Forrester

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: 328

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: 282
• Comments: 1

For Customer Insights Professionals

Tool:The Forrester Wave™: Database Marketing Service Providers, Q1 2011

For Customer Insights Professionals

Report:Customer Intelligence Trends To Watch In 2011

CI Professionals Are Fighting Wars On Multiple Fronts In Order To Evolve

As Customer Intelligence (CI) matures, CI professionals must adapt how they capture, integrate and manage, analyze, and apply knowledge about their customers. As we look ahead to 2011, we expect CI...

• Downloads: 1460

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

Tool:Evaluated Vendors: MSP Information And Selection Criteria

For Customer Insights Professionals

Tool:Satisfaction Is People-Driven

For Customer Insights Professionals

Report:The Forrester Wave™: US Database Marketing Service Providers, Q1 2011

Epsilon, KBM Group, And Targetbase Lead A Strong Chasing Pack

In Forrester's 90-criteria evaluation of US database marketing service providers (MSPs), we found that Epsilon, KBM Group, and Targetbase led the pack because of their analytical and strategic...

• Downloads: 1408

For Customer Insights Professionals

Tool:MSPs Generally Deliver What They Say They Will

For Customer Insights Professionals

Blog:Updating the Database Marketing Service Provider Wave

Since Forrester last published a Wave of Database Marketing Service Providers (MSPs), the landscape and the market have changed significantly. How? Consolidation of major players. For example 2...

For Customer Insights Professionals

Report:Case Study: FreshDirect Drives Business Success Through Customer Intelligence

FreshDirect, an online grocer based in New York City, evolved from a loss-making company to a high-growth, profitable business. How? The company captures a wide array of customer data and applies it...

• Downloads: 360

For Customer Insights Professionals

Tool:Sample Job Description For The Customer Strategist

For Customer Insights Professionals

Report:The State Of Customer Intelligence In B2B Firms

B2B Firms Leave Marketing Value On The Table

Although both B2B firms and B2C firms leverage Customer Intelligence (CI), they don't capture, manage, analyze, and apply data in the same way. Looking at data from our Q2 2009 Global Customer...

• Downloads: 313
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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

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

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: 403

For Customer Insights Professionals

Tool:Reference Customers Are High Net Promoters

For Customer Insights Professionals

Blog:CI Team Changes

As we kick off 2013 in earnest, I wanted to take the opportunity to update you on several changes to the CI team at Forrester. As many of you know, we’ve seen tremendous growth over the past...

For Customer Insights Professionals

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

For Customer Insights Professionals

Report:Design A Social Intelligence Function

Organization: The Social Intelligence Playbook

Finding and acting on insights gleaned from online and social discussions requires the right combination of a clear objective, business planning, technology, and, most importantly, people to do the...

• Downloads: 576

For Customer Insights Professionals

Tool:B2B Firms Favor Functional Intelligence

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:Marketing And Technology — Oil And Water No More!

An article in yesterday’s Ad Age led with a fascinating premise — that investments in technology and innovation may provide future breakthrough for Wal-Mart. That’s Wal-Mart....

For Customer Insights Professionals

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

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,...