Forrester

For Sourcing & Vendor Management Professionals

Report:Build A Framework To Measure SVM Performance

Performance Management: The SVM Practice Playbook

Many sourcing and vendor management (SVM) organizations know they need to identify the right metrics to prove the value of their work. Yet finding the right metrics is a challenge: Every SVM...

• Downloads: 335

For Infrastructure & Operations Professionals

Report:File Storage Costs Less In The Cloud Than In-House

We Calculate A 74% Cost Reduction, But It's Hard To Compare Apples To Apples

There's a great deal of hype surrounding cloud delivery models of all flavors, with the assumption that it will usher in a new era of cheaper, better IT. But most I&O organizations struggle to...

• Downloads: 943

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2011: Luxury Department Stores

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Luxury Department Stores

Forrester applied its Website Functionality Benchmark evaluation methodology to the top four US luxury department stores: Barneys New York, Neiman Marcus, Nordstrom, and Saks Fifth Avenue. These...

• Downloads: 530
• Rating:

For Infrastructure & Operations Professionals

Report:Develop IT Infrastructure Metrics Using The Balanced Scorecard

Performance Management: The IT Infrastructure Playbook

This report outlines Forrester's solution for developing effective objectives and metrics to measure yourIT infrastructure. The process of implementing a comprehensive and useful program of...

• Downloads: 650
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For CIO Professionals

Report:CIOs Are Not Ready To Support Business Innovation

Benchmarks: The Innovation Playbook

While innovation is a hot topic among most of the organizations we work with, our recent survey of IT leaders indicates that a minority of firms have formalized their practices and processes. Only...

• Downloads: 401
• Comments: 1
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For Enterprise Architecture Professionals

Report:Let The Adjacent Possible Guide Your Information Strategy

Strategic Plan: The Information Strategy And Architecture Playbook

A new era of information agility is upon us that promises an explosion of opportunities similar to that of the dot-com boom period. But these opportunities are completely dependent upon an...

• Downloads: 499
• Comments: 1
• Rating:

For Sourcing & Vendor Management Professionals

Report:Outsourcing Maturity Assessment

This tool assesses clients' outsourcing maturity level, identifies clients' weaknesses, and automatically prioritizes those weaknesses based on clients' scores. Additionally, it...

• Downloads: 18
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Report:Online Customer Service Functionality Benchmark: US Airlines

The Best And Worst Of Online Customer Service Among The Top Four US Airlines

Forrester evaluated the online customer service offerings of the four largest US airlines: Delta Air Lines, United Airlines, Southwest Airlines, and American Airlines. Our analysis uncovered a few...

• Downloads: 464
• Rating:

For Enterprise Architecture Professionals

Report:Fast-Tracking EA Renewal

Building An EA Program For "Dummies"

As businesses begin to look past the economic downturn, they are executing strategies that require a changed IT mission and plan. This in turn is changing the needs and expectations the EA function...

• Downloads: 502

For CIO Professionals

Report:Winning The Customer Experience Game

Best Practices For CIOs

Customer experience (CX) is too often thought of in terms of the IT help desk. But CIOs and their IT teams are increasingly being challenged with improving the customer experience for the...

• Downloads: 217
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For Sales Enablement Professionals

Report:Seller Insight Study: Sales Professionals' Perspectives On Building A Business Case

Knowing ROI metrics is important to build a strong business case. However, knowing how to apply them is even more so. Forrester surveyed 180 technology sales representatives who sell to senior-level...

• Downloads: 36

For Application Development & Delivery Professionals

Report:Digital Experience Delivery Maturity Assessment

Assessment: The Digital Experience Delivery Playbook

This report outlines for IT professionals more than 100 essential practices for organizations looking to deliver their digital experience transformation strategies. It asks questions such as: Do you...

• Downloads: 192

For Marketing Leadership Professionals

Report:Benchmark Your Interactive Marketing Maturity

Five Key Metrics For Tracking Progress

Are your interactive marketing efforts keeping pace with the marketplace? In this report for interactive marketers, Forrester identifies the five key benchmarks that help you gauge how well you are...

• Downloads: 815
• Comments: 1
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For Application Development & Delivery Professionals

Report:The Six Most Meaningful Metrics To Prove And Improve App Dev's Business Value

Speak Your Business Partners' Language To Show And Grow Your Worth

The business/IT divide still exists in many organizations, and bridging that gap is difficult if you can't demonstrate the business value your teams deliver. It's past time to transition from...

• Downloads: 1757

For Application Development & Delivery Professionals

Report:Benchmarks For CRM Selection And Deployment

Size Up Your CRM Initiative Compared Against 99 Projects

How does your customer relationship management (CRM) project compare with those at other organizations? Forrester surveyed 99 organizations that are using one of 19 leading CRM suite solutions to...

• Downloads: 1038

For Application Development & Delivery Professionals

Report:Define The Right CRM Metrics

Performance Management: The CRM Playbook

This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship management...

• Downloads: 1300
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For CIO Professionals

Report:Measuring BT Governance Outcomes Through Balanced Scorecards

The BT Governance Collection: Communications

Implementing strong business technology (BT) governance is on the agenda for many organizations as they continue the seemingly endless pursuits of aligning IT and business strategy, getting more...

• Downloads: 173

For CIO Professionals

Report:Measure Workforce Experience Through Engagement, Productivity, And Customer Impact

Customer experience — its relationship to loyalty and satisfaction and the likelihood that it will lead to future business — is now a well-established discipline. However, measuring...

• Downloads: 110
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For Infrastructure & Operations Professionals

Report:Voice Of The Customer: The Good, The Bad, And The Unwieldy Of DCIM Deployments

Customers Achieve ROI, But Configuration Is More Difficult Than Expected

Data center infrastructure management (DCIM) is rapidly emerging as a solution to help IT infrastructure and operations (I&O) professionals improve data center operations and management. As...

• Downloads: 127

For eBusiness & Channel Strategy Professionals

Report:Mobile eBusiness Key Performance Measurements

Benchmarks: The Mobile eBusiness Playbook

Like mobile measurement, mobile benchmarking is still in its infancy. Hard-to-come-by benchmarks challenge eBusiness and channel strategy professionals to understand how their investment levels...

• Downloads: 615
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For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2012: US Online Grocers

Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

• Downloads: 332
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For Application Development & Delivery Professionals

Report:What Comes Next After Application Assessment?

Application Assessments Are Only A First Step Toward Rationalization

Application rationalization is a hot topic for many applications professionals and also draws the attention of enterprise architects and CIOs. Most organizations begin by compiling an inventory of...

• Downloads: 692
• Comments: 2
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For CIO Professionals

Report:The State Of IT Governance, Q4 2010

Both quantitative and anecdotal research has demonstrated that firms with good IT governance outperform those without. Good IT governance ensures that IT investments are aligned with the business...

• Downloads: 1341

For Infrastructure & Operations Professionals

Report:IT Infrastructure And Operations: The Next Five Years

The Cloud On IT's Horizon

Interest in cloud technology and cloud economics abounds. While the technology delivers immediate reductions in capital costs, Forrester believes that cloud computing's greatest benefits will come...

• Downloads: 3255

For Application Development & Delivery Professionals

Report:Introducing ADAM: Forrester's Application Development Assessment Methodology

Use This Holistic And Actionable Approach To Drive Real Improvement

Modern problems require modern solutions. As firms wrestle with transforming application development and delivery to embody business technology (BT), leaders require clear measurements to justify,...

• Downloads: 801
• Comments: 3
• Rating: