ALLEN BONDE

Allen Bonde is the senior vice president of strategy and marketing at eVergance, a management consulting and systems integration company focused on CRM optimization and Web self-service. Prior to that, he was the founder of strategic advisory firm ABG, a practice expert at McKinsey, director of management consulting at Extraprise, and an analyst at the Yankee Group.

CRM in 2008: It's All About Managing the User Experience

Cost savings is a key driver for business decisions, but customer experience, content and collaboration have the potential to not only deliver greater organizational value but also put more control directly in the hands of customers.

Multi-Channel CRM: It's in Your Future

Even the most Web-savvy users will encounter situations when they need to send an e-mail or will want to chat with an agent or even send a fax. That could be an opportunity, so answer the phone!

The (New) Age of Knowledge Management

KM is back and is even returning to the spotlight as more lightweight, more focused "KM 2.0" tools make it easier to use and justify new investments.

Can Self-Service Deliver Better Service?

The top 10 mistakes companies make in introducing self-service—and how to avoid them.

Is CRM Dead?

Alive or dead, CRM is vastly changed from the acronym we once thought we knew.

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WEBCASTS

CIO Viewpoints on Exchange 2007 Risks and Mitigation Strategies

Knowing where your peers have found limits and workarounds in areas including high availability, archiving, recovery, compliance, e-Discovery and storage growth can be essential in planning your successful Exchange 2007 migration. Read More »

Find out what Forrester says about mobile endpoint security and its management.

Mobility raises productivity. But IT departments are hard-pressed to protect mobile data and to manage security software, wireless clients and regulatory compliance for mobile workers... Read More »

Get Forrester's take on simplifying mobility with the universal wireless client.

Mobile workers want to use all types of wireless networks: WiFi, 3G cellular networks, corporate WLANs and home wireless networks. But how can IT support... Read More »

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