Forrester

For Customer Insights Professionals

Client Inquiry:Effect Of Multicontacts On Response

Our client is set to approve a direct marketing program that is testing a multiple contact approach against a single contact approach. What we would like are any industry benchmarks or examples that...

For Customer Insights Professionals

Report:Customer Intelligence Needs To Get Out Of The Weeds To Demonstrate Value

With an influx of data and the upsurge of digital media channels revolutionizing how companies communicate with customers, Customer Intelligence (CI) professionals are poised to elevate their...

• Downloads: 396

For Customer Insights Professionals

Blog:Epsilon's Data Breach: A Wake Up Call For The Entire CI Industry

On April 1, 2011, Epsilon announced that it had detected an unauthorized entry into its email system, and that, as a result, a subset of its email clients’ customer data was exposed to an...

For Customer Insights Professionals

Client Inquiry:Database Providers In The UK

How big is the UK market for database providers, and how many database providers do you estimate are in that market?

For Customer Insights Professionals

Blog:Elevating The CI Role Within The Organization

I've had two reports go live in the past week or so which, although we worked on them separately, are in some ways related. First, we argue that Customer Intelligence needs to get out of the...

For Customer Insights Professionals

Blog:Sometimes, The Elephant In The Room Is Meant To Be There!

After we packed up the kids and drove three hours to Disney World in Orlando, I sat up until almost 2 o'clock this morning reading the media coverage about Disney's soon-to-be-launched...

For Customer Insights Professionals

Report:What Customers Really Think About Their Database Marketing Service Providers

In our recent study of database marketing service providers (MSPs), we found that MSPs exist in a diverse vendor ecosystem but enjoy significant customer loyalty. While most firms prioritize deep...

• Downloads: 329

For Customer Insights Professionals

Tool:Control And Expertise Are The Most Cited Reasons For Organizational Structure

For Customer Insights Professionals

Tool:Satisfaction Is People-Driven

For Customer Insights Professionals

Tool:Marketers Favor Lengthy Relationships

For Customer Insights Professionals

Blog:Intelligent Dialogs: Julie Bernard, VP Customer Centricity And Database Marketing

I caught up today with Julie Bernard in advance of her presentation at tomorrow's Marketing Leadership and Customer Intelligence Forums. Julie's keynote focuses on "Putting The Customer At...

For Customer Insights Professionals

Blog:The "New Mover" Myth

On January 1st I became a resident of Florida -- my wife and I joke that after the collective 63 years that she, our two kids, and I have spent in New York, that we’re just doing what so...

For Customer Insights Professionals

Blog:Where Can You Go For Preference Management Support?

In recent inquiries and in one-on-one meetings at our Consumer Forum last week, I’ve had several discussions about the preference management landscape. We’ve written about the trend, but...

For Customer Insights Professionals

Report:How Firms Organize Their Customer Intelligence Function

One of our most frequent client inquiries relates to the best way to organize Customer Intelligence (CI). Our research shows that no single "best" way exists. Firms organize differently — often...

• Downloads: 627

For Customer Insights Professionals

Report:How Health Insurance Companies Can Leverage CI To Adapt Amid Policy Reform

US health insurance companies are in the midst of a systemwide transition to meet the requirements of congressionally mandated healthcare reform awaiting them in 2014. While insurers have made great...

• Downloads: 288
• Comments: 1

For Analyst Relations Professionals

Report:AR's Opportunity To Deliver Publication-Ready Content

Analyst relations (AR) managers want to influence what analysts write and present. Yet they miss the opportunity to supply publishable content because they send stock collateral instead, and they...

• Downloads: 234

For Customer Insights Professionals

Report:CI's Imperative In The Age Of The Customer: Drive Business Success

To thrive in the age of the customer, companies must become customer-obsessed. Why? Because empowered consumers quickly eat away at traditional areas of competitive advantage — manufacturing...

• Downloads: 269

For Customer Insights Professionals

Report:Case Study: ESPN Drives Fan Value Through Customer Intelligence

During the past three years, ESPN has systematically integrated and analyzed multiple data sources from across the business to develop an understanding of the unique value that individual fans...

• Downloads: 406

For Customer Insights Professionals

Tool:Little Consistency In How Firms Organize CI Functions

For Customer Insights Professionals

Report:Preparing For The Intelligent Enterprise: A Blueprint For Customer Intelligence Professionals

Why Market Insights + Customer Intelligence = Competitive Advantage

Despite an abundance of customer-related data, most companies still struggle to understand their customers — lacking the culture, process, technology, data, measurement framework, and business...

• Downloads: 876

For Customer Insights Professionals

Tool:Business Relevance And Value Are The Most Important Vendor Traits

For Customer Insights Professionals

Tool:On Average, Strategic Intelligence Firms Are More Likely To Centralize Functions

For Customer Insights Professionals

Tool:B2B Firms Favor Functional Intelligence

For Customer Insights Professionals

Tool:Half Of Respondents Have More Than 10 Million Records; Half Have Fewer

For Customer Insights Professionals

Blog:It's Time For Business Leaders To Embrace Customer Intelligence

Forrester believes that we have entered the age of the customer — an age in which customer obsession matters more than any other strategic imperative, requiring firms to focus their strategy,...