Forrester Research : Topic

Telecommunication Services

Telecommunications companies leverage technology to deliver information across distances via video, phone, Internet, on-demand, and other services.

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73 results in Social

Packaged Applications

For Customer Experience Professionals
Client Inquiry:Customer Satisfaction Surveys
Andrew McInnesJuly 19, 2010
We are looking for information on the expected rate of return or the high/low rate of return on customer satisfaction surveys. Is there an average rate of return that can be expected or a high/low...
For Vendor Strategy Professionals
Client Inquiry:SaaS Adoption And Company Size
Andrew BartelsMarch 02, 2011
Do you have a position on the size of companies adopting software-as-a-service (SaaS)? That is, from your interviews and questionnaires, were the growth projections from large, medium, or small...
For Business Process Professionals
Client Inquiry:How Do CRM 2.0/Social CRM And The Extended CRM Application Ecosystem Fit Together?
William BandJanuary 18, 2011
Forrester covers the concept of customer relationship management (CRM) 2.0/social CRM and extended CRM application ecosystem in various research reports. However, these reports don't seem to be...
For eBusiness & Channel Strategy Professionals
Client Inquiry:Who Are The Leading Web Chat Vendors And How Do They Rank Against Each Other?
Diane ClarksonAugust 30, 2010
We're interested in introducing web chat capabilities for our members so that they have another channel to communicate with our customer service team. Does Forrester track the vendors in this space?...
For Business Process Professionals
Client Inquiry:Using Call Center Products To Deliver Great Customer Service Experiences
Kate LeggettOctober 14, 2010
Upon reading Forrester's January 28, 2010, "Rating Customer Service Experiences, 2010" report by Bruce D. Temkin, I utilized the customer service experiences article to identify companies that had...
For Application Development & Delivery Professionals
Client Inquiry:What Are The Trends Around Utilizing Customer Data To Better Understand And Serve Customers?
Kate LeggettNovember 29, 2010
What are some of the latest developments (or key trends) in utilizing customer information that is already available in company databases (such as product portfolio, household makeup, age,...
For Business Process Professionals
Client Inquiry:Trends Around Software Employee Training
Claire SchooleyJuly 21, 2010
We have the following questions about software employee training: 1) What is the estimated market spend (or budget) for training employees on software (or on IT-related purchases if nothing else...
For CIO Professionals
Client Inquiry:How Do Supplier Networks Differ From AP-EIPP?
Andrew BartelsFebruary 07, 2012
What distinguishes supplier networks and AP-EIPP, and what are example vendors of each?
For eBusiness & Channel Strategy Professionals
Client Inquiry:Customer Communication Involved With Money Movements
Carrie JohnsonApril 05, 2011
When customers transfer monies between accounts, there are different ways by which the bank advises them when it's completed -- SMS texting, letter confirmation, telephone call, etc. Does Forrester...
For eBusiness & Channel Strategy Professionals
Client Inquiry:Do You Have Net Promoter Scores For US Banks?
Bill DoyleFebruary 14, 2011
Do you have Net Promoter Scores for US banks?
For Application Development & Delivery Professionals
Client Inquiry:What Are Best Practices For Implementing A Customer Service Operation?
Art SchoellerSeptember 29, 2011
We are looking for telephony advice (including IVR/ACD) and direction. To that end, what are some of the things we ought to bear in mind when implementing a customer service operation? We would like...
For Infrastructure & Operations Professionals
Client Inquiry:Do We Need 24x7 Support For Enterprise System Monitoring?
Eveline OehrlichJanuary 25, 2011
I would like to know what kind of support enterprises typically purchase for software that's used for system monitoring. I'm trying to decide if the more expensive 24x7 support is needed when...
For Customer Experience Professionals
Client Inquiry:Measuring In-Store Customer Experience
Megan BurnsAugust 04, 2010
How do companies measure customers' experience after visiting a retail store? What methods do companies use to identify, contact, and survey customers after they have interacted with staff in a...
For eBusiness & Channel Strategy Professionals
Client Inquiry:Seeing A Chat Rep Typing Can Have A Significant Impact
Diane ClarksonSeptember 28, 2011
Does knowing when a chat rep is typing affect the customer experience?
For Business Process Professionals
Client Inquiry:Finding Alternatives To Homegrown Customer Complaint Management
Kate LeggettJune 29, 2011
What are some alternatives to the homegrown system (Lotus Notes) we use as a repository for customer complaints? We looked at one company, but are looking for more alternatives. The company we...
For Business Process Professionals
Client Inquiry:Are Companies Outsourcing Their IT Help Desks?
Kate LeggettOctober 06, 2010
Are companies outsourcing their IT help desks? If so, are they having issues? Have any companies brought them back in-house or moved to nearshore options?
For Application Development & Delivery Professionals
Client Inquiry:Can You Provide A Definition Of CRM?
William BandMarch 15, 2011
Can you provide a short but exhaustive definition of the term CRM?
For Business Process Professionals
Client Inquiry:Should We Use The Same Knowledge Management User Interfaces For Customers And Call Center Agents?
Kate LeggettSeptember 21, 2010
Is using the same knowledge management user interface (UI) for both customers (outward-facing) and call center agents a bad idea?
For eBusiness & Channel Strategy Professionals
Client Inquiry:What Are The Technologies That Link The Web To A Person?
Diane ClarksonDecember 03, 2010
I would like to know more concerning web callback technologies — click-to-call or chat. What are the technologies that link the Internet and a physical person?
For Sourcing & Vendor Management Professionals
Client Inquiry:Enterprise Resource Planning Success Stories
Liz HerbertApril 06, 2011
What are some enterprise resource planning (ERP) success stories and metrics?
For Enterprise Architecture Professionals
Client Inquiry:Can You Please Compare The Benefits Of An Enterprise Solution Versus A Cheaper, Faster Alternative?
Gene LeganzaMarch 28, 2011
I am continually having delivery teams question enterprise solutions as costly and time prohibitive. They spend considerable time investigating other vendors and custom solutions as cheaper...
For Infrastructure & Operations Professionals
Client Inquiry:Can You Please Provide Some IT Service Desk Metrics?
Stephen MannNovember 16, 2011
We are looking for some metrics for IT service desk (ITSD) support. Can you please provide some numbers around first-contact resolution, number of incidents, abandonment rate, average incident...
For Sourcing & Vendor Management Professionals
Client Inquiry:What Are Best Practices For Software-As-A-Service (SaaS) Vendor Pricing?
Liz HerbertFebruary 07, 2012
Is it standard practice for a SaaS vendor to require a prospective customer to pay a full year's worth of fees even though the prospect will not begin to use the SaaS offering until midyear?
For Infrastructure & Operations Professionals
Client Inquiry:Best Practices For Service Desk And Desk-Side Support
Stephen MannJuly 13, 2011
We are looking for standards/trends/best practices in service desk and desk-side support for internal clients. For example: How much is/should/can be supported remotely? What are large companies...
For eBusiness & Channel Strategy Professionals
Client Inquiry:What Are Some Useful Chat Contact Center KPI Benchmarks?
Diane ClarksonMarch 15, 2012
What is a typical chat contact center average handle time, queue abandonment rate, missed chat (no available agents) rate, etc.?

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For Customer Experience Professionals

Client Inquiry:Customer Satisfaction Surveys

For Vendor Strategy Professionals

Client Inquiry:SaaS Adoption And Company Size

For Business Process Professionals

Client Inquiry:How Do CRM 2.0/Social CRM And The Extended CRM Application Ecosystem Fit Together?

For eBusiness & Channel Strategy Professionals

Client Inquiry:Who Are The Leading Web Chat Vendors And How Do They Rank Against Each Other?

For Business Process Professionals

Client Inquiry:Using Call Center Products To Deliver Great Customer Service Experiences

For Application Development & Delivery Professionals

Client Inquiry:What Are The Trends Around Utilizing Customer Data To Better Understand And Serve Customers?

For Business Process Professionals

Client Inquiry:Trends Around Software Employee Training

For CIO Professionals

Client Inquiry:How Do Supplier Networks Differ From AP-EIPP?

For eBusiness & Channel Strategy Professionals

Client Inquiry:Customer Communication Involved With Money Movements

For eBusiness & Channel Strategy Professionals

Client Inquiry:Do You Have Net Promoter Scores For US Banks?

For Application Development & Delivery Professionals

Client Inquiry:What Are Best Practices For Implementing A Customer Service Operation?

For Infrastructure & Operations Professionals

Client Inquiry:Do We Need 24x7 Support For Enterprise System Monitoring?

For Customer Experience Professionals

Client Inquiry:Measuring In-Store Customer Experience

For eBusiness & Channel Strategy Professionals

Client Inquiry:Seeing A Chat Rep Typing Can Have A Significant Impact

For Business Process Professionals

Client Inquiry:Finding Alternatives To Homegrown Customer Complaint Management

For Business Process Professionals

Client Inquiry:Are Companies Outsourcing Their IT Help Desks?

For Application Development & Delivery Professionals

Client Inquiry:Can You Provide A Definition Of CRM?

For Business Process Professionals

Client Inquiry:Should We Use The Same Knowledge Management User Interfaces For Customers And Call Center Agents?

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Are The Technologies That Link The Web To A Person?

For Sourcing & Vendor Management Professionals

Client Inquiry:Enterprise Resource Planning Success Stories

For Enterprise Architecture Professionals

Client Inquiry:Can You Please Compare The Benefits Of An Enterprise Solution Versus A Cheaper, Faster Alternative?

For Infrastructure & Operations Professionals

Client Inquiry:Can You Please Provide Some IT Service Desk Metrics?

For Sourcing & Vendor Management Professionals

Client Inquiry:What Are Best Practices For Software-As-A-Service (SaaS) Vendor Pricing?

For Infrastructure & Operations Professionals

Client Inquiry:Best Practices For Service Desk And Desk-Side Support

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Are Some Useful Chat Contact Center KPI Benchmarks?

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