Forrester

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark: Australian Apparel Retailers

Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Apparel Retailers

In Australia, apparel retailers face incredibly challenging conditions, not helped by the emphasis that global online retailers from other countries are placing on this market. To test whether online...

• Downloads: 180
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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 eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark: Australian Consumer Electronics Retailers

Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Consumer Electronics Retailers

Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester...

• Downloads: 156

For Enterprise Architecture Professionals

Report:Measure EA's Business Goals, Engagement, And Influence

Metrics: The EA Practice Playbook

This report outlines the metrics for enterprise architecture (EA) impact of Forrester's solution for EA executives building a high-performance EA program. Developing and executing a metrics and...

• Downloads: 583
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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: 544

For Infrastructure & Operations Professionals

Report:Avoid Tactical, Narrow Service Management And Automation Strategies

Strategic Plan: The Service Management And Automation Playbook

This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders to develop their service management and automation (SMA) strategic plan. This is important as the...

• Downloads: 814
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For CIO Professionals

Report:CIOs Are Not Ready To Support Business Innovation

Benchmarks: The Innovation Playbook

While innovation is a hot topic among most of the organizations we work with, our recent survey of IT leaders indicates that a minority of firms have formalized their practices and processes. Only...

• Downloads: 369
• Comments: 1
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For Application Development & Delivery Professionals

Report:The State Of Digital Customer Experience Technology, 2013

Findings From Forrester's Digital Customer Experience Online Survey

Forrester recently surveyed 233 digital customer experience professionals with decision-making roles in digital experience (DX) technologies, asking them about their strategies for the coming 12 to...

• Downloads: 180

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: 470

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: 140

For Sourcing & Vendor Management Professionals

Report:Good Software Deals Balance Price, Flexibility, And Risk Mitigation

Metrics: The Strategic Software Sourcing Playbook

This report describes the metrics that form part of Forrester's solution for sourcing and vendor management (SVM) executives who are moving to strategic software sourcing. Too many sourcing...

• Downloads: 147

For CIO Professionals

Report:Measure BT Strategic Planning Outcomes

Benchmarks: The BT Strategic Planning Playbook

This report is designed to help CIOs measure and report on the outcomes realized through the BT strategic plan. Specifically, it demonstrates how to link IT initiatives from the strategic plan to the...

• Downloads: 522
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For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2012: US Online Grocers

Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

• Downloads: 323
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For Sourcing & Vendor Management Professionals

Report:Selecting A Services Partner For Business Innovation

Key Criteria And Real-World Success Stories

Business innovation tops the agenda for IT services buyers in 2012, even surpassing cost-cutting as a key priority in some Forrester surveys. But many clients struggle to get business innovation from...

• Downloads: 199

For Marketing Leadership Professionals

Report:Social Marketing Spending In 2011

Benchmarks: The Social Marketing Playbook

Despite the tremendous hype and even some pockets of success, our most recent social media benchmarking survey shows that social marketing is still at an early stage. In fact, most interactive...

• Downloads: 1998
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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: 455
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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: 253

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: 432

For Enterprise Architecture Professionals

Report:Benchmark Business Architecture Performance

Benchmarks: The Business Architecture Playbook

Strategic change initiatives are proliferating in organizations. To facilitate execution of these initiatives, firms are investing in business architecture (BA) to help assess and plan them —...

• Downloads: 236

For Sales Enablement Professionals

Report:Seller Insight Study: Sales Professionals' Perspectives On Building A Business Case

Knowing ROI metrics is important to build a strong business case. However, knowing how to apply them is even more so. Forrester surveyed 180 technology sales representatives who sell to senior-level...

• Downloads: 36

For CIO Professionals

Report:Understand The True Cost Of Cloud Services

Budgeting And Planning: The Cloud Computing Playbook

Forrsights surveys show that enterprises are turning to the cloud for speed and lower cost — but are the savings really there? The answer isn't always obvious; it might be that your internal...

• Downloads: 1541
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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: 78
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For Security & Risk Professionals

Report:Understand The State Of Data Security And Privacy: 2012 To 2013

Benchmarks: The Data Security And Privacy Playbook

This report outlines the benchmarks for Forrester's solution for security and risk (S&R) professionals looking to develop their organization's data security and privacy strategy. Throughout the year,...

• Downloads: 796
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For CIO Professionals

Report:Benchmark The Use Of Your Social Business And Collaboration Systems

Benchmarks: The Social Business And Collaboration Playbook

Social business and collaboration (SBC) takes place independently of any specific technology, tool, or service. For example, employees constantly meet to choose how to adjust plans; customers...

• Downloads: 64
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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