Forrester

For CIO Professionals

Tool:Assessing Technology Readiness

For CIO Professionals

Tool:A Sample Readiness Assessment

For Customer Insights Professionals

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

For Infrastructure & Operations Professionals

Tool:TechRadar™: Survival Phase Technologies

For Customer Insights Professionals

Tool:Evaluated Vendors: MSP Information And Selection Criteria

For Marketing Leadership Professionals

Report:Emerging Touchpoints Require A Marketing Mind Shift

Vision: The Emerging Touchpoints For Marketing Playbook

Emerging technologies — from smart objects and wearables to behind-the-scenes taxonomy tools — radically change how your customers think, act, and relate to others. Marketers who try to...

• Downloads: 404
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For Infrastructure & Operations Professionals

Tool:TechRadar™: Growth Phase Technologies

For Customer Insights Professionals

Report:Drive Smarter Customer Loyalty With Customer Intelligence

Executive Overview: The Customer Loyalty Playbook

Customer loyalty is a hot topic. Companies look to loyalty programs to enhance customer knowledge and drive customer retention, revenue, and engagement. But, while they see the potential of loyalty...

• Downloads: 518
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For Customer Insights Professionals

Report:The Customer Loyalty Ecosystem

Tools And Technology: The Customer Loyalty Playbook

Customer loyalty is top of mind for most marketers, but with so many vendors claiming to drive explicit or implicit loyalty, it's often difficult to identify a solution that best fits marketers'...

• Downloads: 1933

For eBusiness & Channel Strategy Professionals

Tool:Most Australian Online Retailers Say Search Has Been Effective

For CMO Professionals

Tool:Forrester's Marketing Automation Maturity Scorecard

For Application Development & Delivery Professionals

Report:Forrester's Fast-Forward CRM Capabilities Best Practices Self-Assessment

Forrester’s best practices framework for CRM defines the critical capabilities necessary for building high-quality customer relationships. The framework distills findings from our interviews...

• Downloads: 173

For Marketing Leadership Professionals

Report:Investing In Tech Marketing, 2011

Introducing The Forrester Marketing Flywheel For Assessing Budget Allocations

The tech industry is returning to expansion mode, and tech marketers must gear up to drive profitable revenue growth for their companies. However, unlike previous generations of tech industry growth,...

• Downloads: 852

For Customer Insights Professionals

Report:Tackle Behavioral Targeting To Modernize Customer Interactions

Benchmarks: The Cross-Channel Campaign Management Playbook

For the recent Forrester Wave™ evaluation of cross-channel campaign management (CCCM), we surveyed 130 customers about their vendors. We found that users were generally satisfied with the...

• Downloads: 632
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For Application Development & Delivery Professionals

Report:TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

• Downloads: 782

For Customer Insights Professionals

Report:Customer Intelligence Needs A New Breed Of Marketing Scientist

Organization: The Customer Analytics Playbook

A mature customer intelligence (CI) function needs optimized data processes, cutting-edge technologies, and the right analytics talent. Analysts add value to CI with their data-mining and...

• Downloads: 559
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For Customer Insights Professionals

Report:How CI Professionals Can Plan For Site Optimization Success

Don't Underestimate The Value Of Planning Tools To Your Site Optimization Program

Online testing is no longer the exclusive domain of optimization analysts and statisticians. Marketers and nontechnical stakeholders are increasingly participating in testing processes, driving...

• Downloads: 191

For Application Development & Delivery Professionals

Tool:TechRadar™: Contact Center Technologies, Q3 2011

For Sales Enablement Professionals

Report:Transform Marketing With A Revenue-Relevant Customer Engagement Strategy

Executive Overview: The Lead-To-Revenue Playbook

In 2010, Forrester introduced the term "lead-to-revenue management" (L2RM) to categorize a set of integrated processes, goals, and metrics that frame marketing practices from lead generation to sales...

• Downloads: 173

For eBusiness & Channel Strategy Professionals

Report:Putting The Best Sales Arguments On Financial Services Websites

eBusiness Executives Should Advertise Benefits Other Than Price

eBusiness teams at financial services firms too readily use price to promote products on their websites. In fact, few customers choose a company for the best price, and promoting other values...

• Downloads: 497
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For Application Development & Delivery Professionals

Report:Here Comes The Open Web — Embrace It

The New Web Platform For Customer Engagement And Much More (Part 1)

The Web is moving on to a new era of openness, mobility, and digital business. The open Web is a platform built on HTTP (the fundamental web protocol), a new generation of HTML, dynamic languages,...

• Downloads: 920
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For Customer Insights Professionals

Report:What Customers Really Think About Their Web Analytics Vendors

Findings From The Forrester Wave™ Evaluation On Web Analytics

During the Forrester Wave™ evaluation of web analytics platforms, we surveyed 162 web analytics customers about their vendor partnerships. We found that users are highly vested in their web...

• Downloads: 480

For Marketing Leadership Professionals

Report:Three Ways To Find, Create, And Energize Advocates

Promote, Find, And Attract The Mass Influencers Who Matter

Fans and followers are helpful for brands, but the people who bring the greatest value in social media are not just fans but advocates — people who can and will support, engage, and share...

• Downloads: 1016

For Infrastructure & Operations Professionals

Tool:TechRadar™: Equilibrium Phase Technologies

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: 347