Forrester

For Marketing Leadership Professionals

Report:Consumers Want Online Advertising To Be Relevant, Respectful, And Rewarding

Forrester Technographics® Digital Consumer Community Report, September 2012

In the age of the always addressable customer, where hyperconnected consumers are increasingly savvy and demanding of the brands with which they interact, marketers must become more audience-centric...

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For Customer Insights Professionals

Report:Best Practices For Managing A Market Research Online Community

Market research online communities (MROCs) are an increasingly popular qualitative research method. They allow market insights professionals to engage with consumers via a number of different...

• Downloads: 297
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For Customer Experience Professionals

Report:Case Study: Philips Uses eLearning To Communicate The Benefits Of Net Promoter

Partnership With Jellyvision Lab Leads To An Engaging Training Module

One of the challenges that market insights professionals struggle with is the communication of research results across the organization. The Customer Experience and NPS team at Philips was tasked...

• Downloads: 256
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For Marketing Leadership Professionals

Report:Global Mobile Behaviors, 2012

Global Consumer Technographics®

In 2012, the majority of consumers in the US, Asia Pacific, Europe, and Latin America owned a mobile phone. However, the ways in which global consumers use their phone varies across countries....

• Downloads: 62

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 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...

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For Customer Insights Professionals

Report:Evolve From Research To Insights

Landscape: The Market Insights Optimization Playbook

Businesses face pressure from increased competition in a flat world and are also dealing with financial crises, the exponential growth of technological changes, Internet-enabled customer power, and...

• Downloads: 319

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 Experience Professionals

Report:How PayPal Uses Exploratory Research To Drive A Culture Of Customer-Focused Innovation

Exploratory research uncovers customer needs that have yet to be met, exposes opportunities for differentiation, provides a holistic view of a problem space, and helps firms keep pace with the...

• Downloads: 479

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: 253

For Customer Insights Professionals

Report:Build The Case For Investing In Market Insights

Business Case: The Market Insights Optimization Playbook

In most organizations, market insights professionals struggle to link the insights they provide to actual business impact and value. This is at odds with executives, who are aligning their internal...

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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

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: 76

For CMO Professionals

Report:2013 B2B CMO Imperatives

Driving Growth With Customer Insights, Marketing Automation, And Content Marketing

Business-to-business (B2B) CMOs will have three key initiatives to execute on in 2013 in order to separate themselves from the competition in front of empowered business buyers. Marketers must work...

• Downloads: 606
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For Marketing Leadership Professionals

Report:The State Of Consumers And Technology: Benchmark 2012, China

Asia Pacific Consumer Technographics®

This report provides an overview of metropolitan Chinese online consumers' behaviors and technology attitudes. In general, metropolitan Chinese consumers are enthusiastic mobile owners and social...

• Downloads: 20

For Customer Insights Professionals

Report:Business Metrics Market Insights Professionals Can Track And Where To Get Them

Market Insights Needs To Track Business Success To Show Value-Add

Market insights professionals often struggle to understand how they can identify and measure customer, competitive, and business changes and effectively guide stakeholders toward business success via...

• Downloads: 438

For Customer Insights Professionals

Report:How Using Neuroscience Techniques Can Help Understand The Consumer's Mind

Emerging Market Research Methodology: Neuroscience Techniques Can Clarify And Support Market Research Decisions

Market insights professionals are tasked with understanding how consumer preferences and emotions play a role in their decisions and influence their choices. However, these factors typically occur...

• Downloads: 401
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For CMO Professionals

Report:How To Build Your Brand With Generation Z

Generation Z, the generation born after the Millennials, are true digital natives who have grown up in the age of technology. The only world they know is a digital one — where they can connect...

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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: 134

For Customer Experience Professionals

Report:Executive Q&A: Customer Understanding For Customer Experience Management

Compelling customer experiences stem from a company's deep understanding of its target customers' goals and behaviors. This requires uncovering customer needs in a disciplined manner. This report...

• Downloads: 373

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:Segmenting Customers By Technology Preference

Making Technographics® Segmentation Work

Consumers today have the choice of purchasing products and services from multiple brands, channels, and retailers. For that reason, understanding the underlying motivations and drivers that influence...

• Downloads: 746
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For Customer Experience Professionals

Report:2013 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

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For Customer Insights Professionals

Report:Business Metrics That Market Insights Teams Should Start Tracking Now

The Most Important Metrics And How To Use Them To Show The Value-Add Of Market Insights

Market insights professionals can potentially track hundreds of metrics, but which ones are the most important and will provide the best visibility into the health of the business? In this report,...

• Downloads: 387

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