Forrester

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

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

Epsilon, KBM Group, And Targetbase Lead A Strong Chasing Pack

In Forrester's 90-criteria evaluation of US database marketing service providers (MSPs), we found that Epsilon, KBM Group, and Targetbase led the pack because of their analytical and strategic...

• Downloads: 1408

For Customer Insights Professionals

Report:Case Study: ESPN Drives Fan Value Through Customer Intelligence

During the past three years, ESPN has systematically integrated and analyzed multiple data sources from across the business to develop an understanding of the unique value that individual fans...

• Downloads: 403

For Customer Insights Professionals

Report:Culture, Data, And Technology Are Key Ingredients For Measurement Success

Strategic Plan: The Cross-Channel Attribution Playbook

A key piece in cross-channel attribution is developing a strategy that outlines where the organization needs to progress to achieve attribution nirvana. To be successful at cross-channel attribution,...

• Downloads: 166
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For Customer Insights Professionals

Report:Customer Intelligence Needs To Get Out Of The Weeds To Demonstrate Value

With an influx of data and the upsurge of digital media channels revolutionizing how companies communicate with customers, Customer Intelligence (CI) professionals are poised to elevate their...

• Downloads: 396

For Customer Insights Professionals

Report:The State Of Customer Intelligence In B2B Firms

B2B Firms Leave Marketing Value On The Table

Although both B2B firms and B2C firms leverage Customer Intelligence (CI), they don't capture, manage, analyze, and apply data in the same way. Looking at data from our Q2 2009 Global Customer...

• Downloads: 313
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For Customer Insights Professionals

Report:How Firms Organize Their Customer Intelligence Function

One of our most frequent client inquiries relates to the best way to organize Customer Intelligence (CI). Our research shows that no single "best" way exists. Firms organize differently — often...

• Downloads: 623

For Customer Insights Professionals

Report:Design A Social Intelligence Function

Organization: The Social Intelligence Playbook

Finding and acting on insights gleaned from online and social discussions requires the right combination of a clear objective, business planning, technology, and, most importantly, people to do the...

• Downloads: 576

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

For Customer Insights Professionals

Report:Customer Intelligence Trends To Watch In 2011

CI Professionals Are Fighting Wars On Multiple Fronts In Order To Evolve

As Customer Intelligence (CI) matures, CI professionals must adapt how they capture, integrate and manage, analyze, and apply knowledge about their customers. As we look ahead to 2011, we expect CI...

• Downloads: 1460

For Customer Insights Professionals

Report:CI's Imperative In The Age Of The Customer: Drive Business Success

To thrive in the age of the customer, companies must become customer-obsessed. Why? Because empowered consumers quickly eat away at traditional areas of competitive advantage — manufacturing...

• Downloads: 266

For Customer Insights Professionals

Report:Preparing For The Intelligent Enterprise: A Blueprint For Customer Intelligence Professionals

Why Market Insights + Customer Intelligence = Competitive Advantage

Despite an abundance of customer-related data, most companies still struggle to understand their customers — lacking the culture, process, technology, data, measurement framework, and business...

• Downloads: 864

For Customer Insights Professionals

Report:How CI Professionals Can Assess Their Firms' Intelligent Enterprise Progress

Forrester's research shows that firms that seek to place the customer at the core of their operations closely align their market insights and Customer Intelligence functions under a strategic leader....

• Downloads: 151
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For Customer Insights Professionals

Report:Case Study: FreshDirect Drives Business Success Through Customer Intelligence

FreshDirect, an online grocer based in New York City, evolved from a loss-making company to a high-growth, profitable business. How? The company captures a wide array of customer data and applies it...

• Downloads: 360