Forrester

For Customer Insights Professionals

Client Inquiry:Best-In-Class Highly Personalized Multichannel Communications Programs

What are some great examples of automated, highly personalized, multichannel communications programs? My company has a few programs in pilot mode, but it seems that this concept of highly automated,...

For Customer Insights Professionals

Report:The State Of Online Testing 2011

Online Testing Programs Require Investment To Achieve Scale

In Q4 2011, Forrester surveyed 71 online testing practitioners about their online testing practices. Online testing has broad appeal for addressing a variety of challenges on websites of all sizes,...

• Downloads: 512
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For Customer Insights Professionals

Report:The Keys To A Social Intelligence Command Center

Continuous Improvement: The Social Intelligence Playbook

If you represent a large consumer brand, consider a social intelligence command center — a dedicated resource for listening to the groundswell. A command center like this can improve your...

• Downloads: 1330

For Customer Insights Professionals

Report:The State Of Social Intelligence, 2012

Benchmarks: The Social Intelligence Playbook

Forrester recently polled 108 listening platform customers to learn about the evolution in companies' social intelligence practices. We reviewed their vendor partnerships, the ways they use listening...

• Downloads: 1163
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For Customer Insights Professionals

Report:Use Customer Analytics To Get Personal

Analytically Driven Personalization Increases Retention And Return

Companies personalize products, offers, content, and communications for a variety of reasons — to treat customers uniquely, to make them feel special, and to encourage them to spend more. Firms...

• Downloads: 1283

For Customer Insights Professionals

Tool:Forrester Wave™: Enterprise Listening Platforms, Q2 '12

For Customer Insights Professionals

Report:Defining Social Intelligence

Vision: The Social Intelligence Playbook

Listening platforms power marketers by analyzing their brands, products, and customers across social media channels. But although listening platforms make managing social data possible, marketers...

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• Comments: 1
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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...

For Customer Insights Professionals

Report:Where To Get Help With Web Analytics

Customer Intelligence Professionals Don't Have To Go It Alone

Mastering web analytics is an ongoing challenge as customer intelligence (CI) professionals contend with a fluid and complex environment exacerbated by severe resource constraints. But the demand for...

• Downloads: 604

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: 63
• Comments: 2

For Customer Insights Professionals

Report:Digital Intelligence Transforms Analytics Into Action

Executive Overview: The Digital Intelligence Playbook

The volume and complexity of digital interactions with customers cause analytics challenges for marketers. The conventional web analytics approach cannot keep up with the explosion of channels,...

• Downloads: 553
• Comments: 1
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For Customer Insights Professionals

Report:How To Get Started With Social Intelligence In A Regulated World

Apply Customer Intelligence Best Practices To Safely Test Social Data

Although more and more businesses are adopting social intelligence strategies, regulated companies — such as those in the insurance, finance, pharmaceutical, and healthcare space — remain...

• Downloads: 361
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For Customer Insights Professionals

Report:The Road To Digital Intelligence

Gaming Analytics Illustrates The Path To Digital Intelligence Maturity

As consumers effortlessly move across digital touchpoints and as marketing campaigns span channels, the need for comprehensive analytics has never been greater. But practitioners struggle to break...

• Downloads: 744
• Comments: 1
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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: 639
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For Customer Insights Professionals

Report:The Forrester Wave™: Enterprise Listening Platforms, Q2 2012

How Nine Vendors Stack Up In A Constantly Changing Market

In Forrester's 64-criteria evaluation of enterprise listening platforms vendors, we found that Radian6 and Visible Technologies lead the pack because of their variably functional dashboards and...

• Downloads: 1124
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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: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: 417
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For Customer Insights Professionals

Report:Understanding Tag Management Tools And Technology

Users Benefit From A Rapidly Maturing Market And Proven Gains

Maintaining accurate and complete JavaScript tagging on websites is critical for ensuring the efficacy of marketing and analytics efforts. But the highly dynamic pace and volume of tag management...

• Downloads: 525
• Comments: 3
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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: 577

For Customer Insights Professionals

Report:Five Ways To Mobilize Your Loyalty Program In 2013

Mobile Channels Offer Rich Opportunities For Rewards And Engagement

Mobile continues to grow in importance for reaching and engaging empowered consumers and loyalty program members. From a data perspective, it opens up new streams of information that provide better...

• Downloads: 279

For Customer Insights Professionals

Report:The Facebook Factor

Quantifying The Impact Of A Facebook Fan On Brand Interactions

Quantifying the impact of a Facebook fan can be difficult and elusive for marketers. Forrester uses statistical modeling to analyze the effect of being a Facebook fan on brands. The model gives...

• Downloads: 1233
• Comments: 4
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For Customer Insights Professionals

Report:Mastering New Marketing Automation Approaches

Tools And Technology: The Cross-Channel Campaign Management Playbook

The age of the customer ties success to firms' ability to know and serve their customers. Campaigns provide an instrument to drive customer behavior, but traditional campaign approaches can't keep up...

• Downloads: 463
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For Customer Insights Professionals

Report:The Social Intelligence Market Is Immature

Landscape: The Social Intelligence Playbook

Over the years, we've evaluated the tools that marketers use to monitor, measure, and learn from online conversations. These listening platforms capture social media to help users analyze data and...

• Downloads: 871

For Customer Insights Professionals

Report:Leverage Social Data To Elevate Customer Intelligence

Executive Overview: The Social Intelligence Playbook

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...

• Downloads: 574
• Comments: 1
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For Customer Insights Professionals

Report:The Road Map To Integrated Social Intelligence

Road Map: The Social Intelligence Playbook

Too many companies remain trapped by merely monitoring or passively collecting social media. Few actually reach social intelligence: driving their marketing and business strategy using the data that...

• Downloads: 1209