About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Simon is vice president and principal analyst on the CIO research team focused on mobility and workplace experience. His research focuses on the role of the CIO in driving mobile strategy for employees, customers, and partners; mobile technology planning and road map development; and defining the technology requirements in an ever-changing work environment.
Prior to his current role, Simon was responsible for the growth and development of the CIO Group, Forrester's Leadership Board of more than 400 CIOs worldwide. Prior to assuming this role, he was vice president and research director for the infrastructure and operations and security and risk research teams. For three years, Simon developed and hosted Forrester's IT Forum EMEA, was based in Paris, and worked extensively with European clients. Before that, Simon was a principal analyst on the infrastructure and operations team covering personal computing, mobility, and client virtualization. He joined Forrester in 2000 as an analyst covering enterprise application integration and web services.
Prior to joining Forrester, Simon spent 10 years in technical book acquisitions and publishing with Addison Wesley and McGraw-Hill.
Simon holds a bachelor's degree from the University of Rhode Island in English and political science.
Vision: The Customer Analytics Playbook
With the growing importance of customer intelligence (CI) in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business...

The real-time buzzword is back. Marketers, vendors, and service providers use this term in a variety of scenarios to describe technologies, analytics, customer service, and processes. The hype around...
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...
Organization: The Customer Analytics Playbook
A mature customer intelligence (CI) function needs optimized data processes, cutting-edge technologies, and the right analytics talent. Analysts add value to CI with their data-mining and...

In the future, consumers will manage their data through a concept that Forrester calls personal identity management (PIDM). Customers' control over their data affects the analytics performed on that...
How Customer Intelligence Can Unify Audience Intelligence Across Channels To Enable Advanced Advertising
Marketers constantly seek ways to design addressable marketing programs that reduce media waste and create targeting efficiencies: Direct marketers turn to marketing databases to inform audience...

Processes: The Customer Analytics Playbook
Marketers continue to emphasize acquisition and are willing to take the risk of acquiring customers with low long-term profitability. While retention efforts typically enjoy the spotlight in an...
How Six Vendors Stack Up In A Mature Yet Changing Market
In Forrester's 70-criteria evaluation of customer analytics vendors, we identified the six most significant software providers — Angoss Software, FICO, IBM, KXEN, Pitney Bowes, and SAS —...

Forrester posits a customer intelligence (CI) quotient with three levels of maturity: functional intelligence, marketing intelligence, and strategic intelligence. At the highest maturity level, the...
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...
Companies adopt advanced analytics tools and techniques to convert data into intelligence and drive key customer-facing business decisions. We see that customer intelligence (CI) professionals...
Relationship marketers love customer lifetime value (CLV) as a concept because it puts the customer at the core of the marketing investment decision and sneaks a peek into the future worth of the...
Analytics and creativity are seldom used in the same sentence. The natural instinct is to delineate the two as left-brain and right-brain pursuits. Analytics and creative teams speak different...
The deluge of customer data shows no signs of abating. The perpetually-connected customer leaves data footprints in every interaction with a brand. This presents tremendous opportunities for...
Any big data or analytics conversation would be remiss without the mention of "data scientists." Much has been written about data scientists– who they are, who they should be, and...
Benchmarks: The Customer Analytics Playbook
The customer data explosion shows no signs of abating. Companies need strong customer analytics capabilities to get a handle on customer data and make meaningful decisions based on analytical...

Rarely do moments like this occur. Last week, while watching the evening news (yes, I still watch news), I was horrified by the continued coverage of the cruise ship disaster in Italy. But, while...
A Decision-Making Framework For Lifetime Value Analysis
Customer lifetime value (CLV), a forward-looking indicator of customer profitability, became common parlance as relationship marketing gained momentum. However, calculating CLV remains a significant...

Customer Intelligence (CI) professionals invest in data-mining, predictive analytics and modeling tools and technologies to make sense of the deluge of data. In the past, they've had to adapt...
I’m excited to announce that our new research on how firms use customer analytics was just published today. The new research reveals some interesting findings: Customer analytics serves...
Landscape: The Customer Analytics Playbook
The analytics conversation is now front and center for marketers, thanks to the real estate that big data enjoys in mainstream media. As a result of this buzz, customer analytics practitioners who...
Does your firm use customer analytics to optimize relationship marketing efforts? Does your firm use analytical techniques to understand and predict customer behavior? If so, we want to hear...