilities, And Technologies

More information

Cloud Backup And Disaster Recovery Meets Next-Generation Database Demands Public Cloud Can Lower Cost, Improve SLAs And Deliver On- Demand Scale

Cloud Backup And Disaster Recovery Meets Next-Generation Database Demands Public Cloud Can Lower Cost, Improve SLAs And Deliver On- Demand Scale A Forrester Consulting Thought Leadership Paper Commissioned By Microsoft March 2014 Cloud Backup And Disaster Recovery Meets Next-Generation Database Demands Public Cloud Can Lower Cost, Improve SLAs

More information

Managed Mobility Cloud Services Gain Momentum With European Midmarket Organizations

Managed Mobility Cloud Services Gain Momentum With European Midmarket Organizations A Custom Technology Adoption Profile Commissioned By VeliQ & SAP January 2014 Managed Mobility Cloud Services Gain Momentum With European Midmarket Organizations 1 Introduction The mobile mind shift resulted

More information

Future IT Capacity Planning Depends On Flexibility

Future IT Capacity Planning Depends On Flexibility A Custom Technology Adoption Profile Commissioned By HP July 2014 Future IT Capacity Planning Depends On Flexibility Introduction Businesses today depend more than ever on technology systems for both internal

More information

Digital Business Requires Application Performance Management

Digital Business Requires Application Performance Management A Custom Technology Adoption Profile Commissioned By BMC Software January 2015 Digital Business Requires Application Performance Management Introduction Digital is transforming the rules of business success.

More information

How To Get Cloud Erp For A Small Business

How To Get Cloud Erp For A Small Business A Custom Technology Adoption Profile Commissioned By Acumatica Cloud ERP: An Adaptable, Consumable, And Flexible Option For Medium-Size Businesses March 2013 Introduction And Key Findings In recent years,

More information

Big Data Ups The Customer Analytics Game

Big Data Ups The Customer Analytics Game A Custom Technology Adoption Profile Commissioned By IBM February 2014 Big Data Ups The Customer Analytics Game Introduction In the age of the customer, enterprises invest in creating actionable customer

More information

Cloud Change Agents Drive Business Transformation

Cloud Change Agents Drive Business Transformation A Forrester Consulting Thought Leadership Paper Commissioned By Microsoft The Status Of Cloud Computing As A Business Transformation Tool In The UK December 2012 Table Of Contents Executive Summary...

More information

A Forrester Consulting Thought Leadership Paper Commissioned By salesforce.com The Five Imperatives To Delivering Great Customer Service

A Forrester Consulting Thought Leadership Paper Commissioned By salesforce.com The Five Imperatives To Delivering Great Customer Service A Forrester Consulting Thought Leadership Paper Commissioned By salesforce.com The Five Imperatives To Delivering Great Customer Service May 2013 Table Of Contents Executive Summary... 2 1. Customer Experiences

More information

Private Or Public Cloud Isn t The Right Question It s Going To Be A Hybrid World

Private Or Public Cloud Isn t The Right Question It s Going To Be A Hybrid World A Custom Technology Adoption Profile Commissioned By HP Private Or Public Cloud Isn t The Right Question It s Going To Be A Hybrid World April 2012 Setting The Stage: IT Must Get In Front Of Enterprise

More information

Application Performance Management Is Critical To Business Success

Application Performance Management Is Critical To Business Success A Custom Technology February 2014 Adoption Profile Commissioned By IBM Application Performance Management Is Critical To Business Success 1 Introduction We have entered the age of the customer, an era

More information

Strategic PMOs Play A Vital Role In Driving Business Outcomes A Part Of PMI s Thought Leadership Series

Strategic PMOs Play A Vital Role In Driving Business Outcomes A Part Of PMI s Thought Leadership Series A Forrester Consulting Thought Leadership Paper Commissioned By Project Management Institute (PMI) November 2013 Strategic PMOs Play A Vital Role In Driving Business Outcomes A Part Of PMI s Thought Leadership

More information

Online And Mobile Are Transforming B2B Commerce Firms That Act Now Will Gain Appreciably, Companies That Don t Will Fall Farther Behind

Online And Mobile Are Transforming B2B Commerce Firms That Act Now Will Gain Appreciably, Companies That Don t Will Fall Farther Behind A Forrester Consulting Thought Leadership Paper Commissioned By hybris October 2013 Online And Mobile Are Transforming B2B Commerce Firms That Act Now Will Gain Appreciably, Companies That Don t Will Fall

More information

Customer Success Platform Buyer s Guide

Customer Success Platform Buyer s Guide Customer Success Platform Buyer s Guide Table of Contents Customer Success Platform Overview 3 Getting Started 4 Making the case 4 Priorities and problems 5 Key Components of a Successful Customer Success

More information

The Total Economic Impact Of D&B Direct

The Total Economic Impact Of D&B Direct A Forrester Total Economic Impact Study Commissioned By D&B Project Directors: Shaheen Parks Sarah Musto December 2014 The Total Economic Impact Of D&B Direct Cost Savings And Business Benefits Enabled

More information

Economic Impact Of A BlackBerry Solution In North American Enterprises

Economic Impact Of A BlackBerry Solution In North American Enterprises September 2009 Economic Impact Of A BlackBerry Solution In North American Enterprises A Study Of The Adoption And Total Economic Impact (TEI) Of BlackBerry At Enterprise Organizations A commissioned study

More information

Benefits Of Leveraging The Cloud Extend To Master Data Management

Benefits Of Leveraging The Cloud Extend To Master Data Management A Custom Technology Adoption Profile Commissioned By Liaison Technologies April 2014 Benefits Of Leveraging The Cloud Extend To Master Data Management Introduction It is extremely difficult to imagine

More information

WHITE PAPER. 7 Keys to. successful. Organizational Change Management. Why Your CRM Program Needs Change Management and Tips for Getting Started

WHITE PAPER. 7 Keys to. successful. Organizational Change Management. Why Your CRM Program Needs Change Management and Tips for Getting Started 7 Keys to successful Organizational Change Management Why Your CRM Program Needs Change Management and Tips for Getting Started CONTENTS 2 Executive Summary 3 7 Keys to a Comprehensive Change Management

More information

Simplify And Innovate The Way You Consume Cloud

Simplify And Innovate The Way You Consume Cloud A Forrester Consulting October 2014 Thought Leadership Paper Commissioned By Infosys Simplify And Innovate The Way You Consume Cloud Table Of Contents Executive Summary... 1 Cloud Adoption Is Gaining Maturity

More information

How To Use Social Media To Improve Your Business

How To Use Social Media To Improve Your Business IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage

More information

Refresh Your Approach To 1:1 Marketing How Real-Time Automation Elevates Personalization

Refresh Your Approach To 1:1 Marketing How Real-Time Automation Elevates Personalization A Forrester Consulting Thought Leadership Paper Commissioned By Salesforce ExactTarget Marketing Cloud August 2014 Refresh Your Approach To 1:1 Marketing How Real-Time Automation Elevates Personalization

More information

Latest IT Trends For Secure Mobile Collaboration

Latest IT Trends For Secure Mobile Collaboration A Custom Technology Adoption Profile Commissioned By Cisco Systems September 2013 Corporate Mobility Momentum Accelerates Among Enterprises The pace of enterprises deploying corporate mobility initiatives

More information

Be Direct: Why A Direct-To- Consumer Online Channel Is Right For Your Business

Be Direct: Why A Direct-To- Consumer Online Channel Is Right For Your Business A Forrester Consulting Thought Leadership Paper Commissioned By Digital River May 2014 Be Direct: Why A Direct-To- Consumer Online Channel Is Right For Your Business 1 Table Of Contents Executive Summary...2

More information

Database-As-A-Service Saves Money, Improves IT Productivity, And Speeds Application Development

Database-As-A-Service Saves Money, Improves IT Productivity, And Speeds Application Development A Forrester Consulting Thought Leadership Paper Commissioned By VMware Database-As-A-Service Saves Money, Improves IT Productivity, And Speeds Application Development October 2012 Table Of Contents Executive

More information

A Forrester Consulting Thought Leadership Paper Commissioned By Brother. December 2014

A Forrester Consulting Thought Leadership Paper Commissioned By Brother. December 2014 A Forrester Consulting Thought Leadership Paper Commissioned By Brother December 2014 Strategies And Solutions For Secure Webconferencing Choose Deployment Models And Products To Suit Security And Performance

More information

HOW TO MAP THE CUSTOMER JOURNEY

HOW TO MAP THE CUSTOMER JOURNEY HOW TO MAP THE CUSTOMER JOURNEY 2 The way customers buy products and services have changed forever. Today, if you offer an online service with recurring fees that are dependent on customer renewals, then

More information

A Buyer s Guide to Enterprise Performance Management Suites

A Buyer s Guide to Enterprise Performance Management Suites White Paper A Buyer s Guide to Enterprise Performance Management Suites Seven Key Requirements in Choosing an EPM Solution Table of Contents Seven key requirements to evaluate in an EPM solution 3 1. Breadth

More information

Automation: Redefining Marketing s Game Plan

Automation: Redefining Marketing s Game Plan A Forrester Consulting Thought Leadership Paper Commissioned By Silverpop How Marketers Should Rethink Their Approach To Marketing Automation May 2012 Table Of Contents Executive Summary... 2 The Current

More information

Are SMBs Taking Disaster Recovery Seriously Enough?

Are SMBs Taking Disaster Recovery Seriously Enough? A Custom Technology Adoption Profile Commissioned By Colt September 2014 Are SMBs Taking Disaster Recovery Seriously Enough? Introduction Small and medium-size businesses (SMBs) have the same challenges

More information

Executive Summary... 2. OpenEdge Streamlines Development and Support... 2. Factors Affecting Benefits And Costs... 3. Disclosures...

Executive Summary... 2. OpenEdge Streamlines Development and Support... 2. Factors Affecting Benefits And Costs... 3. Disclosures... TABLE OF CONTENTS Executive Summary... 2 OpenEdge Streamlines Development and Support... 2 Factors Affecting Benefits And Costs... 3 Disclosures... 3 TEI Framework And Methodology... 5 Analysis... 7 Interview

More information

Improving The Agent Experience Moves The Needle On Customer Satisfaction

Improving The Agent Experience Moves The Needle On Customer Satisfaction A Custom Technology Adoption Profile Commissioned by Amdocs Improving The Agent Experience Moves The Needle On Customer Satisfaction Introduction Today, the gap between customers expectations and the service

More information

Monitoring IT Business Services

Monitoring IT Business Services A Forrester Consulting Thought Leadership Paper Commissioned By Zenoss How Too Many Tools Can Impact Your IT Operation Efficiency January 2013 Table Of Contents Executive Summary... 2 Achieving Business

More information

The Move Is On To Open Source Integration Software

The Move Is On To Open Source Integration Software A Custom Technology Adoption Profile Commissioned By Red Hat Forrester Surveys Show Adoption Of Open Source Integration On The Upswing The current economic environment has prompted firms to seek out low-cost

More information

For Infrastructure & Operations Professionals

For Infrastructure & Operations Professionals Case Study: AMERICAN SYSTEMS Demonstrates The Value Of Business Service Management From Reactive To Proactive: Using Service Management To Leverage Integrated Event Correlation Executive Summary by Evelyn

More information

The Move Toward Modern Application Platforms

The Move Toward Modern Application Platforms A Custom Technology Adoption Profile Commissioned By Appian December 2014 The Move Toward Modern Application Platforms Introduction Most businesses urgently need to deliver custom applications and lots

More information

Which Managed Hosting And Private Hosted Cloud Option Is Right For You?

Which Managed Hosting And Private Hosted Cloud Option Is Right For You? A Forrester Consulting June 2014 Thought Leadership Paper Commissioned By AT&T Which Managed Hosting And Private Hosted Cloud Option Is Right For You? Table Of Contents Executive Summary... 1 Select The

More information

Executive Summary... 2. Factors Affecting Benefits And Costs... 4. Disclosures... 5. TEI Framework And Methodology... 6. Analysis...

Executive Summary... 2. Factors Affecting Benefits And Costs... 4. Disclosures... 5. TEI Framework And Methodology... 6. Analysis... TABLE OF CONTENTS Executive Summary... 2 Factors Affecting Benefits And Costs... 4 Disclosures... 5 TEI Framework And Methodology... 6 Analysis... 7 Interview Highlights... 7 Costs... 9 Benefits... 10

More information

Ubiquitous Connectivity Is Changing Business And Technology Planning

Ubiquitous Connectivity Is Changing Business And Technology Planning A Forrester Consulting Thought Leadership Paper Commissioned By Akamai Technologies Ubiquitous Connectivity Is Changing Business And Technology Planning Business And Technology Executives Strategies Shift

More information

A Forrester Consulting Thought Leadership Paper Commissioned By BMC Software Industrializing IT Workload Automation

A Forrester Consulting Thought Leadership Paper Commissioned By BMC Software Industrializing IT Workload Automation A Forrester Consulting Thought Leadership Paper Commissioned By BMC Software June 2012 Table Of Contents Executive Summary... 2 Automation Is The Key To An Efficient IT... 3 Challenge In Implementing Automation

More information

Enterprises Shift To Smart Process Apps To Engage Customers

Enterprises Shift To Smart Process Apps To Engage Customers A Custom Technology Adoption Profile Commissioned By Kofax Executive Summary Historically, companies have invested in systems that make the business more efficient systems like customer relationship management

More information

Infrastructure As Code: Fueling The Fire For Faster Application Delivery

Infrastructure As Code: Fueling The Fire For Faster Application Delivery A Forrester Consulting Thought Leadership Paper Commissioned By Microsoft March 2015 Infrastructure As Code: Fueling The Fire For Faster Application Delivery Table Of Contents Executive Summary... 1 Companies

More information

Not All Cloud Solutions Are Created Equal: Extracting Value From Wireless Cloud Management

Not All Cloud Solutions Are Created Equal: Extracting Value From Wireless Cloud Management A Custom Technology Adoption Profile Commissioned By Aruba Networks March 2014 Not All Cloud Solutions Are Created Equal: Extracting Value From Wireless Cloud Management 1 Introduction With the rise of

More information

Top Unified Communications Trends For Midsize Businesses

Top Unified Communications Trends For Midsize Businesses A Custom Technology Adoption Profile Commissioned By Cisco January 2014 Top Unified Communications Trends For Midsize Businesses 1 Introduction As the corporate landscape becomes increasingly mobile, and

More information

B2B ecommerce Produces Results Get On Board Now

B2B ecommerce Produces Results Get On Board Now A Forrester Consulting Thought Leadership Paper Commissioned By EPiServer May 2014 B2B ecommerce Produces Results Get On Board Now Table Of Contents Executive Summary... 1 The Verdict Is In: ecommerce

More information

The Total Economic Impact Of Virtual Hold s Virtual Queuing Solutions

The Total Economic Impact Of Virtual Hold s Virtual Queuing Solutions Prepared for Virtual Hold Technology June 2006 The Total Economic Impact Of Virtual Hold s Virtual Queuing Solutions Project Director: Dan Merriman TABLE OF CONTENTS Executive Summary...4 Purpose...4 Methodology...4

More information

A Custom Technology Adoption Profile Commissioned By Aerohive Networks. January 2014. Cloud Networking

A Custom Technology Adoption Profile Commissioned By Aerohive Networks. January 2014. Cloud Networking A Custom Technology Adoption Profile Commissioned By Aerohive Networks January 2014 Cloud Networking 1 Introduction Business decision-makers are increasingly prioritizing company growth and new customer

More information

For ebusiness & Channel Strategy Professionals

For ebusiness & Channel Strategy Professionals Retailers Plan To Expand Online Customer Service Channels In 2010 But Disconnection Between Customer Service And Brand May Spell Trouble by Diane Clarkson with Carrie Johnson, Elizabeth Stark, and Kate

More information

The State Of Public Cloud Security Part One Of A Three-Part Series On Public Cloud Security

The State Of Public Cloud Security Part One Of A Three-Part Series On Public Cloud Security A Forrester Consulting Thought Leadership Paper Commissioned By Trend Micro September 2014 The State Of Public Cloud Security Part One Of A Three-Part Series On Public Cloud Security Table Of Contents

More information

The Total Economic Impact Of SAS Customer Intelligence Solutions Intelligent Advertising For Publishers

The Total Economic Impact Of SAS Customer Intelligence Solutions Intelligent Advertising For Publishers A Forrester Total Economic Impact Study Commissioned By SAS Project Director: Dean Davison February 2014 The Total Economic Impact Of SAS Customer Intelligence Solutions Intelligent Advertising For Publishers

More information

Strategically Detecting And Mitigating Employee Fraud

Strategically Detecting And Mitigating Employee Fraud A Custom Technology Adoption Profile Commissioned By SAP and Deloitte March 2014 Strategically Detecting And Mitigating Employee Fraud Executive Summary Employee fraud is a universal concern, with detection

More information

For Business Processes & Applications Professionals

For Business Processes & Applications Professionals How Kelly Services Implemented Onboarding To Retain Quality Workers by Claire Schooley with Connie Moore and Ralph Vitti Executive Summary Kelly Services did not have a formal onboarding program. New hires

More information

Is Your Big Data Solution Production-Ready?

Is Your Big Data Solution Production-Ready? A Custom Technology Adoption Profile Commissioned By CenturyLink Technology Solutions January 2014 Is Your Big Data Solution Production-Ready? 1 Introduction This CenturyLink Technology Solutions (formerly

More information

Selling the Cloud: 8 Keys to a Successful Land and Expand Strategy for SaaS Solution Providers

Selling the Cloud: 8 Keys to a Successful Land and Expand Strategy for SaaS Solution Providers Selling the Cloud: 8 Keys to a Successful Land and Expand Strategy for SaaS Solution Providers EXECUTIVE BRIEF Cloud computing, and the evolution of software as a service (SaaS), has transformed the technology

More information

Customer Care for High Value Customers:

Customer Care for High Value Customers: Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization

More information

The Key To Cloud And Virtual Computing

The Key To Cloud And Virtual Computing A Forrester Consulting Thought Leadership Paper Commissioned By TeamQuest Managing And Planning Capacity In 2011 And Beyond June 2011 Table Of Contents Executive Summary... 2 Key Findings... 2 The Pursuit

More information

Protecting Customer Experience Against Distributed Denial Of Service (DDoS)

Protecting Customer Experience Against Distributed Denial Of Service (DDoS) A Custom Technology Adoption Profile Commissioned By Bell Canada June 2014 Protecting Customer Experience Against Distributed Denial Of Service (DDoS) Introduction In today s age of the customer, a company

More information

A Faster Pace For Retail Paid Search Real-Time Insights Are Critical To Competitive Advantage

A Faster Pace For Retail Paid Search Real-Time Insights Are Critical To Competitive Advantage A Forrester Consulting Thought Leadership Paper Commissioned By Google DoubleClick August 2014 A Faster Pace For Retail Paid Search Real-Time Insights Are Critical To Competitive Advantage Table Of Contents

More information

Business Process Services. White Paper. Predictive Analytics in HR: A Primer

Business Process Services. White Paper. Predictive Analytics in HR: A Primer Business Process Services White Paper Predictive Analytics in HR: A Primer About the Authors Tuhin Subhra Dey Tuhin is a member of the Analytics and Insights team at Tata Consultancy Services (TCS), where

More information

Achieving customer loyalty with customer analytics

Achieving customer loyalty with customer analytics IBM Software Business Analytics Customer Analytics Achieving customer loyalty with customer analytics 2 Achieving customer loyalty with customer analytics Contents 2 Overview 3 Using satisfaction to drive

More information

January 10, 2006 Allant: A Market Leader Among Database Marketing Service Providers The Forrester Wave Vendor Summary, Q1 2006

January 10, 2006 Allant: A Market Leader Among Database Marketing Service Providers The Forrester Wave Vendor Summary, Q1 2006 TECH CHOICES Allant: A Market Leader Among Database Marketing Service Providers The Forrester Wave Vendor Summary, Q1 2006 by Eric Schmitt with Chris Charron and Jennifer Joseph EXECUTIVE SUMMARY The Allant

More information

Cloud Without Limits: How To Deliver Hybrid Cloud With Agility, Governance, And Choice

Cloud Without Limits: How To Deliver Hybrid Cloud With Agility, Governance, And Choice A Custom Technology Adoption Profile Commissioned By Dell November 2014 Cloud Without Limits: How To Deliver Hybrid Cloud With Agility, Governance, And Choice Introduction With more and more business applications

More information

Formulate A Database Security Strategy To Ensure Investments Will Actually Prevent Data Breaches And Satisfy Regulatory Requirements

Formulate A Database Security Strategy To Ensure Investments Will Actually Prevent Data Breaches And Satisfy Regulatory Requirements A Forrester Consulting Thought Leadership Paper Commissioned By Oracle Formulate A Database Security Strategy To Ensure Investments Will Actually Prevent Data Breaches And Satisfy Regulatory Requirements

More information

Why Endpoint Backup Is More Critical Than Ever

Why Endpoint Backup Is More Critical Than Ever A Custom Technology Adoption Profile Commissioned By Code42 April 2014 Why Endpoint Backup Is More Critical Than Ever Introduction The mobile mind shift is here, and as employees increasingly favor using

More information

How Predictive Marketing Analytics Boosts B2B Business Performance

How Predictive Marketing Analytics Boosts B2B Business Performance A Forrester Consulting Thought Leadership Paper Commissioned By EverString December 2015 How Predictive Marketing Analytics Boosts B2B Business Performance Table Of Contents Executive Summary... 1 Marketing

More information

The Power Of Real-Time Insight How Better Visibility, Data Analytics, And Reporting Can Optimize Your T&E Spend

The Power Of Real-Time Insight How Better Visibility, Data Analytics, And Reporting Can Optimize Your T&E Spend A Forrester Consulting Thought Leadership Paper Commissioned By Concur May 2014 The Power Of Real-Time Insight How Better Visibility, Data Analytics, And Reporting Can Optimize Your T&E Spend Table Of

More information

The Risks Of Do It Yourself Disaster Recovery

The Risks Of Do It Yourself Disaster Recovery A Custom Technology Adoption Profile Commissioned by IBM The Risks Of Do It Yourself Disaster Recovery Firms Bringing Disaster Recovery Back In-House Face Significant Challenges In Resources, Funding,

More information

Good Apps, Bad Apps The Cost Of Creating Exceptional Mobile Moments Through Mobile Apps

Good Apps, Bad Apps The Cost Of Creating Exceptional Mobile Moments Through Mobile Apps A Forrester Consulting Thought Leadership Paper Commissioned By IBM November 2014 Good Apps, Bad Apps The Cost Of Creating Exceptional Mobile Moments Through Mobile Apps Table Of Contents Executive Summary...

More information

Top 10 Managed Hosting And Hosted Cloud Best Practices

Top 10 Managed Hosting And Hosted Cloud Best Practices A Forrester Consulting June 2014 Thought Leadership Paper Commissioned By AT&T Top 10 Managed Hosting And Hosted Cloud Best Practices Table Of Contents Executive Summary... 1 Minimize Pitfalls In Transitioning

More information

Best Practices For Public Cloud Security Part Three Of A Three-Part Series On Public Cloud Security

Best Practices For Public Cloud Security Part Three Of A Three-Part Series On Public Cloud Security A Forrester Consulting Thought Leadership Paper Commissioned By Trend Micro February 2015 Best Practices For Public Cloud Security Part Three Of A Three-Part Series On Public Cloud Security Table Of Contents

More information

April 4, 2008 The Five Essential Metrics For Managing IT by Craig Symons with Alexander Peters, Alex Cullen, and Brandy Worthington

April 4, 2008 The Five Essential Metrics For Managing IT by Craig Symons with Alexander Peters, Alex Cullen, and Brandy Worthington The Five Essential Metrics For Managing IT by Craig Symons with Alexander Peters, Alex Cullen, and Brandy Worthington EXECUTIVE SUMMARY CIOs frequently ask what IT should measure and report to business

More information

The New Calculus Of Marketing How Marketing Leaders Must Re- Engineer For The Internet Of Customers

The New Calculus Of Marketing How Marketing Leaders Must Re- Engineer For The Internet Of Customers A Forrester Consulting Thought Leadership Paper Commissioned By Salesforce ExactTarget Marketing Cloud April 2014 The New Calculus Of Marketing How Marketing Leaders Must Re- Engineer For The Internet

More information

The Unified Communications Journey

The Unified Communications Journey A Custom Technology Adoption Profile Commissioned By Cisco Systems How IT Is Responding To Increasing Demand For Mobile And Visual Collaboration July 2012 Introduction Today s IT managers have to navigate

More information

Leverage A Third-Party Data Center To Deliver Increased Business Value

Leverage A Third-Party Data Center To Deliver Increased Business Value A Custom Technology Adoption Profile Commissioned By NTT Communications March 2014 Leverage A Third-Party Data Center To Deliver Increased Business Value 1 Introduction Companies are under increasing pressure

More information

Executive Summary... 2. Understanding The Private Cloud Concept... 2. Conclusions And Best Practices... 7

Executive Summary... 2. Understanding The Private Cloud Concept... 2. Conclusions And Best Practices... 7 Executive Summary... 2 Understanding The Private Cloud Concept... 2 Conclusions And Best Practices... 7 Appendix A: Survey Methodology And Demographics... 9 Appendix B: Supplemental Material And Endnotes...

More information

The Total Economic Impact Of FlashSoft TM Software From SanDisk

The Total Economic Impact Of FlashSoft TM Software From SanDisk A Forrester Total Economic Impact Study Commissioned By SanDisk Project Director: Dean Davison January 2014 The Total Economic Impact Of FlashSoft TM Software From SanDisk Table Of Contents Executive Summary...

More information

Customer Cloud Adoption: From Development To The Data Center

Customer Cloud Adoption: From Development To The Data Center A Custom Technology Adoption Profile Commissioned By Dell Customer Cloud Adoption: From Development To The Data Center September 2013 Introduction Where are customers today on their cloud journeys, and

More information

NPS2. Reaching the Next Level of Customer Experience Leadership. By Deborah Eastman

NPS2. Reaching the Next Level of Customer Experience Leadership. By Deborah Eastman NPS2 Reaching the Next Level of Customer Experience Leadership By Deborah Eastman Overview Get an introduction to NPS2, the next generation of the groundbreaking Net Promoter methodology. Find out how

More information

A Forrester Consulting Thought Leadership Paper Commissioned By Zebra Technologies. November 2014

A Forrester Consulting Thought Leadership Paper Commissioned By Zebra Technologies. November 2014 A Forrester Consulting Thought Leadership Paper Commissioned By Zebra Technologies November 2014 Internet-Of-Things Solution Deployment Gains Momentum Among Firms Globally Improved Customer Experience

More information

Is It Time To Refresh Your Wireless Infrastructure?

Is It Time To Refresh Your Wireless Infrastructure? A Forrester Consulting Thought Leadership Paper Commissioned By Zebra Technologies October 2015 Is It Time To Refresh Your Wireless Infrastructure? Table Of Contents Executive Summary... 1 The Age Of The

More information

A Performance-Driven Approach to Application Services Management

A Performance-Driven Approach to Application Services Management A Performance-Driven Approach to Application Services Management Breaking the Mold to Accelerate Business Transformation Table of contents 1.0 The keep up versus step up challenge...1 2.0 Taking a different

More information

Market Overview: Customer Success Solutions

Market Overview: Customer Success Solutions For: Application Development & Delivery Professionals Market Overview: Customer Success Solutions by Kate Leggett, October 31, 2014 Key Takeaways Subscription Companies Must Actively Manage Relationships

More information

Right Time Revenue Optimization

Right Time Revenue Optimization More Revenue, Faster Right Time Revenue Optimization More Revenue, Faster Summary: The Short List Here s our suggested short list from this paper: What is right time revenue optimization? It s marketing

More information

Hybrid Cloud Places New Demands On The Network

Hybrid Cloud Places New Demands On The Network A Custom Technology Adoption Profile Commissioned By Juniper Networks April 2014 Hybrid Cloud Places New Demands On The Network Introduction Today s business pressures require IT resources to be a cost-effective

More information