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Forrester Planned Research

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Planned research — including dates, titles, authors, and research topics — is subject to change at any time.

Projected Date	Role	Title	Analyst	Success Imperative	Industry	Features	Notify Me
March 2010	Vendor Strategy	Consumer Security Market Trends, 2009 To 2010 - Growth Opportunities	Jonathan Penn	Create an innovative portfolio of offerings
Consumer security market trends.
March 2010	null	Capability Map: Pharma	Henry Peyret
What are the current IT trends affecting pharma capability maps?
March 2010	Marketing Leadership	Connecting The Dots To Manage Social Computing	Mary Beth Kemp	Define the future of marketing and customer relationships
Social Computing reaches across the enterprise and its implications for the brand and the brand experience are substantial. Using our "Connect the Dots" framework, this report will examine where social fits within that holistic brand experience and consider how marketing leaders should be engaged in aligning the various "dots".
March 2010	Enterprise Architecture	Business Architecture Strategy Model	Jeff Scott	Build an EA program for strategic impact
Identifying and articulating business strategies is an import part of developing a complete business architecture model. This report will provide a model for capturing and documenting business strategies.
March 2010	B2B Market Research	Demand Insights: Cloud	Frank Gillett	Position my company for success in today's competitive environment, Power opportunity analyses with rich data insights
Using the global data and new SW data to look at cloud.
March 2010	Consumer Product Strategy	3 Screens	Nick Thomas	Create product and services propositions
3 Screens
March 2010	null	Using Your Business Capability Map	Alex Cullen
Using Your Business Capability Map
March 2010	Vendor Strategy	Market Overview: Contract Lifecycle Management	Andrew Bartels	Position my company for success in today's competitive environment
Review of the market for supplier network services to connect buyers and suppliers and manage catalog content syndication and delivery.
March 2010	null	Information Architecture Trends	Gene Leganza
This report analyzes data gathered from a recent information architecture themed survey.
March 2010	Customer Intelligence	How To Make Social Media Data Actionable	Zach Hofer-Shall	Transform customer knowledge into strategic insight
Coming soon...
March 2010	Information & Knowledge Management	Leveraging Microsoft Office In SharePoint	Sheri McLeish	Drive workforce productivity with the right tools and practices
Companies that are realizing improved workflows, easier access to information, and better document collaboration by using Microsoft Office within a SharePoint environment didn't get there overnight. Today many firms still struggle to get their information workers to embrace SharePoint as a tool and enabling technology. This research illustrates how best practice organizations have leveraged Microsoft Office within SharePoint to improve content-heavy business processes as well as discuss the behavioral challenges they faced.
March 2010	Customer Experience	Making Design Processes More Agile	Vidya Drego	Lead a customer experience transformation
Development processes have become more agile but how do designers cope? This report explores some challenges to the design process caused by agile development and how user experience professionals can address them.
March 2010	Business Process & Applications	Employee Onboarding Extends Beyond The First Week Of Employment	Claire Schooley	Tap the power of social media to radically improve customer service, HR, & other business processes
This case study focuses on a financial institution and how a creative HR director uses the onboarding application from its ERP vendor to bring new employees into the company culture.
March 2010	Vendor Strategy	Security And The Cloud	Jonathan Penn, Frank Gillett	Position my company for success in today's competitive environment
To follow.
March 2010	Vendor Strategy	The Next Big Thing For IT: IT Simplification	Christopher Mines	Create an innovative portfolio of offerings
Predict the next important shift(s) in IT architecture, industry structure, and business impact.
March 2010	Vendor Strategy	Demand Insights: The SMB Managed Services Market	Tim Harmon
Managed services is an increasingly valuable service asset, with software vendors, hardware vendors, telecom service providers, and VARs weighing in with different offerings and value. What do SMBs' intentions say abouy where the market is headed?
March 2010	Consumer Product Strategy	How Demand Media Is Redefining Content	Nick Thomas	Identify new market opportunities and business models
How Demand Media Is Redefining Content
March 2010	null	Bridging The Silos: Business Design As A Guide To Information Architecture	Gene Leganza
Use business design to inform your information architecture.
March 2010	Information & Knowledge Management	Portal Market Landscape: Enterprise Portals	Tim Walters, Ph.D.	Drive workforce productivity with the right tools and practices
This document aims to identify the leading vendors/solutions in the portal market today, identify the functionality that portal solutions should provide, and assess the strengths and weaknesses of these functionalities.
March 2010	null	Non-Tech Media Fans	Sonal Gandhi
Non-Tech Media Fans
March 2010	Business Process & Applications	IFRS - Implications For Financial Accounting And Reporting Systems	Paul Hamerman	Align process improvement and data initiatives to support cross-functional business processes
International Financial Reporting Standards (IFRS) conversion underway for US, Canada and other jurisdictions. What are the system implications?
March 2010	Business Process & Applications	Market overview of BI for Healthcare providers	Boris Evelson	Deliver timely, trusted enterprise intelligence to cross-functional business processes
This report will provide an overview and analysis of the capabilities of the main BI vendors with Healthcare vertical specialization.
March 2010	Information & Knowledge Management	The Enterprise Search Maturity Model	Leslie Owens	Promote innovation by helping people find and share information
I&KM professionals should use Forrester's Search maturity model to classify their "findability" initiatives against defined benchmarks and use that evaluation to drive conversations with IT and the Business to clarify short- and long-term information access priorities.
March 2010	Business Process & Applications	The Forrester Wave: Open Source Business Intelligence, Q4 2009	Boris Evelson	Optimize the business by bringing insights and predictive analytics to business processes		Forrester Wave™
Forrester will evaluate 4 leading Open Source BI vendors against approximately 150 criteria.
March 2010	Consumer Product Strategy	Assessing Convenience Within The Market For Mobile Handsets	Doug Williams	Innovate products and services
Assessing Convenience Within The Market For Mobile Handsets
March 2010	Consumer Product Strategy	The Influence Of Convenience On Green Transportation	Doug Williams	Innovate products and services
The Influence Of Convenience On Green Transportation
March 2010	Consumer Product Strategy	Case Study: The Role of Co-Creation In Bringing Office 2010 to Market	Ian Fogg, Doug Williams	Create product and services propositions
Case Study: The Role of Co-Creation In Bringing Office 2010 to Market
March 2010	Vendor Strategy	SWOT Analysis: Tier 1 Business Intelligence Vendors	Holger Kisker, Ph.D.	Position my company for success in today's competitive environment
To follow
March 2010	Vendor Strategy	Management Consulting Innovation Showcase	Daniel Krauss	Create an innovative portfolio of offerings	High-Tech
Launch of a case study series identifying the structure of (r)evolutions in management consulting.
March 2010	Customer Experience	Customer Experience Index 2010: Wireless Service Providers	Bruce Temkin	Benchmark against competitors
Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's third annual Customer Experience Index (CxPi) — ranking 133 firms in 14 different industries. In this document, we examined the six wireless service providers on the list.
March 2010	eBusiness & Channel Strategy	Trends 2010: European Retail Banking eBusiness And Channel Strategy	Benjamin Ensor	Build online strategies	Financial Services
This will be an M&SView and RoleView document.
March 2010	eBusiness & Channel Strategy	2010 US Auto Insurance Public Site Rankings	Chad Mitchell	Benchmark against best practices	Financial Services
This will be an M&SView and RoleView document.
March 2010	Application Development & Program Management	The Evolution Of Integration Needs	George Lawrie, Ken Vollmer
This report will investigate the changing requirements for integration tools that are used in enterprises that have committed to major business application suites.
March 2010	Application Development & Program Management	Market Overview: Messaging Solutions	Ken Vollmer
This document will take a look at the pros and cons of multiple messaging options.
March 2010	eBusiness & Channel Strategy	Market Overview: eCommerce Order Management Solutions	Brian Walker	Adapt to changing customer buying and service behavior
Details to follow.
March 2010	eBusiness & Channel Strategy	Customer Journey	Patti Freeman Evans	Build online strategies
Details to follow.
March 2010	eBusiness & Channel Strategy	Mobile Commerce Redux	Sucharita Mulpuru	Build online strategies
Details to follow.
March 2010	Vendor Strategy	The Enterprise Security Buyer Profile: 2010	Heidi Lo, Jonathan Penn
Enterprise security buyer profile for 2010.
March 2010	eBusiness & Channel Strategy	The Mobile Payments Landscape	Peter Wannemacher	Adapt to changing customer buying and service behavior	Financial Services
This will be an M&SView and RoleView document.
March 2010	Application Development & Program Management	Project Risk Assessment Scorecard	Mary Gerush	Manage projects, programs, applications, and portfolios to meet delivery commitments
This document will accompany an Excel tool to score project risk on a number of criteria.
March 2010	CIO	Guidelines For The Structure Of IT	Marc Cecere	Shape the IT organization for today and tomorrow
From reviewing hundreds of IT organizations, Forrester has developed the guidelines that determine when functions should be combined or separated. The factors considered include accountability, independence, breadth of management expertise and others. This report will describe these guidelines, how they should be applied and provide examples of their use.
March 2010	Vendor Strategy	SWOT analysis Oracle Enterprise Management	Jean-Pierre Garbani	Position my company for success in today's competitive environment		SWOT
SWOT analysis Oracle Enterprise Management
March 2010	CIO	Social Media Policy Template	Nigel Fenwick	Create a culture of performance and value
This template will provide guidelines for creating a corporate social media policy.
March 2010	null	The Impact Of Technologies Like Video- And Web-Conferencing On Business Travel	Henry Harteveldt
This is a RoleView document.
March 2010	null	Generation X Travel And Booking Trends	Elizabeth Stark, Henry Harteveldt
This is a RoleView document.
March 2010	Interactive Marketing	Influencers Attitude Toward Email Marketing	Shar VanBoskirk	Improve the performance of digital campaigns
Influencers Attitude Toward Email Marketing
March 2010	Interactive Marketing	Selecting A B2B Interactive Agency	Michael Greene	Build the right team, partnerships, and technologies
Selecting A B2B Interactive Agency
March 2010	null	B2C eCommerce Platform Wave 2010	Brian Walker			Forrester Wave
Details to follow.
March 2010	eBusiness & Channel Strategy	Determining If You Should Have A Social Customer Service Strategy	Diane Clarkson	Build online strategies
This is a RoleView document.
March 2010	eBusiness & Channel Strategy	Financial Services Web Sites Should Use Their Cross-selling Chances	Vanessa Niemeyer, Ph.D.	Build online strategies
This document explains why online cross-selling is important for financial services firms. It also advises eBusiness and channel managers on how to integrate good cross-selling elements in the product content and online application processes and shows global best practices. This is an M&SView and RoleView document.
March 2010	eBusiness & Channel Strategy	2010 UK Public Site Ranking	Vanessa Niemeyer, Ph.D.	Benchmark against best practices
This document shows how well UK Web sites are supporting users in reaching their goals. It includes a description of criteria, a ranking of UK banks as well as best practice examples. This will be an M&SView and RoleView document.
March 2010	Application Development & Program Management	Harnessing The Benefits Of Communities Of Practice	Dave West	Manage projects, programs, applications, and portfolios to meet delivery commitments
Organizations are moving away from departmentalization toward team-based structures. As a result, traditional skills and career development need to find new homes. Communities of practice are one effective way of enabling organizations to continue developing skills, practices, and share knowledge while staying in a team organization.
March 2010	Vendor Strategy	Sizing The IT Services Market	Pascal Matzke	Position my company for success in today's competitive environment
Sizing the IT Services Market
March 2010	Technology Product Management & Marketing	Microsoft Leverages "Productivity Games" To QA Windows 7	TJ Keitt	Drive client value and profits via effective product management
Serious games are for more than just training and marketing. As Microsoft demonstrated during its production of Windows 7, serious games can effectively get employees to do work that is tedious and outside of their normal job functions. In this case, Microsoft used a series of games to do quality assurance on Windows 7.
March 2010	Technology Product Management & Marketing	Rebuilding the Tower of Babel: Strategies for Bridging Language Barriers	Jennifer Belissent, Ph.D.	Drive client value and profits via effective product management, Focus on buyer needs to increase sales capacity and cut marketing complexity
This report investigates the issue of language in marketing and product-related content. It looks at: - Consumption of English language content - The role of the community - Machine translation
March 2010	Infrastructure & Operations	Building A Highly Available, Resilient SharePoint Infrastructure	Christopher Voce	Stay on top of technology innovations in IO
Details to come.
March 2010	Application Development & Program Management	Market Overview: Requirements Definition Tools	Mary Gerush	Improve the quality (including user experience, security, and performance) of application services
With an increased demand for improved requirements definition practices, the market for requirements definition tools - tools that help you elicit, analyze, document, and validate requirements - has exploded. This report will provide an overview of the available tools in this shifting market.
March 2010	eBusiness & Channel Strategy	Segmenting US Investors	Bill Doyle, Peter Wannemacher	Adapt to changing customer buying and service behavior	Financial Services
This will be an M&SView and RoleView document. This document is part of the Segmenting Financial Consumers series.
March 2010	Infrastructure & Operations	Role Overview: The Green IT Manager	Doug Washburn	Build and lead a high-performing infrastructure and operations team
Every IT practice requires ownership -- and green IT should be treated no differently. To effectively move from green IT action to awareness, organizations must clearly define who owns green IT and what their responsibilities should be. For some organizations, a full-time position is warranted, but if that is not possible, a part-time role or shared ownership across multiple roles can still be effective.
March 2010	eBusiness & Channel Strategy	The Firms US Investor Segments Use	Bill Doyle	Adapt to changing customer buying and service behavior	Financial Services
This will be an M&SView and RoleView document.
March 2010	eBusiness & Channel Strategy	Ten Ways eBusiness Can Effectively Cross-Sell Financial Products	Brad Strothkamp	Benchmark against best practices
This will be an M&SView and RoleView document.
March 2010	B2B Market Research	The Mobile Wannabe Segment Arrives	Michele Pelino	Power opportunity analyses with rich data insights
Leverage survey data to profile the needs and mobile application requirements of the Mobile Wannabe segment.
March 2010	Infrastructure & Operations	The State Of Corporate Desktops And Laptops, 2010	Benjamin Gray	Stay on top of technology innovations in IO		Business Data Services
This presentation will analyze the state of the enterprise desktop and laptop markets across North America and Europe.
March 2010	Infrastructure & Operations	Market Overview: Smartphone Management Solutions	Benjamin Gray	Stay on top of technology innovations in IO
This report will analyze the smartphone management vendor landscape.
March 2010	Infrastructure & Operations	Trends in Storage Media Types	Andrew Reichman	Stay on top of technology innovations in IO
Details to come.
March 2010	eBusiness & Channel Strategy	The Elements Of Next Generation Financial Services Web Sites	Alexander Hesse	Build online strategies	Financial Services
This will be an M&SView and RoleView document.
April 2010	CIO	Case Study: Global Versus Local Processes	Marc Cecere	Shape the IT organization for today and tomorrow
One of the most frequent inquiries from Forrester clients is “when should an IT process be common across the organization and when should it be specific to a business unit or geography?” This report will describe how a global IT shop determined criteria for answering this question and implemented global processes.
April 2010	null	Viral Video Best Practices	Nate Elliott
Viral Video Best Practices
April 2010	Infrastructure & Operations	Green IT Manager -- Job Profile And Description	Doug Washburn	Build and lead a high-performing infrastructure and operations team
Position overview: The green IT manager is responsible for assessing the current state of green IT, identifying and prioritizing projects, coordinating implementation resources, developing business case justification, setting goals and metrics, and reporting successes.
April 2010	null	A Look At eBusiness Team Composition, 2010	Elizabeth Davis, Carrie Johnson
This is a Roleview document.
April 2010	Customer Intelligence	How Marketers Adopt Campaign Management	Suresh Vittal	Select marketing technology and services providers
Coming soon...
April 2010	Consumer Product Strategy	European Media Forecast, 2009 - 2014	Thomas Husson	Identify new market opportunities and business models
European Media Forecast, 2009 - 2014
April 2010	Application Development & Program Management	Use A Modernization Framework To Guide Your Application Modernization Decisions	Phil Murphy	Manage projects, programs, applications, and portfolios to meet delivery commitments
Application modernization is in the midst of momentous change – once relegated to the status of a “necessary evil”, it has taken center stage for IT decision-makers at all levels. But modernization isn’t a single action – it is a complex series of options and choices - the correct choice often varies widely based on the application, industry, business and IT contexts. Firms that employ a modernization framework to their application modernization decisions will be able to analyze, choose, justify and execute modernization decisions with greater confidence and success.
April 2010	Marketing Leadership	Choosing The Right Media Mix North America 2010	Mary Beth Kemp
Media planning is ever more complex and dynamic. Americans use many different media — from TV to blogs — and their usage changes every year. Some media help drive brand awareness, and some drive loyalty. Some media have a young, urban audience; some have an older, rural one. Some media generate high consumer trust, some low. Some media form great cross-channel combinations; some don't. To get a first assessment on which media mix gives the best returns, marketers can use Forrester's media allocation tool (MAT). This model helps to optimize the media mix by combining Forrester's Consumer Technographics® data on media behaviors and attitudes with advertisers' campaign objectives and media costs.
April 2010	Infrastructure & Operations	Inquiry Spotlight: Green IT, Q2 2010	Doug Washburn, Onica King	Implement the right technology solutions to improve efficiency and lower costs
Green IT remains on the IT agenda as evidenced by the continued stream of inquiries fielded from IT operations professionals. This document takes a look at the key issues raised and the best practices implemented.
April 2010	Customer Experience	Best & Worst Of Australian Government Websites	Steven Noble
When it comes to usability, most government Websites punch below their weight, but there are a few notable exceptions. This report will show how Australian government Websites are helping or hindering users a they attempt to achieve their goals.
April 2010	Technology Sales Enablement	The Myth Of Sales And A "Trusted Advisor"	Scott Santucci	Drive sales and pipeline performance via effective, end-to-end programs
As vendor sales organizations aspire to achieve higher level access to core executives, how do they define successes and more importantly, how do customers define what they percieve a "trusted advisor." This report will examine the gap between vendor and customer perspectives of what a strategic partnership is and define various buyer/seller relationships.
April 2010	Marketing Leadership	Organizing Marketing Accross Divides	David Cooperstein
Global reach, digital collateral, and social computing have moved Marketing into new territory. This report will look at the impact of those forces on the traditional marketing organization and propose archetypes for how to manage these new efforts.
April 2010	Marketing Leadership	Define your Marketing Innovation Strategy	Mary Beth Kemp	Define the future of marketing and customer relationships
Marketing leaders need a clear approach to innovating marketing. But how do marketers define and invest in change? This report helps marketers create a roadmap to how their companies will evolve to interact and engage with consumers and customers in the future.
April 2010	Vendor Strategy	The Future Of The IT Services Market	Pascal Matzke, John McCarthy	Position my company for success in today's competitive environment
A combination of factors is combining to reshape and recast IT services. These factors include the continued weak economic environment, the further development of a global delivery model (GDM), new uses of technology across clients’ go-to-market and supply chain ecosystems, the adoption of cloud and SaaS utility-based pricing and delivery models as well as the adoption of a selective sourcing model by buyers. Forrester asserts that these changes will have a dramatic impact on the make-up and dynamics of the IT services business just as the shift to PCs dramatically changed the minicomputer/hardware market in the late 1980’s and early 1990’s. The report will look at the tough questions facing the services industry: -How will the emergence of cloud and SaaS impact the traditional IT services market? -How will the economic slowdown and declining IT budgets impact users’ services spending? -What are the key attributes for success in the new services market?
April 2010	Technology Sales Enablement	Industry Essentials: Mortgage Banking	Ellen Carney	Drive sales and pipeline performance via effective, end-to-end programs
This Industry Essentials report examines what sales, AR, technical consulting and delivery teams need to understand about the US mortage banking market.
April 2010	Technology Product Management & Marketing	Comparing ISV Partner Programs	Peter O'Neill	Build business with effective channel partners
to follow
April 2010	Vendor Strategy	The Corporate Agenda In 2010	Daniel Krauss	Position my company for success in today's competitive environment
Introducing Forrester's Corporate Agenda framework.
April 2010	Marketing Leadership	How To Manage Global Marketing	Steven Noble
The interaction between central marketing teams and regional marketers can be tense around budgets, brands and authority. The report will unearth the tension and determine best practices for working together.
April 2010	Infrastructure & Operations	ITIL Version 3: How Is It Going?	Evelyn Hubbert, Glenn O'Donnell	Build and lead a high-performing infrastructure and operations team
Forrester Research findings on who is doing what with ITIL v3.
April 2010	Information & Knowledge Management	Capture The Business Value Of Video Conferencing	Ted Schadler	Drive workforce productivity with the right tools and practices
Video conferencing is rapidly expanding and maturing as a way to replace travel and improve the quality of team meetings and personal interactions. But while telepresence gets most of the attention for its near-facetime quality, HD video conferencing for team meetings and desktop video conferencing for ad hoc sync ups will have a bigger impact on the business. This report will lay out the different video conferencing segments, present best practices and suppliers in each category, and help I&KM Pros make smart investment decisions about when to use each video conferencing technology.
April 2010	Customer Intelligence	The Emerging Customer Engagement Agency	Dave Frankland	Select marketing technology and services providers
Coming soon...
April 2010	eBusiness & Channel Strategy	2010 Canadian Bank Public Web Site Rankings	Brad Strothkamp	Benchmark against best practices	Financial Services
Annual public site ranking of the top six Canadian banks and credit unions. Rankings will include the following firms: Bank of Montreal, CIBC, Royal Bank of Canada, National Bank of Canada, TD Canada Trust, and Scotiabank. This will be an M&SView and RoleView document. This document is part of the Evaluating Canadian Bank Web Sites series.
April 2010	Security & Risk	NAC Snapshot: B2B Security	Usman Sindhu	Design and run a business-driven information security program
NAC Snapshot will be a short doc covering B2B security.
April 2010	Customer Intelligence	The Agency Role In Social Intelligence	Zach Hofer-Shall
Coming soon...
April 2010	Customer Intelligence	Customer Intelligence In B2B Organizations	Dave Frankland	Transform customer knowledge into strategic insight
Coming soon...
April 2010	eBusiness & Channel Strategy	2010 Canadian Bank Secure Site Rankings	Emmett Higdon	Benchmark against best practices	Financial Services
Annual secure site ranking of the top six Canadian banks and credit unions. Rankings will include the following firms: Bank of Montreal, CIBC, Royal Bank of Canada, National Bank of Canada, TD Canada Trust, and Scotiabank. This will be an M&SView and RoleView document. This document is part of the Evaluating US Financial Services Web Sites series.
April 2010	Vendor Strategy	IT Outsourcing Deals: 2009 Review	Pascal Matzke	Position my company for success in today's competitive environment
A review of IT outsourcing deals in 2009.
April 2010	Vendor Strategy	SOHO Security Decision Making	Heidi Lo, Jonathan Penn
Description to follow
April 2010	Vendor Strategy	European IT Services Spending Trends	Pascal Matzke	Position my company for success in today's competitive environment
IT services spending trends in Europe.
April 2010	null	Market Overview: The ERP Software Market	Holger Kisker, Ph.D.
to follow
April 2010	Infrastructure & Operations	Case Study: The Responsibilities Of KMPG?s Green IT Manager	Doug Washburn	Build and lead a high-performing infrastructure and operations team
In 2008, KPMG set a corporate-wide goal to reduce carbon dioxide (CO2) emissions by 25% by 2010. And like many service firms, the operation of IT equipment is a significant contributor to KPMG’s overall energy consumption and carbon footprint. To ensure that this corporate goal was met while achieving financial savings along the way, the CIO assigned responsibility to an individual within the IT organization. What started as a part-time project quickly evolved into the full-time role of Green IT Manager. From identifying opportunities and coordinating implementation teams, to weaving green IT into broader strategic plans and reporting successes, the responsibilities of KPMG’s Green IT Manager are far reaching.
April 2010	Customer Experience	Evaluating New Ethnographic Research Techniques	Vidya Drego	Lead a customer experience transformation
This report explores new social ethnographic techniques.
April 2010	Security & Risk	Case Study - Enterprise Fraud Management	Andras Cser	Streamline security operations and drive efficiency throughout IT and the business
How the interviewed organization implemented EFM and what pitfalls they successfully avoided.
April 2010	Security & Risk	ERM For IT Security	Chris McClean	Adopt a structured approach to governance, risk, and compliance
Explaining how organizations can adopt ERM standards for IT security and risk management, this document will focus on the first stage of ERM standards, which is establishing the context of the risk management program.
April 2010	Security & Risk	Market Overview - Enterprise Rights Management	Andrew Jaquith	Build a security architecture to protect information assets and ensure security policy compliance
Enterprise rights management (ERM) software allows business units and security teams to protect their documents using encryption. This report will provide an overview of the key features and market presence of eight ERM vendors.
April 2010	Security & Risk	Data Analysis: Enterprise Data Security Trends	Andrew Jaquith	Design and run a business-driven information security program
With enterprise data security budgets expected to be only slightly up year-over-year, Forrester clients want to know what expenditures are critical, and which are optional. This report will segment security technology buyers and describe their priorities for 2010.
April 2010	null	Security Organization - Take Two	Khalid Kark
More to come...
April 2010	null	Risk Management	Chris McClean
Analysis of Disaster Recovery Survey results exploring the make-up of risk management functions and their relationship to business continuity.
April 2010	Security & Risk	Crisis Communications	Chris McClean	Adopt a structured approach to governance, risk, and compliance
Analysis of Disaster Recovery Survey results exploring the roles, responsibilities, and technologies involved in crisis communication as well as the perceived effectiveness of crisis communication efforts.
April 2010	Enterprise Architecture	Report Series: Technology Strategy for Business Impact	Randy Heffner	Build an EA program for strategic impact
In this series, each report will describe the goals, structure, and approach to a different aspect of architecture strategy, using SOA as a foundation, but including more than SOA. Areas covered will include architecture vision, street-level strategy, implementation patterns, metrics, and maturity.
April 2010	Business Process & Applications	Enterprise Applications 2010: Customer Activity Persists Despite The Recession	Paul Hamerman	Justify and quickly deploy the right solutions for financial, customer-facing, HR and other BPs		Business Data Services
This document gives highlights of adoption patterns and software investment plans related to enterprise packaged applications. It is based on an extensive data set collected across North American and European enterprises via our Enterprise and SMB Software Survey, North America And Europe, Q4 2009. This document focuses on the enterprise data (companies with 1,000 or more employees). Despite significant constraints imposed by the recession, still in effect today, enterprise applications are mission-critical assets that require on-going investments. Finance and accounting applications, in fact, showed the highest level of adoption and expansion plans among all enterprise apps. Another major takeaway from this study is the growth in Software-as-a-Service (SaaS), which is being chosen based on cost factors and speed of deployment.
April 2010	Business Process & Applications	Mentoring: Your Key To Growing Talent	Claire Schooley	Justify and quickly deploy the right solutions for financial, customer-facing, HR and other BPs
This short document will examine the components of mentoring technology, how the application creates value for organization, and information on the vendors that provide mentoring applications
April 2010	Customer Experience	Web Site User Experience 2010: US Banks	Ron Rogowski	Benchmark against competitors
How well do the top North American Retail Banks satisfy their checking customers on their Web sites?
April 2010	Technology Product Management & Marketing	Knowledge Assetization	Tim Harmon
There is great demand for knowledge value from tech vendors, in addition to their technology value. Case studies highlight how savvy tech vendors have applied product management methodologies to their knowledge assets, and business models to deliver such.
April 2010	null	Assessing System Management Infrastructure	Galen Schreck
This document continues research on assessing infrastructure architecture.
April 2010	Vendor Strategy	Preparing For 4G Application Opportunities	Michele Pelino	Position my company for success in today's competitive environment
Discuss the implication of 4G/LTE deployment on mobile applications and services for enterprises.
April 2010	Customer Experience	Customer Experience Index 2010 Snapshot: TV Service Providers	Bruce Temkin	Benchmark against competitors
Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's third annual Customer Experience Index (CxPi) — ranking 133 firms in 14 different industries. In this document, we examined the TV service providers on the list.
April 2010	Customer Experience	Customer Experience Correlates To Loyalty	Bruce Temkin	Design breakthrough interactions
This report will explain how and why customer experience directly correlates to loyalty.
April 2010	Consumer Product Strategy	A Consumer Product Strategist's Guide to Social Media	Doug Williams	Innovate products and services
A Consumer Product Strategist's Guide to Social Media
April 2010	Infrastructure & Operations	The Drivers For And Against Application And Desktop Virtualization	Benjamin Gray	Stay on top of technology innovations in IO
The report will analyze the drivers for and against commercial adoption of application and desktop virtualization.
April 2010	Infrastructure & Operations	Is CaaS in Your Future?	Elizabeth Herrell	Stay on top of technology innovations in IO
Communications as a Service (CaaS)is emerging to bring advanced unified communication solutons to business. While it is still in its early stage of deployments,CaaS offers a great potential for greater accessibility for communication services. Service providers deliver communication and collaboration solutions to companies as a fee based service offering that incorporates Web 2.0 technology with solutions from traditional premise based providers. New services delivered from the cloud include UC applications such as conferencing, messaging, presence, voice and video. With a strong potential for a rapid ROI, CaaS promises to be a major service during the coming years.
April 2010	Infrastructure & Operations	Contact Center Analytics Grows in Importance	Elizabeth Herrell	Implement the right technology solutions to improve efficiency and lower costs
Understanding customer behavior is increasingly important in managing contact centers. Although contact centers have a wealth of information on agent’s performance, much less is known on what customer’s are experiencing. This report provides an overview of the expanding role of customer analytics that provide insight into what concerns customers and helps contact center managers identify important issues early that may cause customer dissatisfaction or even attrition.
April 2010	Infrastructure & Operations	Midrange Storage Q2 2010	Andrew Reichman	Stay on top of technology innovations in IO
Details to come.
April 2010	Infrastructure & Operations	Infrastructure Silos Are Merging	James Staten	Stay on top of technology innovations in IO
As 10GbE rises on the horizon and virtualization becomes the standard, these trends are pressing on the walls of the infrastructure silos between storage, networking and server. Is this a good thing? What are the implications and what should you do about it.
April 2010	Security & Risk	Security Maturity Model	Khalid Kark, Rachel Dines	Build a security architecture to protect information assets and ensure security policy compliance
Details to come.
April 2010	null	Demystifying Tokenization and Transaction Encryption	John Kindervag
Looks at trends in PCI security including the concepts of tokenizing and encrypting cardholder data in such a manner so that the scope of PCI can be reduced.
April 2010	Security & Risk	PCI Xray	John Kindervag	Streamline security operations and drive efficiency throughout IT and the business
Part of PCI Xray series. Wireless Guidance: This document reviews the 2009 guidance provided by the PCI SSC regarding wireless security. It looks at the changes and impact to wireless security in the enterprise.
April 2010	Security & Risk	SOC (Security Operations Center) 2.0	John Kindervag	Streamline security operations and drive efficiency throughout IT and the business
The Security Operations Center is evolving into a more virtualized system that provides enhanced value to the organization. We call this SOC 2.0.
April 2010	Security & Risk	The State Of Strong Authentication In Government	Bill Nagel	Build a security architecture to protect information assets and ensure security policy compliance
This report examines the adoption of multifactor authentication in the government sector.
April 2010	null	The State Of Strong Authentication In (Online) Banking	Bill Nagel
This report examines the state of adoption of multifactor authentication for online banking.
April 2010	null	Developing Secure Applications	Chenxi Wang, Ph.D.			Best Practices With Case Study
details to come
April 2010	Security & Risk	Demystifying Cloud Security	Chenxi Wang, Ph.D.	Build a security architecture to protect information assets and ensure security policy compliance
details to come
April 2010	Security & Risk	Iaas Cloud: Location, location, location!	Chenxi Wang, Ph.D.	Streamline security operations and drive efficiency throughout IT and the business
Outsourcing to an IaaS cloud is one way for companies to reduce cost and increase operational flexibility. The elasticity, low entry costs, and ease of use of IaaS clouds are well suited to supporting applications that follow web or service-oriented architecture design, or fit well into virtual server environments. Their security, availability, and operational transparency are also rapidly maturing which can make them more suitable for a widening array of applications. However, IaaS clouds do not provide geographic ubiquity nor do they manage restrictions or comply with local privacy laws. These issues remain the responsibility of security and compliance personnel and ignoring these factors may be perilous for any multinational or non-US corporation.
April 2010	eBusiness & Channel Strategy	Where Online Researchers Search	Vanessa Niemeyer, Ph.D.	Adapt to changing customer buying and service behavior	Financial Services
This document shows where consumers who research financial products online go and which information they seek. This will be an M&SView and RoleView document. This document is part of the Segmenting Financial Consumers series.
April 2010	Business Process & Applications	Forrester TechRadar: Business Intelligence	Boris Evelson, James Kobielus	Deliver timely, trusted enterprise intelligence to cross-functional business processes		TechRadar™
BI is not just about reporting anymore. It is migrating from being a back and middle office productivity and efficiency gain tool to a major strategic corporate asset used for competitive differentiation. BI technologies, architectures and approaches are evolving across multiple dimensions. The Next Generation BI will involve such technologies as different user interfaces, actionable BI, predictive analytics, alternative DBMS and data modeling technologies.
April 2010	eBusiness & Channel Strategy	Frequently Asked Questions: Mobile Banking	Alexander Hesse	Adapt to changing customer buying and service behavior	Financial Services
This will be an M&SView and RoleView document.
April 2010	Business Process & Applications	Market Overview: BI Systems Integrators	Boris Evelson, Liz Herbert, Tim Sheedy	Deliver timely, trusted enterprise intelligence to cross-functional business processes
Selecting an effective business intelligence systems integration partner is key to the success of enterprise BI initiatves. This report will provide an overview of the major BI systems integration providers.
April 2010	Information & Knowledge Management	eDiscovery Best Practices Series (Part Two): Processing, Analysis, Review, and Production	Brian Hill	Mitigate risks associated with eDiscovery and compliance
Second in an eDiscovery series. The review phase of the eDiscovery process entails high costs for many enterprises. This report examines supporting technologies throughout processing, analysis, review, production, and presentation stages during litigation and highlights successful cost cutting approaches.
April 2010	eBusiness & Channel Strategy	How Big Should Your eCommerce Organization Be?	Bill Doyle	Justify and prioritize channel investments	Financial Services
This will be an M&SView and RoleView document.
April 2010	Business Process & Applications	Advanced Analytics Against Complex Content Types	James Kobielus	Deliver timely, trusted enterprise intelligence to cross-functional business processes
I&KM professionals are building ever more sophisticated business intelligence, predictive analytics and data mining applications that combine structured data with semi-structured content (e.g., XML, geospatial) and unstructured data types (e.g., binary large objects, application file formats). This document will discuss emerging best practices for converging complex data types in predictive analytics applications, analytic data marts, enterprise data warehouses, and extract transform load tools, including deployment of semantic web technologies such as RDF triple-stores, text analytics, ontologies, and auto-classification tools. This report will use the Forrester Best Practices methodology and involve user interviews for case studies.
April 2010	Business Process & Applications	Migration And Coexistence In The EMR Journey	Craig Le Clair	Optimize the business by bringing insights and predictive analytics to business processes
Our current, paper-based health information process wastes hundreds of billions of dollars annually. Transforming this into a streamlined 21st century electronic system will require moving though stages of maturity from paper-based, to hybrid environments, and ultimately to an interoperable online personal health record. The research will uncover today's state and the reality of migration and coexistence with EMR systems from an organization, cultural, and technical perspective. A three phase maturity model is introduced that reveals the points of integration, conflicts, and best practice. Emerging requirements that will shape the next three to five years will be highlighted.
April 2010	eBusiness & Channel Strategy	Trends in B2B eCommerce	Brian Walker	Adapt to changing customer buying and service behavior
Details to follow.
April 2010	eBusiness & Channel Strategy	Mobile Shopping Overview	Lauriane Camus	Benchmark against best practices
Details to follow.
April 2010	eBusiness & Channel Strategy	Social Shopping Update	Cristina Bugnaru	Build online strategies
Details to follow.
April 2010	Infrastructure & Operations	Corporate Desktop Operating System Trends, Q2 2009 To Q1 2010	Benjamin Gray	Stay on top of technology innovations in IO
This report will analyze the desktop operating system of more than 85,000 clients who visited www.forrester.com across more than 2,600 different companies from April 2009 through December 2009. This document is part of the Corporate Desktop Operating System Trends series.
April 2010	Customer Experience	The People Behind Great Customer Experiences	Megan Burns	Lead a customer experience transformation
This report will focus on the people behind great customer experiences, and what lessons they have to share.
April 2010	eBusiness & Channel Strategy	What Functionality US Financial Services Customers Want Via Their Mobile Devices	Peter Wannemacher	Adapt to changing customer buying and service behavior		Consumer Technographics
This will be an M&SView and RoleView document.
April 2010	null	Top predictions for CXP in 2010	Jonathan Browne
This report will explore the top predictions for CXP in 2010.
April 2010	Sourcing & Vendor Management	Identifying Your Process Gaps For Multisourcing	Euan Davis	Set a sourcing strategy aligned with organizational goals and stakeholder expectations
This tool will offer firms a way to test their internal processes and mechanisms for service integration. It will guide users towards where investments need to be made.
April 2010	null	Do CIOs Really Care About IT Management Tools?	Sharyn Leaver, Tim DeGennaro
The IT Management Tools category is a broad set of software tools designed to give managers the tools for completing and reporting on activity while offering reporting and analysis to executives. Although a popular topic for Forrester clients, interactions with CIOs have shown a split in the perception of value these tools create. Forrester surveyed its CIO Survey Panel to get a grasp on the level of understanding and interest CIOs have in IT Management Tools.
April 2010	Sourcing & Vendor Management	How Well Does Your EMEA Provider Continuously Improve Service?	Euan Davis	Meet value & price requirements through best practice vendor selection, negotiation & contracting
This report explores the tools and methodologies IT providers use to drive continuous service improvement. The document profiles the major providers in EMEA for the tools and account management processes they use to drive service improvement on outsourcing deals — users will be able to understand the different approaches IT providers use and how end-user firms can benefit from them.
April 2010	Sourcing & Vendor Management	Understanding The Processes Underpinning Service Integration	Euan Davis	Set a sourcing strategy aligned with organizational goals and stakeholder expectations
Moving to the multisourcing model requires firms to have a watertight interface for service delivery. This report explores the various processes and governance mechanisms that drive service integration in a systematic multisourcing model. It also directs where investments need to be made in preparation.
April 2010	Sourcing & Vendor Management	Lessons From Forrester's Services Procurement Client Reference Interviews	Patrick Connaughton	Find new suppliers to fulfill the organization's changing requirements
In conjunction with The Forrester Wave™: Services Procurement, Q1 2010
April 2010	Sourcing & Vendor Management	The Forrester Wave?: Services Procurement, Q1 2010	Patrick Connaughton	Find new suppliers to fulfill the organization's changing requirements		Forrester Wave
Our evaluation of tools for services procurement will identify the leading solutions available today, and assess the strengths and weaknesses of the major vendors.
April 2010	Sourcing & Vendor Management	Building A Next Generation VMO: Where Do We Go From Here?	Patrick Connaughton	Develop supplier performance through effective monitoring, governance, & prof. working relationships
Many companies have finally setup a VMO -- established a mission statement, hired the right resources and secured the funding. So what now? What are the highest impact deliverables a VMO should focus on creating? What services should the VMO formalize into repeatable offerings for their internal clients? It's time to take VMOs to the next level and this report will outline a few key steps to getting there.
April 2010	Sourcing & Vendor Management	Specialized Tools For Outsourcing Governance	Patrick Connaughton	Set a sourcing strategy aligned with organizational goals and stakeholder expectations
An overview of business service management (BSM) technologies that should be used to help manage outsourcing deals. This is an update to the 2007 report "Why Vendor Management Teams Need Specialized Tools For Outsourcing Governance."
April 2010	Sourcing & Vendor Management	BI Systems Integrators Market Overview	Tim Sheedy, Liz Herbert, Boris Evelson	Find new suppliers to fulfill the organization's changing requirements
This report will outline key providers in the business intelligence space spanning leading integrators for Oracle's Hyperion, SAP's Business Objects, IBM's Cognos, and other leading BI applications. Firms continue to invest in BI and analytics, sometimes as standalone and sometimes to unlock more value out of an existing ERP, SCM, or CRM deployment. With these investments, they often rely on third-party integrators to maximize return on investment, find the right skill sets, and achieve business results.
April 2010	null	Selecting A BI Systems Integrator
A catalog of business intelligence SIs to help you in the early stage of exploring providers.
April 2010	Sourcing & Vendor Management	Lessons From Forrester's eProcurement Client Reference Interviews	Duncan Jones	Meet value & price requirements through best practice vendor selection, negotiation & contracting
In Q4 2009, we interviewed 40 client references of leading eProcurement vendors and asked them questions about their vendor's strengths, weaknesses, and lessons learned throughout the implementation process. This report will look at some of the key takeaways from those interviews.
April 2010	Sourcing & Vendor Management	Oracle Applications Outsourcers	Liz Herbert, Bill Martorelli	Meet value & price requirements through best practice vendor selection, negotiation & contracting
Firms seeking to outsource their Oracle applications management have a range of options from the former Big 4, to Offshore-based firms, to Oracle itself, to outsourcing specialists. Who should firms looks at for particular scenarios? What are the trade-offs? What are the considerations to drive maximum value?
April 2010	Sourcing & Vendor Management	SaaS Roadmap	Liz Herbert	Set a sourcing strategy aligned with organizational goals and stakeholder expectations
Key Steps To Planning A SaaS Strategy for Your Firm from sourcing considerations, understanding the roadmaps of established and emerging SaaS vendors, SaaS SIs, ongoing SaaS vendor management, and protecting yourself in case of a vendor switch/exit.
April 2010	Sourcing & Vendor Management	Understanding The SAP Cloud Services Landscape	Liz Herbert, Bill Martorelli	Find new suppliers to fulfill the organization's changing requirements
Forrester is exploring the growing, yet still emerging landscape of SAP cloud services. As sourcing experts consider their SAP strategy, they seek to understand key questions such as: What are SAP cloud services? What vendors offer SAP cloud services? Where are their peers incorporating cloud services in their SAP strategy and why? What are the key considerations and tradeoffs?
April 2010	null	Software Licensing Trends	Holger Kisker, Ph.D.
to follow
April 2010	Customer Experience	The Forrester Wave: UK Interactive Agencies - Web Design Capabilities, Q1 2010	Jonathan Browne	Benchmark against competitors		Forrester Wave
Forrester evaluated the Web design capabilities of nine leading UK interactive marketing agencies across 18 criteria.
April 2010	Sourcing & Vendor Management	Stakeholders In The IT Sourcing Value Chain	Andrew Parker	Set a sourcing strategy aligned with organizational goals and stakeholder expectations
To launch into the new Forrester document series on the IT Sourcing Value Chain, this short doc will identify the main stakeholders in this picture, and how the value chain builds around their respective needs, expectations, and/or inputs and deliverables. It will lay a platform for a series of further research publications that will examine separate areas of the value chain, the relationships involved, and define the role of sourcing and vendor management teams in managing or responding to other stakeholders and contributors.
April 2010	Sourcing & Vendor Management	Desktop Managed Services Pricing And Charging Structure Evolution	Andrew Parker	Meet value & price requirements through best practice vendor selection, negotiation & contracting
Factors driving change in the enterprise desktop outsourcing and managed services market include new iterations of established technologies like Windows 7, emerging new technologies and delivery models such as SaaS and Cloud Computing, and the gathering importance of social technologies in the workplace. This second document in Forrester's Desktop Managed Services market trends series will examine how these forces of change will play out in terms of outsourcing and managed services charging structures and pricing. Sourcing groups will need to evolve strategies that accommodate to these new realities, and identify where they can drive value for their companies.
April 2010	Sourcing & Vendor Management	Company A's Best Practices For Sourcing Global Telecom Services	Brownlee Thomas, Ph.D.	Set a sourcing strategy aligned with organizational goals and stakeholder expectations
Case Study For Sourcing Model For Global Telecom Services [3rd in a series on global telecoms sourcing strategies].
April 2010	Sourcing & Vendor Management	Network And Telecoms Convergence For Global Enterprises	Brownlee Thomas, Ph.D.	Find new suppliers to fulfill the organization's changing requirements
VoIP offerings and considerations
April 2010	Sourcing & Vendor Management	Creating Innovation Requires Close Alignment With Technology Vendors	Chris Andrews	Set a sourcing strategy aligned with organizational goals and stakeholder expectations
In this piece, we will summarize the results of interviews with leading technology vendors about how they manage and measure innovation for their clients. We will focus on how technology service providers can help your organization integrate emerging technologies, and what questions you should ask them to help drive your own innovation agenda.
April 2010	Sourcing & Vendor Management	How To Evaluate The Technologies That Will Get You Business Results	Chris Andrews	Set a sourcing strategy aligned with organizational goals and stakeholder expectations
This research will explore how sourcing and vendor management professionals should think about the integration of emerging technologies, with a particular focus on the evaluation and contract negotiation phases of the sourcing process.
April 2010	Sourcing & Vendor Management	Best Practices: SAP Negotiation	Liz Herbert, Duncan Jones	Meet value & price requirements through best practice vendor selection, negotiation & contracting
Sourcing & Vendor Management professionals dealing with SAP can better control SAP license and maintenance costs if they learn from the experience of their peers and take advantage of any changes to SAP’s licensing policies or its negotiation approach.
April 2010	Sourcing & Vendor Management	Software Reseller Market Overview	Duncan Jones	Find new suppliers to fulfill the organization's changing requirements
This report will summarize the results of our survey of LARs, to show which vendors they support, which are global, and what other factors could be relevant to buyers' decisions when picking a LAR.
April 2010	Sourcing & Vendor Management	Software Pricing And Licensing Trends	Duncan Jones	Meet value & price requirements through best practice vendor selection, negotiation & contracting
2009 saw more rapid change in the world of software pricing and licensing than we've seen for several years. Technology and economic trends changed many of the old assumptions. Many vendors struggled financially, even the large ones, forcing them to rethink the way they do business. So what will happen in 2010? From analyzing what weve learned from our discussions with buyers and vendors over the last few months, Forrester will predict what will happen in 2010, what should happen, and what could happen, if buyers demand it.
April 2010	Sourcing & Vendor Management	Ideal Situations To Use Tier 2 Providers	Sudin Apte	Set a sourcing strategy aligned with organizational goals and stakeholder expectations
Most clients use tier two providers either for lower rates or as staff augmentation. But that may not be the best use of your mid-size specialists. This report will discuss actual examples of how clients benefit from tier two providers -- quite often in combination with top Indian or even multinational providers. The report will discuss how clients should view tier two and in which situations they should (and also should not) use tier 2 providers for specialization, innovation, and flexibility.
April 2010	Vendor Strategy	Application performance management wave	Jean-Pierre Garbani	Position my company for success in today's competitive environment		Forrester Wave
Application performance management wave
April 2010	eBusiness & Channel Strategy	B2B2C Case Study	Elizabeth Davis, Carrie Johnson	Build online strategies
This is a RoleView document.
April 2010	eBusiness & Channel Strategy	How Advertising and Video Affect Travel eBusiness	Henry Harteveldt	Choose technologies that drive sales and service
This is a RoleView document.
April 2010	null	SMB eCommerce Solutions Market Overview	Brian Walker
Details to follow.
April 2010	null	Mobile Shopping Overview	Patti Freeman Evans
Details to follow.
April 2010	eBusiness & Channel Strategy	Does Price Really Matter To Travelers?	Elizabeth Stark, Henry Harteveldt	Adapt to changing customer buying and service behavior
This is a RoleView document.
April 2010	eBusiness & Channel Strategy	Online Customer Service Functionality Review	Diane Clarkson	Benchmark against best practices
This is a RoleView document.
April 2010	Vendor Strategy	Case Study SAP/Nokia Original 1 Brand Protection	Stefan Ried, Ph.D.	Partner effectively to create a powerful ecosystem
SAP/Nokia Original 1 Brand Protection - details to follow
April 2010	Interactive Marketing	Managing Multi-Country Social Media Programs	Nate Elliott
Managing Multi-Country Social Media Programs
April 2010	eBusiness & Channel Strategy	2010 US Bank Public Web Site Rankings	Brad Strothkamp	Benchmark against best practices
Annual public site ranking of the top six US banks. Rankings will include the following firms: Bank of America, Chase, Citibank, PNC, US Bank, and Wells Fargo. This will be an M&SView and RoleView document.
April 2010	eBusiness & Channel Strategy	2010 US Bank Secure Web Site Rankings	Emmett Higdon	Benchmark against best practices
Annual secure site ranking of the top six US banks. Rankings will include the following firms: Bank of America, Chase, Citibank, PNC, US Bank, and Wells Fargo. This will be an M&SView and RoleView document.
April 2010	Vendor Strategy	Market Update: Sustainability And Green IT Services	Daniel Krauss	Position my company for success in today's competitive environment
Description to follow.
April 2010	Customer Experience	Customer Experience Index 2010: Internet Service Providers	Bruce Temkin	Benchmark against competitors
Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's third annual Customer Experience Index (CxPi) — ranking 133 firms in 14 different industries. In this document, we examined the internet service providers on the list.
April 2010	Customer Experience	Customer Experience Index 2010: Parcel Delivery/Shipping Firms	Bruce Temkin	Benchmark against competitors
Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's third annual Customer Experience Index (CxPi) — ranking 133 firms in 14 different industries. In this document, we examined the parcel delivery/shipping firms on the list.
May 2010	Information & Knowledge Management	The Forrester Wave: Message Archiving Software, Q2 2010	Brian Hill	Mitigate risks associated with eDiscovery and compliance
This report, which will be based on a Forrester Wave evaluation, will compare the leading message archiving software offerings.
May 2010	null	Enterprise Governance And IT Governance: Different Or The Same?	Craig Symons
IT governance is typically believed to be a subset of Enterprise governance. But with IT becoming ubiquitous and critical to the operation of core business processes, can this still be true?
May 2010	Customer Intelligence	How To Choose The Right CI Services Provider	Dave Frankland	Select marketing technology and services providers
DO NOT DISPLAY
May 2010	B2B Market Research	Forecast: Cloud IaaS	Frank Gillett	Power opportunity analyses with rich data insights
Forecast: Cloud Compute IaaS.
May 2010	CIO	Black Box To Glass Box Case Studies On IT Transparency	Craig Symons	Shape the IT organization for today and tomorrow
Case study of firms that have successfully made the transition to full transparency.
May 2010	Customer Intelligence	Social Intelligence In Regulated Industries	Zach Hofer-Shall	Select marketing technology and services providers
Coming soon...
May 2010	Consumer Product Strategy	Product Creation Stages: A Cross-Industry Perspective	Doug Williams	Create product and services propositions
Product Creation Stages: A Cross-Industry Perspective
May 2010	Information & Knowledge Management	Document Collaboration Takes To The Web	Sheri McLeish	Drive workforce productivity with the right tools and practices
Email remains the default approach to document collaboration, but is rife with inefficiencies. Today's Web-based document collaboration solutions can ease efforts to manage workflow, track and secure documents, and are fast to implement. This research looks at the benefits of reengineering document collaboration processes to take advantage of the Web.
May 2010	Vendor Strategy	Mobilizing Collaboration Offerings	TJ Keitt	Create an innovative portfolio of offerings, Power opportunity analyses with rich data insights
Mobile applications are all the rage with businesses as they give their employees access to services while on the road. In the collaboration realm, we are seeing collaboration and Web 2.0 creating applications for the easy to develop on iPhone. But how much collaboration can really be done on a mobile device? And should vendors be focusing so much on applications when it is more feasible to talk about developing for browsers?
May 2010	Customer Experience	The Future Of Rich Internet Applications	Ron Rogowski	Design breakthrough interactions
RIAs have become mainstream parts of overall customer experiences. This document will look at how RIAs will impact the future of online experiences.
May 2010	Customer Experience	Web-To-Phone User Experience 2010: PC Manufacturers	Adele Sage	Benchmark against competitors
How well do the top computer hardware manufacturers perform on our channel pair evaluations?
May 2010	Vendor Strategy	SWOT Analysis - Managed Security Service Providers	Jonathan Penn	Position my company for success in today's competitive environment
SWOT analysis of managed security service providers.
May 2010	Technology Product Management & Marketing	Demand Insights: The SMB Applications Market	Tim Harmon
SMBs exhibit different needs, values, and investment patterns in business applications - particularly ERP, HCM, and customer service management - than large enterprises. Vendor strategists and tech marketers need to map their business models and programs to SMB customers' demand attributes.
May 2010	Vendor Strategy	Is Technology Populism A Threat To Collaboration Software Vendors?	TJ Keitt	Position my company for success in today's competitive environment
A look at consumerization and how it is affecting the adoption of collaboration software and other productivity applications. Plus a look at how we see this evolving over time.
May 2010	Customer Intelligence	Marketing Technology Adoption 2010	Suresh Vittal	Select marketing technology and services providers
DO NOT DISPLAY
May 2010	eBusiness & Channel Strategy	Common eBusiness Job Descriptions And Salary Ranges	Elizabeth Davis, Carrie Johnson	Benchmark against best practices
This is a RoleView document.
May 2010	eBusiness & Channel Strategy	Travel And Alternative Payments	Elizabeth Stark, Henry Harteveldt	Choose technologies that drive sales and service
This is a RoleView document.
May 2010	Customer Experience	How Satisfied Are Consumers With Store-To-Web Shopping?	Adele Sage	Lead a customer experience transformation
Consumers report low satisfaction rates with interactions that involve researching in the store and then buying online.
May 2010	Business Process & Applications	Improving Content-Centric Business Processes With Analytics	Craig Le Clair	Optimize the business by bringing insights and predictive analytics to business processes
An important technology for taming untamed processes will be content analytics. And hundreds of companies are emerging to help with the effort. But what are the most important use cases that can benefit? And what firms will emerge to help? A market framework for anaytics supporting the gap between structured and unstructured infromtion will be provided to look at use case that provide business insight, better support of ECM goals of document classification, capture, content migration, and process efficiency.
May 2010	Vendor Strategy	SWOT: Middleware Vendor Tier 2	Stefan Ried, Ph.D.	Position my company for success in today's competitive environment
SWOT of Tier 2 Middleware Vendors
May 2010	Infrastructure & Operations	Tips To Measure Your Green IT Baseline	Doug Washburn	Stay on top of technology innovations in IO
Forrester's green IT baseline will provide you with an annual estimate of the energy consumption, CO2 emissions, and financial costs of operating your IT environment. Not only will this data offer a practical green IT starting point by exposing your most eco-taxing assets, but without it you cannot accurately quantify, and then report to senior management, the benefits of your greening efforts. But to calculate a meaningful green IT baseline, you need an accurate estimate of how many IT assets you manage, their hours of operation and energy draw, your price per kilowatt, and more. Forrester recommends a number of tips -- from do-it-yourself tactics to professional advisory services -- that can help you drive accuracy in your green IT baseline calculation.
May 2010	Vendor Strategy	Market Update: The State Of Enterprise Green IT Adoption, Q2 2010	Daniel Krauss	Position my company for success in today's competitive environment
Description to follow.
May 2010	eBusiness & Channel Strategy	Financial Services Web Sites Should Offer Product Selection Tools	Brad Strothkamp	Build online strategies
This document explains why offering product selection tools is important for financial services firms. It also advises eBusiness and channel managers on how to build good product selection tools and shows global best practices. This will be an M&SView and RoleView document.
May 2010	eBusiness & Channel Strategy	Driving Sales With Proactive Chat	Diane Clarkson	Choose technologies that drive sales and service
This is a RoleView document.
May 2010	null	eCommerce Functionality Review: Checkout	Patti Freeman Evans
An analysis of checkout functionality for the eBusiness professional.
May 2010	eBusiness & Channel Strategy	The Technologically-Phobic Traveler	Henry Harteveldt	Adapt to changing customer buying and service behavior
This is a RoleView document.
May 2010	Customer Experience	Customer Experience Index 2010: Airlines	Bruce Temkin	Benchmark against competitors
Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's third annual Customer Experience Index (CxPi) — ranking 133 firms in 14 different industries. In this document, we examined the airlines on the list.
May 2010	Customer Experience	Customer Experience Index 2010: Investment Firms	Bruce Temkin	Benchmark against competitors
Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's third annual Customer Experience Index (CxPi) — ranking 133 firms in 14 different industries. In this document, we examined the investment firms on the list.
May 2010	Vendor Strategy	Tech Horizon: dynaTrace business transaction management	Jean-Pierre Garbani	Create an innovative portfolio of offerings
Tech Horizon: dynaTrace business transaction management
May 2010	Customer Experience	Persona Best Practices of UK Agencies	Jonathan Browne	Design breakthrough interactions
This report will examine the best practices for creating personas by UK agencies.
May 2010	eBusiness & Channel Strategy	How To Find US Investor Segments	Bill Doyle	Adapt to changing customer buying and service behavior	Financial Services
This will be an M&SView and RoleView document.
May 2010	Vendor Strategy	Tomorrow's Security Leaders: Providing IT Security For A BT World	Jonathan Penn
To follow
May 2010	Technology Product Management & Marketing	Are Business Technology Buyers in Big Companies in Big Cities in Emerging Markets Different?	Jennifer Belissent, Ph.D.	Build business with effective channel partners
Report depicts the evolution of the IT industry in emerging markets looking at which vertical industries develop first from a technology perspective.
May 2010	Customer Experience	Document Usability Best Practices	Elizabeth Boehm	Design breakthrough interactions
report will explore the layout and design practices for paper-based communications that make documents accessible to all audiences.
May 2010	eBusiness & Channel Strategy	Trends: Agents And eBusiness	Chad Mitchell	Build online strategies	Financial Services
This will be an M&SView and RoleView document.
May 2010	eBusiness & Channel Strategy	How US Financial Services Customers Use Comparison Web Sites	Peter Wannemacher	Adapt to changing customer buying and service behavior	Financial Services
This will be an M&SView and RoleView document.
June 2010	Business Process & Applications	Is BPM The New Language Of IT To BT?	Craig Le Clair	Optimize the business by bringing insights and predictive analytics to business processes
Communication is critical for stronger IT to BT alignment. BPM sits at a critical juncture between the two often with business analysts taking the lead role in communicating and translating requirements. BPM as a discipline is ripe to provide the semantic context for these discussions. And if so what form should it take and what organizational impacts will it have?
June 2010	Vendor Strategy	Microsoft's Multiple Cloud Computing Plays	Frank Gillett	Create an innovative portfolio of offerings
Microsoft's Multiple Cloud Computing Plays
June 2010	Security & Risk	Zerop Trust Model For Information Security - All Networks Need To Be Untrusted	John Kindervag	Build a security architecture to protect information assets and ensure security policy compliance
details to come
June 2010	Security & Risk	Hackers Versus Executives	John Kindervag	Build a security architecture to protect information assets and ensure security policy compliance
details to come
June 2010	Infrastructure & Operations	Q&A: Your Top Cloud Computing Questions	James Staten	Stay on top of technology innovations in IO
Details to come.
June 2010	Vendor Strategy	Small and Medium Business (SMB) Mobility Trends	Michele Pelino	Position my company for success in today's competitive environment
Leverage new survey Data to profile the mobility needs of SMBs.
June 2010	Security & Risk	Forrester Wave - Data Leak Prevention	Andrew Jaquith	Build a security architecture to protect information assets and ensure security policy compliance		Forrester Wave
This report evaluates eight enterprise data leak prevention (DLP) vendors.
June 2010	Security & Risk	Security Implications Of Smart City Infrastructure	Usman Sindhu	Build a security architecture to protect information assets and ensure security policy compliance
This will be follow up to the Smart City doc. This will lay out security implications of the critical infrastrcuture components.
June 2010	Customer Experience	Emotional Experience Design Self-Test	Ron Rogowski	Design breakthrough interactions
How well does your firm's site cater to the emotional needs of its users?
June 2010	eBusiness & Channel Strategy	The Multichannel Maturity Framework	Chad Mitchell	Build online strategies	Financial Services
This will be an M&SView and RoleView document. This document is part of the How German Consumers Use Financial Channels series.
June 2010	CIO	Future Models For IT	Marc Cecere	Stay ahead of key technology trends and innovation
New IT models are emerging from experiments by IT shops and innovative thinking by management consulting firms. These models attempt to overcome the silos within IT and between IT and the business. However, with short track records, these models have shown they have significant advantages and risks. This session will describe these emerging models, and predict what will work and what won’t.
June 2010	Customer Intelligence	The Road To The Online Marketing Suite	Suresh Vittal	Measure and optimize marketing performance across channels
DO NOT DISPLAY
June 2010	Customer Intelligence	The Business Impact Of Customer Intelligence	Dave Frankland
DO NOT DISPLAY
June 2010	Technology Product Management & Marketing	The Impact of SaaS, Appliance, and PaaS Models on the SMB Market	Tim Harmon	Drive client value and profits via effective product management
What is the uptake by SMBs of SaaS, applicance, and cloud computing delivery models, and what does their convergence bode for the future?
June 2010	null	The Forrester Wave: Enterprise Business Intelligence Platforms, Q2 2010	Boris Evelson			Forrester Wave
This will be an update to the Q3 2008 Enterprise BI Wave
June 2010	Vendor Strategy	Case Study: Proactive Management	Jean-Pierre Garbani	Create an innovative portfolio of offerings
Case Study: Proactive Management
June 2010	eBusiness & Channel Strategy	LGBT Online Travel	Henry Harteveldt	Adapt to changing customer buying and service behavior
This is a RoleView document.
June 2010	null	Product Content Management Solutions Explored	Brian Walker
Details to follow.
June 2010	eBusiness & Channel Strategy	Using Customer Service To Differentiate Travel Websites	Diane Clarkson	Benchmark against best practices
This is a RoleView document.
June 2010	null	The Future Of Search	Shar VanBoskirk
The Future Of Search
June 2010	null	US Interactive Marketing Forecast	Shar VanBoskirk
US Interactive Marketing Forecast
June 2010	null	The Online Advertising Ecosystem	Shar VanBoskirk
The Online Advertising Ecosystem
June 2010	null	Introduction to B2B Social Marketing	Michael Greene
Introduction to B2B Social Marketing
June 2010	null	IM Industry Benchmark: B2B Financial Services	Michael Greene
IM Industry Benchmark: B2B Financial Services
June 2010	null	IM Industry Benchmark: B2B Healthcare	Michael Greene
IM Industry Benchmark: B2B Healthcare
June 2010	null	PR Interactive Marketing	Sean Corcoran
PR Interactive Marketing
June 2010	null	Social Maturity Model	Sean Corcoran
Social Maturity Model
June 2010	Vendor Strategy	Market Update: Enterprise Carbon And Energy Management Systems	Daniel Krauss	Position my company for success in today's competitive environment
To follow.
June 2010	CIO	Leading Your IT Workforce Transition	Marc Cecere	Shape the IT organization for today and tomorrow
Emerging IT models that break the barriers within IT and between IT and its’ customers will put stress on IT skills. Companies making a transition need to define their target state, determine the gaps and develop strategies for filling those gaps. This session will identify those key skills and how to get them.
June 2010	Application Development & Program Management	Forrester Wave: Business Integration Tools, Q2 2010	Ken Vollmer	Choose and deliver applications, technology, and architecture to support the business strategy		Forrester Wave
An evaluation of tools in the business integration tools market.
June 2010	eBusiness & Channel Strategy	Five Ways Social Computing Affects eBusiness In Financial Services	Bill Doyle, Brad Strothkamp	Adapt to changing customer buying and service behavior	Financial Services
This will be an M&SView and RoleView document.
June 2010	Infrastructure & Operations	The ROI Of Windows 7	Benjamin Gray	Implement the right technology solutions to improve efficiency and lower costs
This report will include a Total Economic Impact™ (TEI) analysis of Windows 7.
June 2010	Infrastructure & Operations	Adapting Skills In The Age Of Operational Automation	Glenn O'Donnell	Build and lead a high-performing infrastructure and operations team
Details to come.