Forrester

For Customer Insights Professionals

Tool:Evaluated Vendors: MSP Information And Selection Criteria

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: 402

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

Report:How CI Professionals Can Assess Their Firms' Intelligent Enterprise Progress

Forrester's research shows that firms that seek to place the customer at the core of their operations closely align their market insights and Customer Intelligence functions under a strategic leader....

• Downloads: 151
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For Customer Insights Professionals

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

For Customer Insights Professionals

Tool:Satisfaction Is People-Driven

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

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

Tool:Reference Customers Are High Net Promoters

For Customer Insights Professionals

Tool:B2B Firms Favor Functional Intelligence

For Customer Insights Professionals

Blog:A Week In The Life Of An Analyst

In my job prior to Forrester, my responsibilities included a fair amount of analyst relations, and I had pretty solid relationships with analysts at different firms. As such, I felt I had a...

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:Sometimes, The Elephant In The Room Is Meant To Be There!

After we packed up the kids and drove three hours to Disney World in Orlando, I sat up until almost 2 o'clock this morning reading the media coverage about Disney's soon-to-be-launched...

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

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:MSPs Generally Deliver What They Say They Will

For Customer Insights Professionals

Report:CI's Imperative In The Age Of The Customer: Drive Business Success

To thrive in the age of the customer, companies must become customer-obsessed. Why? Because empowered consumers quickly eat away at traditional areas of competitive advantage — manufacturing...

• Downloads: 266

For Customer Insights Professionals

Blog:Where Can You Go For Preference Management Support?

In recent inquiries and in one-on-one meetings at our Consumer Forum last week, I’ve had several discussions about the preference management landscape. We’ve written about the trend, but...

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

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,...

For Customer Insights Professionals

Report:Preparing For The Intelligent Enterprise: A Blueprint For Customer Intelligence Professionals

Why Market Insights + Customer Intelligence = Competitive Advantage

Despite an abundance of customer-related data, most companies still struggle to understand their customers — lacking the culture, process, technology, data, measurement framework, and business...

• Downloads: 863

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

Tool:Marketers Favor Lengthy Relationships

For Customer Insights Professionals

Client Inquiry:Database Providers In The UK

How big is the UK market for database providers, and how many database providers do you estimate are in that market?