For B2B Market Research Professionals

The State Of Enterprise IT Services: 2009

Business Data Services North America And Europe

by Pascal Matzke, John C. McCarthy, November 6, 2009

As the global economic downturn continues to put pressure on IT budgets, companies are taking a variety of measures to get more value for the money spent on IT services. But unlike the last recession in 2001 to 2002, when outsourcing and offshoring benefitted . . .

For Infrastructure & Operations Professionals

The State Of WAN Services Adoption In North America 2009: CIOs Lead On Cost Reduction

by Phil Sayer, October 30, 2009

The need to cut costs dominates North American enterprises' 2009 plans for wide-area networks (WANs). This is the top priority for almost three-quarters of enterprises as part of IT budget cuts mandated at board level. At the same time, network traffic . . .

For Sourcing & Vendor Management Professionals

The Forrester Wave™: Managed Global MPLS Services, Q4 2009

AT&T Leads On Strategy And Market Presence; Orange Has The Best Service Offer

by Brownlee Thomas, Ph.D., October 27, 2009

In Forrester's 54-criteria evaluation of nine managed global MPLS service providers, the Leaders included AT&T, BT Global Services, Orange Business Services, and Verizon Business. AT&T had the highest scores in both strategy and market presence, . . .

For Consumer Product Strategy Professionals

WiMAX Services Are Both Complements To And Substitutes For Fixed Broadband

by Doug Williams, October 1, 2009

The wireless broadband technology known as WiMAX is slowly rolling out in markets around the US — and consumers have no idea what it is. But that's not a problem: Despite their lack of familiarity with the technology, consumers do understand the benefits . . .

For Consumer Product Strategy Professionals

The Who/What/Where Of WiMAX In The US

by Doug Williams, October 1, 2009

After years of anticipation and temptation, true WiMAX has officially arrived. After a slow initial rollout to four US markets in the past year, network expansion has accelerated, with as many as 22 new markets expected to come online in the last four . . .

For Customer Experience Professionals

The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

by Bruce D. Temkin, September 30, 2009

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is . . .

For B2B Market Research Professionals

2009 Canadian Telecom Outlook   (646 KB PPT)

by Ellen Daley, September 22, 2009

Forrester Research takes a look at the percentage of Canadian firms who purchase managed telecom services and why they chose to purchase, their interest in procuring managed services, and who would they prefer to purchase managed services from. Data was . . .

For Infrastructure & Operations Professionals

The State Of WAN Services Adoption In Europe 2009: Cost-Cutting Dominates Enterprise Plans

by Phil Sayer, September 3, 2009

Cost-cutting dominates European enterprise plans for wide area networks (WANs) for 2009. This is the top priority for almost three-quarters of enterprises as part of IT budget cuts mandated at board level. At the same time, network traffic is growing . . .

For Customer Experience Professionals

Service Seekers Are More Loyal Than Price Seekers

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, August 31, 2009

In previous research, Forrester created four segments of consumers based on their interest in low prices and good customer service: Service Seekers, Price Seekers, Price & Service Seekers, and Others. We examined the loyalty of these segments across . . .

For Customer Experience Professionals

Best And Worst Of UK Brand Building Web Sites, 2009: Internet Service Providers

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Four Top UK Internet Service Providers

by Jonathan Browne, August 27, 2009

How good are the overall experiences offered by leading Internet service providers' Web sites in the UK in 2009? To find out, we graded the sites of four top UK ISP sites using Forrester's Web Site Brand Review methodology. Our tests measure how well . . .

For Consumer Market Research Professionals

A Deep Dive Into European Consumers' Online Behavior, 2009

Consumers' Uptake Of Social Activities Deepens Their Online Engagement

by Olesia Klevchuk, August 13, 2009

For more than 10 years, Forrester has been tracking consumers' online and offline behavior in Europe. In recent years, we've published a dedicated report about their online behavior to understand the changes in this emerging medium. This year's European . . .

For Vendor Strategy Professionals

Understanding Today's Demand For IT Services

Project Work Is Down But Has Growth Potential; IT Outsourcing Is Just Weak

by Tim Sheedy, Andrew Bartels, August 11, 2009

The IT services market is behaving peculiarly in this tech downturn. While project-based IT consulting and systems integration work is now falling, it: 1) held up remarkably well until Q4 2008; 2) is down less than other categories of IT spending; and . . .

For eBusiness & Channel Strategy Professionals

Air Passenger Interest In In-Flight Internet Access Grows

The Longer The Flight, The More Likely Passengers Will Pay To Go Online Aloft

by Henry H. Harteveldt, Elizabeth Stark, August 10, 2009

In 2005, Forrester identified that one-fifth of passengers were interested in accessing the Internet on any flight. In the fourth quarter of 2007, nearly as many passengers — 17% — expressed interest in accessing the Web on a 1-hour flight. By Q4 2008, . . .

For B2B Market Research Professionals

The State Of Enterprise Networks And Telecommunications: 2009

Business Data Services North America And Europe

by Ellen Daley, August 7, 2009

This document gives highlights of an extensive data set collected across North American and European enterprises via our Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q1 2009. Even given the current economic crisis, . . .

For B2B Market Research Professionals

The State Of SMB Networks And Telecommunications: 2009

Business Data Services North America And Europe

by Ellen Daley, August 7, 2009

This document gives highlights of an extensive data set collected across North American and European firms via our Enterprise And SMB Networks And Telecommunications Survey, North America And Europe, Q2 2009. Even given the current global economic crisis, . . .

For Consumer Market Research Professionals

Technographics® Insight: Consumer Perceptions Toward Online Security  (646 KB PPT)

by Nick Squires, July 24, 2009

This Technographics Insight takes a look at the security measures US online consumers are taking to protect their computers, including the purchase process.

For CIOs

Distributed Enterprise 2.0

CIOs In Consumer-Facing, Distributed Firms Can Capitalize On Cloud Computing

by George Lawrie, July 23, 2009

In a desperate effort to maintain the connection with fickle consumers, line-of-business executives and their allies in IT are conspiring to lower the IT drawbridge in order to deliver personalized customer experiences wherever and whenever consumers . . .

For Customer Experience Professionals

Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, July 23, 2009

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of consumers: Service Seekers, Price Seekers, Price & Service . . .

For eBusiness & Channel Strategy Professionals

Success In Mobile Commerce Means Asking The Right Questions Now

by Sucharita Mulpuru, July 16, 2009

Forrester recently adapted its methodology for creating a successful social strategy — based on understanding people, objectives, strategy, and technology (POST) — to the mobile strategy space. While Forrester believes mobile commerce is still nascent, . . .

For Consumer Product Strategy Professionals

Music And ISPs: The Time Is Right For A New Relationship

by Sonal Gandhi, July 14, 2009

Universal Music and Virgin Media's launch of an unlimited MP3 subscription service in the UK marks a new era in the music label/ISP relationship. While labels and ISPs have not had much success at forming mutually beneficial partnerships in the past in . . .

For Infrastructure & Operations Professionals

European Telecom Operator Managed Services Deals Survey: H2 2008

by Phil Sayer, July 10, 2009

Forrester's sixth survey of managed services deals signed in Europe by telecom service providers reviews 476 contract wins recorded in the second half of 2008. The number of deals increased from the 407 that we tracked in H1 2008; however, the total contract . . .

For Consumer Market Research Professionals

A Consumer Market Researcher's Introduction To Mobile POST

by Reineke Reitsma, July 9, 2009

Creating and implementing a sound mobile strategy is challenging, but as consumers adopt higher-end cell phones, companies need to understand how they should connect with consumers on a device that's always on and always available. Current mobile strategies . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Technographics Emerging Uses Of Technology Online Survey, Q1 2009 (US)  (647 KB PPT)

by Joost van Kruijsdijk, June 23, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics Emerging Uses of Technology Online Survey, Q1 2009 (US).

For Customer Experience Professionals

Customer Experience Boosts Revenue

Modest Improvements Can Bring In $177 Million To $311 Million Per Year

by Bruce D. Temkin, June 22, 2009

Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to recommend. But how does that affect a company's bottom line? . . .

For Consumer Product Strategy Professionals

The Napster Legacy: File Sharing 10 Years On

by Sonal Gandhi, Mark Mulligan, June 5, 2009

After 10 years and numerous attempts to combat it, file sharing remains the biggest thorn in the media industry's side. While the true financial impact of file sharing remains a contentious topic, it has permanently shaped consumers' expectations of digital . . .