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The Forrester Wave™: Salesforce.com Implementation Services, Q2 2013by Liz Herbert, June 18, 2013

For: Sourcing & Vendor Management Professionals

Key TaKeaways

Providers enhance your Business Process CapabilitiesToday’s economic environment is forcing sourcing and vendor management professionals to consider alternatives to traditional customer relationship management software options. Players in the market can now offer increased expertise and integration and will continue to have a positive impact by expanding architectural and technical capabilities.

The salesforce.com Implementation services Market Is GrowingThe salesforce.com implementation services market is growing because more SVM professionals see these services as a way to successfully implement salesforce.com and address their top customer experience challenges. This market growth is in large part due to the fact that SVM pros increasingly trust these providers to act as strategic partners.

Process, Industry expertise, and Focus are Key DifferentiatorsAs previous technology becomes outdated and less effective, improved process, industry expertise, and focus will dictate which providers will lead the pack. Vendors that can provide processes, industry expertise, and focus position themselves to successfully deliver value to their customers.

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For Sourcing & Vendor ManageMent ProFeSSionalS

why ReaD ThIs RePoRT

In Forrester’s 45-criteria evaluation of salesforce.com (SFDC) implementation services providers, we identified the 10 most significant salesforce.com implementation partners — Accenture, Appirio, Bluewolf, Capgemini, Cloud Sherpas, Cognizant, Deloitte, Fujitsu, Tata Consultancy Services (TCS), and Wipro — in the category and researched, analyzed, and scored them. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help services sourcing professionals select the right partner for their salesforce.com projects.

table of contents

salesforce.com Customers Turn To Third-Party services Firms

Salesforce.com Services Buyers Must navigate a crowded and Fast-Moving landscape

salesforce.com Implementation services evaluation overview

Salesforce.com Partners differentiate on Process, industry, and Focus

Providers Show Scale of resources and customers, global capabilities

accenture and Deloitte Lead a Very Competitive set

Vendor Profiles

leaders

Strong Performers

contender

supplemental Material

notes & resources

Forrester conducted services evaluations in March, 2013, and surveyed 40 user companies and interviewed the following 10 vendors: accenture, appirio, Bluewolf, capgemini, cloud Sherpas, cognizant, deloitte, Fujitsu, tcS, and Wipro.

related research documents

the Forrester Wave™: Salesforce.com implementation, Q2 2011May 13, 2011

The Forrester wave™: salesforce.com Implementation services, Q2 2013comparing the top 10 Salesforce.com implementation Services options Worldwideby liz Herbertwith chris andrews and Fraser tibbetts

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June 18, 2013

www.forrester.com

http://www.forrester.com/go?objectid=RES57791

http://www.forrester.com/go?objectid=RES57791

http://www.forrester.com/go?objectid=BIO1776

http://www.forrester.com/go?objectid=BIO1883


the Forrester Wave™: Salesforce.com implementation Services, Q2 2013 2

© 2013, Forrester Research, Inc. Reproduction Prohibited June 18, 2013

saLesFoRCe.CoM CusToMeRs TuRn To ThIRD-PaRTy seRVICes FIRMs

Companies are (still) flocking to software-as-a-service (SaaS) solutions, looking to gain speed and agility, flexibility, and innovation to drive their businesses forward. In SaaS-heavy areas such as CRM, HR, and learning, approximately 60% of companies are using SaaS or plan to within two years.1 Even in laggard areas, such as finance and accounting (F&A) and enterprise resource planning (ERP), nearly 30% of companies are using SaaS options (in full or as a complement to on-premises) or plan to within the next two years.

These SaaS-adopter companies turn to solutions such as salesforce.com, NetSuite, Ariba, Workday, SuccessFactors, Concur Technologies, Oracle Taleo Cloud Service, Oracle RightNow Cloud Service, and many others for their new enterprise applications landscape. The deployments have grown far beyond the early days of small-scale, regional, or divisional deployments. Japan Post modernized IT systems for more than 60,000 workers with seats of salesforce.com. Flextronics International replaced more than 80 HR systems with SaaS and is now running more than 200,000 seats of Workday.

These solutions have grown far beyond their roots as simple do-it-yourself (DIY), point-and-click implementations that take days or weeks to implement. Organizations now see possibilities to extend and customize these SaaS solutions and to use these solutions to transform their business processes. Using platforms such as salesforce.com’s Force.com and tools such as NetSuite’s SuiteScript, organizations can customize their SaaS solution and build their own add-ons.

For these multi-thousand seats, mission-critical initiatives, and more advanced technical needs, organizations increasingly turn to experts for help: the third-party services ecosystem that now thrives in SaaS technology areas.

Third-party services firms are now a vibrant and crucial part of the SaaS landscape, helping to drive strategy, tune or overhaul business processes, deploy and implement the solutions, and provide ongoing support. The lion’s share of these needs today is in salesforce.com and the salesforce.com ecosystem (including AppExchange), as more than 100,000 companies worldwide use salesforce.com to manage and transform business processes and customer experience. Salesforce.com customers turn to these third-party partners for help with the following:

■ Building the technology vision. Leading salesforce.com implementation services partners help companies harness the possibilities that SFDC technologies offer. These partners help organizations envision future business processes that will create revenue and optimize operations. They can advise clients on industry-specific use cases at the bleeding- and leading-edge and map business goals to the right mix and usage of SFDC products, such as Radian6 for social media monitoring, Buddy Media for brand management, Service Cloud for customer service, and Work.com for performance management.




■ Implementing the technology. Leading services partners have deep technical expertise, often from the certified technical architects that thrive in the SFDC services ecosystem. They help design the right way to implement the solution, and they configure the solution to meet business needs. They have deep pockets of Force.com expertise (including Heroku’s Ruby on Rails and Java support) to extend and customize the solution. And they are leading providers of integration solutions, helping clients to integrate SFDC into other cloud, packaged, and custom solutions. In many cases, they have partnerships with leading SFDC integration partners such as Informatica, Dell Boomi, and IBM WebSphere Cast Iron Cloud Integration; they also have their own integration tools and assets for prebuilt integrations.

■ Managing change across business users. Successful salesforce.com deployments require significant change management for most organizations. They must take a new approach to solution governance, often allowing the business to take more responsibility for applications. They take advantage of a significantly faster pace of innovation, both from the vendor-delivered upgrades as well as the faster-to-deploy configurations and customizations they drive. Third-party services firms — especially the Big-Four and former Big-Four types such as Deloitte, Accenture, PricewaterhouseCoopers, and IBM — can help with new organizational structures and new processes that align with the new technology as well as the general changes required to get value out of SaaS solutions.

■ Supporting the application longer term. While salesforce.com subscriptions include vendor support, many organizations need something more tailored to their own processes and their specific customizations and integrations. Also, organizations with more complex salesforce.com deployments roll the help-desk- and break/fix-style support into a larger support structure that includes salesforce.com and other packaged, custom, or cloud applications. Some of the services providers, such as Bluewolf, offer ongoing support focused on continuous improvement and innovation for salesforce.com; others — such as Cognizant and Wipro — focus on improvement but with more of a classic help desk and break/fix model.

salesforce.com services Buyers Must navigate a Crowded and Fast-Moving Landscape

Organizations looking for third-party expertise in salesforce.com face a crowded and fast-moving landscape of provider options. We’ve seen many new market entrants in the past few years — and significant acquisition and consolidation (e.g., Cloud Sherpas’ purchases of Innoveer Solutions and GlobalOne). Today’s choices include large multinationals such as Accenture, PricewaterhouseCoopers, and Deloitte, cloud-centric boutiques such as Appirio and Cloud Sherpas, India-centric options such as Wipro and TCS, and large outsourcers and technology manufacturers such as Fujitsu, Computer Sciences Corp (CSC), and Dell.




Salesforce.com’s own professional services capability is also a competitive option in this space, including the Model Metrics resources acquired in 2011. Salesforce.com professional services excel most at technical work related to its apps and its platform, such as technical architects with deep technology expertise and program architects who can help align the salesforce.com implementation to business strategy. Salesforce.com itself does not have as much depth and breadth of industry expertise or program management, including governance and change management, as other competitors in its ecosystem — and it lacks some of the deep expertise in third-party products (such as SAP or Oracle) that are likely to be an integrated part of a complex salesforce.com rollout.

saLesFoRCe.CoM IMPLeMenTaTIon seRVICes eVaLuaTIon oVeRVIew

To assess the state of the salesforce.com implementation services providers market and see how the vendors stack up against each other, Forrester evaluated the strengths and weaknesses of top salesforce.com implementation services providers.

salesforce.com Partners Differentiate on Process, Industry, and Focus

After examining past research, user need assessments, and vendor and expert interviews, we developed a comprehensive set of evaluation criteria. We evaluated vendors against 45 criteria, which we grouped into three high-level buckets:

■ Current offering. To assess the current offering, we analyzed overall resource capability, including scale and location of resources. We also evaluated capabilities by product line (Sales Cloud, Service Cloud, Marketing Cloud, Force.com, Chatter, and Work.com) and by industry. We also looked at innovation and cloud orchestration proof points. We expanded the criteria of the prior evaluation we did in 2011 of this same landscape to include newer (acquired and built) modules such as Chatter, Work.com (acquired the Rypple solution), and Marketing Cloud (acquired solutions from Buddy Media and Radian6 combined with other technologies). Like the 2011 salesforce.com implementation services Forrester Wave, client references and feedback about their experience and success rate with their chosen partner factored into our evaluation, including areas such as client satisfaction and value for the money.

■ Strategy. For the strategy component of our evaluation, we considered the current partner status with salesforce.com to measure the strength of the alliance — which correlates with proven track record of success, better access to solution road maps, and more co-development and co-selling (which creates synergies in the overall solution being offered). We measured focus to determine how relevant salesforce.com is to the provider at the strategic level and how dedicated the provider is to SFDC versus other solution areas. We evaluated pricing models and commercial models to see whether the provider offers innovative pricing models aligned with buyer needs.




■ Market presence. For market presence, we scored the revenue and revenue growth of the salesforce.com implementation services practice as well as the overall revenue for the corporation. We also looked at number of customers, with a focus on large and complex deployments.

Providers show scale of Resources and Customers, Global Capabilities

Forrester screened dozens of providers that have built a name in the salesforce.com space. Ultimately, we included 10 global providers in the assessment: Accenture, Appirio, Bluewolf, Capgemini, Cloud Sherpas, Cognizant, Deloitte, Fujitsu, TCS, and Wipro. Each of these vendors has (see Figure 1):

■ At least $30 million in SFDC-related revenue and more than 200 skilled resources. The providers we evaluated have established scale in their practices; they generate at least $30 million in annual revenue related to salesforce.com implementation services. While there are dozens — even hundreds — of smaller options, we narrowed the focus of this evaluation to the providers that have the most traction and overall revenue size and total practitioners. This cutoff represents a significant jump from our evaluation in 2011, which reflects the fast pace of growth in this market; at that time, we allowed firms with more than $10 million in revenue and only 50 skilled practitioners.

■ At least 40 salesforce.com implementations in the past 12 months. We evaluated providers that have completed a minimum of 40 salesforce.com implementations in the year leading up to our evaluation. By doing this, we ensured that the providers have enough breadth of experience to make them candidates for Forrester clients doing salesforce.com projects.

■ Global capabilities across a wide range of industries and process areas. We only considered providers that have capability across major geographies, a range of industry experience, and expertise across most or all major process and technology areas related to salesforce.com (including Sales Cloud, Service Cloud, Force.com, and related business process expertise).

■ A focus on larger enterprise deployments and strong interest from the Forrester client base. We evaluated providers with proven experience and strong track records across larger, complex deployments, typically the types of salesforce.com usage we see in the Forrester client base, including inquiries from clients.




Figure 1 Evaluated Vendors: Selection Criteria

Source: Forrester Research, Inc.97121

Selection criteria

At least $30 million USD in annual salesforce.com implementation related revenue.

At least 200 designated salesforce.com implementation services employees/consultants focused onsalesforce.com.

At least 40 salesforce.com implementations in the past 12 months.

Global capabilities in salesforce.com implementation services across a wide range of industries andsalesforce.com domains in large enterprise deployments.

Su�cient interest from the Forrester client base.

aCCenTuRe anD DeLoITTe LeaD a VeRy CoMPeTITIVe seT

The salesforce.com market has changed significantly in the years since our first analysis in 2011. Notably, salesforce.com acquired leading boutique Model Metrics, which it uses for its own professional services and mobile development. A new entrant, Cloud Sherpas, previously relevant mostly in the Google Apps space, has rapidly risen to scale through multiple acquisitions such as GlobalOne and Innoveer. And larger multinationals like Deloitte and Capgemini have leapfrogged some of the competition through significant investment and dedicated focus on the needs of salesforce.com buyers. The evaluation uncovered a market in which (see Figure 2):

■ Accenture and Deloitte are Leaders in large projects and global rollouts. Accenture and Deloitte both stand out from the rest of the crowd in this very competitive market. They both have scale of technology and process resources (both in the salesforce.com practice as well as from industry business units and from other relevant technology practices). These Leaders in our salesforce.com implementation services Forrester Wave set themselves apart with a focus on business transformation and innovation. They are most suited to larger, more complex transformational projects and global rollouts.

■ Appirio leads the boutique/specialist firms. Appirio has highly specialized, cloud-focused services professionals with a laser focus on time-to-value and driving innovation. It augments its own firm with an industry-first crowdsource model that links into more than 70,000 experts around the world.

■ Cloud specialists Bluewolf and Cloud Sherpas provide strong options. Bluewolf and Cloud Sherpas are two of only three cloud specialists that qualified for our evaluation (along with Appirio). These two firms both have established leadership in technology consulting as well as process expertise — and an ability to bring their thought leadership and solution expertise to leading Fortune 500 organizations worldwide.




■ Fujitsu, Capgemini, and TCS continue to grow their capabilities. Fujitsu, Capgemini, and TCS are strong and growing practices with the advantage of being at large, global firms with deep investment capabilities. They continue to grow their salesforce.com practices at a rapid rate — winning new clients as well as building on their vast existing relationships worldwide.

■ Wipro and Cognizant lag among top-tier peers. Wipro and Cognizant both have longstanding investments in salesforce.com and continue to focus on scaling and certifying resources. Of the elite top vendors evaluated in our report, they lag in breadth and depth of capabilities, especially local resources who can work closely with business executives. These two had not attained the top-tier “Global SI” partner status in time for our report evaluation cutoff, although Cognizant has since achieved that status and Wipro is close to it.

This evaluation of the salesforce.com implementation services providers market is intended to be a starting point only. We encourage clients to view detailed product evaluations and adapt criteria weightings to fit their individual needs through the Forrester Wave Excel-based vendor comparison tool.

Figure 2 Forrester Wave™: Salesforce.com Implementation Services, Q2 ’13

Source: Forrester Research, Inc.

Go online to download

the Forrester Wave tool

for more detailed product

evaluations, feature

comparisons, and

customizable rankings.

RiskyBets Contenders Leaders

StrongPerformers

StrategyWeak Strong

Currento�ering

Weak

Strong

Market presence

Fujitsu

Wipro

CapgeminiCloud Sherpas

Cognizant

TCS

Deloitte

Accenture

AppirioBluewolf




Figure 2 Forrester Wave™: Salesforce.com Implementation Services, Q2 ’13 (Cont.)

Source: Forrester Research, Inc.

CURRENT OFFERING Client satisfaction Value for money Business acumen Experience with complex, global projects Technology acumen Cloud orchestration Ongoing support Skilled practitioners Vertical expertise Prebuilt IP and accelerators Business innovation

STRATEGY Planned investments Focus Support for advanced pricing models Key partnerships Awards and recognition Go-to-market

MARKET PRESENCE Large SFDC work Geographic mix of clients Financials

Acce

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4.265.002.004.005.00

4.505.004.004.442.404.005.00

4.905.004.005.00

5.005.005.00

3.934.002.805.00

App

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3.374.004.004.003.00

4.501.003.002.081.605.005.00

3.403.005.002.00

3.005.003.00

3.014.003.401.60

Blue

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3.155.004.004.003.00

3.501.004.002.181.801.003.00

3.003.005.002.00

3.003.003.00

3.704.005.002.10

Capg

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2.972.002.003.003.00

3.505.003.002.682.004.004.00

3.804.002.002.00

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2.332.002.602.40

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2.844.002.003.003.00

4.003.002.002.341.802.003.00

2.703.005.002.00

3.001.004.00

2.773.004.201.10

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2.531.001.002.003.00

3.504.004.002.902.004.001.00

2.504.002.003.00

3.001.002.00

2.632.503.202.20

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3.674.002.004.004.00

4.503.004.004.062.202.003.00

4.505.004.003.00

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3.403.002.804.40

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2.513.002.003.001.00

4.503.003.001.442.504.003.00

3.304.002.002.00

5.003.002.00

1.690.502.801.80

TCS

3.154.003.003.002.00

4.502.004.002.782.103.004.00

2.304.002.002.00

3.000.004.00

3.144.002.602.80

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3.294.003.003.003.00

5.004.004.002.942.002.002.00

2.204.002.004.00

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All scores are based on a scale of 0 (weak) to 5 (strong).

VenDoR PRoFILes

Leaders

■ Accenture. Accenture has the largest SFDC services practice in the world, with more than 2,000 resources globally, including the most certified resources by a factor of more than two times the next-closest competitor. Accenture invests substantially in solution accelerators, including its SaaS Delivery Toolkit, built on Force.com, that it uses in a majority of projects to speed time-to-value and harness repeatable best practices. Accenture is best-suited for transformational projects that change the business or complex or global projects in a significant way.




■ Deloitte. Deloitte is one of the strongest choices in the salesforce.com ecosystem, especially for complex and multinational projects. Deloitte is making aggressive investments in salesforce.com technology capabilities — and bringing its deep process knowledge and organizational change management capabilities to drive client transformation. Deloitte also capitalizes on its Deloitte Digital capability, where it has leading practices in areas highly relevant to salesforce.com, such as mobile.

strong Performers

■ Appirio. Appirio is a part of a new breed of consultancy, with a sharp focus on cloud technologies and a rapid, iterative approach to delivering value. Appirio is a cloud-centric boutique that is a leading provider in the salesforce.com space as well as other leading cloud applications such as Marketo, Workday, Google, Box, and Jobvite. Appirio has more than 250 salesforce.com-skilled resources, and nearly all are certified on SFDC due to its policy that all salesforce.com consultants receive certification within 90 days of joining Appirio. Appirio can also extend beyond these 250-plus resources and tap into its innovative crowdsourcing mode, a network of more than 70,000 crowdsourced developers. Appirio’s biggest market is North America, but it also has growing presence in geographies including Japan and Europe. In 2012, Appirio acquired HR boutique Knowledge Infusion, which deepened its domain expertise in HR processes and human capital management (HCM) technologies, including salesforce.com’s Work.com.

■ Capgemini. Capgemini has a dominant presence working with SFDC customers in Europe, where more than 50% of its client base in SFDC projects is headquartered. Capgemini balances digital disruption with deep technology and platform expertise. One leading transformation example is Burberry; Capgemini consultants helped Burberry create a “social” enterprise and better customer connections through SFDC technologies like mobile, Chatter, and Force.com.

■ Bluewolf. Bluewolf has become known as a cloud specialist with a strong focus on salesforce.com as well as solutions including Eloqua, FinciancialForce.com, Zuora, and others. Bluewolf works with salesforce.com clients in a range of industries but has the heaviest experience in media, financial services, healthcare, and high-tech. The provider has deep experience across major salesforce.com solutions, including Sales Cloud, Service Cloud, Marketing Cloud, and Force.com. Bluewolf has invested in its own IP to drive client success, including integration tools Bluewolf Integrator and Bluewolf Replicator. One key service that Bluewolf clients enjoy is Bluewolf Beyond, which is an ongoing innovation program designed to maximize long-term value and engagement with employees and customers.

■ Fujitsu. Fujitsu jumped into salesforce.com early, acquiring early SFDC boutique Okere in 2007. The current Fujitsu practice has different strengths by region. Globally, the provider has a strong focus on manufacturing; the US has a strong focus on retail and financial services; Japan has a strong focus on the utilities sector; and the UK has a strong focus on the public sector. Across




the board, Fujitsu has a significant focus on security for salesforce.com, partnering with vendors such as CipherCloud. Fujitsu has also invested significantly in helping not-for-profits with their salesforce.com implementations. Fujitsu also sells its own SaaS products, such as the order management tool Glovia.

■ Cloud Sherpas. Cloud Sherpas is a newer name to the SFDC ecosystem, having rapidly expanded from its original roots as a leading Google partner to build an SFDC practice through aggressive acquisition of SFDC partners such as GlobalOne, CloudTrigger, and Innoveer. Cloud Sherpas has a strong SFDC practice, especially in financial services where it boasts large brand names such as Metropolitan Life Insurance as clients. Cloud Sherpas heavily leverages assets based on its existing process and industry expertise to drive faster, lower risk implementations.

■ Wipro. Wipro is a strong option for global SFDC implementations and also among the strongest of India-based firms. Wipro has worked on hundreds of SFDC implementations to date, including many large and complex rollouts. Wipro’s customer profile is a more complex salesforce.com environment, often with integration back to on-premises (such as SAP or Oracle). Wipro’s greatest strengths are its technology prowess and its capabilities with relevant technology areas such as Oracle, SAP, webMethods, and Tibco Software.

■ TCS. TCS combines its offshore expertise with local consultants to provide salesforce.com solutions for larger global clients. A key focus for TCS is developing industry-specific IP, such as the IP it has developed for the automotive industry. This IP helps clients layer industry best practices on top of horizontal SFDC functionality, with lower risk and faster time-to-market. TCS brings to bear its strength in related technology areas such as SAP, Oracle, and integration technologies. TCS is a good choice for larger, more complex deployments, particularly in manufacturing and utilities and telecom.

Contender

■ Cognizant. Cognizant has a strong and growing salesforce.com practice, with a deep bench of technology experts focused on salesforce.com as well as the broader needs that surround salesforce.com, such as cloud integration. Salesforce.com recognizes its fast-growing commitment and achievements in this marketplace; in April 2013, Cognizant achieved the top-tier Platinum Partner status. One challenge for Cognizant’s practice is that it sources consultants too heavily from India. Clients need more local expertise than Cognizant delivers today; nearly 80% of the SFDC expertise at Cognizant is in India. Cognizant’s performance in this evaluation suffered from below-average client reference scores, which is an anomaly versus the usually strong customer feedback scores that typical Cognizant references give it.




suPPLeMenTaL MaTeRIaL

online Resource

The online version of Figure 2 is an Excel-based vendor comparison tool that provides detailed product evaluations and customizable rankings.

Data sources used In This Forrester wave

Forrester used a combination of three data sources to assess the strengths and weaknesses of each solution:

■ Vendor surveys. Forrester surveyed vendors on their capabilities as they relate to the evaluation criteria. Once we analyzed the completed vendor surveys, we conducted vendor calls where necessary to gather details of vendor qualifications.

■ Executive strategy briefings. We asked vendors to provide us with a briefing on their vision for the SFDC market, strategy, and differentiation.

■ Customer reference survey. To validate product and vendor qualifications, Forrester also fielded a survey to four of each vendor’s current customers.

The Forrester wave Methodology

We conduct primary research to develop a list of vendors that meet our criteria to be evaluated in this market. From that initial pool of vendors, we then narrow our final list. We choose these vendors based on: 1) product fit; 2) customer success; and 3) Forrester client demand. We eliminate vendors that have limited customer references and products that don’t fit the scope of our evaluation.

After examining past research, user need assessments, and vendor and expert interviews, we develop the initial evaluation criteria. To evaluate the vendors and their products against our set of criteria, we gather details of product qualifications through a combination of lab evaluations, questionnaires, demos, and/or discussions with client references. We send evaluations to the vendors for their review, and we adjust the evaluations to provide the most accurate view of vendor offerings and strategies.

We set default weightings to reflect our analysis of the needs of large user companies — and/or other scenarios as outlined in the Forrester Wave document — and then score the vendors based on a clearly defined scale. These default weightings are intended only as a starting point, and we encourage readers to adapt the weightings to fit their individual needs through the Excel-based tool. The final scores generate the graphical depiction of the market based on current offering,




strategy, and market presence. Forrester intends to update vendor evaluations regularly as product capabilities and vendor strategies evolve.

enDnoTes1 This data was taken from a recent software survey. Respondents included 2,444 enterprise and SMB

companies, and there were 456 to 1,220 responses per application category. Source: Forrsights Software Survey, Q4 2012.

Forrester Research, Inc. (Nasdaq: FORR) is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology. Forrester works with professionals in 13 key roles at major companies providing proprietary research, customer insight, consulting, events, and peer-to-peer executive programs. For more than 29 years, Forrester has been making IT, marketing, and technology industry leaders successful every day. For more information, visit www.forrester.com. 97121

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