Forrester

For Marketing Leadership Professionals

Report:Benchmark Your Interactive Marketing Maturity

Five Key Metrics For Tracking Progress

Are your interactive marketing efforts keeping pace with the marketplace? In this report for interactive marketers, Forrester identifies the five key benchmarks that help you gauge how well you are...

• Downloads: 808
• Comments: 1
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For CIO Professionals

Report:Benchmarking Mobile Engagement: Consumers And Employees Outpace CIOs' Readiness

Benchmark: The CIO's Mobile Engagement Playbook

Are you ready to serve your mobile customers on the device of their choice? Have you anticipated what apps they need next? And for employees, which apps are most important on smartphones? How many...

• Downloads: 133
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For CIO Professionals

Report:Case Study: BAE Systems Uses Customer Satisfaction Metrics To Focus On Business Value

Charles Newhouse, head of strategy and design in the enterprise IT services group at BAE Systems in the UK, felt that IT's traditional quarterly operational reports were not serving IT or the...

• Downloads: 361

For Application Development & Delivery Professionals

Report:Justify Agile With Shorter, Faster Development

Business Impact: The Agile And Lean Playbook

This report outlines the business impact of Forrester's solution for application development and delivery (AD&D) executives looking to implement Agile and Lean. It is designed to help AD&D execs...

• Downloads: 1070

For Infrastructure & Operations Professionals

Report:Develop Your Business Technology Resiliency Balanced Scorecard

Performance Management: The Business Technology Resiliency Playbook

This report outlines Forrester's solution for developing effective objectives and metrics for business technology resiliency (BTR) programs. The current state of BTR metrics is unsatisfactory —...

• Downloads: 423
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For Marketing Leadership Professionals

Report:Online Video Best Practice

Benchmarking Web Sites Using Forrester's Online Video Product Scorecard

Over the past year, our video strategy series has presented the business case goals and best practices for adding video to your Web site. In this report, we demonstrate how our online video product...

• Downloads: 1260
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For CIO Professionals

Report:Measure BT Strategic Planning Outcomes

Benchmarks: The BT Strategic Planning Playbook

This report is designed to help CIOs measure and report on the outcomes realized through the BT strategic plan. Specifically, it demonstrates how to link IT initiatives from the strategic plan to the...

• Downloads: 525
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For Infrastructure & Operations Professionals

Report:Avoid Tactical, Narrow Service Management And Automation Strategies

Strategic Plan: The Service Management And Automation Playbook

This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders to develop their service management and automation (SMA) strategic plan. This is important as the...

• Downloads: 814
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For Infrastructure & Operations Professionals

Report:Strategic Benchmarks 2013: IT Infrastructure

Benchmarks: The IT Infrastructure Playbook

This report provides IT infrastructure and operations (I&O) professionals with strategic benchmarks to compare their IT infrastructure budgets, priorities, motivations, and technology adoption to...

• Downloads: 216

For Enterprise Architecture Professionals

Report:Measure EA's Business Goals, Engagement, And Influence

Metrics: The EA Practice Playbook

This report outlines the metrics for enterprise architecture (EA) impact of Forrester's solution for EA executives building a high-performance EA program. Developing and executing a metrics and...

• Downloads: 586
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For Enterprise Architecture Professionals

Report:Let The Adjacent Possible Guide Your Information Strategy

Strategic Plan: The Information Strategy And Architecture Playbook

A new era of information agility is upon us that promises an explosion of opportunities similar to that of the dot-com boom period. But these opportunities are completely dependent upon an...

• Downloads: 480
• Comments: 1
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For Infrastructure & Operations Professionals

Tool:Two Future Cloud-Based Alternative Models For I&O

For Security & Risk Professionals

Report:Develop Mobile Operations And Security Balanced Scorecards

Performance Management: The Mobile Security And Operations Playbook

This report outlines the performance management of Forrester's solution for infrastructure and operations (I&O) executives working on mobile security and operations. This report is designed to help...

• Downloads: 433

For Infrastructure & Operations Professionals

Tool:A Gateway Can Make Cloud Storage More Viable, But Also More Expensive

For Enterprise Architecture Professionals

Report:Fast-Tracking EA Renewal

Building An EA Program For "Dummies"

As businesses begin to look past the economic downturn, they are executing strategies that require a changed IT mission and plan. This in turn is changing the needs and expectations the EA function...

• Downloads: 500

For Security & Risk Professionals

Report:Benchmarking Your Enterprise Mobile Device Operations Initiatives And Plans

This report provides insight into corporate mobility adoption trends based on results from Forrester's Forrsights surveys of IT mobility decision-makers and end user workers in North American and...

• Downloads: 453

For Infrastructure & Operations Professionals

Client Inquiry:Can You Please Provide Some IT Service Desk Metrics?

We are looking for some metrics for IT service desk (ITSD) support. Can you please provide some numbers around first-contact resolution, number of incidents, abandonment rate, average incident...

For eBusiness & Channel Strategy Professionals

Report:Online Customer Service Functionality Benchmark: US Airlines

The Best And Worst Of Online Customer Service Among The Top Four US Airlines

Forrester evaluated the online customer service offerings of the four largest US airlines: Delta Air Lines, United Airlines, Southwest Airlines, and American Airlines. Our analysis uncovered a few...

• Downloads: 457
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For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark: European Consumer Electronics Retailers

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers

Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

• Downloads: 309

For Application Development & Delivery Professionals

Report:Establish Ongoing Processes To Assess Your Business Intelligence Maturity

Assessment: The Business Intelligence Playbook

Forrester's business intelligence (BI) maturity self-assessment model helps BI professionals quickly assess the maturity of their current-state environments. It also allows BI pros to benchmark their...

• Downloads: 257

For Infrastructure & Operations Professionals

Report:IT Infrastructure And Operations: The Next Five Years

The Cloud On IT's Horizon

Interest in cloud technology and cloud economics abounds. While the technology delivers immediate reductions in capital costs, Forrester believes that cloud computing's greatest benefits will come...

• Downloads: 3241

For Application Development & Delivery Professionals

Report:How To Get Ready For Change

Put "People Change" Front And Center

Change management is an ongoing organizational process due to the continual change that characterizes today's business. The repercussions of not handling change well include lost revenue, lower staff...

• Downloads: 311

For CIO Professionals

Tool:Baseline Cloud Computing Costs For 100 VM Workloads

For CIO Professionals

Report:Measure The Effectiveness Of The Strategic Planning Process

Performance Management: The BT Strategic Planning Playbook

The ultimate judges of any strategic planning process are the business technology (BT) users who need to produce business benefits with the technology. The goals, desires, and needs of this group are...

• Downloads: 564
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For Application Development & Delivery Professionals

Report:The Six Most Meaningful Metrics To Prove And Improve App Dev's Business Value

Speak Your Business Partners' Language To Show And Grow Your Worth

The business/IT divide still exists in many organizations, and bridging that gap is difficult if you can't demonstrate the business value your teams deliver. It's past time to transition from...

• Downloads: 1743