the forrester wave: mobile collaboration whitepaper

7/30/2019 The Forrester Wave: Mobile Collaboration Whitepaper

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Making Leaders Successul Every Day

Agst 5, 2011

The Feste Wae: MeCaat, Q3 2011 Ted Schade

Ctet & Caat Pessas
http://www.forrester.com/


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2011 Forrester Research, Inc. All rights reserved. Forrester, Forrester Wave, RoleView, Technographics, TechRankings, and Total EconomicImpact are trademarks o Forrester Research, Inc. All other trademarks are the property o their respective owners. Reproduction or sharing o thiscontent in any orm without prior written permission is strictly prohibited. To purchase reprints o this document, please email [email protected]. For additional reproduction and usage inormation, see Forresters Citation Policy located at www.orrester.com. Inormation is

based on best available resources. Opinions refect judgment at the time and are subject to change.

F Ctet & Caat Pessas

ExECuTivE SuMMAry

Mobile collaboration means putting collaboration workloads onto all-important smartphones and

tablets, then delivering a great user experience anywhere, anytime, on any device. Tis is a high

bar to clear, but we ound 13 vendors able to clear it. In Forresters 15-criteria evaluation o mobile

collaboration vendors, we ound that Adobe, Box, Cisco, IBM, salesorce.com, SugarSync, Skype, and

Yammer led the pack because o their commitment to tablets and smartphone platorms as well as a

strategy aligned with the needs o the mobile workorce: low latency, cloud reach, and platorm support.We also ound many Strong Perormers A&, Citrix, Dropbox, Evernote, and Google. In this

handpicked group o mobile collaboration vendors, no vendor slipped into the Contender or Risky Bet

categories at least as it relates to mobile support.

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http://www.forrester.com/go?docid=60069&src=59284pdfhttp://www.forrester.com/go?docid=59261&src=59284pdfhttp://www.forrester.com/go?docid=58697&src=59284pdfhttp://www.forrester.com/go?docid=58697&src=59284pdfhttp://www.forrester.com/go?docid=59261&src=59284pdfhttp://www.forrester.com/go?docid=60069&src=59284pdfhttp://www.forrester.com/


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2011, Feste reseach, ic. repdct PhtedAgst 5, 2011

The Feste Wae: Me Caat, Q3 2011


2

MobILE CoLLAboRATIoN REquIRES A NEW APP APPRoACH

When work is a thing you do rather than a place you go, you know you are living in a work-

anywhere world.1 Already, when your most productive employees use our devices to get work done,

client/server solutions with on-premises servers are inadequate, simply not responsive or agile

enough or escalating user requirements and expectations.

Instead, the uture belongs to a new application architecture that Forrester calls the mobile app

Internet, dened as an architecture o native apps on smart mobile devices linked to cloud-based

services that provide a context-rich experience anytime, anywhere.2 In this architecture, where user

expectations or quality and latency are very high, the winning mobile collaboration solutions are:3

Designed to run well on any mobile device. With so many dierent mobile platorms and ormactors to target, vendors will have to organize dierently, code dierently, and execute dierently.

Design skills grow ever-more important (and scarce); new abstraction layers that separatepresentation rom interaction rom back-end services are required; and teams must design or

mobile rst. Startups have an easier time with this new approach than established vendors.

Delivered as a cloud service. Latency is already a problem or distributed organizations. Evenwaiting or email to upload or download to a remote site can be painul. And access to team

sites and even the le system rom a hotel room over a virtual private network (VPN) can be

excruciatingly slow. Te problem is the lack o capacity, bandwidth, and data close to the device.

Te solution is cloud suppliers with data centers around the world and points o presence in

every major city. Te cloud is simply better or delivering good mobile app experiences.

HoW WE SELECTED AND EVALuATED MobILE CoLLAboRATIoN VENDoRS

o assess the state o the mobile collaboration market and see how the vendors stack up against each

other, Forrester evaluated the mobility strengths and weaknesses o the vendors that our clients

are asking most about. We included vendors in our collaboration categories: document-based

collaboration, webconerencing, videoconerencing, and activity streams. We limited the vendors

to those with native apps on more than one mobile operating system (AKA mobile platorm) with

a cloud solution and market experience, which means we le some vendors out, including Apple,

Microso, and RIM.

We evaluated only the mobile characteristics, not the collaboration category eatures. In any vendorselection you must o course evaluate actors like platorm alignment, product eatures, and the

vendors enterprise readiness, platorm support, and cloud reach (see Figure 1).


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2011, Feste reseach, ic. repdct Phted Agst 5, 2011



3

Figre 1 Me Caat Sts reqe A Cmpehese Feate Set

Source: Forrester Research, Inc.59284

PublicAdobe Connect High Medium Global

PublicAT&T Connect High Medium Global

$71MBox Medium High Regional

PublicCisco WebEx High High Global

PublicCitrix GoToMeeting High Medium Regional

$7MDropbox Low High Regional

$43MEvernote Low High Regional

PublicGoogle Apps High Medium Global

PublicIBM LotusLive Meetings High High Global

PublicSalesforce Chatter High High Regional

$2B+Skype Medium High Global

$40MYammer Medium High Regional

$26MSugarSync Low High Regional

Funding

statusSolution

Enterprise

readiness

Platform

support

Cloud

reach

Fiteen Criteria Defne The Evalated Vendrs Mile CapailitiesAer discussions with hundreds o companies and dozens o vendors, we developed and tested a

set o evaluation criteria ocused on mobility. We did not include criteria to evaluate the individual

categories. You should view this evaluation as an adjunct to your process; these are the mobile

criteria that you should include in any collaboration evaluation. We evaluated the products against

15 mobile criteria, which we grouped into three high-level buckets:

Current ofering. How well does the solution meet the current needs? Tese criteria include thesmartphone and tablet platorms as well as the desktop and browser support. We also included

criteria to evaluate security and administration eatures. Finally, we relied on a neutral data

source Apple App Store reviews to evaluate the user experience and popularity o the

oerings.4

Strategy. Tis bucket includes actors that establish a vendors strategic intent with mobility.Does the company have a mobile app Internet architecture with the right balance between cloud

services and local apps? Does the mobile development team report to a senior executive? How

long has the company had a mobile solution?


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4

Market presence. raditionally, this actor is a proxy or the size o the vendor and somemeasure o their market share. In this evaluation, we ocused much more on the mobile market

presence: Does the vendor have a lot o mobile users? Some vendors were reluctant to share

mobile app download or mobile customer data. Forrester thinks that you should care about

these measures o mobile success.

Mile Cllaratin Vendrs Deliver Sltins on Mltiple Smartphnes And Talets

Email has been a killer mobile collaboration app since 1998 when RIM rst launched BlackBerry

and it still is: Eighty-seven percent o smartphone workers use email on their devices, and collectively

they do 32% o their email on a smartphone.5

But with the advent o the Apple iPhone and the subsequent stampede o smartphones and now

tablets, the collaboration solution set has expanded dramatically. Weve chosen to evaluate the most

important mobile collaboration categories and vendors that content and collaboration proessionalsare asking about. We included enterprise vendors as well as startups with a strong consumerization

brand, meaning that they are already providing solutions to your workorce even i you havent

provisioned it. Not all o these vendors have the enterprise maturity that you crave, but they are part

o your employees tool set whether you like it or not.

Forrester included 13 vendors in the assessment: Adobe, A&, Box, Cisco, Citrix, Dropbox,

Evernote, Google, IBM, salesorce.com, Skype, SugarSync, and Yammer. Each o these vendors has

(see Figure 2):

A solution that runs on more than one mobile platorm. We now live and will always live ina multidevice world, where companies and consumers choose dierent smartphone and tablet

platorms and expect to get apps on all o them. Tis means that companies need vendors

that already support the most important mobile platorms: iOS, Android, and RIM, as well

as Windows and Macintosh computers and the common browsers. We restricted the vendors

evaluated to those with existing multiplatorm solutions.

A cloud-based solution that supports wireless access rom anywhere. In the multideviceworkplace, client/server architectures are dead, replaced by a new architecture that Forrester

calls the mobile app Internet, where native apps and cloud services combine to deliver great user

experiences anywhere, anytime, on any device. An on-premises solution, with its limited access

and bandwidth-constrained network, isnt well suited to deliver that experience.

Two or more years o mobile experience. Mobile collaboration solutions are advancing rapidlyand many vendors oer pieces o the solution. We restricted the evaluation to vendors with two

or more years o mobile experience because they are the ones that our clients most requently

ask about.


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5

Does this mean that your on-premises collaboration platorm suppliers cant deliver mobile

experiences? O course not. But or the kinds o advanced collaboration tools that companies

increasingly rely on conerencing, document-based collaboration, social tools, and activity eeds

the cloud is a better architecture or great user experiences. Te alternative is to put a giant pipe intoyour data center and make sure your network provider has points o presence and gateways to wireless

networks everywhere your employees want to work.

Figre 2 Eaated veds: Pdct imat Ad Seect Ctea

Source: Forrester Research, Inc.

Vendor

Adobe

AT&T

Box

Cisco

Citrix

Dropbox

Evernote

Google

IBM

Salesforce

Skype

SugarSync

Yammer

Product evaluated

Connect Mobile

Connect

Box Mobile

WebEx

GoToMeeting

Dropbox

Evernote

Google Apps For Business

LotusLive Meetings

Chatter

Skype

SugarSync

Yammer

Mobile app launch date

February 2010

December 2009

October 2007

January 2009

April 2010

November 2009

2008

April 2010

2009

2006

2006

2008

September 2008

Vendor selection criteria

Does the solution run natively on two or more mobile platforms?

Does the vendor oer a cloud-based solution?

Does the vendor have a history of mobile device support?

Are Forresters clients asking about this product and vendor?


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6

STARTuPS AND SoME ESTAbLISHED VENDoRS LEAD IN MobILE CoLLAboRATIoN

We only invited mobile-ocused collaboration vendors to participate, so its no surprise that the

scores are high and cluster in the Leader and Strong Perormer categories. However, there are

important Leaders in each o the three main categories: mobile current oering, mobile strategy,

and mobile market presence (see Figure 3):

Box, IBM, and Yammer lead in mobile current ofering scores. Current oering scores aredetermined by how many smartphone and tablet platorms the product runs on and by scores

or security, administration, and user reviews. Tese vendors have strong cross-platorm

support, in IBMs case going back many years. IBMs LotusLive Meetings excels also in security

and desktop support. Content synchronization and distribution vendor Box gets high marks in

Apple App Store reviews. Yammers scores are balanced across most current oering attributes.

Skype, Box, Yammer, and Cisco lead in mobile strategy scores. Strategy is determined largelyby the vendors strategy or cloud reach and the mobile app architecture (the balance betweennative apps and cloud services) as well as by the number o years with a mobile solution and

the organizational commitment. Skype wins on architecture and years in market. Box wins

on mobile and cloud architectures as well as organizational commitment. Cisco wins on cloud

reach and mobile architecture. Yammer wins on mobile app architecture.

Skype, Cisco, and Google lead in mobile market presence scores. Market presence isdetermined by the number o paying customers, paying users, and downloads. Skypes global

reach and longevity contribute to its market presence scores. Ciscos scores are determined

largely by the momentum o existing customers moving meetings to mobile. Google wins

because o its installed base o paying customer licenses and downloads.

Tis evaluation o the mobile collaboration market is a starting point only. We encourage you to

view detailed product evaluations and adapt the criteria weightings to t their individual needs

through the Forrester Wave Excel-based vendor comparison tool.


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Figre 3 Feste Wae: Me Caat, Q3 11


Go online to download

the Forrester Wave tool

for more detailed product

evaluations, feature

comparisons, and

customizable rankings.

Risky

Bets Contenders Leaders

Strong

Performers

StrategyWeak Strong

Current

offering

Weak

Strong

Market presence

Box

Adobe

Google

Citrix

Skype

SugarSyncAT&T

Evernote

Dropbox

Yammer

Cisco

IBM

Salesforce


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8

Figre 3 Feste Wae: Me Caat, Q3 11 (Ct.)


CURRENT OFFERING

Smartphone platforms

Tablet platforms

Browser platforms

Computers

App stores

Security model

Administration

Apple App Store reviews

STRATEGY

Mobile market experience

Mobile app architecture

Cloud strategy

Organizational commitment

MARKET PRESENCE

Mobile customers (accounts)

Mobile licenses or active users

App downloads

Ado

be

3.70

2.00

4.00

5.00

5.00

5.00

4.00

5.00

3.00

3.80

3.00

4.00

4.00

4.00

3.00

2.00

3.00

4.00

AT&T

3.00

3.00

1.00

5.00

2.00

2.00

4.00

4.00

3.00

2.95

1.00

2.00

4.00

5.00

2.70

2.00

3.00

3.00

Forresters

We

ight

ing

50%

20%

15%

5%

5%

5%

15%

15%

20%

50%

20%

35%

20%

25%

0%

30%

40%

30%

Box

4.15

5.00

3.00

5.00

3.00

5.00

4.00

3.00

5.00

4.20

3.00

5.00

3.00

5.00

3.30

3.00

3.00

4.00

Cisco

3.65

5.00

2.00

5.00

5.00

4.00

3.00

4.00

3.00

3.90

3.00

3.00

5.00

5.00

5.00

5.00

5.00

5.00

Citrix

2.55

2.00

2.00

5.00

3.00

2.00

2.00

3.00

3.00

2.80

1.00

3.00

4.00

3.00

3.00

3.00

3.00

3.00

Dropbo

x

3.25

4.00

2.00

5.00

5.00

4.00

2.00

1.00

5.00

3.25

1.00

4.00

2.00

5.00

3.60

3.00

3.00

5.00

Evernote

3.40

5.00

3.00

5.00

3.00

5.00

1.00

1.00

5.00

3.35

3.00

4.00

3.00

3.00

4.00

3.00

4.00

5.00

Google

3.00

1.00

1.00

5.00

0.00

4.00

5.00

3.00

5.00

2.80

1.00

3.00

4.00

3.00

4.60

5.00

4.00

5.00

IBM

3.75

5.00

2.00

5.00

5.00

4.00

5.00

4.00

2.00

3.75

3.00

4.00

5.00

3.00

2.00

2.00

2.00

2.00

Sa

lesforce

3.65

4.00

3.00

5.00

3.00

4.00

4.00

4.00

3.00

3.75

5.00

4.00

3.00

3.00

3.70

5.00

4.00

2.00

Skype

3.00

5.00

2.00

0.00

5.00

4.00

1.00

2.00

4.00

4.45

5.00

4.00

4.00

5.00

5.00

5.00

5.00

5.00

SugarSync

3.40

5.00

2.00

5.00

3.00

5.00

2.00

1.00

5.00

3.85

3.00

4.00

3.00

5.00

3.30

2.00

3.00

5.00

Yamme

r

3.65

5.00

2.00

5.00

5.00

4.00

3.00

4.00

3.00

3.95

3.00

5.00

3.00

4.00

3.40

3.00

4.00

3.00

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

VENDoR PRoFILES

Each vendor has a unique approach to mobility that is shaped by the collaboration problem they are

solving document-based collaboration and webconerencing are entirely dierent scenarios and

by their history, legacy, and belie in mobility. For example, Microso is not present in this Forrester

Wave, although it is a critical collaboration vendor. Once Microso ollows through on its promise o

delivering the Lync and SharePoint Workspace clients on multiple mobile platorms, it will also be an

important mobile collaboration vendor. But or now, these 13 vendors have the eatures that your

mobile employees need.

Leaders bring Strng Mile Capailities

Adobe Connect brings Flash and experience to its webconerencing solution. Adobehas solved the challenges o iPhones and iPads by porting its Flash-based webconerencing

application. Te other platorms are targeted through Flash support. Te vendor ocuses on

usability and user experience with a careul design o its product eatures or dierent screen

sizes and orm actors.


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Box is a document-based collaboration startup with big aspirations. Tis Palo Alto-basedstartup is ocused on getting your enterprise content securely out to mobile devices via its

cloud service. Box has raised $70 million in venture unding and is using that money to add

enterprise eatures such as policy-based administration, security eatures, and SharePoint and

Documentum connectors.

Cisco WebEx continues its mobile app Internet dominance. Cisco WebEx already has morethan 1 million mobile attendees and more than 15 million mobile meeting minutes every

month. Tis will only grow as the number o tablets and smartphones increases. Te vendor is

well suited to a cloud-based, multidevice world with its global network and native mobile apps

on iPhone, iPad, Android (including its Cius tablet), and RIM BlackBerry smartphones.

IBM LotusLive Meetings has good multiplatorm, multidevice support. IBM has

almost doubled the size o its mobile device development team in the last year to port thiswebconerencing app to iPad, iPhone, Android, and soon RIMs products. Coupled with IBMs

cloud delivery model and enterprise-grade security and administration, this product has the

mobile support that business customers need. However, IBM has ewer mobile webconerencing

customers than Adobe, Cisco, or Citrix.

Salesorce brings Chatter to mobile devices along with its other modules. Salesorce.comhas built mobile apps or its CRM solution or years, and its Chatter collaboration tool is no

exception. Whats notable about salesorce.com, besides its cloud architecture and extensive

mobile device support, is its ocus on building hybrid apps that get the most unctionality

possible out o HML5 browsers extended with client-side JavaScript libraries.

Skype is a surprisingly big orce in mobile collaboration. Skype, which is now awaitingapproval to be purchased by Microso, counts more than 170 million active monthly users.

Features include audio and videoconerencing, inbound and outbound dialing to regular

phones, presence and chat, le sharing, and Wi-Fi access services. Te company has had tens o

millions o downloads on six dierent mobile operating systems, including iOS, Android, and

RIM. Forrester estimates that at least 39% o Skype users use it or business.

SugarSync ofers document-based collaboration services with an eye on service providers. Tisstartup has raised $26 million to oer cloud-based le synchronization and collaboration.

SugarSync has Korea elecom as a customer reselling its solution to 21 million customers, and it

has its eye on other service providers in the US and Europe. Like other mobile collaboration

startups, the vendor uses a reemium model with ve gigabytes or ree and a storage-based pricing

model aer that. Its business oering includes administration eatures in addition to security.

Yammer is ocused on a consistent user experience across all devices. Yammers businesssocial oering already counts 100,000 business customers, with 82% o the Fortune 500.


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Although the vendor has a reemium model it does have an enterprise ocus, with SharePoint

web parts, OAuth-based authentication, and data and wireline encryption. Yammer has a

mobile rst strategy and is the rst vendor to describe a development team building interaction

APIs that deliver a consistent user experience across all devices.

Strng Perrmers Emrace The App Internet

AT&T Connect continues to ocus on making its webconerencing solution more mobile.A&, as a service provider, is building services that run well in its global networks and data

centers. Its Connect product scored well in our last webconerencing Forrester Wave, and the

vendor continues to expand the product to tablets and smartphones. Te big benets include a

cloud delivery model and global reach.

Citrix has extended GoToMeeting to tablets and now smartphones. Citrix continues its

successul path o highly usable and reasonably priced webconerencing solution. Citrixlaunched GooMeeting on iPad in April 2010, and it now has ported the oering to iPhones

and the Droid3 Android phone. Te vendor plans to support more Android smartphones and

tablets later this year.

Dropbox serves your employees mobile document needs with or without your support. Tis50-person startup has had more than 5 million iOS downloads, 1 million Android downloads,

and 1 million BlackBerry downloads since its 2009 launch. Dropbox users include those with

email addresses at 87% o Fortune 100 rms and probably your rm too. Te vendor reports

that 200 million les a day are uploaded to its servers. Files are encrypted on Amazons S3 cloud

storage, and data transers use SSL. While the service lacks eatures like legal hold and directory

synchronization, it has an active marketplace where more than 200 other apps are extending orharnessing Dropbox eatures.

Evernote brings a mobile app Internet architecture to note-taking. In the words o CEO PhilLiben, Evernote is a way to remember everything you have to remember. Tis note-taking

application stores notes in the cloud and makes them available with a native app on every device.

Evernote is a startup with $43 million in unding and 9 million users. Although this vendor has

not yet built enterprise security eatures, it is another document-based collaboration vendor that

likely includes your employees among its customers.

Google pushes mobile web but has acknowledged the need or mobile apps.

Google Appsor Business is a cloud-based collaboration solution with customers like GSA, Genentech, and

the city o Los Angeles. Google long ago mastered the mobile app Internet architecture, but its

100% web strategy makes it a reluctant mobile app builder. However, it has built a Google Docs

app or Android, and Forrester believes it will build more mobile collaboration apps over time.


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11

SuPPLEMENTAL MATERIAL

online Resrce

Te online version o Figure 3 is an Excel-based vendor comparison tool that provides detailedproduct evaluations and customizable rankings.

Data Srces used In This Frrester Wave

Forrester used two data sources to assess the strengths and weaknesses o each solution:

Vendor surveys. Forrester surveyed vendors on their capabilities as they relate to the evaluationcriteria. We also conducted vendor interviews to gather details o vendor qualications.

Apple App Store customer reviews. We gathered the customer reviews and the number oreviews or the most recent version and or all versions o the mobile app. We gathered this data

or every mobile app on the same day, May 14, 2011.

The Frrester Wave Methdlgy

We conduct primary research to develop a list o vendors that meet our criteria to be evaluated

in this market. From that initial pool o vendors, we then narrow our nal list. We choose these

vendors based on: 1) product t; 2) customer success; and 3) Forrester client demand. We eliminate

vendors that have limited customer reerences and products that dont t the scope o our evaluation.

Aer examining past research, user need assessments, and vendor and expert interviews, we develop

the initial evaluation criteria. o evaluate the vendors and their products against our set o criteria, we

gather details o product qualications through a combination o lab evaluations, questionnaires,demos, and/or discussions with client reerences. We send evaluations to the vendors or their review,

and we adjust the evaluations to provide the most accurate view o vendor oerings and strategies.

We set deault weightings to refect our analysis o the needs o large user companies and/or

other scenarios as outlined in the Forrester Wave document and then score the vendors based

on a clearly dened scale. Tese deault weightings are intended only as a starting point, and we

encourage readers to adapt the weightings to t their individual needs through the Excel-based

tool. Te nal scores generate the graphical depiction o the market based on current oering,

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

capabilities and vendor strategies evolve.


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12

ENDNoTES

1 Broadband connections, mobile devices, and collaboration tools make employees productive rom any

location. Your employees know this already: Forresters survey o more than 5,000 inormation workers

in ve countries reveals that hal o the inormation workorce works online rom home, and one in ve

does on the go. Tey also live online using the Internet or personal purposes at work (especially your

senior sta). But surprise! Employees give that time back by working online the same number o hours at

home, where Facebook and Youube and email and web meetings blend into a happy work/lie balance.

As a content and collaboration (C&C) proessional, your conclusion should be that its time to champion

the cause o your companys work anywhere uture and carry the technology banner to achieve it. See the

March 17, 2011, Te Internet Crushes Te Work/Lie Boundary report.

2 Te explosion o app innovation that started on the iPhone and then spread to Android devices and

tablets will continue to drive tech industry innovation and have ar-reaching pricing and go-to-market

implications or soware and services providers. Te development o this mobile app Internet with hybrid

local and cloud-supported applications will oster huge levels o innovation and open up new services

opportunities around the creation and management o these B2C, B2B, and B2E apps. Te mobile app

Internet will also change the way soware is priced and designed. See the February 28, 2011, Mobile App

Internet Recasts Te Soware And Services Landscape report.

3 Te days when a Windows application and a server cluster in the data center could handle your

collaboration needs are over. An increasingly mobile and remote workorce with experiences orged by

Angry Birds and Google Maps has killed it. Mobile employees expectation o a great user experience on

any device can only be met with collaboration solutions architected with native apps and cloud delivery,

an architecture Forrester calls the mobile app Internet. And that means content and collaboration

proessionals need a new approach and oen a new set o suppliers that can deliver real-time and team-

based collaboration apps on any mobile device. See the July 13, 2011, Mobilize Your Collaboration Strategy

report.

4 Some vendors pointed out that consumer products like Skype or Dropbox will get more reviews than

enterprise products like WebEx or salesorce.com Chatter. But in this world o consumer-led technology

innovation, Forrester believes that apps that employees bring in to solve business problems are an important

source o technology solutions. So the individual reviews are a valid input into any assessment.

5 Te statistics in this section are drawn rom a survey o 5,519 inormation workers in the US, Canada, UK,

France, and Germany in our Forrsights Workorce Employee Survey, Q1 2011.
http://www.forrester.com/go?docid=58697&src=59284pdfhttp://www.forrester.com/go?docid=58179&src=59284pdfhttp://www.forrester.com/go?docid=58179&src=59284pdfhttp://www.forrester.com/go?docid=60069&src=59284pdfhttp://www.forrester.com/go?docid=60069&src=59284pdfhttp://www.forrester.com/go?docid=58179&src=59284pdfhttp://www.forrester.com/go?docid=58179&src=59284pdfhttp://www.forrester.com/go?docid=58697&src=59284pdf


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Forrester Research, Inc. (Nasdaq: FORR)

is an independent research company

that provides pragmatic and orward-

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