Forrester

For eBusiness & Channel Strategy Professionals

Report:Trends In China's eCommerce Market

How Online Retail In China Is Evolving Differently From Other Major Markets

China's eCommerce market is both one of the largest and one of the fastest growing in the world. While Forrester estimates the traditional B2C online retail markets to be larger in the US and Japan...

• Downloads: 1370

For Application Development & Delivery Professionals

Tool:More Than 40% Of Respondents Reported Having A Comprehensive Integration Solution

For eBusiness & Channel Strategy Professionals

Report:Postmortem: US Online Holiday Season, 2010

Wallet Share Shifts Online As Shoppers Embrace Retailers' Multichannel, Promotional Approaches

The 2010 online retail season represented a continuation of the midrecession progress that was made in 2009, with sales growing at or above Forrester's projected 16%. Black Friday and Cyber Monday...

• Downloads: 300

For Enterprise Architecture Professionals

Report:Trends 2011: The State Of Business Process Change Maturity

Our Survey Shows That Firms Are Not Ready For Sustainable BPM

From our recent survey of 153 business process professionals who drive business process change initiatives across a wide spectrum of industries, we found that 59% of the survey respondents operate...

• Downloads: 595

For eBusiness & Channel Strategy Professionals

Report:The Global eCommerce Opportunity

Landscape: The eCommerce Globalization Playbook

Gone are the days when most brands offered just one or two international sites: Today, a global eCommerce footprint is the end goal. To reach that goal, companies are taking a strategic look at the...

• Downloads: 358
• Rating:

For eBusiness & Channel Strategy Professionals

Report:Why Amazon Matters Now More Than Ever

As Amazon.com has grown aggressively in recent years, expanded into diverse businesses, and achieved profitability, its impact on the eBusiness and retail sectors is now top of mind. For many...

• Downloads: 1600
• Comments: 1
• Rating:

For CIO Professionals

Report:The Business Impact Of Mobile Engagement

Business Case: The CIO's Mobile Engagement Playbook

Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the...

• Downloads: 668
• Rating:

For eBusiness & Channel Strategy Professionals

Report:US Online Retail Forecast, 2011 To 2016

eCommerce Tops $200 Billion In 2011

eCommerce sales continue to grow rapidly, having topped $200 billion in 2011. Forrester expects that online sales will grow from 7% of overall retail sales to close to 9% by 2016. Key drivers of this...

• Downloads: 2089
• Rating:

For Customer Experience Professionals

Report:Conversations With Customer Experience Leaders: Maersk Line's Jesper Engelbrecht Thomsen

In 2009, Maersk Line asked Jesper Engelbrecht Thomsen, vice president of customer service, to take on the role of improving customer experience enterprisewide. Faced with increasing competition and...

• Downloads: 249

For Customer Experience Professionals

Tool:Better Customer Experience Drives Millions In Revenue Benefit Across Industries

Client Inquiry:What Are Customer Expectations Around Customization Of Packing Slips By Ship Country?

There is discussion in my company around returns forms (packing slips) — we will be shipping out orders from five different websites (five different brands). There is discussion about having...

For eBusiness & Channel Strategy Professionals

Report:What Stops Consumers From Buying Online

Inhibitors Of Online Shopping Behavior In Europe

Even during the economic recession, online sales have kept growing as have online buyers: We project that 153 million Europeans will shop online in 2010. Despite this growth, 31% of online adults are...

• Downloads: 751

For Enterprise Architecture Professionals

Tool:Top Challenges Are Creating A Road Map, Evangelizing, And Ensuring A Customer Focus

For eBusiness & Channel Strategy Professionals

Report:Trends 2012: Online Retail In Australia Will Finally Hit Its Stride

Mobile Will Accelerate While Retailers Will Combine Speed With Scale

Online retail is booming in Australia — and with 93% of households set to gain access to gigabit broadband in the years ahead, today's growth is just the beginning. In 2012, five trends will...

• Downloads: 356

For Application Development & Delivery Professionals

Tool:Of Respondents With A CIS, More Than 90% Reported That They Use It To Support EDI

For CIO Professionals

Report:Business Process Initiatives Focus On Customer Experience And Cost Reduction

These data charts are based on the Q2 2011 Global Forrester/IQPC Business Process Maturity Online Survey.

• Downloads: 36

For Customer Experience Professionals

Report:Want Loyalty? Improve Your Call Center Customer Experience

Call Center Satisfaction Ties To Loyalty Across 11 Industries

Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

• Downloads: 827

For eBusiness & Channel Strategy Professionals

Report:German Online Retail Overview, 2011

Despite A Thriving Online Market, Multichannel Retail Is Still An Untapped Opportunity For German Retailers

The German online retail market is the second largest in Europe. Amazon.de and eBay are dominant forces, with major German consumer brands selling through those sites, and others following suit...

• Downloads: 658
• Rating:

For Application Development & Delivery Professionals

Tool:Respondents Reported A Variety Of Technical Problems With Existing EDI/B2B Solutions

For Customer Experience Professionals

Tool:Satisfaction With Phone Interactions Varies Widely In Some Industries

For Enterprise Architecture Professionals

Tool:Not All Process Change Practices Are Created Equal

For CIO Professionals

Report:What CEOs Of Small Software Companies Need To Do In 2011

How To Find The Best Opportunities In A High-Growth Market

The software market is poised to enjoy its best growth in a decade, and small software companies face great growth opportunities as their larger competitors struggle to adapt to a new world of cloud...

• Downloads: 791

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Future Purchases

For CIO Professionals

Report:US Tech Market Outlook For 2012 To 2013

Improving Economic Prospects Create Upside Potential

CIOs care about tech market trends for three reasons: 1) to understand how much other firms are spending on information and communications technologies (and where); 2) to determine where they ought...

• Downloads: 1202
• Rating:

For Application Development & Delivery Professionals

Tool:More Than 80% Of Surveyed Firms That Plan To Upgrade Will Do So Within 12 Months