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As industries mature and companies can no longer differentiate themselves by attributes such as products or pricing, customer service becomes a criticalcompetitive advantage... Managers at all levels are coming to realize that service and support interactions are often the only direct contact the company has with the customer, and that the quality of those interactions therefore has a significant impact on long-term business success.
Forrester
John Ragsdale
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As a leading provider of customer interaction and business intelligence services, SafeHarbor Technology Corporation is actively engaged with and covered by leading industry analysts from the firms listed below.
Aberdeen Group
Allen Bonde Group
AMR Research
Forrester
The 451 Group
Gartner
META Group
Robert Frances Group
Yankee Group
Aberdeen Group
AberdeenGroup is the leading provider of fact-based research and advice for the global technology-driven value chain, delivering solutions for business and technology executives. Aberdeen's portfolio of research-based solutions comprises benchmarking, market and solution assessments, solution selection and sales acceleration programs, and networking conferences. Aberdeen supports Global 5000 value chain, and technology executives and the providers that serve them.
Analysts:
Katherine Jones — Research Director Enterprise Applications
Allen Bonde Group
Allen Bonde Group is a management consulting and strategic advisory firm focused on the enterprise software market and the impact of emerging business models and technologies. From its early work outlining the need for better online customer service, to key studies predicting fundamental shifts in the adoption of business intelligence tools and projecting consolidation in the self-service sector, ABG not only tracks and influences emerging software markets -- they help define them.
Analysts:
Allen Bonde — President and founder of Allen Bonde Group, Inc.
SafeHarbor Coverage:
How to Successfully Deliver Customer Self Service, 3/20/2005
AMR Research
AMR Research provides practical, decisive research and actionable advice for more than 5,000 executives who seek to improve business process performance and cut costs with technology. These companies rely on AMR Research to support their most critical business initiatives, including supply chain transformation, new product introduction, customer profitability, compliance and governance, and IT benefits realization.
Analysts:
Eric Newmark — Senior Research Analyst, CRM
Laura Preslan — Research Director, CRM
SafeHarbor Coverage:
Web Self-Service Cuts Costs While Increasing Service Levels, 06/2005
Migrating Customer Interactions to Self-Service Channels, 11/2003
Forrester
Forrester is an independent technology research company that provides pragmatic and forward-thinking advice about technology's impact on business. Business, marketing, and IT professionals worldwide collaborate with Forrester to align their technology investments with their business goals. Forrester offers products and services in four major areas: Research, Data, Consulting, and Community.
Analysts:
Elizabeth Herrell — Vice President
Chip Gliedman — Vice President
John Ragsdale — Vice President, Research Director
SafeHarbor Coverage:
European eService Trends: Automating "Middle-Office" Processes, 12/2005
The Forrester Wave™: eService Suites, Q2 2006, 5/2006
The 451 Group
The 451 Group is an independent technology industry analyst company focused on the business of enterprise IT innovation. The company's analysts provide critical and timely insight into the market and competitive dynamics of innovation in emerging technology segments. Clients of the company — at vendor, investor, service-provider and end-user organizations — rely on 451 insight to support both strategic and tactical decision-making for competitive advantage.
Analysts:
Martin Schneider — Analyst, Enterprise Software
SafeHarbor Coverage:
Impact Report: With new funding, SafeHarbor shifts from customized support products to packaged apps, 02/2005
Gartner
Gartner, Inc. is the leading provider of research and analysis on the global information technology industry. Gartner serves more than 10,000 clients, including chief information officers and other senior IT executives in corporations and government agencies, as well as technology companies and the investment community. The Company focuses on delivering objective, in-depth analysis and actionable advice to enable clients to make more informed business and technology decisions.
Analysts:
Esteban Kolsky — Research Director, CRM
Michael Maoz — Vice president and Research Director, CRM
SafeHarbor Coverage:
Gartner Market Focus: BPO Vendor Offerings Vary Widely, North America, 2005, 02/2005
The Gartner CRM Software Vendor guide: 2003 — Strategy, Trends and Tactics 07/2003
META Group (acquired by Gartner)
META Group is a leading provider of information technology research, advisory services, and strategic consulting. Delivering objective and actionable guidance, META Group's experienced analysts and consultants are trusted advisors to IT and business executives around the world. Their unique collaborative models and dedicated customer service help clients be more efficient, effective, and timely in their use of IT to achieve their business goals.
Analysts:
Carole MacPherson — Senior Program Director
David Cearley — Senior Vice President & Principal Analyst
Tim Hickernell — Vice President
Robert Frances Group
Robert Frances Group (RFG) provides actionable, timely advice, consulting, and research about the IT marketplace to Global 2000 executives. With a focus on "the business of IT," RFG helps IT executives maximize their effectiveness by helping them align IT efforts with corporate business strategies, drive revenue, improve productivity, and reduce IT costs.
Analysts:
Maria DeGiglio — Principal Business Analyst and ERP Practice Leader
Sara Braunstein — Research Analyst
Yankee Group
Yankee Group helps its clients succeed by providing the knowledge, tools and support they need to make winning decisions when business opportunities intersect with technology solutions. In business more than 35 years, Yankee Group knows the importance of listening to and understanding the needs of its clients. Yankee Group delivers value through authoritative, innovative and flexible research products and consulting services.
Analysts:
Art Schoeller — Senior Analyst
Deena Cherenza — Analyst
Reports:
Customer Self-Service Experience Improves With Cross-Channel Approach, 11/2005
Myths About Contact Center Communications Persist Even in a Maturing Marketplace
05/2003
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For more information about how SafeHarbor can help your company increase productivity, customer retention, satisfaction and loyalty—while reducing support costs—please contact us at:
SafeHarbor
Technology Corporation
360-482-1500
E-mail
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