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The State Of Enterprise IT Services: 2009
Business Data Services North America And Europe
November 6, 2009 , 29 pages
by Pascal Matzke, John C. McCarthy
As the global economic downturn continues to put pressure on IT budgets, companies are taking a variety of measures to get more value for the money spent on IT services. But unlike the last recession in 2001 to 2002, when outsourcing and offshoring benefitted from strong anticyclical growth, the picture is much more mixed this time in terms of spending plans. This document summarizes the key highlights from Forrester's Enterprise IT Services Survey, North America And Europe, Q2 2009, which offers deeper insights into enterprise spending behavior for IT services and outsourcing.

Technographics® Survey Highlights: US Mobile Investing
November 5, 2009
by Jacqueline Anderson
This highlight deck summarizes the key findings related to incidence, interest and barriers to mobile investing. This is the first survey highlight in a series from the North American Technographics Investments And Insurance Online Survey, Q3 2009 (US).

Case Study: Qwest Connects With Customers Through eBills And ePayments
Biller Survey Shows Stronger Relationships Result From Viewing And Paying Online
November 3, 2009 , 6 pages
by Emmett Higdon
Through an extensive billing and payment study of its residential customers, telecommunications provider Qwest Communications found that those customers who received their bills online and paid electronically had up to 25% less attrition and were up to 20% more profitable than customers who viewed or paid offline. Some of Qwest's most profitable relationships are with customers who view and pay their Qwest bill at an online banking site, not directly with Qwest. This counterintuitive result calls into question the practice of offering credit card and other high-cost bill payments for free as a means of encouraging online bill payment and eBill adoption.

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