Forrester

For Customer Insights Professionals

Report:The Keys To A Social Intelligence Command Center

Continuous Improvement: The Social Intelligence Playbook

If you represent a large consumer brand, consider a social intelligence command center — a dedicated resource for listening to the groundswell. A command center like this can improve your...

• Downloads: 1326

For Customer Insights Professionals

Report:Defining Social Intelligence

Vision: The Social Intelligence Playbook

Listening platforms power marketers by analyzing their brands, products, and customers across social media channels. But although listening platforms make managing social data possible, marketers...

• Downloads: 2720
• Comments: 1
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For Customer Insights Professionals

Report:The Facebook Factor

Quantifying The Impact Of A Facebook Fan On Brand Interactions

Quantifying the impact of a Facebook fan can be difficult and elusive for marketers. Forrester uses statistical modeling to analyze the effect of being a Facebook fan on brands. The model gives...

• Downloads: 1231
• Comments: 4
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For Customer Insights Professionals

Tool:Listening Platforms Drive Multiple Actions

For Customer Insights Professionals

Report:Case Study: Dell's Social Media Listening Command Center Builds Customer Relationships

Dell is a global brand that generates more than 25,000 online conversations every day. Keeping up with that volume isn't easy, but the firm uses its Social Media Listening Command Center to...

• Downloads: 658

For Customer Insights Professionals

Report:Untangling The Attribution Web

Using Cross-Channel Attribution To Understand Marketing Effectiveness

In an environment where media fragmentation is the status quo, traditional one-to-one, last-touch methods of allocating demand to marketing efforts are outdated and lead to a suboptimal marketing...

• Downloads: 724

For Customer Insights Professionals

Tool:Both B2C And B2B Companies Listen

For Customer Insights Professionals

Report:Case Study: Intel's "Social Media Center Of Excellence" Responds In Real Time

Intel has an internal team of seven employees — aligned by business function — to listen to the groundswell, engage in online discussion, and set corporate guidelines for social media....

• Downloads: 665
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For Customer Insights Professionals

Report:The Evolution Of The Customer Engagement Agency

As the demand for customer intelligence (CI) from business stakeholders grows and more organizations increase their CI maturity, organizations' marketing agency needs have also changed. A few...

• Downloads: 504
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For Customer Insights Professionals

Report:The 2011 Listening Platform Landscape

Exploring The Tools And Technologies That Manage Social Media Data

In January 2009, Forrester identified an evolution in the social media technology market: Social media monitoring tools grew into a more advanced technology and analytics infrastructure —...

• Downloads: 1588
• Comments: 1
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For Customer Insights Professionals

Report:How Listening Informs Campaign Management

With customer communication channels growing at an exponential pace, brands must adapt their marketing campaigns to provide messages that are more customer-relevant and that differentiate their...

• Downloads: 452

For Customer Insights Professionals

Tool:Both Small And Large Listening Customers License Many Seats

For Customer Insights Professionals

Report:The Role Of Customer Intelligence In Evolving Your Social Maturity

An Empowered Report: How Data-Driven Strategies Strengthen Empowered Organizations

An empowered organization gives its employees the resources they need to build relationships with their constantly evolving customers. But many companies still struggle to adapt their marketing...

• Downloads: 360
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For Customer Insights Professionals

Report:The Total Cost Of Listening

Business Case: The Social Intelligence Playbook

Listening platforms are hot and marketers are keen to use consumer conversations to inform marketing and business strategy. But as more businesses adopt listening platforms, the question that comes...

• Downloads: 1031

For Customer Insights Professionals

Report:Predictions 2011: What Will Happen In Market Research

Major Changes Are In Store For The Market Research Profession

Until a couple of years ago, the market research department was the only department that proactively collected data from customers and prospects and broadcast it into the organization, but now data...

• Downloads: 898

For Customer Insights Professionals

Report:Where To Get Help With Customer Influence

Identifying and tapping customer influence remains a popular topic for Customer Intelligence professionals. But with all of the interest, most see influence as a nebulous concept. Some of the...

• Downloads: 315
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For Customer Insights Professionals

Report:A Market Insights Professional's Introduction To Competitive Strategy In The Age Of The Customer

Disruption is coming — is your company ready? Organizations need to realize that their customers want things faster, better, cheaper, and with a higher degree of service, and technology makes...

• Downloads: 483

For Customer Insights Professionals

Report:Organize For Social Intelligence

Organization: The Social Intelligence Playbook

Finding and acting on insights gleaned from online and social discussions is a tricky practice. It takes the right combination of clarity of objective, business planning, technology, and, most...

• Downloads: 1036

For Customer Insights Professionals

Playbook:The Social Intelligence Playbook

Leverage Social Data To Elevate Customer Intelligence

Social media's prevalence across the Web gives consumers and brands a new way to connect online. But while most businesses know the importance of social media, most are missing opportunities by not...

For Customer Insights Professionals

Report:Trends 2010: Listening Platforms

Findings From Forrester's Listening Platforms Wave™ Evaluation

We recently surveyed 153 listening platform customers about their vendor partnerships and Social Intelligence practices. Listening platform customers represent companies of all sizes and industries...

• Downloads: 920

For Customer Insights Professionals

Report:The Cross-Channel Attribution Blueprint

A Readiness Framework For Successful Implementation

Customer Intelligence (CI) professionals are increasingly tasked with assessing marketing effectiveness across all channels within the organization. But without access to next-generation attribution...

• Downloads: 778

For Customer Insights Professionals

Tool:Most Listening Customers Partnered With Vendors Recently

For Customer Insights Professionals

Tool:The Most Popular Industries For Online Discussion

For Customer Insights Professionals

Report:Uncovering The Value Of Social Intelligence For B2B Companies

Business-to-business (B2B) companies that do not already have a social media strategy or a listening platform are at risk of being left behind. While social media and business-to-consumer (B2C)...

• Downloads: 311
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For Customer Insights Professionals

Tool:Listening Customers Represent Different Parts Of The Organization