Forrester

Making Leaders Successful Every Day August ##, #### Making The SaaS And Collaboration Marriage Work by TJ Keitt for Vendor Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals ExECUTIvE SUMMARy In previous research, Forrester created four segments of consumers based

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Business Process & Applications Professionals ExECUTIvE SUMMARy Milestones in regulation such as the USA PATRIOT Act

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Application Development & Program Management Professionals ExECUTIvE SUMMARy In today#;s world, organizations must balance the

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Infrastructure & Operations Professionals ExECUTIvE SUMMARyT Telecom expense management (TEM) solutions aren#;t new, but with

Making Leaders Successful Every Day August ##, #### SOA Centers Of Excellence: The Five Most Valuable Practices That Keep SOA On Track by Randy Heffner for Enterprise Architecture Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly

Making Leaders Successful Every Day August ##, #### Western European Mobile Forecast, #### To #### by Thomas Husson for Consumer Product Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Making Leaders Successful Every Day August ##, #### European IT Market Outlook: #### To #### by Andrew H. Bartels and Peter O#;Neill for Vendor Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information

Making Leaders Successful Every Day August ##, #### Web Conferencing #### Market Overview by Ted Schadler and Claire Schooley for Information & Knowledge Management Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals ExECUTIvE SUMMARy Proving the business value of a better online experience is

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Information & Knowledge Management Professionals Includes a case study ExECUTIvE SUMMARy Globalization and the desire to

Making Leaders Successful Every Day August ##, #### Best And Worst Of UK Brand Building Web Sites, ####: Internet Service Providers by Jonathan Browne for Customer Experience Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited

Making Leaders Successful Every Day August ##, #### Persona Best Practices Of Interactive Agencies by Vidya L. Drego for Customer Experience Professional © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available

Making Leaders Successful Every Day August ##, #### Market Update: Human And Social Services Enterprise Software by Gene Leganza for Enterprise Architecture Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Application Development & Program Management Professionals ExECUTIvE SUMMARy VMware#;s ambition is to expand up the

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy Consumer-directed health plans (CDHPs

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Interactive Marketing Professionals Includes data from Consumer Technographics® ExECUT I v E S U M

Making Leaders Successful Every Day August ##, #### The Business Case for BI: Now More Critical Than Ever by Boris Evelson for Business Process & Applications Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is

Making Leaders Successful Every Day August ##, #### #### Canadian Bank Secure Web Site Rankings by Emmett Higdon for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Sourcing & Vendor Management Professionals ExECUTIVE SUMMARy For many IT sourcing customers, the arguments and potential

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Sourcing & Vendor Management Professionals ExECUTIVE SUMMARy Forrester#;s data shows that an increasing number of

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For CIOs ExECUTIvE SUMMARy There is no shortage of articles, reports, and blogs on the topic

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Interactive Marketing Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy Social technologies continue to grow

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Application Development & Program Management Professionals ExECUTIvE SUMMARy The application portfolios of large IT organizations are

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Enterprise Architecture Professionals ExECUTIvE SUMMARy IT organizations that are seeking to drive down operating costs

Making Leaders Successful Every Day August ##, #### | Updated: August ##, #### European Online Banking Holdouts Want Security Guarantees by Alexander Hesse and Lauriane Camus for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is

Making Leaders Successful Every Day August ##, #### Untamed Business Processes: When Even The Best Of Intentions Go Awry by Craig Le Clair for Business Process & Applications Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited

Making Leaders Successful Every Day August ##, #### Help Your Customers Cut Through The Alternative Payments Clutter by Patti Freeman Evans for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For eBusiness & Channel Strategy Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy Investor adoption of eStatements

Making Leaders Successful Every Day August ##, #### Five Steps To Transform An IT Organization by Marc Cecere for CIOs © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions

Making Leaders Successful Every Day August ##, #### | Updated: August ##, #### European Online Banking Users Employ Few Features by Vanessa Niemeyer, Ph.D., and Lauriane Camus for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals ExECUTIVE SUMMARy The recession rumbles on, and, although summer has arrived (for

Making Leaders Successful Every Day August ##, #### Global Banking Platform Deals ####: Functionality by Jost Hoppermann for Enterprise Architecture Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources

Making Leaders Successful Every Day August ##, #### How Consumers Connect Around The World by Julie A. Ask for Consumer Product Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Making Leaders Successful Every Day August ##, #### SOA Security ####: Products And Specifications by Randy Heffner for Enterprise Architecture Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy Congress is struggling with healthcare

Making Leaders Successful Every Day August ##, #### With"##g,"Oracle Steps Out Of IBM#;s Middleware Shadow by Jeffrey S. Hammond and John R. Rymer for Application Development & Program Management Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals ExECUTIVE SUMMARy We published a Forrester WaveTM on IT asset life-cycle

Making Leaders Successful Every Day August ##, #### Business Intelligence (BI) Polishes Its Crystal Ball by James Kobielus, Boris Evelson, and Leslie Owens for Business Process & Applications Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited

Making Leaders Successful Every Day August ##, #### Five Additional Options To Consider For Web Content Management by Stephen Powers and Tim Walters, Ph.D. for Information & Knowledge Management Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is

Making Leaders Successful Every Day August ##, #### Outsourcing SAP Operations Expands With Economic Uncertainty by Bill Martorelli and Liz Herbert for Sourcing & Vendor Management Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Sourcing & Vendor Management Professionals ExECUTIVE SUMMARy Both suppliers and their clients continue to struggle with

Making Leaders Successful Every Day August ##, #### Best And Worst Of Financial Services Brand Building Web Sites, ####: Credit Card Providers by Ron Rogowski for Customer Experience Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For eBusiness & Channel Strategy Professionals ExECUTIvE SUMMARy Forrester recently surveyed its eBusiness And Channel Strategy Professional

Making Leaders Successful Every Day August ##, #### Best Practices: Five Strategies For Customer Service Social Media Excellence by Natalie L. Petouhoff, Ph.D. for Business Process & Application Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Security & Risk Professionals ExECUTIvE SUMMARy Ingres, an open source database software and support services provider

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For CIOs ExECUTIvE SUMMARy At Forrester#;s IT Forum in Las Vegas in May ####, we

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Enterprise Architecture Professionals ExECUTIvE SUMMARy Case studies are often the best way to illustrate technology

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Business Process & Applications Professionals ExECUTIvE SUMMARy Infusionsoft is a Web-based provider of marketing automation

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Technology Sales Enablement Professionals Includes data from Business Data Services, Client Choice topic ExECUTIvE SUMMARy

Making Leaders Successful Every Day August ##, #### Best And Worst Of Financial Services Brand Building Web Sites, ####: Banks by Ron Rogowski for Customer Experience Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information

Making Leaders Successful Every Day August ##, #### The State Of Retailing Online ####: Merchandising And Web Optimization by Sucharita Mulpuru for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Business Process & Applications Professionals ExECUTIvE SUMMARy Sage North America, a leading provider of customer relationship

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Business Process & Applications Professionals ExECUTIvE SUMMARy When Lenovo acquired the IBM PC Computing division, it

Making Leaders Successful Every Day August ##, #### Best Practices: Identity Management In The Cloud by Andras Cser for Security & Risk Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available

Making Leaders Successful Every Day August ##, #### | Updated: September ##, #### Contact Center Purchase Plans And Trends In #### by Elizabeth Herrell for Infrastructure & Operations Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information

Making Leaders Successful Every Day August ##, #### A Deep Dive Into European Consumers#;Online Behavior, #### by Olesia Klevchuk for Consumer Market Research Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based

Making Leaders Successful Every Day August ##, #### Case Study: How Commonwealth Bank Of Australia Redesigned The Secure Site For Sales by Vanessa Niemeyer, Ph.D. for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction

Making Leaders Successful Every Day August ##, #### US Teen Millennials Underscore The Vital Nature Of The Online Channel To Financial Services by Brad Strothkamp and Peter Wannemacher for eBusiness And Channel Strategy Professionals © ####, Forrester Research, Inc. All rights

Making Leaders Successful Every Day August ##, #### Tier Your Workforce To Save Money With Cloud-Based Corporate Email by Ted Schadler for Information & Knowledge Management Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information

Making Leaders Successful Every Day August ##, #### Forrester TechRadarTM For BP&A Pros: Business Process Management Suites, Q# #### by Clay Richardson, Ken Vollmer, and Craig Le Clair for Business Process & Applications Professionals © ####, Forrester Research, Inc. All rights

Making Leaders Successful Every Day August ##, #### Europeans#; Social Networking Use Accelerates by Rebecca Jennings for Interactive Marketing Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions

Making Leaders Successful Every Day August ##, #### | Updated: August ##, #### Use Online Communities For Strategic Insight by Lisa Bradner for Marketing Leadership Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy More than half of US

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Infrastructure & Operations Professionals ExECUTIvE SUMMARy While many businesses express high interest in deploying unified communications

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals ExECUTIVE SUMMARy In a recent survey of technology strategy and marketing professionals

Making Leaders Successful Every Day August ##, #### Craft Your CRM Investment Plans In Light Of Technology Adoption Patterns by William Band for Business Process & Applications Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information

Making Leaders Successful Every Day August ##, #### The IT Management Software Megavendors by Jean-Pierre Garbani and Peter O#;Neill for Vendor Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Interactive Marketing Professionals ExECUT I v E S U M MA Ry Social marketing is

Making Leaders Successful Every Day August ##, #### Refresh Your Information Management Strategy To Deliver Business Results by Rob Karel and James G. Kobielus for Information & Knowledge Management Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Sourcing & Vendor Management Professionals ExEcutivE Summary Offshore service propositions are filtering down to the European

Making Leaders Successful Every Day August ##, #### Understanding Today#;s Demand For IT Services by Tim Sheedy and Andrew Bartels for Vendor Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Security & Risk Professionals ExEcutivE Summary For the past ## years, Active Directory (AD) has remained

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For CIOs ExECUTIvE SUMMARy Most CIOs have inherited mature enterprise resource planning (ERP) implementations. As the

Making Leaders Successful Every Day August ##, #### | Updated: November #, #### The Forrester WaveTM: SAP Implementation Providers, Q# #### by Liz Herbert for Sourcing & Vendor Management Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited

Making Leaders Successful Every Day August ##, #### Case Study: Sovereign Bank Improves Multichannel Selling With Online Advice Tool by Chad Mitchell for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Application Development & Program Management Professionals ExECUTIvE SUMMARy When faced with a mandate to improve its

Making Leaders Successful Every Day August ##, #### Retail CIOs: Prepare For Retail #### by George Lawrie for CIOs © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect

Making Leaders Successful Every Day August ##, #### Air Passenger Interest In In-Flight Internet Access Grows by Henry H. Harteveldt and Elizabeth Stark for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Consumer Product Strategy Professionals ExECUT I v E S U M MA Ry Thanks to

Making Leaders Successful Every Day August #, #### The Forrester WaveTM: US Interactive Agencies -- Strategy And Execution, Q# #### by Sean Corcoran for Interactive Marketing Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is