Forrester Research

Analyst's Photo	Name and Title	Contact information
	Chip Gliedman Vice President, Principal Analyst

Research Coverage

Business Process Management, CRM Strategy & Deployment, Customer Relationship Management, Customer Relationship Management Applications, Customer Service & Support, IT Management, IT Spending & Budgeting, Packaged Applications, Portfolio Management & PMOs, Total Economic Impact™

Research Focus

Chip serves CIOs. His research focuses on IT investment strategies, justifying technology investments, IT portfolio management, business technology (BT) alignment, and IT satisfaction. Chip developed the Total Economic Impact™ (TEI) model and program to help clients quantify and communicate the financial value of technology investments and strategies.

Previous Work Experience

Chip has 25 years of experience in the IT industry. He came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, he was director of business development for Passport Designs, where he managed both the customer service center and the direct sales organizations. In 1992, he implemented a program where technical support agents would be rewarded if their interactions led to the sale of an upgrade or additional product. Chip also held senior positions at Ingres, where he was group manager of desktop and Unix platform marketing, as well as Ingres' representative to the X/Open ISV council.

Chip has delivered presentations and workshops worldwide to audiences ranging from four to 400. His work on calculating and communicating the value of IT and IT projects was the subject of a cover story in PC Week and has been featured in BusinessWeek, CIO Magazine (US and Canada), InformationWeek (US and Germany), and numerous other business and trade publications. He has also appeared as a panelist on Silicon Spin with John Dvorak on ZDTV.