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Dave Frankland

Vice President, Research Director serving Customer Insights PROFESSIONALS

Dave serves Customer Insights (CI) Professionals. He leads a research team that focuses on helping companies better leverage customer knowledge to improve marketing performance and business strategy. Dave's team delves deeply into the dynamics of CI and specializes in areas such as CI technology and services, web intelligence, social intelligence, marketing and customer analytics, measurement and attribution, and customer loyalty.

Dave has written about CI and marketing service providers, as well as the organizational and business impact of CI. In addition to his research, Dave posts his thoughts and opinions on Twitter (@dfrankland) and on his blog (http://blogs.forrester.com/dave_frankland).

Previous Work Experience

Prior to joining Forrester, Dave was vice president of corporate communications at DoubleClick, where he managed internal and external communications. While at DoubleClick, he managed enterprise communications, as well as for the company's digital marketing, email marketing, Abacus, and enterprise marketing solutions business units. Prior to DoubleClick, Dave was a director at strategic communications consultancy Niehaus Ryan Wong. Dave began his career working in Hill & Knowlton's London and New York offices.


Education

Dave holds a B.A. from the National University of Ireland, Galway, a master's in peace studies from Trinity College, Dublin, and a master's in public relations from the University of Stirling, Scotland.

Research Coverage:

Accenture, Advertising Agencies, Customer Analytics, Customer Intelligence Strategy and Process, Database Marketing, Database Marketing Service Providers, Direct Marketing, Loyalty Marketing

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Industry

21 results in Reports

  • Dave Frankland
  • Marketing Automation
  • Customer Insights

  • For Customer Insights Professionals

    Report:The Intelligent Approach To Customer Intelligence

    A Framework For Turning Customer Data Into Smart Business Strategy

    Dave FranklandOctober 16, 2009

    Marketers who measure the impact of their Customer Intelligence (CI) say that it not only boosts campaign-specific metrics but also improves customer acquisition, retention, and satisfaction, as well...

    • Downloads: 1842

  • For Customer Insights Professionals

    Report:Customer Intelligence Trends To Watch In 2011

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

    Dave Frankland, Fatemeh Khatibloo, Joe Stanhope, Zach Hofer-ShallNovember 04, 2010

    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

    Report:The Forrester Wave™: Database Marketing Service Providers, Q4 2007

    Merkle, Targetbase, KnowledgeBase, Allant, And Epsilon Are Enterprise Leaders

    Dave FranklandNovember 02, 2007

    Forrester evaluated 12 leading database marketing service providers across 143 criteria. Our analysis identifies Merkle, Targetbase, KnowledgeBase Marketing, The Allant Group, and Epsilon as Leaders...

    • Downloads: 1245

  • For Customer Insights Professionals

    Report:Best Practices: Socializing The Customer Database

    How Leading Firms Leverage Customer Insight Across The Business

    Dave FranklandJuly 23, 2007

    Marketing leaders working to drive customer centricity within their firms recognize that left-brained, quantitative skills are crucial for success. These marketing execs often spend millions building...

    • Downloads: 818

  • For Customer Insights Professionals

    Report:The Direct Marketing Services Ecosystem

    Dave FranklandMay 16, 2007

    Most marketers who outsource tasks to support their direct marketing efforts work with several service providers. Unfortunately for marketers, there are a multitude of vendor options across many...

    • Downloads: 933

  • For Customer Insights Professionals

    Report:The Customer Contact Strategy Self-Test

    Dave FranklandNovember 04, 2008

    Successful customer contact strategies involve five major components: culture, technology, analytics, business process, and measurement. To gauge how well firms are positioned to establish an...

    • Downloads: 560

  • For Customer Insights Professionals

    Report:How Firms Use Database Marketing Services

    Dave FranklandFebruary 15, 2007

    We interviewed 198 marketers about how they outsource 10 related database marketing services. Bottom line: Direct marketers are hungry for outsourcing services. They turn to service providers for...

    • Downloads: 265

  • For Customer Insights Professionals

    Report:Case Study: Harrah's Entertainment Nurtures a Customer Insights Culture

    Dave FranklandJuly 23, 2007

    Harrah's Entertainment's customer insight team tracks almost 80% of its revenue on a "Total Rewards" card, the firm's customer loyalty program, giving the company amazing insight into its customer...

    • Downloads: 372

  • For Customer Insights Professionals

    Report:Acxiom Is The Technology Powerhouse Of Database Marketing Service Providers

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    In the two years since we last evaluated database marketing service providers, Acxiom has made significant additions to its strategy and analytics capabilities, and has developed a promising...

    • Downloads: 290

  • For Customer Insights Professionals

    Report:KnowledgeBase Marketing Advances With Integrated Strategy And Analytics

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    In the two years since we last evaluated database marketing service providers, Knowlegebase Marketing (KBM) has continued its analytic and strategic approach to service delivery and, through the...

    • Downloads: 237

  • For Customer Insights Professionals

    Report:Case Study: 1-800-FLOWERS.COM Turns Customer Knowledge Into A Corporate Asset

    Dave FranklandJuly 13, 2007

    1-800-FLOWERS.COM uses insight derived by its customer knowledge group in many ways across its business. But that wasn't always the case. In the past five years, the group has grown from a couple of...

    • Downloads: 248

  • For Customer Insights Professionals

    Report:Merkle Raises The Bar For Enterprise Database Marketing Service Providers

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    In the two years since we last evaluated database marketing service providers, Merkle has completed its transition to a leading analytically driven integrated services provider. The company has...

    • Downloads: 238

  • For Customer Insights Professionals

    Report:Epsilon Delivers A Potent Database Marketing Service

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    In the two years since we last evaluated database marketing service providers, Epsilon has completed several acquisitions, adding interactive, data, and agency capabilities to its arsenal. Its...

    • Downloads: 216

  • For Customer Insights Professionals

    Report:Experian Marketing Services Offers Scalable Databases And A Broad Range Of Services

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    In the two years since we last evaluated database marketing service providers, Experian Marketing Services has invested to improve its service delivery, enhance its strategic and proactive advice,...

    • Downloads: 224

  • For Customer Insights Professionals

    Report:Targetbase Delivers A Grand Slam Of Integrated Strategy, Analytics, Technology, And Creative

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    Two years ago when we last evaluated database marketing service providers, we described Targetbase's agency-style approach as "the future of the industry." Its highly integrated strategic and...

    • Downloads: 163

  • For Customer Insights Professionals

    Report:Harte-Hanks Excels As A Midmarket Database Marketing Service Provider

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    Although Harte-Hanks offers enterprise-level custom database solutions, much of its recent focus and success stems from its midmarket accounts. The company offers several midmarket packaged solutions...

    • Downloads: 175

  • For Customer Insights Professionals

    Report:Equifax Shines As An Integrated Midmarket Database Marketing Service Provider

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    Equifax Database Services (Equifax DBS) offers flexible, pragmatic, and integrated solutions best suited for midmarket opportunities. Primarily focused on financial services, media, retail, and...

    • Downloads: 170

  • For Customer Insights Professionals

    Report:Fair Isaac Needs To Integrate Analytics To Shake Off Its Service Bureau Legacy

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    Fair Isaac offers a range of services and technologies for enterprise clients, but most of its database clients have service bureau relationships for data processing and database management. Its...

    • Downloads: 152

  • For Customer Insights Professionals

    Report:InfoUSA Suits Midmarket Retailers And B2B Firms Best

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    In the two years since we last evaluated database marketing service providers, infoUSA has invested in enhancing its technology and service delivery. There are signs of the investment starting to pay...

    • Downloads: 129

  • For Customer Insights Professionals

    Report:Advanced Analytical And Strategic Services Propel The Allant Group Forward

    The Forrester Wave™ Vendor Summary, Q4 2007

    Dave FranklandNovember 02, 2007

    In the two years since we last evaluated database marketing service providers, The Allant Group has honed its delivery of analytically and strategically led database engagements. Allant targets...

    • Downloads: 124

  • For Customer Insights Professionals

    Report:Epsilon Buys Abacus: Good Fit, Bad Timing

    Epsilon Gains Retail Capability But Will Struggle With Overlapping Business Units

    Dave FranklandJanuary 04, 2007

    Acquisition-hungry, Alliance Data Systems' Epsilon business makes its fifth buy in 15 months with Abacus, DoubleClick's data and analytics business. The $435 million cash deal brings Epsilon some...

    • Downloads: 42
 
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