Forrester

For CMO Professionals

Report:Customer Life-Cycle Marketing Demands New Metrics

Performance Management: The Customer Life-Cycle Marketing Playbook

To get the best returns from the adoption of a customer-centric approach to marketing, Forrester believes that marketers must make the shift from the traditional marketing funnel to the customer life...

• Downloads: 1081
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For Customer Experience Professionals

Report:Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

Why Customer Experience Matters More To Loyalty Than Price

Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...

• Downloads: 342
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For Marketing Leadership Professionals

Report:Profiling Brand-Loyal And Price-Conscious US Consumers

A Technographics® Data Essentials Document

Brand loyalty and price sensitivity guide consumers' purchasing decisions, but these qualities also create unique audiences that embody distinct social attitudes, technology engagement, and...

• Downloads: 51

For Customer Insights Professionals

Report:Two Approaches For Socializing Your Loyalty Program

Direct Integration With Social Channels Creates The Richest Engagement And Data Opportunities

Across the globe, more and more consumers are interacting socially than ever before. When it comes to loyalty, social channels provide an opportunity for brands to engage with members beyond the...

• Downloads: 154

For Customer Insights Professionals

Report:Base Your Plan For Intelligent Loyalty On Maturity

Strategic Plan: The Customer Loyalty Playbook

Loyalty programs that attempt to implement a cookie-cutter strategy and ignore customer insights typically struggle and usually lack meaningful results. Organizations seeking to build a program that...

• Downloads: 178

For Customer Insights Professionals

Report:TechRadar™ For Customer Intelligence Professionals: Customer Loyalty Programs, Q1 2013

Business Case: The Customer Loyalty Playbook

Loyalty technologies play a central role in the execution and differentiation of customer loyalty programs and, more specifically, in driving consumer participation in a program across channels...

• Downloads: 437
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For Customer Insights Professionals

Report:Five Ways To Mobilize Your Loyalty Program In 2013

Mobile Channels Offer Rich Opportunities For Rewards And Engagement

Mobile continues to grow in importance for reaching and engaging empowered consumers and loyalty program members. From a data perspective, it opens up new streams of information that provide better...

• Downloads: 316
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For Application Development & Delivery Professionals

Report:TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

Landscape: The CRM Playbook

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...

• Downloads: 523
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For Customer Insights Professionals

Report:Consumer Attitudes Toward Loyalty Programs Deteriorate

Landscape: The Customer Loyalty Playbook

Consumers join programs of brands they like, but they limit their participation to only a few programs and are motivated by the desire to seek out discounts. Since 2008, consumer attitudes toward...

• Downloads: 847

For Customer Insights Professionals

Report:Evaluate And Evolve Your Loyalty Program's Intelligence Quotient

Assessment: The Customer Loyalty Playbook

Successful intelligence-driven loyalty involves five major components: strategy, data, customer intelligence, offer management, and measurement. This report outlines Forrester's assessment process...

• Downloads: 901
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For Customer Insights Professionals

Report:Case Study: SCENE Uses Customer Insights To Deliver Value To Loyalty Customers

This report provides a case study supporting Forrester's best practices for customer intelligence professionals working to drive customer loyalty. Forrester identifies four crucial best practices for...

• Downloads: 180

For Customer Insights Professionals

Report:Understanding The Anatomy Of A Loyalty Technology Platform

Technology plays an integral role in managing and executing a loyalty program. But buyers face an array of technology solutions that support their loyalty needs in different ways. This report is...

• Downloads: 203

For Customer Insights Professionals

Report:Building A World-Class Loyalty Program

Continuous Improvement: The Customer Loyalty Playbook

Successful loyalty programs offer a boost to customer retention, customer satisfaction, and the bottom line. But today, many programs fail to reach success because they haven't mastered even basic...

• Downloads: 542

For Customer Insights Professionals

Report:Marketers Are Overconfident In Their Loyalty Strategies

Benchmarks: The Customer Loyalty Playbook

Forrester recently surveyed 81 loyalty program marketers about their loyalty programs and strategies in an effort to understand the size, structure, and performance of customer loyalty programs. This...

• Downloads: 893
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For Customer Insights Professionals

Report:Measuring Loyalty Program Effectiveness

Performance Management: The Customer Loyalty Playbook

This report outlines Forrester's performance management solution for customer intelligence executives working on driving customer loyalty. Measuring the performance of loyalty programs remains a...

• Downloads: 971

For Customer Insights Professionals

Report:Organizing For Intelligent Loyalty

Organization: The Customer Loyalty Playbook

This report outlines the organization process of Forrester's solution for customer intelligence executives working on driving customer loyalty. It is designed to help firms use stakeholder mapping to...

• Downloads: 268

For Customer Insights Professionals

Report:Enable Loyalty Program Success With Sound Processes

Processes: The Customer Loyalty Playbook

Loyalty programs promise to increase retention and satisfaction, but they often fall short of delivering results because they lack an innovative strategy to set them apart from the competition. This...

• Downloads: 898
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For Customer Insights Professionals

Report:Drive Smarter Customer Loyalty With Customer Intelligence

Executive Overview: The Customer Loyalty Playbook

Customer loyalty is a hot topic. Companies look to loyalty programs to enhance customer knowledge and drive customer retention, revenue, and engagement. But, while they see the potential of loyalty...

• Downloads: 561
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For Customer Insights Professionals

Report:Intelligence-Driven Loyalty

Vision: The Customer Loyalty Playbook

This report outlines the vision of Forrester's solution for customer intelligence executives working on driving customer loyalty. Many loyalty programs fail because they focus too heavily on...

• Downloads: 1418
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For Customer Insights Professionals

Report:The Customer Loyalty Ecosystem

Tools And Technology: The Customer Loyalty Playbook

Customer loyalty is top of mind for most marketers, but with so many vendors claiming to drive explicit or implicit loyalty, it's often difficult to identify a solution that best fits marketers'...

• Downloads: 1985

For CMO Professionals

Report:How Social Media Is Changing Brand Building

Social media has fundamentally changed how consumers interact with each other and with brands. As a result, marketers tell us that they now consider this new channel to be a critical component of...

• Downloads: 1472
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For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

Business Case: The Experience-Driven Organization Playbook

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

• Downloads: 2277
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Report:US Online Retail Forecast, 2011 To 2016

eCommerce Tops $200 Billion In 2011

eCommerce sales continue to grow rapidly, having topped $200 billion in 2011. Forrester expects that online sales will grow from 7% of overall retail sales to close to 9% by 2016. Key drivers of this...

• Downloads: 2099
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For Customer Insights Professionals

Report:Loyalty Program Service Providers Struggle To Delight Their Customers

In researching the Forrester Wave™ evaluation of loyalty program service providers, we surveyed 94 loyalty program service provider customers about their vendor partnerships. We found that...

• Downloads: 455

For Customer Insights Professionals

Report:The Forrester Wave™: Loyalty Program Service Providers, Q1 2012

Epsilon And Kobie Marketing Lead, With Brierley+Partners And Aimia Close Behind

Companies turn to loyalty program service providers for support across the loyalty value chain — from program strategy, technology, and program management to creative, fulfillment, and...

• Downloads: 865
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