Forrester

For Customer Insights Professionals

Report:Take A Startup Approach To Develop Customer Relationships

Organization: The Cross-Channel Campaign Management Playbook

Customers, empowered by always connected digital devices, can engage with brands at any time, from any place, and at any point within the customer life cycle. To respond with relevance in real time,...

• Downloads: 454

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...

• Downloads: 368
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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: 232

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: 319

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...

• Downloads: 451
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For Customer Insights Professionals

Report:Measure The Strength Of The Marketing Technology Stack

Performance Management: The Cross-Channel Campaign Management Playbook

The evolution from channel-specific to cross-channel campaigns affords firms the opportunity to improve relevance and deliver sustainable competitive advantage. The processes of measuring and...

• Downloads: 163
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For Customer Insights Professionals

Report:CI Professionals: Plan For The Future Of Cross-Channel Marketing

The online marketing suite supports many of the priorities that customer insights (CI) professionals hold dear: customer centricity, cost efficiency, measurement, and marketing relevance. But...

• Downloads: 868
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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: 438

For Customer Insights Professionals

Report:Forrester Research Online Access Forecast — Broadband, 2012 To 2017 (EU-7)

ForecastView Spreadsheet

Online households and broadband households by access platform (DSL, cable, and fiber) for the EU-7 countries of France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK. Includes...

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:Prepare For A World Of Consumer-Managed Data

Executive Overview: The Personal Identity Management Playbook

Amid the talk of big data and personal clouds, another important trend is emerging: Consumers are increasingly aware of the data they create as they move about the Web and engage with businesses and...

• Downloads: 225

For Customer Insights Professionals

Report:Customer Engagement Agency Progress Reflects Industry Maturity

During our recent customer engagement agency (CEA) Forrester Wave™, we surveyed more than 100 CEA clients to understand their choice of vendors and the quality of the relationships. We found...

• Downloads: 133

For Customer Insights Professionals

Report:Deciphering A Fragmented Customer Analytics Ecosystem

Tools And Technology: The Customer Analytics Playbook

With the increased focus on data-driven marketing, few firms have the budgets, technology capabilities, or analytical skills to advance their analytics agendas internally, and they frequently turn to...

• Downloads: 2383

For Customer Insights Professionals

Report:The Online Marketing Suite Evolves

In the age of the customer, the requirements for the online marketing suite have evolved and become even more acute. Customer expectations are greater than ever, and business demands more marketing...

For Customer Insights Professionals

Report:Determine The Best Attribution Provider Based On Long-Term Measurement Needs

Tools And Technology: The Cross-Channel Attribution Playbook

Customer intelligence (CI) professionals increasingly look to attribution experts for guidance and tools to help calculate true channel and customer purchase path. While there is a broad array of...

• Downloads: 94

For Customer Insights Professionals

Report:End-Of-Life: The Forrester Wave™ EFM Vendors, Market Insights Platform Providers

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: 61
• Comments: 2

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: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...

• Downloads: 416
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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: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: 190

For Customer Insights Professionals

Report:Navigating The Future Of Customer Intelligence

Customer intelligence is in the throes of significant change brought about by two primary drivers: 1) the disruption caused by the massive shifts in consumer behavior, and 2) organizations' growing...

• Downloads: 302
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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: 88

For Customer Insights Professionals

Report:Two Approaches For Socializing Your Loyalty Program

Direct Integration With Social Channels Creates The Richest Engagement And Data Opportunities

Across the globe, more and more consumers are interacting socially than ever before. When it comes to loyalty, social channels provide an opportunity for brands to engage with members beyond the...

• Downloads: 129

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: 800

For Customer Insights Professionals

Report:Holistically Optimize Market Insights Capabilities

Organization: The Market Insights Optimization Playbook

Market insights teams are used to doing more with less. Unfortunately, with workloads seeing year-over-year double-digit growth rates without much compensation in budget and headcount, Forrester...

• Downloads: 138