Forrester

For Customer Insights Professionals

Report:Plan Customer-Centric Campaign Management Requirements

Assessment: The Cross-Channel Campaign Management Playbook

This report outlines the capabilities assessment of Forrester's solution for customer intelligence (CI) professionals working on marketing technology. Transforming marketing programs into...

• Downloads: 295

For Interactive Marketing Professionals

Report:The Forrester Wave™: Marketing Mix Modeling, Q2 2013

The Nine Providers That Matter Most And How They Stack Up

Since Forrester published its first Wave™ evaluation on marketing mix modeling in 2011, the market has undergone significant growth and evolution as marketers demand more in-depth, real-time,...

• Downloads: 247

For eBusiness & Channel Strategy Professionals

Report:Optimize Your Mobile Banking Strategy

Continuous Improvement: The Mobile Banking Strategy Playbook

Congratulations! Your mobile banking web, iPhone, iPad, and Android apps are live, and adoption has surpassed your wildest expectations. But what now? Digital banking teams need to test and optimize...

• Downloads: 664
• Rating:

For Application Development & Delivery Professionals

Report:Market Overview: Chat Solutions For Customer Service

Twenty Solutions For Delivering Differentiated Experiences

Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

• Downloads: 153

For Application Development & Delivery Professionals

Tool:TechRadar™: Contact Center Technologies, Q3 2011

For Infrastructure & Operations Professionals

Tool:TechRadar™: Growth Phase Technologies

For Customer Insights Professionals

Tool:Users Want Vendors To Improve Application Reporting And Usability

For Marketing Leadership Professionals

Report:Manage Your Marketing Mix Modeling Vendors

Performance Management: The Marketing Mix Optimization Playbook

Successful optimization of the marketing mix requires careful coordination of multiple data streams, generation of insights from marketing mix models, and careful review of budget allocation...

• Downloads: 193

For Customer Insights Professionals

Report:Organize For Social Intelligence

Organization: The Social Intelligence Playbook

Finding and acting on insights gleaned from online and social discussions is a tricky practice. It takes the right combination of clarity of objective, business planning, technology, and, most...

• Downloads: 1038

For Business Process Professionals

Client Inquiry:Call Center: From Administration To Selling Activity

We believe we can increase sales with our call centers in our direct marketing organization if we can figure out how to transform our phone interactions into selling activities instead of...

For Customer Insights Professionals

Report:The Forrester Wave™: Customer Engagement Agencies, Q4 2012

How 13 Vendors Stack Up In An Emerging Market

In Forrester's 19-criteria evaluation of emerging customer engagement agencies (CEAs), we found that only OgilvyOne Worldwide has made a significant-enough shift in this segment of its business to be...

• Downloads: 520
• Comments: 2
• Rating:

For Customer Insights Professionals

Report:How To Identify Online Marketing Suite Requirements

Assess Your Current State To Inform The Online Marketing Suite Road Map

The online marketing suite is a well-regarded framework for coordinating interactive marketing, but it consistently proves difficult to implement. Customer Intelligence (CI) professionals struggle to...

• Downloads: 358

For eBusiness & Channel Strategy Professionals

Report:Mobile Measurement Is An eBusiness Imperative

Performance Management: The Mobile eBusiness Playbook

Mobile has reached critical mass due to improved infrastructure, advances in device utility, and overall market penetration. Engaging with customers via mobile is unavoidable: Whether or not...

• Downloads: 554
• Rating:

For Application Development & Delivery Professionals

Tool:Customer Data Management Capabilities Best Practice Self-Assessment

For Customer Insights Professionals

Report:Organizing For Site Optimization

Incorporating testing into marketing and customer experience management programs is crucial because consumer behaviors change continually and vary by a multitude of dimensions that are nearly...

• Downloads: 650
• Rating:

For Infrastructure & Operations Professionals

Tool:TechRadar™: Contact Center Solutions, Q3 2011: Technologies Evaluated

For Marketing Leadership Professionals

Report:The New Interactive Agency Landscape

Agencies Reinvented As Mediators Will Win While The Rest Wither

The agency model is crumbling under the weight of continual innovation in digital channels, the changing media behaviors of the always-addressable customer, and marketers' frustration with a siloed...

• Downloads: 985
• Comments: 7
• Rating:

For Customer Insights Professionals

Tool:Improving Customer Experience Is Top Of Mind For CI Professionals

For Customer Insights Professionals

Report:Evolve Your Approach To Acquisition And Retention

Processes: The Customer Analytics Playbook

Marketers continue to emphasize acquisition and are willing to take the risk of acquiring customers with low long-term profitability. While retention efforts typically enjoy the spotlight in an...

• Downloads: 391

For Customer Insights Professionals

Client Inquiry:Best-In-Class Highly Personalized Multichannel Communications Programs

What are some great examples of automated, highly personalized, multichannel communications programs? My company has a few programs in pilot mode, but it seems that this concept of highly automated,...

For Customer Insights Professionals

Report:The Evolution Of The Customer Engagement Agency

As the demand for customer intelligence (CI) from business stakeholders grows and more organizations increase their CI maturity, organizations' marketing agency needs have also changed. A few...

• Downloads: 519
• Rating:

For Customer Insights Professionals

Report:Cross-Channel Attribution Presents A Clear Path To Marketing ROI

Vision: The Cross-Channel Attribution Playbook

Today's customers interact with brands via a wide variety of touchpoints and at different stages of the brand life cycle. But companies measure campaign success using last-touch methods that fail to...

• Downloads: 473

For Customer Insights Professionals

Report:Don't Wait To Optimize Mobile Sites And Apps

Tailored Experiences Are Critical As Mobile Rewrites Customer Engagement Standards

The drumbeat of mobile is increasingly difficult to ignore as usage and revenue gain momentum and smartphones become tightly woven into multichannel customer experiences. But developing engaging...

• Downloads: 703

For Application Development & Delivery Professionals

Report:Digital Experience Delivery Maturity Assessment

Assessment: The Digital Experience Delivery Playbook

This report outlines for IT professionals more than 100 essential practices for organizations looking to deliver their digital experience transformation strategies. It asks questions such as: Do you...

• Downloads: 194

For Customer Experience Professionals

Report:Web Site Brand Experience 2010: Hotels

Forrester Applies Its Web Site Brand Experience Review Methodology To Four Top Sites

The hotel industry features highly recognized brand names like Crowne Plaza, Hilton, Marriott, and Sheraton. But how good is the brand experience offered by major hotel brands' Web sites? To find...

• Downloads: 493