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Posts by Forrester Research

Do Your CSMs Have the Right Content to Support Customers?

Do your customer success managers (CSMs) have the right content to guide customers? Forrester’s Amy Bills and Lisa Gately explain.

How to Evolve from Departmental to Unified CRM

The evolution to Unified CRM is the next chapter in customer engagement. Forrester Research’s Kate Leggett explains how to get there.

Improving Your Security Posture During a Global Crisis

Forrester’s security and risk team outlines ways to renew your security program and give it new life. Joseph Blankenship explains.

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Maintaining Security Visibility Amid TLS 1.3 and DoH

TLS 1.3 and DNS-over-HTTPS improve individual privacy but reduce short-term enterprise security. Forrester’s David Holmes explains.

Third-Party Relationships and Risk Management Explained

Why third-party risk management platform (TPRM) is critical for today’s outsourcing and partner relationships. Forrester Research’s Alla Valente explains.

MSSPs Race to Managed Detection and Response (MDR) Services

MSSPs have made a strategic shift away from an “alert factory” approach to managed detection and response (MDR) cybersecurity services. Forrester Research explains.

Container Software Security: Three Best Practices

Software container deployments introduce new security challenges. Forrester’s Sandy Carielli outlines best practices for container security.

Digital Transformation for Customer Service: 4 Tips to Follow

Moving customer service operations to digital can improve customer experience and boost key success metrics. Forrester’s Kate Leggett explains.

Forecasting In Uncertainty: Software and SaaS Market Reality Check

Software and SaaS market predictions vary widely. Forrester’s Andrew Bartels explains two radically different views of the 2020 software market outlook.

Cloud Services Warnings Signs? SaaS Revenues Reveal This…

SaaS vendors like Adobe, Salesforce & ServiceNow are reporting YoY earnings growth, but quarter-to-quarter earnings reports show worrisome signs.