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Andy Hoar

Senior Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Blog: eBusiness & Channel Strategy Blog

Andy serves eBusiness & Channel Strategy Professionals. He focuses primarily on B2B and B2B2C eCommerce, as well as issues related to enabling channel partner businesses for manufacturers. Andy's current research areas include multichannel retailing, mobile couponing, affiliate marketing, and enabling manufacturers to sell online.

Previous Work Experience

Prior to joining Forrester, Andy spent 11 years in product and marketing leadership roles within Silicon Valley. In that time, he developed Yahoo's Web2Store local shopping initiative, co-founded an eCommerce company, and helped create several award-winning products in the consumer Internet and mobile software spaces. Before moving to Silicon Valley, Andy spent four years in Washington, D.C., as a research analyst for an economic consulting firm.

Andy has been quoted in various media outlets including The Wall Street Journal, Internet Retailer, Direct Marketing News, American Banker, and CNBC.

Education

Andy is a summa cum laude graduate in economics from the University of Dayton and holds an M.P.A. from Harvard University and an M.S. in integrated marketing from Northwestern University.

Research Coverage:

B2C eCommerce, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Emerging Methods, Innovation Networks, Mobile Channel for Consumers, Multichannel Customer Experience, Online Marketing Technology, Online Shopping, eCommerce Adoption, eCommerce Platforms & Technologies

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5 results in Reports

Harley Manning

For Customer Experience Professionals
Report:Best Practices For Launching Site Redesigns
Harley ManningJune 23, 2010
When companies redesign sites, users' aversion to change results in problems like spikes in call center traffic and social media backlash. That's because changes in site design force users to learn...
- Downloads: 1318
- Rating:
For Customer Experience Professionals
Report:Customer Experience Maturity Assessment
Assessment: The Experience-Driven Organization Playbook
Harley ManningJune 18, 2012
Forrester's customer experience maturity framework outlines the 40 essential practices companies must perform in order to design, implement, and manage customer experience in a disciplined way....
- Downloads: 747
- Comments: 3
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For Customer Experience Professionals
Report:What's The Right Customer Experience Strategy?
Strategic Plan: The Customer Experience Ecosystem Playbook
Harley Manning, Paul HagenSeptember 28, 2010
Most companies lack a customer experience strategy. As a result, their leaders struggle with decisions about funding and prioritizing projects meant to improve customer experience at the enterprise...
- Downloads: 2519
For Customer Experience Professionals
Report:People Who Transform An Experience-Driven Organization
Stakeholder Map: The Experience-Driven Organization Playbook
Harley ManningMay 04, 2012
This stakeholder map is designed to help customer experience professionals plan and coordinate activities across roles and functions as well as clarify the responsibilities of participants in the...
- Downloads: 515
- Rating:
For Customer Experience Professionals
Report:Transform To An Experience-Driven Organization
Executive Overview: The Experience-Driven Organization Playbook
Harley ManningMay 07, 2012
Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create those...
- Downloads: 868
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Andy Hoar

Senior Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Research Coverage:

Refine your results

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Topics

Vendor

For Customer Experience Professionals

Report:Best Practices For Launching Site Redesigns

For Customer Experience Professionals

Report:Customer Experience Maturity Assessment

For Customer Experience Professionals

Report:What's The Right Customer Experience Strategy?

For Customer Experience Professionals

Report:People Who Transform An Experience-Driven Organization

For Customer Experience Professionals

Report:Transform To An Experience-Driven Organization

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