Forrester

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2011: Mass Merchants

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Mass Merchants

In the large-format mass merchant sector, Wal-Mart and Target have successfully implemented market-leading online retail functionality and connected consumer touchpoints to enhance their customer...

• Downloads: 485
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For CIO Professionals

Tool:IT Leadership Clients' Metrics Questions Span Several Key Areas

For CIO Professionals

Report:Benchmarking ANZ IT Budgets And Priorities

CIOs Drive IT Efficiency To Free Up Resources For Business Priorities

CIOs across Australia and New Zealand are emerging from the global financial crisis with a renewed vigor to ensure they effectively meet the needs of the rest of the business. However, their keen...

• Downloads: 333

For CIO Professionals

Report:Measure And Manage The Innovation Process

Performance Management: The Innovation Playbook

In today's rapidly changing global marketplace, an organization's innovation process is critical to competitive survival, regardless of the industry. Innovation takes many forms ranging from small,...

• Downloads: 471

For CIO Professionals

Report:Measuring BT Governance Outcomes Through Balanced Scorecards

The BT Governance Collection: Communications

Implementing strong business technology (BT) governance is on the agenda for many organizations as they continue the seemingly endless pursuits of aligning IT and business strategy, getting more...

• Downloads: 167

For Sourcing & Vendor Management Professionals

Report:Benchmarking Within The Sourcing Life Cycle

Forrester clients often tell Forrester that they have a strong demand for service price information and a high interest in comparing their existing business and IT services with the market. Many of...

• Downloads: 323

For Infrastructure & Operations Professionals

Report:File Storage Costs Less In The Cloud Than In-House

We Calculate A 74% Cost Reduction, But It's Hard To Compare Apples To Apples

There's a great deal of hype surrounding cloud delivery models of all flavors, with the assumption that it will usher in a new era of cheaper, better IT. But most I&O organizations struggle to...

• Downloads: 935

For Infrastructure & Operations Professionals

Report:Enhance Service Visibility To Reduce MTTR

Exploding Complexity Mandates The Consolidation Of Tools, People, And Knowledge

IT inexorably moves to more sophisticated models of dynamic services and cloud computing. Unfortunately, the most common operational functions remain less than dynamic and continue to focus on...

• Downloads: 351
• Comments: 1
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For Infrastructure & Operations Professionals

Report:Benchmark The Performance Of Your Business Continuity Program

Benchmark: The Business Technology Resiliency Playbook

This report outlines Forrester's solution for infrastructure and operations (I&O) leaders to benchmark the performance of their business continuity (BC) programs as part of their broader business...

• Downloads: 349
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For Security & Risk Professionals

Report:Develop Mobile Operations And Security Balanced Scorecards

Performance Management: The Mobile Security And Operations Playbook

This report outlines the performance management of Forrester's solution for infrastructure and operations (I&O) executives working on mobile security and operations. This report is designed to help...

• Downloads: 433

For Enterprise Architecture Professionals

Report:The State Of EA 2013: Information And Business Architecture Take Hold; New Hardships Arise

Landscape: The EA Practice Playbook

Since 2009, Forrester's global state of enterprise architecture (EA) online survey has tracked the trends, priorities, and challenges of the EA practice. In our latest survey, the scale of EA value...

• Downloads: 480
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For Application Development & Delivery Professionals

Report:Establish Ongoing Processes To Assess Your Business Intelligence Maturity

Assessment: The Business Intelligence Playbook

Forrester's business intelligence (BI) maturity self-assessment model helps BI professionals quickly assess the maturity of their current-state environments. It also allows BI pros to benchmark their...

• Downloads: 255

For Infrastructure & Operations Professionals

Client Inquiry:What Is The Residual Value Of A SAN Storage Solution?

If we do a four-year operating lease for $1.6M of EMC equipment, what would be the remaining life of the equipment after four years (i.e., 10%, 15%)?

For Infrastructure & Operations Professionals

Report:Building The Always-On, Always-Available Extended Enterprise

Three Steps To Get You On The Path To Running 24x7x365 Services

The extended enterprise of internal employees to external customers, partners, and suppliers expect services to be delivered to them 24x7x365 in a seamless fashion. But running an always-on,...

• Downloads: 345

For eBusiness & Channel Strategy Professionals

Report:Online Customer Service Functionality Benchmark: US Airlines

The Best And Worst Of Online Customer Service Among The Top Four US Airlines

Forrester evaluated the online customer service offerings of the four largest US airlines: Delta Air Lines, United Airlines, Southwest Airlines, and American Airlines. Our analysis uncovered a few...

• Downloads: 457
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For CIO Professionals

Report:The State Of Workforce Technology Adoption: Global Benchmark 2012

Strategic Planning Forrsights For CIOs

CIOs are responsible for the technology tools and services that make employees productive and successful at work. Too often, the CIO organization must make decisions about devices, software licenses,...

• Downloads: 226

For Sourcing & Vendor Management Professionals

Report:Align IT Services Metrics With Relationship Goals

Benchmarks: The Services Sourcing Playbook

There are almost as many ways to measure service providers as there are service providers themselves. But more is not necessarily better when measuring service partners — as the more that you...

• Downloads: 545

For Marketing Leadership Professionals

Report:The State Of Consumers And Technology: Benchmark 2011, US

North American Consumer Technographics®

This report is a graphical analysis of Forrester's North American Technographics® Online Benchmark Survey, Q3 2011 (US, Canada). It provides a generational overview of US consumers'...

• Downloads: 1706

For Infrastructure & Operations Professionals

Client Inquiry:Service Portfolio Metrics

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For CIO Professionals

Report:Winning The Customer Experience Game

Best Practices For CIOs

Customer experience (CX) is too often thought of in terms of the IT help desk. But CIOs and their IT teams are increasingly being challenged with improving the customer experience for the...

• Downloads: 147

For CIO Professionals

Report:Measure Workforce Experience Through Engagement, Productivity, And Customer Impact

Customer experience — its relationship to loyalty and satisfaction and the likelihood that it will lead to future business — is now a well-established discipline. However, measuring...

• Downloads: 80
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For Application Development & Delivery Professionals

Report:Benchmarks For CRM Selection And Deployment

Size Up Your CRM Initiative Compared Against 99 Projects

How does your customer relationship management (CRM) project compare with those at other organizations? Forrester surveyed 99 organizations that are using one of 19 leading CRM suite solutions to...

• Downloads: 1031

For Security & Risk Professionals

Report:Seven Habits Of Highly Effective Incident Response Teams

Assessment: The Security Architecture And Operations Playbook

Given the continued metastasizing of the threat landscape, it comes as no surprise that enterprises should possess mature incident response capabilities that are built on staff, augmented by...

• Downloads: 206
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For Security & Risk Professionals

Report:Build The Business Case For A GRC Platform

Business Case: The Governance, Risk, And Compliance Playbook

As the governance, risk, and compliance (GRC) platform market matures, product vendors struggle to point to credible return on investment figures, and potential buyers similarly struggle when asked...

• Downloads: 965

For Marketing Leadership Professionals

Report:Benchmark Your Interactive Marketing Maturity

Five Key Metrics For Tracking Progress

Are your interactive marketing efforts keeping pace with the marketplace? In this report for interactive marketers, Forrester identifies the five key benchmarks that help you gauge how well you are...

• Downloads: 808
• Comments: 1
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