Forrester

For eBusiness & Channel Strategy Professionals

Report:Which Firms Do US Investor Segments Use?

The Wealth Management Firms Each Of Our Nine Investor Segments Use

To understand the behavior of US investor households, Forrester analyzes two dimensions that meaningfully distinguish individual investors: investable assets and self-directedness. We combine these...

• Downloads: 486

For eBusiness & Channel Strategy Professionals

Report:How Clients Want To Interact With Financial Advisors

Younger Consumers Prefer Online Chat, Websites, And Email

Now more than ever, clients are using new channels to communicate with their financial advisors. Younger clients show a strong preference for communicating with advisors through digital channels like...

• Downloads: 652
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For eBusiness & Channel Strategy Professionals

Report:Affluent Investors Seek Online Collaboration

Smart Full-Service Firms Will Use The Web To Connect Advisors And Clients

Forrester's data shows that more than one in four affluent US investors express interest in online collaborative advice tools such as co-browsing. In fact, the largest segment of affluent investors...

• Downloads: 540

For eBusiness & Channel Strategy Professionals

Report:More US Investors Adopt eDelivery, But Most Still Get Paper

Eager to reduce the costs of mailing paper statements and other client communications, investment firms have been promoting electronic delivery (eDelivery) to their customers. It's working: The...

• Downloads: 185

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers

Two years after a near collapse of the financial system, consumer trust in many US financial institutions has returned. But some firms rank much higher than others in our customer advocacy ratings....

• Downloads: 819

For eBusiness & Channel Strategy Professionals

Report:How US Consumers Research And Buy Investment Products

Purchasers Have Often Researched Through A Different Channel

Over the past year, 7% of US online adults have purchased an investment product. While the online channel is the most popular channel for researching, the in-person channel is the most popular for...

• Downloads: 506

For eBusiness & Channel Strategy Professionals

Report:Mobile And Social Technologies Come Late To Wealth Management

Younger Generations Are Just The First Wave Of Mobile and Social Adopters

To date, traditional investment and life insurance firms have been insulated from the disruptive forces of mobile and social technologies because their best clients are older. In countries around the...

• Downloads: 936

For eBusiness & Channel Strategy Professionals

Report:Segmenting US Investors, 2010

Forrester's Segmentation Combines Self-Directedness And Investable Assets

Forrester's segmentation of investors by self-directedness has yielded powerful insights for years. Asset-based segmentations remain fundamental for wealth management firms. By combining...

• Downloads: 578

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2012: How Customers Rate US Banks, Investment Firms, And Insurers

Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that a...

• Downloads: 611

For eBusiness & Channel Strategy Professionals

Report:How To Reach US Investor Segments

The Media That Each Of Our Nine Investor Segments Consumes

Forrester combines two dimensions that meaningfully distinguish individual investors — investable assets and self-directedness — to create nine discrete investor segments. Among other...

• Downloads: 455

For eBusiness & Channel Strategy Professionals

Report:Full-Service Wealth Management Firms: It's Time To Transform Your Websites

Website Quality Is Positively Correlated To More Money From Clients

Advisor-based firms serving the wealthiest US investors have neglected the online channel for years, leaning heavily on the person-to-person channel instead. But full-service firms' clients are...

• Downloads: 587
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For eBusiness & Channel Strategy Professionals

Report:The State Of Mobile Investing

Mobile is the hot channel these days. A number of investment firms have developed mobile apps, and many offer dedicated mobile Web sites. Consumer adoption is ticking up: Today, 11% of investors are...

• Downloads: 954
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For eBusiness & Channel Strategy Professionals

Report:US Investors Adopt eDelivery, But Most Still Want Paper

To Boost Adoption, Executives Need To Educate Customers About The Benefits

The number of investors who receive statements and other account communications in electronic form is up substantially over the past three years. But most investors still cling to paper. Why? Many...

• Downloads: 288

For CMO Professionals

Report:How Financial Services Firms Win Loyal Customers

Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers

Marketing leaders at top-ranked financial services firms have found the secret to loyal customers. Forrester calls it customer advocacy: customers' perception that a firm does what's best for them,...

• Downloads: 722

For CMO Professionals

Report:The Wealth Management Firms US Investors Use

Where US Investor Segments Keep Their Assets

Significant changes in investor behavior have rendered old segmentations obsolete. Marketing leaders at financial services firms that serve US investors can benefit from Forrester's attitude-based...

• Downloads: 406

For CMO Professionals

Report:How To Segment Today's Investors

Segmenting US Investors, 2010

Financial services marketing leaders need to expand their approach to segmentation of their investors. An actionable segmentation of US investors must be built on dimensions that truly distinguish...

• Downloads: 371
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For eBusiness & Channel Strategy Professionals

Report:Which Investors Are Likely To Adopt eDelivery?

Potential Adopters Are Younger, Secure Online, And Open To Ads And Advice

More and more US investors are opting to receive statements and other account communications online. But the numbers remain small: Just 22% of US investors have gone online-only for an investment...

• Downloads: 304

For eBusiness & Channel Strategy Professionals

Report:How To Create A Site That Appeals To Affluent Investors

Use Importance And Quality Ratings To Prioritize Improvements To Your Site

Four out of five US online affluent investors visit their investment firms' websites at least a few times a year. What secure-site features do they value most? Account inquiry features —...

• Downloads: 464
• Comments: 1
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For CMO Professionals

Report:The Media That Investors Read, Watch, And Use

How To Reach US Investor Segments

Marketing leaders at financial services firms that serve US investors can benefit from Forrester's investor segmentation. The variables we've chosen are simple, usable, and memorable; the results...

• Downloads: 278

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2010: How Canadian Customers Rate Their Banks

Forrester's research shows that a key driver of customer retention and deeper customer relationships is a trait we call "customer advocacy," the perception by customers that a firm does what's best...

• Downloads: 278

For eBusiness & Channel Strategy Professionals

Report:The ROI Of Mobile Investing And Mobile Trading

Making The Business Case For Mobile Efforts At Wealth Management Firms

Mobile has become a high priority for eBusiness teams at wealth management and investment firms. In the US, the proportion of online adults who use the mobile channel to manage their investments rose...

• Downloads: 617

For eBusiness & Channel Strategy Professionals

Report:Collaborative Advice

Using Digital Touchpoints To Enhance Advisor-Client Relationships

In the past, financial advisors and agents typically didn't involve clients in the advice generation process. They worked their magic behind the scenes and then presented clients with the final...

• Downloads: 349