Forrester

For Customer Insights Professionals

Report:Untangling The Attribution Web

Using Cross-Channel Attribution To Understand Marketing Effectiveness

In an environment where media fragmentation is the status quo, traditional one-to-one, last-touch methods of allocating demand to marketing efforts are outdated and lead to a suboptimal marketing...

• Downloads: 724

For Customer Insights Professionals

Tool:Respondents Represent A Range Of Industries

For Application Development & Delivery Professionals

Report:Listening Platforms Find Traction In Customer Service Organizations

Trends 2010: Listening Platforms

Customer service managers must pragmatically balance the needs of their customers with the needs of their business. Listening platforms allow customer service organizations to better understand how...

• Downloads: 214
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For Customer Insights Professionals

Report:Customer Engagement Agency Progress Reflects Industry Maturity

During our recent customer engagement agency (CEA) Forrester Wave™, we surveyed more than 100 CEA clients to understand their choice of vendors and the quality of the relationships. We found...

• Downloads: 136

For CMO Professionals

Report:CMOs Must Connect The Dots Of The Online Brand

Orchestrate Digital For The Best Brand Experience

Digital has been widely embraced by consumers and by many parts of the enterprise. But the adoption of digital channels — Web sites, mobile apps, online sales and customer service, and other...

• Downloads: 906

For Customer Insights Professionals

Playbook:The Customer Loyalty Playbook

Drive Smarter Customer Loyalty With Customer Intelligence

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...

For Customer Insights Professionals

Report:Leverage Social Data To Elevate Customer Intelligence

Executive Overview: The Social Intelligence Playbook

Social media's prevalence across the Web gives consumers and brands a new way to connect online. But while most businesses know the importance of social media, most are missing opportunities by not...

• Downloads: 575
• Comments: 1
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For Customer Insights Professionals

Report:Five Foundational Requirements For Retail Customer Intelligence

In the age of the customer, the old rules and standards of database marketing will be the downfall of traditional retailers. While financial services, travel, and a handful of cutting-edge merchants...

• Downloads: 547

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: 451

For Customer Insights Professionals

Tool:Attribution Readiness Self-Test: Technology

For Customer Insights Professionals

Report:The Consumerization Of Customer Analytics

Landscape: The Customer Analytics Playbook

The analytics conversation is now front and center for marketers, thanks to the real estate that big data enjoys in mainstream media. As a result of this buzz, customer analytics practitioners who...

• Downloads: 237

For CIO Professionals

Report:CIOs Must Become Customer-Obsessed

Competitive Strategy In The Age Of The Customer

The empowered customer is driving new models of business success that are rapidly redefining the CIO's investment agenda in successful firms — the inauguration of what Forrester calls the age...

• Downloads: 435

For eBusiness & Channel Strategy Professionals

Tool:Australian Online Retailers Will Invest In Online Marketing

For Marketing Leadership Professionals

Report:Win The Social Marketing Measurement Game

Performance Management: The Social Marketing Playbook

You've no doubt heard the question: "How do we know that social marketing drives sales?" But just as not all TV spots or billboards are intended to drive direct response, not every social marketing...

• Downloads: 55

For Enterprise Architecture Professionals

Report:Use A Metrics Framework To Drive BPM Excellence

Performance Management: The Business Process Management Playbook

Advancing technology for business process management (BPM) and analytics is allowing broader and deeper treatment of performance metrics. As a result, defining and using performance metrics is an...

• Downloads: 455
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For CIO Professionals

Report:Measure Workforce Experience Through Engagement, Productivity, And Customer Impact

Customer experience — its relationship to loyalty and satisfaction and the likelihood that it will lead to future business — is now a well-established discipline. However, measuring...

• Downloads: 89
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For Marketing Leadership Professionals

Report:Building Successful B2B Financial Services Social Marketing Programs

Faced with fragmented customer bases and unclear regulatory requirements, business-to-business (B2B) financial services marketers have traditionally shied away from launching social marketing...

• Downloads: 1164

For Customer Insights Professionals

Report:It's Time To Bridge The Audience Data Management Divide

How Customer Intelligence Can Unify Audience Intelligence Across Channels To Enable Advanced Advertising

Marketers constantly seek ways to design addressable marketing programs that reduce media waste and create targeting efficiencies: Direct marketers turn to marketing databases to inform audience...

• Downloads: 524
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For Technology Marketing Professionals

Tool:An Interactive Tool For Evaluating Your Swag

For Customer Insights Professionals

Report:The State Of Online Testing 2010

Findings From The Forrester Wave™ Evaluation On Online Testing

During the Forrester Wave™ evaluation of online testing applications, we surveyed 79 online testing customers about their vendor partnerships and online testing practices. Online testing's...

• Downloads: 503

For Customer Insights Professionals

Report:The Forrester Wave™: Online Testing, Q3 2010

Adobe And Autonomy Lead A Pack Of Strong Performers

In Forrester's inaugural evaluation of online testing vendors, we researched eight companies across 82 criteria. We found that Adobe and Autonomy lead the pack because of their consistent strength...

• Downloads: 1248

For Marketing Leadership Professionals

Report:Investing In Tech Marketing, 2011

Introducing The Forrester Marketing Flywheel For Assessing Budget Allocations

The tech industry is returning to expansion mode, and tech marketers must gear up to drive profitable revenue growth for their companies. However, unlike previous generations of tech industry growth,...

• Downloads: 853

For Customer Insights Professionals

Report:How To Get Started With Social Intelligence In A Regulated World

Apply Customer Intelligence Best Practices To Safely Test Social Data

Although more and more businesses are adopting social intelligence strategies, regulated companies — such as those in the insurance, finance, pharmaceutical, and healthcare space — remain...

• Downloads: 361
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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: 876
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For Customer Insights Professionals

Report:The Forrester Wave™: Online Testing Platforms, Q1 2013

How Seven Vendors Are Addressing The Evolution Of Online Testing

In Forrester's 53-criteria evaluation of online testing platform vendors, we identified the seven most significant providers — Adobe, Autonomy, Maxymiser, Monetate, Optimizely, SiteSpect, and...

• Downloads: 449