Breakout Vendors: Agile Requirements Management · PDF fileBreakout Vendors: Agile Requirements Management ... Jama Software, ... integrates with developer-friendly tools like Atlassian

Breakout Vendors: Agile Requirements ManagementFour Vendors That Help Dev Teams Modernize Requirements Management

by Amanda leClair and Kurt BittnerJune 3, 2016

FOR APPlICATION DEVElOPMENT & DElIVERy PROFESSIONAlS

FORRESTER.COM

Key TakeawaysNew Approaches Overcome Past CriticismsRequirements have a bad rep, but the blame truly rests on the traditional process and not requirements themselves. Agile requirements approaches eliminate empty ceremonies to focus on delivering business value.

New Approaches Create New ChallengesOrganizations cannot make the necessary changes by adopting tools alone; they need to change their cultures as well. New tools help catalyze the change by removing barriers and making new processes more intuitive.

Innovative Vendors Offer Tools That Manage Experiences, Not RequirementsWhen organizations manage requirements as an endless list of must-haves, they lose sight of customers’ experience. But these four leading-edge vendors enable collaborative approaches that keep customer experience (CX) front and center.

Why Read This ReportThe problems surrounding software requirements are as old as software itself: Requirements are never specific enough, they take too long, and developers and testers often misinterpret them. Agile requirements practices require discipline, but when you do them right, they enable development teams to meet user needs faster. This report profiles four breakout vendors that have built Agile functionalities for requirements management that help application development and delivery (AD&D) teams communicate easily while keeping the customer at the center of their design process.

2

2

4

5

6

8

10

11

13

© 2016 Forrester Research, Inc. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. Unauthorized copying or distributing is a violation of copyright law. [email protected] or +1 866-367-7378

Forrester Research, Inc., 60 Acorn Park Drive, Cambridge, MA 02140 USA+1 617-613-6000 | Fax: +1 617-613-5000 | forrester.com

Table Of Contents

The Requirements Conundrum: Most Are Not Really “Required”

Agile Requirements Approaches Uncover “True” Requirements

Breakout Vendors Support A Requirements Revolution

TandemSeven Brings Design Thinking To The Requirements Problem

Blueprint Helps Customers Autogenerate And Integrate User Stories

Jama Makes Requirements Collaboration As Easy As Social Networking

Micro Focus Manages Requirements Across The Agile Life Cycle

What It Means

Agile Is Here To Stay, And Requirements Vendors Are Responding

Supplemental Material

Notes & Resources

Forrester interviewed four vendor companies: Blueprint Software Systems, Jama Software, Micro Focus, and TandemSeven.

Related Research Documents

Brief: Software Requirements Practices Are Ripe For Disruption

Bring Design Practices To Application Development

TechRadar™: Modern Software Requirements Management Tools, Q2 2016

FOR APPlICATION DEVElOPMENT & DElIVERy PROFESSIONAlS

Breakout Vendors: Agile Requirements ManagementFour Vendors That Help Dev Teams Modernize Requirements Management

by Amanda leClair and Kurt Bittnerwith Christopher Mines, Taylor Turrisi, Allegra Burnette, and Peter Harrison

June 3, 2016

http://www.forrester.com/go?objectid=RES115852






http://www.forrester.com/go?objectid=BIO8404




For ApplicAtion Development & Delivery proFessionAls

Breakout Vendors: Agile Requirements ManagementJune 3, 2016

© 2016 Forrester research, inc. Unauthorized copying or distributing is a violation of copyright law. [email protected] or +1 866-367-7378

2

Four Vendors That Help Dev Teams Modernize Requirements Management

The Requirements Conundrum: Most Are Not Really “Required”

Requirements have challenged AD&D pros since the writing of the first application. No matter how much time teams spent eliciting, documenting, and reviewing requirements, they were neither precise nor complete enough to avoid quality problems in the finished product. The problem is not inherently requirements themselves — it’s good to have a solid idea of what an application must do. However, formal requirements processes are often no more than empty ceremonies to complete a checklist because they:

› Rely on subjective opinions and have too many barriers to feedback . . . Even users admit that they don’t always know what it is they want out of an application, and it turns out that experts are no better at defining those needs than developers.1 Therefore, all parts of the business fill requirements documents with subjective, albeit educational, guesses. The requirements then often live in generic documents that are difficult for internal stakeholders to collaborate on and entirely exclude customer feedback.

› . . . which results in bloated applications, runaway costs, and underwhelmed users. The lack of a feedback loop in formal requirements processes means that no one can tell which requirements will yield positive business results and satisfy customers from those that won’t. So developers work in overdrive, bloating applications with features to satisfy each and every requirement and increasing costs in lockstep. Only after they release their applications do development teams elicit meaningful feedback about what did and did not meet users’ expectations.

Agile Requirements Approaches Uncover “True” Requirements

Agile development practices don’t eliminate the need for requirements; in fact, they make identifying requirements more important than ever. However, Agile development practices are not without their own challenges. Development teams that were disconnected from the customer must now deeply understand who customers are and what they need. Instead of writing traditional requirements documents and then collaborating inefficiently and inconsistently via email, developers must now work closely with new parts of the business and integrate tool sets to create customer-centric requirements (see Figure 1). Forrester asserts that Agile requirements management tools are poised to deliver significant business value over the next five years as they help dev teams address new requirements challenges by:2

› Putting customer and user experience first. Customers empowered by choice and low switching costs demand great app experiences. Complex processes and clumsy tools make it harder for AD&D pros to deliver these great experiences while also meeting essential business, technical, and regulatory requirements. Agile requirements processes blend the disciplines of design thinking and human-centered design with Agile development. Doing so both keeps the customer in focus for developers and improves alignment among top-level business objectives, design,




3


and development.3 Agile requirements management tools support this alignment by extracting requirements from customer journey maps, customer task modeling, and user epics so you don’t have to wait to deliver software to customers to see how they respond.

› Supporting the transition from traditional to Agile development. Most organizations have adopted at least some aspects of Agile development practices, whether at a team level or organizationwide. They often use hybrid Agile approaches to retain some aspects of formal requirements management, like traceability, that they still need for regulatory compliance. Organizations will continue to expand their adoption of Agile software delivery practices, and requirements tool vendors are responding by adding support for Agile capabilities like user story generation and Agile project management tool integration.4

› Simplifying collaboration. Delivering great customer experiences while meeting business, technical, and regulatory requirements forces organizations to collaborate across a diverse set of stakeholders, decision-makers, and practitioners. Market-leading vendors are integrating with messaging apps such as Facebook Messenger, Slack, and WhatsApp, delivering similar chat capabilities to enable fast-cycle collaboration throughout the application life cycle.

› Integrating with application delivery tools across the life cycle. Customer-centric organizations use requirements as a continuous thread that connects application delivery with business value. As organizations deliver applications faster to better meet customer needs, they struggle to keep track of this thread. Modern requirements management tools use APIs to share and track information across tools to provide organizations with a complete picture of the status of each requirement across the life cycle in real time.




4


FIGURE 1 The New Challenges Of Agile Requirements

New challenges of Agile requirements management

. . . addressed byadopting Agile

development . . .

Challenges of formalrequirements

management . . .

. . . potentially posenew challenges for

development teams.

Agile requirementssolution

Insufficient/lackof user feedbackprior to release

Customer feedbackintegrated throughout

development

Understanding theneeds of the

customerDesign-focused

development

Time-consuming,bogged down

requirements docs

Weekly/dailyplanning sessions

to discuss user stories

Learning how towrite user stories

and link themto test cases

Automated userstory generation

Siloed teamshanding off

requirements

More stakeholdersinvolved to represent

business anduser needs

Collaboratingwith new partsof the business

Social collaboration

Generic productivitysuites with limited

integration capabilities

Teams leverage moretools across

software developmentlife cycle

Integratingdevelopment tools

with design andtesting tools

Integration and APIs

Breakout Vendors Support A Requirements Revolution

To help AD&D professionals modernize their requirements practices, Forrester identified four breakout vendors that are putting an innovative spin on requirements: TandemSeven, Blueprint Software Systems, Jama Software, and Micro Focus. In the vendor profiles below, we assess each company’s:

› Offering. What are the capabilities of its products and technology?

› Scenarios. What are the customer requirements, environments, and use cases?

› Maturity. What is the company’s go-to-market approach, channel strategy, and viability?

› Challenges. What are the barriers to success?

› Road map. What’s next for the business and the products?




5


TandemSeven Brings Design Thinking To The Requirements Problem

TandemSeven is a CX and UX software and services company founded in 2001 and based in Plymouth, Massachusetts. While TandemSeven is not a requirements management vendor, its UX360 product integrates with developer-friendly tools like Atlassian JIRA, CA Agile Central, GitHub, and VersionOne (see Figure 2). Firms extract customer-centric requirements from UX360 customer journey maps and personas in the form of user epics and stories.

› Offering: Customer experience software. TandemSeven offers services and solutions for digital transformations and customer experience strategy. UX360 is a user experience modeling platform that allows UX and CX professionals to integrate qualitative and quantitative customer data to produce a visualization of the user experience. Firms use these models to create detailed customer journey maps, personas, and user stories or epics. Features include task management and modeling, customer research content repositories, design, and integration with popular development platforms.

› Scenarios: Research-informed, customer-centric requirements. The primary use case for UX360 is for UX and CX professionals to research, create, and visualize the customer experience. While UX360 is not specifically targeted at development teams, its robust customer experience research and journey mapping capabilities help produce clear user requirements that humanize development goals. UX360 helps bridge the gap between business, design, and development by extracting requirements directly from foundational customer-centric techniques that align with high-level business goals. As organizations blend business analyst and UX skill sets, tools like UX360 will play an increasingly important role in requirements.5

› Maturity: An emerging offering to catalyze design and development alignment. TandemSeven’s UX360 hit the market in 2013, and UX and CX teams are the primary markets and users. UX360 is not well-known in the development world, but organizations find themselves starving for developers with rich coding expertise and understanding of the language of the business, design, and the customer for whom they build. Because one of the outputs of UX360 is user-centric requirements in Agile-friendly formats like user stories, we expect to see the Agile requirements market shift to integrate these types of tools.

› Challenges: Bridging the design-development divide. TandemSeven is in the highly competitive and rapidly evolving CX tools market. Organizations know they need great CX, but they are immature in their understanding of what solutions are best suited to their CX needs. Among developers, TandemSeven has low visibility. Occasionally, IT teams will engage TandemSeven seeking better user requirements; however, CMO Steve Offsey told us that he believes most development teams are not willing to do upfront customer research themselves. Most organizations are not yet thinking that requirements are closely linked to their UX and CX processes, but this will change as CX improvement becomes a key metric for successful software development.




6


› Road map: Accelerate digital transformations, and apply design principles to AI. As a part of its services offerings, TandemSeven plans to expand services centered on customer and user experience techniques to accelerate digital transformations. UX360 will support those goals by expanding integration with customer experience analytics and survey tools such as Clarabridge, ForeSee, Medallia, and Qualtrics to help customers visualize and operationalize customer insights and align their entire organizations around their customers’ needs.

FIGURE 2 UX360 Integrates With Development Tools, Breaking Down Customer Journey Maps Into Requirements

Source: TandemSeven

Blueprint Helps Customers Autogenerate And Integrate User Stories

Blueprint Software Systems is a Toronto-based software provider that was founded in 2004. While not new to the requirements market, Blueprint is breaking out as an Agile requirements vendor with its new Storyteller offering. It doesn’t just manage user stories; it also helps development teams easily write and collaborate on user needs with simple and intuitive formatting.




7


› Offering: Requirements management solutions for today and tomorrow. Blueprint offers requirements management software with detailed traceability, content repositories, visual requirements, reuse, Agile application life-cycle management (AlM) integration, management reporting, and user story generation. Its prepackaged content alongside Agile experts gives users easy access to reusable content, industry regulations, and best practices accelerators, which support software development methodologies transitioning from traditional to Agile approaches. The new Storyteller product allows any user to easily create a user story that ensures consistent quality, regardless of the author’s skill.

› Scenarios: Organizations transitioning to Agile development and testing. Over the past 18 months, Blueprint has been revamping traditional solutions like traceability, reporting, content repository, and AlM integration, in addition to building Storyteller, which firms can use for Agile development and testing. Storyteller uses clean and simple visual process scenarios rather than dashboards that show only tasks, decision points, and the links between them. UI mockups and prototypes augment the visual process scenarios, which allow teams to easily elaborate and collaborate. Users leverage the process scenarios to input what is necessary, and the solution autogenerates user stories in “given, when, then” format (see Figure 3). For development teams using test-driven development or behavior-driven development, the Gherkin-like language of the user stories also helps autogenerate test cases.6

› Maturity: An advanced core product with emerging Agile requirements capabilities. Blueprint is rapidly solidifying its reputation in the requirements market. It is in its fourth year of more than 60% growth, and, in late 2015, it secured $23 million in funding for global expansion and continued innovation. It also made strategic partnerships over the course of 2015; for example, Blueprint partnered with Capgemini for advanced requirements capabilities for financial services.7 Blueprint currently has a customer base of over 250 enterprises and expects the release of Storyteller to fuel that number to grow to 350 or more in the coming year.8

› Challenges: Competition from Agile project management vendors and training. Blueprint has made a bet on Agile requirements taking off. Agile-adept organizations that do not recognize the importance of requirements may see Blueprint as a competitor to, rather than complimentary to, Agile project management vendors that have user story generation capabilities and are more established among Agile development teams. For customers transitioning from traditional requirements practices, new challenges will include training and education services to help blend in user stories alongside formal techniques. One of the biggest challenges to adoption is helping prospects understand the negative business impact of their current requirements processes.

› Road map: Expanding capabilities that help customers transition to Agile. looking forward, Blueprint plans to extend the enterprise-class capabilities and scalability of its offerings and continue helping customers in their Agile evolutions. Driven by increased demand, Blueprint will continue investing in and expanding its content accelerators. Continuously updating content accelerators with new regulations and best practices is critical to the differentiating value of these features. With the upcoming launch of Storyteller, next steps will include extending the product into adjacent markets.




8


FIGURE 3 Storyteller Uses Clean Visual Process Scenarios To Autogenerate User Stories

Note: Blueprint Software Systems has not yet nalized Storyteller’s user interface, and the official release mayhave some changes.Source: Blueprint Software Systems

Jama Makes Requirements Collaboration As Easy As Social Networking

Jama Software is a Portland, Oregon-based company that was founded in 2007. Jama serves a customer base primarily in regulated industries such as aerospace and automotive that builds complex hardware, software, and integrated systems. While these types of organizations have been slow to transition away from traditional requirements practices out of compliance concerns, Jama also serves disruptors like SpaceX that deliver products using Agile development practices. Jama’s collaboration and end-to-end requirements features help even safety-critical industries develop at speed.

› Offering: Collaboration-based requirements management. Jama Software’s requirements management offering includes requirements capture, review, discussion, traceability, reuse, reporting, and change impact. Jama links regulations to requirements and test cases for compliance. In 2012, it introduced the breakout feature Stream, a Facebook-like commenting tool linked to requirements for quick decisions and questions, before messaging apps like Slack gained popularity (see Figure 4). It integrates with developer environments including Atlassian Jira, CA Agile Central, Hewlett Packard Enterprise Quality Center, Microsoft Team Foundation Server, and VersionOne. Jama 8.0 also introduced Docker-based configuration management, which was the result of more than two years of working alongside customers.

› Scenarios: A social collaboration platform for quick requirements and review. Jama’s primary focus is to provide a requirements management tool for organizations that are building complex, integrated systems — customers that are often subject to strict regulations yet need a collaborative approach. Collaboration and reporting features allow development teams to move quickly while still




9


producing necessary documentation with the Decision Tracking feature. The Stream feature allows collaboration with “@mentions” and notifications and topic and action tagging. Users can filter the stream by mentions, topics, and open decisions.

› Maturity: An evolving offering entering a growth phase. Jama Software has about 750 customers and has consistently raised venture funding since 2013. Jama put the $20 million it secured in 2015’s round of funding toward improvements in product-planning offerings and expanding its workforce.9 The company projects significant growth over the next year, following nearly 100% year-over-year subscription revenue growth.10

› Challenges: Balancing innovative approaches with a conservative customer base. Jama Software’s core customers are in industries known for late adoption of Agile practices. Jama will have to balance innovative features with a customer base that may want to follow more conservative approaches. The firm also faces competition from other Agile requirements tools that are beginning to focus more heavily on collaboration features, including the other vendors we’ve listed in this report. Many Agile requirements and project tools have already incorporated wikis for discussion, but Jama’s differentiating Stream supports structured collaboration geared toward decision-making as opposed to simple interaction documentation.

› Road map: Integrating requirements management for a connected ecosystem. Jama Software is focusing on functionality to support connected products and expanding ecosystems. Its customers, especially in the manufacturing space, are changing the way they build products, and the company is focused on supporting the new requirements that come along with increased connectivity. In the near term, Jama is expanding traceability features.

FIGURE 4 Jama’s Stream Allows Easy Collaboration To Support Decision-Making And Tracking

Source: Jama Software




10


Micro Focus Manages Requirements Across The Agile life Cycle

Micro Focus is a UK-based software vendor that was founded in 1976. It has product offerings for requirements management, change management, and software testing. It moved into the requirements market in 2009 with its acquisition of Borland and its Caliber requirements management solution. Micro Focus’ latest product enhancements aim to reduce the number and impact of bottlenecks in the development process.

› Offering: An Agile requirements management package with transparency. Micro Focus’ most recent offering in the requirements management market is Atlas, which is available standalone or as a package that includes Agile planning and tracking. The company markets Atlas as an Agile or waterfall requirements, change impact, business agility, and delivery tracking platform. Atlas traces requirements and links to multiple test management tools that support quick stakeholder alignment and eliminate the need to manually trace across many tools.

› Scenarios: Cross-tool traceability. Atlas enables organizations to optimize the software delivery process to provide transparency and traceability at fast delivery speed (see Figure 5). Change impact and visibility features are well-suited to teams that are still transitioning to Agile or may be just considering adopting Agile practices. Users can leverage cross-tool traceability information to understand the business impact of change. Atlas differentiates itself from project management tool competitors by helping organizations plan backward.

› Maturity: An Agile portfolio of mature and emerging tools. Micro Focus’ Caliber requirements management product is a mature offering with over a decade of customer use. Atlas is a new product offering that addresses the needs of Agile teams working in fast delivery cycles as well as Caliber customers that have a need to operate more efficiently. It has about 400 customers, and it expects to continue to grow by 30% over the next two years.11

› Challenges: Demonstrating that other tools don’t have the transparency for Agile. Atlas spans the gap between requirements tools and Agile project management tools, which means the company faces competition from both markets. Organizations need a relatively high level of Agile maturity to understand the important problem that Atlas solves; they need to have adopted Agile practices and discovered for themselves the limitations of a pure Agile approach in providing traceability and impact analysis for business capabilities. Portfolio Director Archie Roboostoff says Micro Focus often finds itself working with prospects using what it considers to be a good enough Agile tool without understanding that the tool does not have the capabilities to fix the delivery bottlenecks.12

› Road map: Support DevOps with faster deployment on a wider variety of platforms. Micro Focus continues to strengthen its Agile and development and operations (DevOps) capabilities and will evolve Atlas and related tools to better support continuous software delivery practices. Its recent acquisition of Serena Software is strategically targeted at improving speed through automated release and deployment and will also help Micro Focus deploy apps on a wider variety of platforms.




11


FIGURE 5 Atlas Integrates With Microsoft Team Foundation Server

Source: Micro Focus

What It Means

Agile Is Here To Stay, And Requirements Vendors Are Responding

Agile requirements management practices broke out from traditional requirements management and Agile project management to help AD&D teams deliver faster while preventing them from losing important requirements in the rush. As organizations improve their delivery practices to include Agile requirements approaches, vendors will evolve their offerings in response. In the future:




12


› Social collaboration features will become more important. Organizations will expand requirements gathering to include feedback from business partners and customers. Increasing numbers and diversity of stakeholders will make social collaboration and decision tracking critical requirements management features.

› Traditional vendors will adopt some Agile requirements practices. Widespread adoption of Agile software delivery approaches will lead traditional requirements management vendors to add Agile requirements capabilities to their products. Today’s differentiating capabilities, such as advanced social collaboration and user story generation, will become table stakes tomorrow as traditional requirements vendors respond to customer demand. Never will all customers completely adopt Agile practices, which means traditional requirements capabilities will never completely go away.

› Managing requirements will merge with managing customer experiences. Organizations are already investing heavily to understand their customers by developing customer life cycles, journey maps, and personas, but that work is largely disconnected from managing requirements. Organizations will task developers with adopting design practices in a holistic way so that they understand customers just as much as designers do. Vendors will respond by evolving their products to include concepts like personas and outcomes and to be able to incorporate CX data to track the efficacy of requirements and user stories.

› Business analysts’ roles and skills will need to evolve, as will the tools they use. The business analyst of the past was an intermediary between the business and developers. Agile practices eliminate the need for go-betweens and create new opportunities to more deeply understand customers using CX and data analysis skills. Vendors will respond by giving organizations ways to instrument applications to gain customer insights in real time.

› Cultural change will still remain the biggest obstacle to improving Agile performance. Tool sets and methodologies are support functions for Agile development, but tools alone don’t change behavior. The most significant barrier to better performance is still the person who says “we’ve never done it that way before.” The biggest challenge AD&D leaders face is opening up their organizations to new ways of working.




13


Engage With An Analyst

Gain greater confidence in your decisions by working with Forrester thought leaders to apply our research to your specific business and technology initiatives.

Analyst Inquiry

Ask a question related to our research; a Forrester analyst will help you put it into practice and take the next step. Schedule a 30-minute phone session with the analyst or opt for a response via email.

learn more about inquiry, including tips for getting the most out of your discussion.

Analyst Advisory

Put research into practice with in-depth analysis of your specific business and technology challenges. Engagements include custom advisory calls, strategy days, workshops, speeches, and webinars.

learn about interactive advisory sessions and how we can support your initiatives.

Supplemental Material

Companies Interviewed For This Report

Blueprint Software Systems

Jama Software

Micro Focus

TandemSeven

Endnotes1 In a recent report, Forrester found that eliciting requirements from experts does not produce better software results.

For more on how traditional requirements fail to deliver results, see the “Bring Design Practices To Application Development” Forrester report.

2 you can capture and manage modern requirements across a wide variety of tools. Forrester evaluated the 10 most important tools for modern software requirements management. For more information, see the “TechRadar™: Modern Software Requirements Management Tools, Q2 2016” Forrester report.

3 For more on this topic, see the “Bring Design Practices To Application Development” Forrester report.

4 Nearly half of global software decision-makers (48%) plan to expand Agile software development practices. For more data on this topic, refer to Forrester’s Global Business Technographics® Software Survey, 2015.

http://forr.com/1einFan

http://www.forrester.com/Analyst-Advisory/-/E-MPL172









14


5 In a customer-first world where the benefits and risks of customer engagement for web and mobile experiences have reached unprecedented levels, AD&D pros must move to bridge the gap between design and development. Creative technologists can help solve this. For more on who creative technologists are, why they are important, and the role they serve in bridging design and development, see the “Brief: The Creative Technologist — A Hybrid Role To Help Bridge Design And Development” Forrester report.

6 For more on where behavior-driven development and test-driven development fit within the development life cycle, see the “Five Must-Do’s For Testing Quality At Speed” Forrester report.

7 Source: Ruth Zive, “Blueprint Announces Record 2015 and Continued Explosive Growth,” Blueprint Software Systems, January 13, 2016 (http://www.blueprintsys.com/blueprint-announces-record-2015-and-continued-explosive-growth/).

8 Source: Interviews with Tony Higgins, VP products, and Ruth Zive, director of marketing, of Blueprint Software Systems, Q2 2016.

9 Source: Ben Kepes, “Jama Software Scoops Up $20M To Fund The Modernization Software Development,” Forbes, March 30, 2015 (http://www.forbes.com/sites/benkepes/2015/03/30/jama-software-scoops-up-20m-to-fund-to-modernize-software-development/#25e9416e4247).

10 Source: “Jama Software Completes Record-Breaking year, Appoints Scott Roth as CEO,” Market Wired, April 20, 2016 (http://www.marketwired.com/press-release/-2116713.htm).

11 Source: Interview with Archie Roboostoff, director of Borland portfolio, of Micro Focus, Q2 2016.

12 Source: Interview with Archie Roboostoff, director of Borland portfolio, of Micro Focus, Q2 2016.




We work with business and technology leaders to develop customer-obsessed strategies that drive growth.

Products and services

› core research and tools › data and analytics › Peer collaboration › analyst engagement › consulting › events

Forrester research (nasdaq: Forr) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations. For more information, visit forrester.com.

client suPPort

For information on hard-copy or electronic reprints, please contact client support at +1 866-367-7378, +1 617-613-5730, or [email protected]. We offer quantity discounts and special pricing for academic and nonprofit institutions.

Forrester’s research and insights are tailored to your role and critical business initiatives.

roles We serve

Marketing & Strategy ProfessionalscMoB2B MarketingB2c Marketingcustomer experiencecustomer insightseBusiness & channel strategy

Technology Management Professionalscio

› application development & deliveryenterprise architectureinfrastructure & operationssecurity & risksourcing & vendor Management

Technology Industry Professionalsanalyst relations

134024