For Business Process & Applications Professionals

Trends In Data Quality  (582 KB PPT)

by Rob Karel, October 23, 2009

This set of data charts will examine key trends in data quality gleaned from Forrester's August 2009 Global Master Data Management/Data Quality Online Survey.

For Business Process & Applications Professionals

To Invest Wisely, Know The Business Value Of Diverse CRM Solutions

by William Band, September 30, 2009

To help customer relationship management (CRM) professionals make smart decisions and navigate the complex CRM technology landscape, Forrester surveyed 286 companies. The goal was to determine the business value-add adjusted for uncertainty of 19 types . . .

For Business Process & Applications Professionals

TechRadar™ For BP&A Professionals: The Extended CRM Application Ecosystem, Q3 2009

Social Applications Stimulate Innovation But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine

by William Band, July 9, 2009

Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the complex customer relationship management (CRM) technology . . .

For Technology Sales Enablement Professionals

Hot Insurance Tech Companies To Watch In 2009: Q2 Update

by Ellen Carney, June 29, 2009

The past year has tested the mettle of the insurance industry. Insurers like The Hartford Financial Services Group and Lincoln National Group converted to bank holding companies to take advantage of Troubled Asset Relief Program (TARP) funds. The downturn . . .

For Enterprise Architecture Professionals

EA Must Guide Master Data Management Initiatives Through Information Architecture

by Gene Leganza, June 22, 2009

Master data management (MDM) can be used as a strategic means to deliver a trusted view of critical data throughout the enterprise. However, MDM has not yet matured as a business capability, and there is still a great deal of market confusion regarding . . .

For Business Process & Applications Professionals

Inquiry Spotlight: Master Data Management, Q1 2009

by Rob Karel, March 23, 2009

Information and knowledge management (I&KM) professionals continue to investigate master data management (MDM) as a strategic means to deliver a trusted view of critical data throughout the enterprise. Unfortunately, MDM remains an immature business . . .

For Marketing Leadership Professionals

What's Your Web Data Integration Strategy?

Marketing Data Reveals Better Insight With Integration

by John Lovett, February 19, 2009

Customer data is perpetually amassing for marketers with each new campaign, Web site visit, and email delivered, thus creating unprecedented stores of Web data. This information is often siloed within disparate applications providing shallow customer . . .

For Marketing Leadership Professionals

Q&A: Five Web Analytics Answers Direct Marketers Must Know

by Megan Burns, Suresh Vittal, October 14, 2008

Web analytics data is one of the few pieces of customer data that direct marketers have not yet integrated into their customer databases. This is a missed opportunity for most direct marketers: Web analytics data helps marketers deepen their understanding . . .

For Business Process & Applications Professionals

The Forrester Wave™: Customer Hubs, Q3 2008

Siperian, Initiate Systems, IBM, D&B Purisma, And Oracle UCM Widen The Functionality Gap

by R "Ray" Wang, August 4, 2008

In Forrester's 149-criteria evaluation of customer hubs vendors, we found that Siperian, Initiate Systems, IBM, Dun & Bradstreet (D&B) Purisma, and Oracle UCM led the pack because of their broad support for multiple industries, number of successful . . .

For Business Process & Applications Professionals

Building The Business Case For Master Data Management

MDM Projects Should Start By Aligning With Key Business Drivers

by Rob Karel, R "Ray" Wang, May 30, 2008

Most information and knowledge management (I&KM) professionals today understand the value that a master data management (MDM) strategy could bring to their organizations. But many often fail to secure the necessary prioritization, resources, and funding . . .

For Interactive Marketing Professionals

How To Measure The Value Of An Email Address

by Julie M. Katz, May 16, 2008

Few marketers calculate the value of their email subscribers because they think it's too difficult. But understanding the value that email subscribers bring can help justify acquisition costs and build stronger customer relationships. Forrester's three-step . . .

For Application Development & Program Management Professionals

Using CEP To Improve Customer Service

A Case Study Of A European Mobile Telecommunications Company

by Charles Brett, May 14, 2008

Telecommunications companies confront a high volume of inbound calls that deal with many different topics and problems. It is important for these companies to have valuable interactions with their customers as quickly as possible, whether they are solving . . .

For Business Process & Applications Professionals

Topic Overview: Customer Relationship Management 2008

by William Band, March 25, 2008

Forrester's customer relationship management (CRM) research helps CRM professionals embrace best practices — from process optimization to technology implementation — to improve the customer experience and drive top-line growth. Our research spans marketing, . . .

For Business Process & Applications Professionals

Customer Data Management Best Practices Adoption

by William Band, January 10, 2008

We surveyed 55 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 12 customer data management best practices. We found that adopting customer data management best practices is a challenge for . . .

For Business Process & Applications Professionals

Customer Analytics Best Practices Adoption

by William Band, January 10, 2008

We surveyed 55 business and technology decision-makers and influencers to discover their strengths and weaknesses compared to 12 customer analytics best practices capabilities. We found that adopting customer analytics practices is a major challenge for . . .

For Business Process & Applications Professionals

D&B's Acquisition Of Purisma Signals Market Shift

Trusted Data Source Vendor Commits To Delivering CDI Technology

by R "Ray" Wang, November 21, 2007

On November 5, 2007, Short Hills, NJ-based Dun & Bradstreet (D&B) revealed its $48 million acquisition of Purisma, a Redwood City, Calif., provider of customer hub solutions. Until now, the majority of D&B's expertise had been applied to the . . .

For Marketing Leadership Professionals

Case Study: CA's New Customer Data Management Closes The Marketing Loop

by Laura Ramos, September 26, 2007

CA revitalized its customer data management as part of its journey to become a marketing-driven firm. Marketing leadership professionals can learn measurement best practices from CA, including how to use rich customer data to make more dynamic marketing . . .

For Marketing Leadership Professionals

Best Practices: Socializing The Customer Database

How Leading Firms Leverage Customer Insight Across The Business

by Dave Frankland, July 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 the technology infrastructure required to create a . . .

For Marketing Leadership Professionals

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

by Dave Frankland, July 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 activity. Harrah's successfully leverages the rich insights . . .

For Marketing Leadership Professionals

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

by Dave Frankland, July 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 statisticians taking requests to a team that the president . . .

How Technology Enables Inbound Marketing

Evaluate Interaction Management To Optimize Real-Time Recommendations

by Suresh Vittal, January 9, 2007

Most firms use or plan to use inbound customer interactions as an opportunity to cross-sell and upsell their products and services. Inbound channels are attractive to marketers — there's no clutter to cut through. But, marketers that use these channels . . .

For Business Process & Applications Professionals

Oracle Is A Strong Performer In Customer Hubs

The Forrester Wave™ Vendor Summary, Q4 2006

by R "Ray" Wang, December 22, 2006

Oracle's success as a customer hub stems from a strong B2B installed base and tight D&B integration. International support, localization capabilities, hierarchy management, and 30 supported languages appeal to global manufacturers and high-tech companies. . . .

For Business Process & Applications Professionals

Initiate Systems Achieves Leadership In Customer Hubs

The Forrester Wave™ Vendor Summary, Q4 2006

by R "Ray" Wang, December 22, 2006

Cross-reference-registry-style Leader Initiate Systems enters the market with Version 7 marking one step closer to a harmonized reference approach. Customers gain the option to federate data, and improved hierarchy management now supports complex B2B . . .

For Business Process & Applications Professionals

IBM Emerges As The Customer Hub Leader

The Forrester Wave™ Vendor Summary, Q4 2006

by R "Ray" Wang, December 22, 2006

WebSphere Customer Center epitomizes the customer hub and ranks as a Leader in the Q4 2006 Forrester Wave evaluation of customer hubs. IBM leads or is among the top three for most current offering categories. In addition, Forrester believes that IBM executes . . .

For Business Process & Applications Professionals

The Forrester Wave™: Customer Hubs, Q4 2006

IBM, Siperian, Initiate, And Oracle-Siebel Emerge As New Leaders In A Hot Market

by R "Ray" Wang, December 22, 2006

Forrester evaluated leading customer hub vendors across 134 criteria in a demo-based product evaluation and found that IBM's WebSphere Customer Center and Siperian's Hub established dominant customer hub leadership — thanks to their best-in-class . . .