Forrester

For Customer Insights Professionals

Report:Consumer Attitudes Toward Loyalty Programs Deteriorate

Landscape: The Customer Loyalty Playbook

Consumers join programs of brands they like, but they limit their participation to only a few programs and are motivated by the desire to seek out discounts. Since 2008, consumer attitudes toward...

• Downloads: 804

Discussion:Attribution in a B2B Organization

Hi Everyone,As many you know, I cover the attribution measurement space and I am currently writing a playbook around Cross-Channel Attribution.  For my upcoming research, I would like to dive deeper...

For Customer Insights Professionals

Report:Enable Loyalty Program Success With Sound Processes

Processes: The Customer Loyalty Playbook

Loyalty programs promise to increase retention and satisfaction, but they often fall short of delivering results because they lack an innovative strategy to set them apart from the competition. This...

• Downloads: 873
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For Customer Insights Professionals

Report:Case Study: SCENE Uses Customer Insights To Deliver Value To Loyalty Customers

This report provides a case study supporting Forrester's best practices for customer intelligence professionals working to drive customer loyalty. Forrester identifies four crucial best practices for...

• Downloads: 168

Discussion:Making Sense Of A Fractured Consumer Data Ecosystem

Discussion:How Dirty Is Your Data?

Consumers and legislators can be upset in how personal data is being used and/or exchanged, yet they cannot impede the flow of business. Think about how much personal data is given to your insurance...

Discussion:Drive Smarter Customer Loyalty With Customer Intelligence

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 Insights Professionals

Report:Move Beyond Campaigns To Tap Hidden Customer Potential

Cross-channel campaign management (CCCM) tools are the heart of the enterprise marketing platform, yet campaigns are too rigid and too rooted in batch-based techniques to allow firms to achieve...

• Downloads: 91

For Customer Insights Professionals

Survey:European Technographics® Financial Services Survey 1, 2013

Forrester conducted an online survey fielded in January 2013 of 14,228 European individuals in France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK. This survey is based on an online...

Discussion:How To Identify Digital Intelligence Requirements

For Customer Insights Professionals

Report:Building A World-Class Loyalty Program

Continuous Improvement: The Customer Loyalty Playbook

Successful loyalty programs offer a boost to customer retention, customer satisfaction, and the bottom line. But today, many programs fail to reach success because they haven't mastered even basic...

• Downloads: 498

For Customer Insights Professionals

Report:How Analytics Drives Customer Life-Cycle Management

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...

• Downloads: 1865
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For Customer Insights Professionals

Report:Cross-Channel Attribution Presents A Clear Path To Marketing ROI

Vision: The Cross-Channel Attribution Playbook

Today's customers interact with brands via a wide variety of touchpoints and at different stages of the brand life cycle. But companies measure campaign success using last-touch methods that fail to...

• Downloads: 444

For Customer Insights Professionals

Report:CI Professionals: Plan For The Future Of Cross-Channel Marketing

The online marketing suite supports many of the priorities that customer insights (CI) professionals hold dear: customer centricity, cost efficiency, measurement, and marketing relevance. But...

• Downloads: 869
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Discussion:Evaluate And Evolve Your Loyalty Program's Intelligence Quotient

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

Discussion:Cross-Channel Attribution Puts The Science In Marketing Measurement

Discussion:Case Study: Telecom Italia Builds A European Social Intelligence Command Center

Discussion:CI Job Board

Offering or seeking advice on professional development? Looking to fill an open position at your organization? Post the job description here! I'm hoping to maintain this as an open thread for all...

For Customer Insights Professionals

Report:Tackle Behavioral Targeting To Modernize Customer Interactions

Benchmarks: The Cross-Channel Campaign Management Playbook

For the recent Forrester Wave™ evaluation of cross-channel campaign management (CCCM), we surveyed 130 customers about their vendors. We found that users were generally satisfied with the...

• Downloads: 636
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For Customer Insights Professionals

Report:TechRadar™ For Customer Intelligence Professionals: Customer Loyalty Programs, Q1 2013

Business Case: The Customer Loyalty Playbook

Loyalty technologies play a central role in the execution and differentiation of customer loyalty programs and, more specifically, in driving consumer participation in a program across channels...

• Downloads: 372
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For Customer Insights Professionals

Report:Customer Intelligence Needs A New Breed Of Marketing Scientist

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...

• Downloads: 566
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For Customer Insights Professionals

Report:Making Sense Of A Fractured Consumer Data Ecosystem

Landscape: The Personal Identity Management Playbook

Although widespread adoption of personal identity management (PIDM) remains a few years away, the ecosystem of data lockers and authorization managers is already rapidly evolving. Firms ranging from...

• Downloads: 300
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For Customer Insights Professionals

Report:Enable Customer Obsession With Cross-Channel Campaign Management

Executive Overview: The Cross-Channel Campaign Management Playbook

Once relegated to the province of direct mail teams and analysts, customer data and marketing technology are now essential to every marketing function, from strategy to creative development to...

• Downloads: 330
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