Forrester Research

	Chip Gliedman Vice President, Principal Analyst

Research Coverage

Customer Relationship Management, Help Desk/Service Desk, Customer Service & Support, Packaged Applications

Research Focus

Chip serves Business Process & Applications professionals. He researches using management processes, technology architectures, business applications, and external service providers to provide the maximum value to internal customers of IT through the service desk and external customers of an organization through customer service and contact centers. Previously, Chip developed the Total Economic Impact™ (TEI) model and program to help clients make decisions about the overall financial value of IT strategies.

Previous Work Experience

Chip has 20 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 InformationWeek (US and Germany), CIO Magazine (US and Canada), BusinessWeek, and numerous other business and trade publications. He has also appeared as a panelist on Silicon Spin with John Dvorak on ZDTV.