For eBusiness & Channel Strategy Professionals

Case Study: Qwest Connects With Customers Through eBills And ePayments

Biller Survey Shows Stronger Relationships Result From Viewing And Paying Online

by Emmett Higdon, November 3, 2009

Through an extensive billing and payment study of its residential customers, telecommunications provider Qwest Communications found that those customers who received their bills online and paid electronically had up to 25% less attrition and were up to . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Insurance Channel Preferences  (608 KB PPT)

by Jacqueline Anderson, October 19, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics® Investments And Insurance Online Survey, Q3 2009 (US).This deck covers channel preferences for researching and buying insurance, policy payments, and customer . . .

For eBusiness & Channel Strategy Professionals

US Online Bill Payment Forecast: 2009 To 2014

Still Solving Old Problems, Banks Miss New Opportunities

by Emmett Higdon, October 19, 2009

Forrester predicts that online bill pay adoption will grow slowly but steadily over the next five years. That will raise the total number of US online bill payment households from 48 million to 66 million by 2014. Much of this growth depends on new Gen . . .

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 eBusiness & Channel Strategy Professionals

How US Credit Card Customers Use And Rate Issuers' Secure Sites

Customers Do Little More Than View And Pay Their Bills Online

by Emmett Higdon, Peter Wannemacher, July 30, 2009

There are more than 175 million credit card owners in the US, 85% of whom go online at least monthly. Overall, 73% of cardholders have used at least one feature on their provider's Web site in the past year, with younger cardholders showing an even greater . . .

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 eBusiness & Channel Strategy Professionals

US Electronic Bill Payment And Presentment Forecast, 2009 To 2014

Preparing For The Rise Of The Biller-Direct Generation

by Edward Kountz, June 15, 2009

Between 2009 and 2014, the total number of US online bill payment households will increase from 48 million to 63 million. Despite the early gains of direct billers, Forrester believes that bill consolidators like banks have a slight advantage in a maturing . . .

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics® Financial Services Online Survey, Q3 2008  (416 KB PPT)

by Jacqueline Anderson, January 5, 2009

This highlight deck summarizes the key findings from Forrester¿s North American Technographics Financial Services Online Survey, Q3 2008.

For Consumer Market Research Professionals

How Europeans Pay For Goods And Services

by Alexander Hesse, Reineke Reitsma, December 11, 2008

No two countries are the same when it comes to retail payment habits in Europe. Unlike in the US — where most firms can offer their customers a uniform set of payment options — companies selling into European markets need to offer a customized set of . . .

For eBusiness & Channel Strategy Professionals

US Banks Are Losing Bill Pay Ground To Biller Sites

Quitters And Fence-Sitters Prefer Billers Over Banks

by Emmett Higdon, November 3, 2008

Since Forrester first started tracking where US online consumers pay bills, biller sites have always led the way. Although banks had been closing this gap over the past five years, bank bill pay growth has stalled in the past 12 months, while the number . . .

For eBusiness & Channel Strategy Professionals

Consumers Are Apathetic About Mobile Banking

A Lack Of Urgency And Availability Of Other Channels Holds Back Adoption

by Emmett Higdon, July 22, 2008

Despite their bank or credit union imploring them to "bank anytime, anywhere," online bankers and bill payers are uninterested in the mobile banking pitch. And while Gen X and Gen Y are slightly more receptive, the vast majority of online users are simply . . .

For eBusiness & Channel Strategy Professionals

US Electronic Bill Viewing and Payment Forecast, 2008 to 2013

by Edward Kountz, July 22, 2008

Many online US households are now online bill viewing and payment (VAP) households. A maturing market therefore requires banks to move beyond enrollment and invest in new tactics to drive use frequency and depth of relationship.

For eBusiness & Channel Strategy Professionals

High Touch Trumps High Tech When Switching Online Bill Payments

by Emmett Higdon, July 18, 2008

While US banks have successfully leveraged technology to simplify the account opening process, little progress has been made in using technology to help new customers easily move their online bill payment info over from their existing bank. The technology . . .

For Consumer Product Strategy Professionals

NFC Technology Is Revitalizing Mobile Payments

But Mobile Contactless Payments Face Huge Adoption Hurdles

by Benjamin Ensor, Alexander Hesse, April 22, 2008

Mobile contactless systems based on Near Field Communication (NFC) offer a much faster way to initiate payments with a mobile phone than SMS or other mobile network-based technologies, providing a clear improvement over earlier mobile payment systems. . . .

For eBusiness & Channel Strategy Professionals

Case Study: SunTrust Quantifies The Profitability Impact Of eBill Usage

by Catherine Graeber, March 5, 2008

Bank of America enlightened the industry in 2002 with its landmark control-group-based time series study that proved that customers who used online bill pay were more profitable than customers who did not. SunTrust wanted to ascertain whether the same . . .

For eBusiness & Channel Strategy Professionals

Online Bill Pay's Last Mile

Encouraging Activation And Avid Use

by Emmett Higdon, December 31, 2007

As annual growth rates for online bill pay slow, banks can no longer afford to focus solely on enrolling new users. They will realize the bottom-line benefit from their bill pay operations only when users are fully engaged in the service. To achieve this, . . .

For eBusiness & Channel Strategy Professionals

Online Bill Pay 2007: Understanding The Mindset Of Holdouts, Fence-Sitters, And Quitters

by Catherine Graeber, December 27, 2007

Just 35% of online consumers pay bills at their bank or credit union's Web site. What about the rest? Citing a preference for check writing and the need for paper bills for record keeping, 71% of non-adopters say they'll never pay bills online. Twenty-three . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Financial Services Online Survey, Q3 2007  (348 KB PPT)

by Jacqueline Anderson, December 5, 2007

This highlight deck reviews the key findings from the Q3 2007 Financial Services Online Survey. This survey covered questions given to US adults around financial products and habits.

For eBusiness & Channel Strategy Professionals

Banks Will Take A "Wait And See" Approach To Yodlee's New EBPP Service

by Catherine Graeber, October 31, 2007

Yodlee recently announced a new electronic bill presentment and payment (EBPP) solution, PayItAll, which can be deployed as an end-to-end solution or as a modular offering for firms looking to move EBPP in-house. The timing of this announcement plays . . .

For Consumer Product Strategy Professionals

The Changing Retail Payment Systems Landscape

Winners Are Emerging From The Flood Of New Payment Systems

by Benjamin Ensor, September 18, 2007

Retail payment systems are going through rapid change as a combination of technology innovation, new transaction types, and fraud drive improvements to existing systems, as well as the development of a large number of new alternative payment methods. . . .

For eBusiness & Channel Strategy Professionals

How To Do Online Bill Payment Right

A Case Study From Australia's BPAY

by Alyson Clarke, September 5, 2007

Australians have a strong appetite for paying bills and managing their finances online. In fact, Forrester's Asia Pacific Consumer Technology Adoption Study (APCTAS) reveals that more than 70% of Australia's online consumers have paid bills, checked bank . . .

For eBusiness & Channel Strategy Professionals

Recurring Payments

Promoting Consumers' Adoption of Automated Credit and Debit Card Payments

by Edward Kountz, May 21, 2007

Many consumers see value in setting up automatic credit or debit card payments for recurring bills (such as for mortgages, utilities, or cable TV) but concerns about financial control must be addressed to effectively reach the broadest user base.

For eBusiness & Channel Strategy Professionals

Recurring Payments

Considering Consumers' Preferences for Paying Recurring Bills

by Edward Kountz, May 8, 2007

The consumer payments industry is investing in one-time and automatic online payment capabilities for recurring bills (e.g., mortgage, utility, or cable TV), including those made via bank account transfers and credit and debit card payments.

For Consumer Market Research Professionals

US EBPP Forecast, 2006 To 2011  (203 KB PPT)

by Catherine Graeber, May 4, 2007

This Data Chart reveals the historical adoption of online bill pay and forecasts the continued growth of EBPP in the US. It identifies the demographic shift that is likely to dramatically propel EBPP's continued adoption.

For eBusiness & Channel Strategy Professionals

A Five-Step Action Plan To Help Banks Compete With Biller Sites For EBPP Users

by Catherine Graeber, April 26, 2007

Consumers who use biller sites for electronic bill pay and presentment (EBPP) do so because it's free and simple to use, and they can make their payment at the last minute. Why do they shy away from using online bill pay and viewing eBills at their bank's . . .