Forrester

For Customer Insights Professionals

Report:End-Of-Life: The Forrester Wave™ EFM Satisfaction And Loyalty Solutions

After evaluating two categories of enterprise feedback management (EFM) vendors in Q3 2011, Forrester will no longer cover the vendor market landscape in the same way. This report explains why the...

• Downloads: 77

For Customer Insights Professionals

Report:Build Market Insights' Efficiency And Influence

Processes: The Market Insights Optimization Playbook

Digital disruption has created an environment in which customer and competitive change are happening at much faster rates, leading stakeholders to increase their demands for more innovative, agile,...

• Downloads: 212
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For Customer Insights Professionals

Report:Ten Steps To Successful Social Intelligence Measurement

Performance Management: The Social Intelligence Playbook

Social media — with its seemingly nebulous returns, such as "engagement" and "advocacy" — often baffles customer intelligence (CI) professionals trying to measure and optimize their...

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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: 167
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For Customer Insights Professionals

Report:What Needs To Happen In Market Research In 2013

Market Insights Needs To Invest In Richer Data, Technology, And Skills To Prepare For The Future

The market insights industry is at a crossroads. Digital disruption has created an environment in which customer and competitive change is happening much more quickly and having a bigger impact on...

• Downloads: 191

Discussion:Measure The Strength Of The Marketing Technology Stack

For Customer Insights Professionals

Report:Empower Market Insights With The Right Technology

Tools And Technology: The Market Insights Optimization Playbook

With ballooning (big) data sources, a need to mine more valuable nuggets from this data, pressure to deliver insights more frequently, and stakeholders that you need to "wow" with deliverables,...

• Downloads: 172

For Customer Insights Professionals

Report:TechRadar™ For Customer Intelligence Professionals: Customer Loyalty Programs, Q1 2013

Business Case: The Customer Loyalty Playbook

Loyalty technologies play a central role in the execution and differentiation of customer loyalty programs and, more specifically, in driving consumer participation in a program across channels...

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For Customer Insights Professionals

Report:Are You Ready For Cross-Channel Attribution?

Assessment: The Cross-Channel Attribution Playbook

Cross-channel attribution is a complex, advanced measurement approach, allowing marketers to uncover the true impact of their marketing campaigns across channels. To get it right, organizations must...

• Downloads: 322

For Customer Insights Professionals

Playbook:The Customer Loyalty Playbook

Drive Smarter Customer Loyalty With Customer Intelligence

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...

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: 805

Discussion:Navigating The Future Of Customer Intelligence

Discussion:Executive Q&A: Text Analytics For Customer Intelligence

Zach, Great topic, and you have some great points here. I have to disagree on one thing: Text analytics shouldn't focus on just unstructured data. It's obvious that finding as much actionable...

For Customer Insights Professionals

Report:Optimize Market Insights With Metrics And KPIs

Performance Management: The Market Insights Optimization Playbook

There's an old management adage that says "you can't manage what you can't measure." The key question, though, is what should you measure? Market insights professionals that focus on measuring the...

• Downloads: 254

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

Playbook:The Cross-Channel Campaign Management Playbook

Enable Customer Obsession With Cross-Channel Campaign Management

Once relegated to the province of direct mail teams and analysts, customer data and marketing technology are now essential to every marketing function, from strategy to creative development to...

For Customer Insights Professionals

Playbook:The Cross-Channel Attribution Playbook

Cross-Channel Attribution Puts The Science In Marketing Measurement

Traditional campaign measurement focuses on simple, one-sided metrics, often giving credit to the last interaction an organization had with a customer and delivering an incomplete view of marketing...

For Customer Insights Professionals

Playbook:The Social Intelligence Playbook

Leverage Social Data To Elevate Customer Intelligence

Social media's prevalence across the Web gives consumers and brands a new way to connect online. But while most businesses know the importance of social media, most are missing opportunities by not...

Discussion:Rethink Existing Approaches To Embed Cross-Channel Attribution

For Customer Insights Professionals

Report:The Consumerization Of Customer Analytics

Landscape: The Customer Analytics Playbook

The analytics conversation is now front and center for marketers, thanks to the real estate that big data enjoys in mainstream media. As a result of this buzz, customer analytics practitioners who...

• Downloads: 237

For Customer Insights Professionals

Report:The Forrester Wave™: Online Testing Platforms, Q1 2013

How Seven Vendors Are Addressing The Evolution Of Online Testing

In Forrester's 53-criteria evaluation of online testing platform vendors, we identified the seven most significant providers — Adobe, Autonomy, Maxymiser, Monetate, Optimizely, SiteSpect, and...

• Downloads: 449

For Customer Insights Professionals

Report:How Real-Time Analytics Enables Digital Intelligence

Real-Time Analysis Provides Visibility Into Critical Situations

Most organizations have invested in the tools and skills to track website activity, evaluate digital marketing campaigns, and conduct in-depth analysis of digital channels. With the increasing...

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Discussion:How Real-Time Analytics Enables Digital Intelligence

Discussion:The Forrester Wave™: Customer Engagement Agencies, Q4 2012

Fatemeh, Very well done CEA Wave! CEA is the future for MSP/digital agencies. Agree with your observations that their is a long road to maturity with the larger, well entrenched providers in...

For Customer Insights Professionals

Report:Evaluate And Evolve Your Loyalty Program's Intelligence Quotient

Assessment: The Customer Loyalty Playbook

Successful intelligence-driven loyalty involves five major components: strategy, data, customer intelligence, offer management, and measurement. This report outlines Forrester's assessment process...

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