Forrester

For Customer Experience Professionals

Report:A Market Researcher's Introduction To The Future Of Online Customer Experience

The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

• Downloads: 1009

For Marketing Leadership Professionals

Report:Getting Product Ideas Past Stage One

Why The Validation Process Is Critical To Product Strategy Success

"Ideate" is the first stage in the product development cycle; it's a time when product strategists gather ideas for new and innovative products and services. Before moving on to subsequent phases,...

• Downloads: 473
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For eBusiness & Channel Strategy Professionals

Survey:Asia Pacific Technographics® Online China Survey, Q4 2011

Forrester Research conducted an online survey in October 2011 of 3,621 consumers ages 18 and older in metropolitan China (including Hong Kong, Shanghai, Beijing, Guangzhou, Chengdu, Wuhan, and Xian)....

For Marketing Leadership Professionals

Report:Understanding The Changing Needs Of US Online Consumers, 2012

North American Consumer Technographics®

US consumers today are exposed to more kinds of connected devices than ever before. Consumers associate the terms "going online" or "using the Internet" with devices like laptops and desktops. Social...

• Downloads: 133

For Marketing Leadership Professionals

Report:A Market Researcher's Introduction To Owned, Paid, And Earned Media

The terms "owned media," "paid media," and "earned media" have become very popular in the marketing space today. Marketers need to understand the benefits of each medium and how to identify the role...

• Downloads: 709

For Customer Insights Professionals

Tool:Satisfaction Is People-Driven

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics Consumer Technology Online Survey, Q4 2011 (US)

Forrester conducted an online survey fielded in December 2011 of 4,672 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 4,672), there is 95% confidence...

For Customer Insights Professionals

Tool:Market Insights Will Be Measured Against Key Value And Performance Metrics

For Customer Experience Professionals

Report:What Three Companies Learned From Conducting Ethnographic Research

Panelists From Bentley Design And Usability Center, Frog Design, And Wells Fargo Share Their Findings

At Forrester's 2011 Customer Experience Forum, panelists from Bentley Design and Usability Center, frog design, and Wells Fargo shared their experiences using exploratory research techniques. While...

• Downloads: 317
• Comments: 2
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For Marketing Leadership Professionals

Report:The DMP Is The Audience Intelligence Engine For Interactive Marketers

Segmentation has always served as a core underpinning of traditional marketing. The benefits are myriad and well understood by those in the offline world. The very recent advent of the data...

• Downloads: 953

For Marketing Leadership Professionals

Report:Balance User Needs With Business Goals

Strategic Plan: The Email Marketing Playbook

This report articulates a strategic plan for how interactive marketers can improve their email programs today and create humanized, integrated messages in the future. We recommend marketers build...

• Downloads: 249

For Customer Insights Professionals

Report:Behavioral Economics For Market Insights Professionals

How Market Insights Professionals Can Overcome Biases In Consumer Research

The field of behavioral economics is gaining increased attention in the marketing world. Unlike standard economic theory, which assumes that consumers are informed and make rational decisions to...

• Downloads: 342
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For Customer Insights Professionals

Tool:ROI Is Hard To Determine, And Some Believe It's Not Necessary

For Customer Experience Professionals

Report:How To Craft Your Customer Research Plan

Pick The Right Research Techniques To Improve Online Experiences

Firms looking to improve their existing online experiences or create new Web, mobile, tablet, or kiosk experiences should conduct user research to help them understand user behaviors and motivations,...

• Downloads: 669

For Customer Insights Professionals

Report:A Market Insights Professional's Introduction To Competitive Strategy In The Age Of The Customer

Disruption is coming — is your company ready? Organizations need to realize that their customers want things faster, better, cheaper, and with a higher degree of service, and technology makes...

• Downloads: 485

For Customer Insights Professionals

Report:Are You Ready For Social Market Research?

Market Insights Professionals Should Assess Their Social Market Research Readiness Level For Embracing And Listening

Forrester has been tracking the emergence of social market research since 2008, and it is clear that it has reached an inflection point. Social market research is no longer hype and is now a...

• Downloads: 724
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For Customer Experience Professionals

Client Inquiry:How Do The CX And MI Roles Differ In Their Approach To Enterprise Feedback Management?

What are the differences in the approaches to enterprise feedback management (EFM) for the customer experience (CX) role versus the market insights (MI) role?

For Customer Insights Professionals

Report:The Mobile Market Research Landscape 2012

An Overview Of The Different Ways You Can Leverage Mobile In Your Research

Mobile phones have the ability to capture rich emotional and behavioral insights and uncover connections that may not surface when one leverages traditional research methodologies. This report...

• Downloads: 584

For Customer Insights Professionals

Report:Eight Steps To Identify The KPIs That Matter

How Market Insights Can Identify The Metrics That Truly Drive The Business . . . And Get The Business To Adopt Them

Many market insights professionals are already tracking metrics that their executives believe are crucial to predicting business health and performance. But, are those metrics really crucial?...

• Downloads: 427

For Customer Insights Professionals

Report:Improving Customer Segmentation

Three Approaches For CI Professionals To Deliver Value

Few customer segmentation models deliver on their promise. Some drive organizational strategy and profitability, while others live as glossy reports on the CMO's shelf. Segmentation that merely...

• Downloads: 1108

For Sales Enablement Professionals

Tool:IT And Non-IT Decision-Makers Tick Differently

For Marketing Leadership Professionals

Tool:Proper Segmentation Allows For Effective Product Targeting And Increased Marketing ROI

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 Marketing Leadership Professionals

Report:How To Incorporate Social Media In Market Insights

Bringing Social Intelligence Into The Research Fold

Social media is here to stay, and the world of market research cannot ignore it any longer. Yet while most market insights professionals are interested in the concept of using social media as a...

• Downloads: 1172

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Co-Creation

Despite professed customer centricity, many firms don't think to involve customers, employees, or key delivery partners in the experience design process. This oversight costs firms precious time and...

• Downloads: 235
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