Forrester

For eBusiness & Channel Strategy Professionals

Tool:Forrester's 2010 Customer Advocacy Rankings Among Canadian Banking Providers

For CMO Professionals

Report:Build A Digital Relationship With Your Customer

Why The Most Solid Thing In Your Product Strategy Is Virtual

All consumer product strategists should sit up and take notice: There's a critical lesson to learn from the most recent changes in the media industry. While most in the business have obsessed over...

• Downloads: 963
• Rating:

For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

For Marketing Leadership Professionals

Report:Which Device Offers The Best Music Experience?

From set-top boxes to cell phones, device makers are falling over themselves to offer music functionality. Digital music services have also evolved to "anytime, anywhere" access with rich discovery...

• Downloads: 432

For Marketing Leadership Professionals

Report:How To Create An Effective Brand Presence On Facebook

Forrester Research Online Facebook WebTrack

Marketers are flocking to Facebook — but creating a compelling Facebook brand presence requires forethought and commitment. The best Facebook marketers maximize their pages' exposure, post...

• Downloads: 1423

For eBusiness & Channel Strategy Professionals

Tool:More Than Two-Thirds Of eBusiness Teams Plan To Increase Their Investment In Mobile

For eBusiness & Channel Strategy Professionals

Tool:Forrester Measures Web Sites' Ability To Move Visitors Toward Their Goals

For Marketing Leadership Professionals

Report:The State Of Consumers And Technology: Benchmark 2011, US

North American Consumer Technographics®

This report is a graphical analysis of Forrester's North American Technographics® Online Benchmark Survey, Q3 2011 (US, Canada). It provides a generational overview of US consumers'...

• Downloads: 1704

For Marketing Leadership Professionals

Report:Accelerate Your Social Maturity

Assessment: The Social Marketing Playbook

Customers and employees are becoming increasingly empowered by social technologies, dramatically changing the way they communicate and collaborate. To succeed in this new world, companies must make...

• Downloads: 1910

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 Customer Experience Professionals

Tool:Consumers Who Didn't Find The Info They Needed Were More Dissatisfied

For Customer Experience Professionals

Tool:Test Your Customer Experience Strategy

For Marketing Leadership Professionals

Report:Consumers Reviews And Ratings: How Much Are They Worth?

Forrester Technographics Digital Consumer Community Report, October 2011

About one in 10 US consumers regularly share information about a product they are either planning to buy or have recently bought. But why, where, and when? Forrester conducted a qualitative study...

• Downloads: 7

For eBusiness & Channel Strategy Professionals

Report:European Social Retail Is A Work In Progress

Social media is transforming the way European online buyers interact with each other and consume content. Online buyers are using social media to connect with their peers and, to a much lesser...

• Downloads: 567

For Enterprise Architecture Professionals

Tool:TechRadar™: Technologies For Empowered Employees, Q4 '11 Technologies Evaluated

For Infrastructure & Operations Professionals

Tool:TechRadar™: Survival Phase Technologies

For Customer Experience Professionals

Report:Transform To An Experience-Driven Organization

Executive Overview: The Experience-Driven Organization Playbook

Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create those...

• Downloads: 856
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For Customer Experience Professionals

Report:How Rogers Communications Unified Its Approach To Customer Experience Measurement

In just 18 short months, customer experience professionals at Rogers Communications (Canada's largest telecommunications company) developed and gained support for a new customer experience...

• Downloads: 408

For eBusiness & Channel Strategy Professionals

Tool:Most Mobile Strategies Are Customer-Focused

For Customer Experience Professionals

Report:How To Design An Effective Voice Of The Customer (VoC) Insights Program

Best Practices In VoC And CSAT Research For Market Insights Professionals

Market insights professionals often carry out customer satisfaction (CSAT) surveys — a key component in voice of the customer (VoC) research — but then struggle to turn results into...

• Downloads: 1028

For Customer Experience Professionals

Report:How The Voice Of The Employee Empowers Customer Experience Efforts

An Empowered Report: Employees Are Customer Experience Pros' Best Weapon

Employees have a wealth of insight about both customers and internal operations. Many also have the influence to quickly improve customer experience at the ground level through frontline interactions...

• Downloads: 885

For eBusiness & Channel Strategy Professionals

Report:Selecting Online Customer Service Channels To Satisfy Customers And Reduce Costs

From a customer service perspective, right-channeling means providing your customers with satisfying service through the lowest-cost channel. For most eBusinesses, improving right-channeling requires...

• Downloads: 1016

For Marketing Leadership Professionals

Report:Community Management Checklist

A Four-Phase Approach To Preparing To Engage With Your Customers

Many marketers are launching communities to engage their customers in an authentic dialogue around their companies, brands, and products. However, once they've launched, brands often find that they...

• Downloads: 1252

For Application Development & Delivery Professionals

Client Inquiry:On-The-Fly Translation

What sources provide on-the-fly translation of entire web pages/sites?

For Marketing Leadership Professionals

Report:Take Advantage: Latin American Consumers Are Willing Co-Creators

Latin Americans love social media, and it's important for organizations to realize that their use of it is not exclusive to entertaining themselves or connecting with family and friends. It also...

• Downloads: 62