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  • Get ready for street commerce

    According to MIT Sloan, the global customer relationship management (CRM) market exceeds $50 billion annually and yet consistently 55-75 per cent of implementations fail to meet the expectations of business stakeholders. There are case studies of successful CRM projects, but it raises the question of the validity of building silos of customer data in the belief that it adds intrinsic value to the enterprise balance sheet or the customer experience. Will emerging technologies change the way we think about managing customer relationships and interactions?

    Written by Scott Stewart • 14 Feb. 12 10:36

  • Make mobility standard business practice

    Currently many IT departments have ‘mobility’ people. They manage the BlackBerry Enterprise Server (BES), are the people who set up and administer iPhones, Android devices and Windows Mobile smartphones, and are often the go-to people for mobilising applications.

    Written by Tim Sheedy • 21 Sept. 11 10:00

  • How to achieve better results from your Oracle negotiation

    From its organisational complexity, to the challenge of finding good negotiation leverage, this growing technology giant can be one of the most challenging to work with. A recent survey of 20 different Oracle customer organisations within Forrester's Sourcing and Vendor Management (SVM) Leadership Council found that across the board, the primary point of contention was Oracle's lack of flexibility on price model evolution, volume/scope changes, and overall business transparency (such as pricing). Council members also expressed that from their perspective, Oracle constantly tries to upsell and increase their costs.

    Written by Duncan Jones • 07 July 11 08:04

  • What do data centres and iPads have in common?

    Judging by the hardware announcements coming out of the Consumer Electronics Show (CES) in Las Vegas, you’d have to agree 2011 is a stellar year to be a consumer. It might actually be the best year on record.

    Written by Trevor Clarke • 22 April 11 09:00

  • The era of empowerment

    As we describe in Forrester’s new book Empowered, your customers are empowered by better information than ever before. They can check a price, read a product review, or ask for advice from a friend right from the screen of their smartphone.

    Written by Tim Sheedy • 23 Dec. 10 09:00

  • Bridging the CEO expectation gap

    Meeting expectations, particularly those of the chief executive officer (CEO), remains one of the persistent challenges facing many of our CIO clients.

    Written by Poh-Ling Lee • 18 Oct. 10 07:00

  • CIOs: Empower your employees' use of consumer tech

    How empowered are your employees to solve customer and business problems? What's your role in empowering them? These questions are often absent from IT's mission, but not from the minds of those it serves.

    Written by Ted Schadler • 01 Sept. 10 07:53
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    Collaborate or perish

    Speaking to Australian CIOs about their current challenges, collaboration is emerging as the ‘next big thing’ for IT departments in Australia. The days of trying to justify IT investments in portals and next generation messaging and communications services are behind us. Now, the business is beating a path to IT’s door, demanding better tools to enable more effective collaboration. So what has changed?

    Written by Tim Sheedy • 03 Aug. 10 10:18

  • Restricting access to social media can seriously damage your business

    In the past year or so, it has been amazing to witness organisations finding ways of using social media to engender innovation and creativity. By offering employees full access to these tools, innovative use of applications like Twitter and Facebook can come from all parts of the organisation. Restricting access to social media risks placing an organisation at a competitive disadvantage.

    Written by Andrew Milroy • 03 Aug. 10 09:34
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