William Band is a Vice President & Principal Analyst with Forrester Research. His research focuses on helping organizations establish and validate CRM strategies, prioritize and focus CRM projects, facilitate CRM vendor selection, and plan for project success. He is also the author of two books: Creating Value for Customers: Designing and Implementing a Total Corporate Strategy and Touchstones: Ten New Ideas Revolutionizing Business. He was named as one of CRM Magazine's 2007 Influential Leaders.