Forrester

For Customer Insights Professionals

Report:Consumer Attitudes Toward Loyalty Programs Deteriorate

Landscape: The Customer Loyalty Playbook

Consumers join programs of brands they like, but they limit their participation to only a few programs and are motivated by the desire to seek out discounts. Since 2008, consumer attitudes toward...

• Downloads: 804

Discussion:The Intersection Of Customer Intelligence And Public Relations

Discussion:The State Of Social Intelligence, 2011

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: 506
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For Customer Insights Professionals

Report:CI Teams: Blocking And Tackling Is Not Enough

Integrating Customer Data Is Vital, But It's Not The End Goal

We recently surveyed 137 Customer Intelligence (CI) professionals about their use of analytical applications and priorities. Users are investing in solutions that transform insight into action, but a...

• Downloads: 321

Discussion:Attribution in a B2B Organization

Hi Everyone,As many you know, I cover the attribution measurement space and I am currently writing a playbook around Cross-Channel Attribution.  For my upcoming research, I would like to dive deeper...

For Customer Insights Professionals

Report:Enable Loyalty Program Success With Sound Processes

Processes: The Customer Loyalty Playbook

Loyalty programs promise to increase retention and satisfaction, but they often fall short of delivering results because they lack an innovative strategy to set them apart from the competition. This...

• Downloads: 873
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For Customer Insights Professionals

Report:Case Study: SCENE Uses Customer Insights To Deliver Value To Loyalty Customers

This report provides a case study supporting Forrester's best practices for customer intelligence professionals working to drive customer loyalty. Forrester identifies four crucial best practices for...

• Downloads: 168

For Customer Insights Professionals

Report:What Customers Really Think About Their Database Marketing Service Providers

In our recent study of database marketing service providers (MSPs), we found that MSPs exist in a diverse vendor ecosystem but enjoy significant customer loyalty. While most firms prioritize deep...

• Downloads: 328

Discussion:Making Sense Of A Fractured Consumer Data Ecosystem

Discussion:How Dirty Is Your Data?

Consumers and legislators can be upset in how personal data is being used and/or exchanged, yet they cannot impede the flow of business. Think about how much personal data is given to your insurance...

Discussion:The Forrester Wave

For Customer Insights Professionals

Report:How Health Insurance Companies Can Leverage CI To Adapt Amid Policy Reform

US health insurance companies are in the midst of a systemwide transition to meet the requirements of congressionally mandated healthcare reform awaiting them in 2014. While insurers have made great...

• Downloads: 282
• Comments: 1

For Customer Insights Professionals

Tool:The Forrester Wave™: Database Marketing Service Providers, Q1 2011

For Customer Insights Professionals

Report:Personal Identity Management Success Starts With Customer Understanding

With the increase in high-profile data breaches and the recent Federal Trade Commission (FTC) settlements that hold Facebook, Google, and Twitter accountable to strict privacy audit guidelines,...

• Downloads: 357
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Discussion:Drive Smarter Customer Loyalty With Customer Intelligence

For Customer Insights Professionals

Report:Best Practices For Managing A Market Research Online Community

Market research online communities (MROCs) are an increasingly popular qualitative research method. They allow market insights professionals to engage with consumers via a number of different...

• Downloads: 297
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For Customer Insights Professionals

Report:Move Beyond Campaigns To Tap Hidden Customer Potential

Cross-channel campaign management (CCCM) tools are the heart of the enterprise marketing platform, yet campaigns are too rigid and too rooted in batch-based techniques to allow firms to achieve...

• Downloads: 91

For Customer Insights Professionals

Survey:European Technographics® Financial Services Survey 1, 2013

Forrester conducted an online survey fielded in January 2013 of 14,228 European individuals in France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK. This survey is based on an online...

Discussion:How To Identify Digital Intelligence Requirements

Discussion:Case Study: Intel's "Social Media Center Of Excellence" Responds In Real Time

Discussion:The Evolution Of The Customer Engagement Agency

Discussion:The Forrester Wave™: Web Analytics, Q4 2011

Thanks Joe for this insightful information! I have been looking for a web analytics provider for my company for weeks. I'm happy to see that I made the right choice! I've been looking forward to this...

Discussion:The Road To Digital Intelligence

At Influence, we definitely agree with the POC that optimization should be a core competency. Our team all has more than 10 years of big agency experience at shops like Digitas and RazorFish, and...

For Customer Insights Professionals

Report:Building A World-Class Loyalty Program

Continuous Improvement: The Customer Loyalty Playbook

Successful loyalty programs offer a boost to customer retention, customer satisfaction, and the bottom line. But today, many programs fail to reach success because they haven't mastered even basic...

• Downloads: 498