Forrester

For CMO Professionals

Report:B2B CMOs: Make Marketing Automation A Catalyst For Alignment With Sales

Use Forrester's Marketing Automation Maturity Model To Map Your Strategy

Business-to-business (B2B) marketers use technology to aggressively push more leads into the top of the sales funnel. Businesses have changed their buying behavior, and while the capabilities of the...

• Downloads: 874

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: 846

For Customer Insights Professionals

Tool:Technology And Analytics Dictate Outsourcing Partner Choice

For Customer Insights Professionals

Tool:Evaluated Vendors: Product Information And Selection Criteria

For Application Development & Delivery Professionals

Report:Here Comes The Open Web — Embrace It

The New Web Platform For Customer Engagement And Much More (Part 1)

The Web is moving on to a new era of openness, mobility, and digital business. The open Web is a platform built on HTTP (the fundamental web protocol), a new generation of HTML, dynamic languages,...

• Downloads: 934
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For Marketing Leadership Professionals

Tool:Most Marketers Staff Between Two And 10 People On Interactive Efforts

For Interactive Marketing Professionals

Report:The Forrester Wave™: Marketing Mix Modeling, Q2 2013

The Nine Providers That Matter Most And How They Stack Up

Since Forrester published its first Wave™ evaluation on marketing mix modeling in 2011, the market has undergone significant growth and evolution as marketers demand more in-depth, real-time,...

• Downloads: 247

For eBusiness & Channel Strategy Professionals

Report:Optimize Your Mobile Banking Strategy

Continuous Improvement: The Mobile Banking Strategy Playbook

Congratulations! Your mobile banking web, iPhone, iPad, and Android apps are live, and adoption has surpassed your wildest expectations. But what now? Digital banking teams need to test and optimize...

• Downloads: 664
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For Customer Insights Professionals

Report:The Road To Digital Intelligence

Gaming Analytics Illustrates The Path To Digital Intelligence Maturity

As consumers effortlessly move across digital touchpoints and as marketing campaigns span channels, the need for comprehensive analytics has never been greater. But practitioners struggle to break...

• Downloads: 754
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Report:eBusiness Professionals In Financial Services: Social Media Is About More Than Just Marketing

eBusiness Has A Key Role In The Understanding And Usage Of Social Media

Forrester recently published an analysis of the social habits of financial service customers along with a scan of current regulations and existing social marketing efforts. Overall, social media...

• Downloads: 585

For Customer Insights Professionals

Tool:Forrester Wave™: Online Testing, Q3 2010

For Application Development & Delivery Professionals

Report:Market Overview: Chat Solutions For Customer Service

Twenty Solutions For Delivering Differentiated Experiences

Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

• Downloads: 153

For Marketing Leadership Professionals

Report:How To Exploit The Database Of Affinity

And Why Google, Not Facebook, Will Dominate Affinity Marketing

Every day, huge numbers of people tell us what they like by voting for things, talking about things, reviewing things, and engaging in other online social interactions. All these behaviors add up to...

• Downloads: 190
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For CMO Professionals

Report:Predictive Analytics Revolutionize Marketing Mix Planning

Landscape: The Marketing Mix Optimization Playbook

Marketing mix modeling is no longer just a tool for consumer packaged goods (CPG) marketers to measure the effect of traditional marketing on overall sales. Today, marketing mix modeling can help all...

• Downloads: 608
• Comments: 2
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For CIO Professionals

Tool:A Sample Readiness Assessment

For Marketing Leadership Professionals

Report:US Interactive Marketing Forecast By Industry, 2011 To 2016

Forrester forecasts interactive marketing spend to grow at a compound annual growth rate of 17%. But not all industries will invest in interactive at the same pace. Financial services will spend the...

• Downloads: 1569

For Enterprise Architecture Professionals

Report:Use A Metrics Framework To Drive BPM Excellence

Performance Management: The Business Process Management Playbook

Advancing technology for business process management (BPM) and analytics is allowing broader and deeper treatment of performance metrics. As a result, defining and using performance metrics is an...

• Downloads: 483
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For Application Development & Delivery Professionals

Report:Best Practices: Next Best Action In Customer Relationship Management

Boost ROI In Multichannel Sales, Marketing, And Customer Service

Many customer relationship management (CRM) and business process professionals have implemented next-best-action technologies to improve customer retention, boost upsell and cross-sell, and enhance...

• Downloads: 1567

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 CMO Professionals

Report:CMOs Must Connect The Dots Of The Online Brand

Orchestrate Digital For The Best Brand Experience

Digital has been widely embraced by consumers and by many parts of the enterprise. But the adoption of digital channels — Web sites, mobile apps, online sales and customer service, and other...

• Downloads: 912

For Customer Insights Professionals

Report:Assessing Your Customer Intelligence Quotient

Forrester posits a customer intelligence (CI) quotient with three levels of maturity: functional intelligence, marketing intelligence, and strategic intelligence. At the highest maturity level, the...

• Downloads: 614

For Customer Insights Professionals

Client Inquiry:"Customer Intelligence" Versus "Direct Marketing"

We are curious about any statistics that show the adoption of the term "Customer Intelligence (CI)" as compared with the term "direct marketing (DM)." How is the rebranding using this term doing? Are...

For eBusiness & Channel Strategy Professionals

Report:Best Practices In Multichannel Financial Services Sales

Take An Agile Approach To Support Customers Across Multiple Touchpoints

The rapid development of customer touchpoints, increasing customer expectations, and the pressure for success in the competitive market forces eBusiness and channel strategy executives at financial...

• Downloads: 1737

For Customer Insights Professionals

Report:Should Your Firm Work With A Customer Engagement Agency?

How To Decide Whether And When To Hire A CEA

Customer intelligence (CI) professionals play an important role in a firm's evolution in the age of the customer — with many gaining C-suite visibility and achieving more-strategic positioning...

• Downloads: 157

For eBusiness & Channel Strategy Professionals

Report:European eBusiness Executives Take A Cautious Approach To Daily Deals

Brand And Margin Protection Inhibit Adoption, But Other Approaches Are Emerging

Skepticism is the watchword across Europe as eBusiness executives consider engaging with daily deals sites such as Groupon and Living Social. Concerns about brand damage and sales cannibalization are...

• Downloads: 157