Forrester

For eBusiness & Channel Strategy Professionals

Report:Mobile Channel Strategy: An Overview

How eBusiness Leaders Should Approach Mobile As A Sales And Service Channel

Across the globe, the mobile channel is growing at a rapid rate. eBusiness and channel strategy leaders at B2B and B2C firms are at the forefront: 94% of eBusiness managers we surveyed are either...

• Downloads: 2165

For eBusiness & Channel Strategy Professionals

Report:Why Americans Research Financial Products Online But Buy Through Other Channels

Channel Switching Is Driven Largely By Security And Support Issues

Many US customers use multiple channels when buying financial services products, crossing channels during their path to purchase. Among online adults, 41% of financial product applicants research...

• Downloads: 1014

For eBusiness & Channel Strategy Professionals

Report:The State Of Mobile Investing

Mobile is the hot channel these days. A number of investment firms have developed mobile apps, and many offer dedicated mobile Web sites. Consumer adoption is ticking up: Today, 11% of investors are...

• Downloads: 950
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For eBusiness & Channel Strategy Professionals

Report:Case Study: Citibank's Tablet App Transforms The Digital Banking Experience

Advanced PFM Goes Beyond The Firm's Existing Website Offering, And The eBusiness Team Applies The Lessons To The Website

In July 2011, Citibank officially launched its first ever tablet banking app, but the true breakthrough took place five months earlier, when eBusiness leaders at the bank began the process of...

• Downloads: 1046

For eBusiness & Channel Strategy Professionals

Report:2012 US Mobile Banking Functionality Rankings

Forrester Evaluates The Top Four Banking Providers' Client-Facing Mobile Offerings

Mobile banking adoption is growing at a rapid rate, and banking providers continue to invest more and more resources in their mobile services. We applied our Mobile Banking Functionality Benchmark...

• Downloads: 997
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Report:How eBusiness Executives At Financial Services Firms Are Successfully Using Twitter

Forrester Identifies Five Attributes Of Valuable Client Interactions Via Twitter

Forrester measured the Twitter activity of 30 North American financial services firms. We found that successful financial services brands on Twitter are proactive, multichannel, conversational,...

• Downloads: 951

For eBusiness & Channel Strategy Professionals

Report:The US Auto Insurance Buyer's Journey

The Web Is Critical To Research, But Many Shoppers Cross Channels To Apply

Four in five US adults own auto insurance, and more than one in four applies for a new policy each year. We used Forrester's Technographics® data to analyze how millions of US adults research,...

• Downloads: 845

For eBusiness & Channel Strategy Professionals

Report:The US Life Insurance Buyer's Journey

Most Buyers Research On The Web Or In Person; Few Apply Online

Half of US adults own life insurance, and roughly 25 million apply for a new policy each year. The Web has recently overtaken agents as the most commonly used channel among US life insurance...

• Downloads: 873

For eBusiness & Channel Strategy Professionals

Report:The State Of US Small Business Banking

Nearly Two-Thirds Of Small Businesses Use The Web For Financial Transactions

There are more than 25 million small businesses — firms with fewer than 500 employees — in the US, and more than one in 10 US online consumers is a small business owner. The recession has...

• Downloads: 675

For eBusiness & Channel Strategy Professionals

Report:Case Study: American Express OPEN Capitalizes On Small Businesses' Craving For Community

OPEN Forum, A Branded Website, Grew Out Of Offline Networking Events

Small business owners are hungry to talk to their peers about shared needs, topics, and solutions. American Express OPEN — the small-business arm of American Express — recognized this...

• Downloads: 726

For eBusiness & Channel Strategy Professionals

Report:Getting The Online Auto Insurance Word Out

Auto Insurance Purchasers Frequently Do Not Know About Online Applications

The number of US online consumers applying for auto insurance over the Internet has more than tripled in the past five years. With such staggering growth, auto insurance eBusiness managers must...

• Downloads: 582

For eBusiness & Channel Strategy Professionals

Report:Getting More Financial Services Shoppers To Apply Online

Many North Americans Have Not Applied Online But Would Consider Doing So

eBusiness professionals at financial firms must understand not only who is already buying financial products on the Web but also who is the most likely to do so in the future. Forrester identified...

• Downloads: 549

For eBusiness & Channel Strategy Professionals

Report:What US Mass-Affluent Investors Want From Their Investment Firms' Web Sites

Account And Portfolio Data Remain Most Important

Mass-affluent investors represent one-third of all US households and control about the same proportion of retail investment assets. Four in five online mass-affluent investors have visited their...

• Downloads: 646
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For eBusiness & Channel Strategy Professionals

Report:What US Affluent Investors Want From Their Investment Firms' Web Sites

Account Data Is Most Important, With Vanguard Rated Highest For Quality

More than three-quarters of all US online affluent investors use their investment firms' Web sites, up from two-thirds in 2005. What site features do they value most? Balances and holdings are by far...

• Downloads: 600

For eBusiness & Channel Strategy Professionals

Report:How Canadian Insurance Customers Use Different Channels

Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

• Downloads: 545

For eBusiness & Channel Strategy Professionals

Report:The Social Technographics® Of US Online Bankers

As consumer adoption of social media rises and alters the relationship between companies and consumers, eBusiness professionals at banks must understand how their online customers use and interact...

• Downloads: 429

For eBusiness & Channel Strategy Professionals

Report:US Millionaires Use Multiple Channels To Interact With Their Financial Advisors

Satisfaction Rises With Range Of Channels Used — Not Just Contact Frequency

Four in five US millionaires have financial advisors, and they use a variety of channels to communicate with them: three or more, on average, in the past year. Phone and in-person are the most widely...

• Downloads: 530

For eBusiness & Channel Strategy Professionals

Report:2011 US Bank Secure Website Rankings

Marked Improvements Across All Firms, With Wells Fargo Leading

Forrester conducted our annual evaluation of the secure online banking websites of the six largest US banks — Bank of America, Chase, Citibank, PNC Bank, U.S. Bank, and Wells Fargo —...

• Downloads: 522

For eBusiness & Channel Strategy Professionals

Report:How US Bank Customers Use ATMs

ATMs are an important but often neglected channel. Eighty-five percent of US bank customers use ATMs, and one in three uses one at least weekly. Today's consumers use ATMs to make deposits, check...

• Downloads: 565

For eBusiness & Channel Strategy Professionals

Report:How US Consumers Research Retirement

Many Sources Are Used, But Financial Advisors Are Considered Most Helpful

Less than half of US online adults have done retirement research. Consumers who are worried about having enough money to retire are less likely to have done research; investors and older consumers...

• Downloads: 457

For eBusiness & Channel Strategy Professionals

Report:How US Online Investors Rate Their Firms On Retirement Planning

Edward Jones, Independent Advisors, And Vanguard Rank Highest

More than half of all US investors are worried that they won't have enough money to retire comfortably. When we ask clients to rate investment firms' ability to prepare them for retirement, Edward...

• Downloads: 488

For eBusiness & Channel Strategy Professionals

Report:Three Ways Online Security Affects North Americans' Financial Behavior

How Secure Consumers Feel Online Affects What They're Willing To Do

For the past five years, Forrester has tracked the degree of security consumers feel when using financial information on the Internet. By analyzing these trends and our most recent survey data, we...

• Downloads: 409

For eBusiness & Channel Strategy Professionals

Report:What Makes Credit Union Customers Different?

Greater Loyalty, More Trust, And Higher Interest In Product Purchase

US credit unions currently serve more than 90 million members and control 18% of the US checking account market. Credit union customers tend to own more financial products and are more likely to...

• Downloads: 447

For eBusiness & Channel Strategy Professionals

Report:In The US, Few Use Financial Comparison Sites

More than 9 million US adults have used a comparison Web site to research a financial product, and one-third of US online financial researchers say they trust product comparison sites. US online...

• Downloads: 364

For eBusiness & Channel Strategy Professionals

Report:eBusiness Leaders Should Use The Web To Target Small Businesses Shopping For Financial Products

One-Third Of Small Business Owners Research Financial Services Products Online

Three in four small business owners have used the Internet for at least one banking activity in the past year. But which channels do owners use to shop for the financial products they use for their...

• Downloads: 413