Basics of Forrester<br /><ul><li>Forrester Research, Inc. (Nasdaq: FoRR) is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology
Peer-to-peer executive programs</li></li></ul><li>Basics of Forrester (2)<br /><ul><li>Founded</li></ul>1983 by George F. Colony<br /><ul><li>Headquarters</li></ul>400 Technology Square, Cambridge, MA 02139 USA<br /><ul><li>Employees</li></ul>1,120 (as of March 31, 2011), more than 401 of whom are research professionals<br /><ul><li>Ranked</li></ul>80th on Forbes’ America’s 200 Best Small Companies (October 2008)<br />Named one of the 100 Fastest-Growing Companies by Fortune Small Business (2007)<br />Named in The Boston Globe 100: The Best of Massachusetts Business (financial ranking) for the 13th consecutive year (2010)<br />Ranked in The Boston Globe’s 100 Top Places to Work (November 2008)<br />
The Forrester difference<br />Forrester delivers highly relevant research-based services aligned to your agenda — not ours. Our Role Manifesto represents this distinct commitment.<br /><ul><li>We put roles first. That means you first. That means the first impression you have of us, whether we're communicating to you in person or virtually, is that we know your role — we cultivate a deep understanding of the role you fulfill within your organization and the specific challenges and goals that drive you.
We operate with a clear understanding of our clients' needs. Diving deep into your role enables us to work as a trusted advisor who understands which priorities are key to helping you solve a problem or seize an opportunity.
We get personal with our clients. It's all about trust. We are the most valuable to our clients who trust us. Once we've earned it, that's when we create and deliver the most relevant research-based services you need to achieve success . . . faster.</li></li></ul><li>Top 10 Trends For Customer Service In 2011<br /><ul><li>Trend 1: Organizations Standardize Customer Service Across Communication Channels
Trend 2: The Universal Customer History Record Becomes A Reality
Trend 3: Knowledge Management Becomes The Linchpin For Outstanding Service
Trend 4: Business Process Management Extends Its Reach To The Front Office
Trend 5: Customer Communities Grow In Importance For Customer Service
Trend 6: End-To-End Customer Feedback Processes Across Channels Rise
Trend 7: Mobility Becomes A Must-Have Capability
Trend 8: Customer Service Adopts Real-Time Methods
Trend 9: Best-Of-Breed Solutions Are Challenged To Prove Value
Trend 10: SaaS For Customer Service Becomes A Credible Option</li></li></ul><li>15 technology trends to watch out for<br />1. Next-gen BI takes shape, combining real-time access with pervasiveness, agility, and self-service<br />2. Business rules processing and policy-based SOA move to the mainstream<br />3. SaaSand cloud-based platforms become standard<br />4. System management enables continued virtualisation<br />5. Collaboration platforms become people-centric<br />6. Event-driven patterns demand attention<br />7. Customer community platforms integrate with business apps<br />8. Apps and business processes go mobile on powerful devices and faster networks<br />9. Analytics target text and social networks<br />10. IaaSfinds a broader audience<br />11. IT embraces planning and analysis tools to manage the future<br />12. BPM will be Web-2.0-enabled<br />13. Client virtualisation is ubiquitous<br />14. Master data management matures<br />15. Telepresencegains widespread use<br />