Forrester

For Customer Insights Professionals

Report:Mastering New Marketing Automation Approaches

Tools And Technology: The Cross-Channel Campaign Management Playbook

The age of the customer ties success to firms' ability to know and serve their customers. Campaigns provide an instrument to drive customer behavior, but traditional campaign approaches can't keep up...

• Downloads: 457
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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

Report:Ten Steps To Successful Social Intelligence Measurement

Performance Management: The Social Intelligence Playbook

Social media — with its seemingly nebulous returns, such as "engagement" and "advocacy" — often baffles customer intelligence (CI) professionals trying to measure and optimize their...

• Downloads: 450
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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: 485

For Customer Insights Professionals

Report:CI Professionals: Plan For The Future Of Cross-Channel Marketing

The online marketing suite supports many of the priorities that customer insights (CI) professionals hold dear: customer centricity, cost efficiency, measurement, and marketing relevance. But...

• Downloads: 866
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For Customer Insights Professionals

Report:Revisiting The Enterprise Marketing Software Landscape

Consolidation And Growth Drive A Dynamic Software Marketplace

Marketing today is impossible without significant investments in technology. When Forrester first charted the landscape of marketing technologies in 2007, we found that marketers were investing in...

• Downloads: 901
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For Customer Insights Professionals

Report:How Listening Services Support Social Intelligence

Customer Intelligence professionals know the power of deriving marketing insight from social media data. But knowing is only half the battle. Not all Customer Intelligence teams come equipped with...

• Downloads: 696

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:The Enterprise Listening Platform Landscape

Tools And Technology: The Social Intelligence Playbook

With the incessant growth of social networks, more and more businesses turn to listening platforms — technology and services vendors that help companies manage, learn from, and measure social...

• Downloads: 783
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For Customer Insights Professionals

Report:Cross-Channel Attribution Puts The Science In Marketing Measurement

Executive Overview: The Cross-Channel Attribution Playbook

Traditional campaign measurement focuses on simple, one-sided metrics, often giving credit to the last interaction an organization had with a customer and delivering an incomplete view of marketing...

• Downloads: 342
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For Customer Insights Professionals

Report:CI Teams: Blocking And Tackling Is Not Enough

Integrating Customer Data Is Vital, But It's Not The End Goal

We recently surveyed 137 Customer Intelligence (CI) professionals about their use of analytical applications and priorities. Users are investing in solutions that transform insight into action, but a...

• Downloads: 321

For Customer Insights Professionals

Report:Customer Engagement Agency Progress Reflects Industry Maturity

During our recent customer engagement agency (CEA) Forrester Wave™, we surveyed more than 100 CEA clients to understand their choice of vendors and the quality of the relationships. We found...

• Downloads: 133

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 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: 505
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For Customer Insights Professionals

Report:How Personal Identity Management Will Change Social Marketing Relationships

Marketers Must Exchange Value For Customers' Social Data

Through social interactions on channels such as Facebook, Twitter, and blogs, consumers are creating a massive amount of data. Customer Intelligence (CI) professionals want this data and are now...

• Downloads: 386

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: 2721
• Comments: 1
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For Customer Insights Professionals

Report:Two Approaches For Socializing Your Loyalty Program

Direct Integration With Social Channels Creates The Richest Engagement And Data Opportunities

Across the globe, more and more consumers are interacting socially than ever before. When it comes to loyalty, social channels provide an opportunity for brands to engage with members beyond the...

• Downloads: 128

For Customer Insights Professionals

Report:How To Make Social Media Data Actionable

Processes: The Social Intelligence Playbook

Social media provides customer intelligence (CI) professionals with a wealth of customer data. But every piece of valuable insight is surrounded by noise. Cutting through that noise and getting to...

• Downloads: 2056

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: 1032

For Customer Insights Professionals

Report:The Forrester Wave™: Listening Platforms, Q3 2010

Converseon, Nielsen, And Radian6 Lead A Fragmented Market

During the past year, listening platforms continued their evolution beyond basic brand monitoring tools into integral technologies that inform a variety of marketing and business functions like...

• Downloads: 2353
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For Customer Insights Professionals

Report:Tackle Behavioral Targeting To Modernize Customer Interactions

Benchmarks: The Cross-Channel Campaign Management Playbook

For the recent Forrester Wave™ evaluation of cross-channel campaign management (CCCM), we surveyed 130 customers about their vendors. We found that users were generally satisfied with the...

• Downloads: 634
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For Customer Insights Professionals

Tool:Improving Customer Experience Is Top Of Mind For CI Professionals

For Customer Insights Professionals

Report:Combining Survey Research And Behavioral Tracking Creates Deeper Insights

Insights And Lessons Learned From Forrester's Social Media Behavioral Tracking Study

When it comes to gaining quantitative consumer intelligence, market insights professionals can use a wide array of methodologies — including behavioral. Many market insights professionals...

• Downloads: 408
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For Customer Insights Professionals

Report:Making Sense Of A Chaotic CI Services Landscape

What CI Professionals Need To Know When Evaluating Their Needs And Vendors

As Customer Intelligence (CI) becomes the nerve center of the organization, the number of vendors touting CI services as part of their offerings is growing. Vendors, from database marketing service...

• Downloads: 411

For Customer Insights Professionals

Report:Revisiting The Online Marketing Suite

After several years of relative obscurity and false starts, the online marketing suite is poised to gain steam as marketers focus on resolving multichannel complexity and as vendors seek out new...

• Downloads: 1146