Forrester

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: 800

For Customer Insights Professionals

Report:The Evolution Of The Customer Engagement Agency

As the demand for customer intelligence (CI) from business stakeholders grows and more organizations increase their CI maturity, organizations' marketing agency needs have also changed. A few...

• Downloads: 506
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For Customer Insights Professionals

Report:CI Teams: Blocking And Tackling Is Not Enough

Integrating Customer Data Is Vital, But It's Not The End Goal

We recently surveyed 137 Customer Intelligence (CI) professionals about their use of analytical applications and priorities. Users are investing in solutions that transform insight into action, but a...

• Downloads: 321

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: 871
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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: 167

For Customer Insights Professionals

Report:What Customers Really Think About Their Database Marketing Service Providers

In our recent study of database marketing service providers (MSPs), we found that MSPs exist in a diverse vendor ecosystem but enjoy significant customer loyalty. While most firms prioritize deep...

• Downloads: 328

For Customer Insights Professionals

Report:How Health Insurance Companies Can Leverage CI To Adapt Amid Policy Reform

US health insurance companies are in the midst of a systemwide transition to meet the requirements of congressionally mandated healthcare reform awaiting them in 2014. While insurers have made great...

• Downloads: 282
• Comments: 1

For Customer Insights Professionals

Tool:The Forrester Wave™: Database Marketing Service Providers, Q1 2011

For Customer Insights Professionals

Report:Personal Identity Management Success Starts With Customer Understanding

With the increase in high-profile data breaches and the recent Federal Trade Commission (FTC) settlements that hold Facebook, Google, and Twitter accountable to strict privacy audit guidelines,...

• Downloads: 357
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For Customer Insights Professionals

Report:Move Beyond Campaigns To Tap Hidden Customer Potential

Cross-channel campaign management (CCCM) tools are the heart of the enterprise marketing platform, yet campaigns are too rigid and too rooted in batch-based techniques to allow firms to achieve...

• Downloads: 88

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: 494

For Customer Insights Professionals

Report:How Analytics Drives Customer Life-Cycle Management

Vision: The Customer Analytics Playbook

With the growing importance of customer intelligence (CI) in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business...

• Downloads: 1862
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For Customer Insights Professionals

Report:Customer Intelligence Trends To Watch In 2011

CI Professionals Are Fighting Wars On Multiple Fronts In Order To Evolve

As Customer Intelligence (CI) matures, CI professionals must adapt how they capture, integrate and manage, analyze, and apply knowledge about their customers. As we look ahead to 2011, we expect CI...

• Downloads: 1460

For Customer Insights Professionals

Tool:Evaluated Vendors: MSP Information And Selection Criteria

For Customer Insights Professionals

Report:Cross-Channel Attribution Presents A Clear Path To Marketing ROI

Vision: The Cross-Channel Attribution Playbook

Today's customers interact with brands via a wide variety of touchpoints and at different stages of the brand life cycle. But companies measure campaign success using last-touch methods that fail to...

• Downloads: 443

For Customer Insights Professionals

Report:Marketing Technology Adoption 2011

Findings From Forrester's Q4 2010 Survey Of Customer Intelligence Professionals

Forrester recently surveyed 137 Customer Intelligence professionals to understand their marketing technology priorities, plans, and budgets. Old issues continue to fester — a lack of a...

• Downloads: 610
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For Customer Insights Professionals

Report:Demystifying Real-Time Intelligence

The real-time buzzword is back. Marketers, vendors, and service providers use this term in a variety of scenarios to describe technologies, analytics, customer service, and processes. The hype around...

• Downloads: 633

For Customer Insights Professionals

Report:CI Professionals: Plan For The Future Of Cross-Channel Marketing

The online marketing suite supports many of the priorities that customer insights (CI) professionals hold dear: customer centricity, cost efficiency, measurement, and marketing relevance. But...

• Downloads: 868
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For Customer Insights Professionals

Tool:Satisfaction Is People-Driven

For Customer Insights Professionals

Report:The Keys To A Social Intelligence Command Center

Continuous Improvement: The Social Intelligence Playbook

If you represent a large consumer brand, consider a social intelligence command center — a dedicated resource for listening to the groundswell. A command center like this can improve your...

• Downloads: 1328

For Customer Insights Professionals

Report:The Attribution Readiness Self-Test

Customer Intelligence (CI) professionals should constantly evaluate their need for next-generation marketing measurement processes, including cross-channel attribution. Successfully implementing...

• Downloads: 274

For Customer Insights Professionals

Report:Use Customer Analytics To Get Personal

Analytically Driven Personalization Increases Retention And Return

Companies personalize products, offers, content, and communications for a variety of reasons — to treat customers uniquely, to make them feel special, and to encourage them to spend more. Firms...

• Downloads: 1278

For Customer Insights Professionals

Tool:The Online Marketing Suite Needs Assessment

For Customer Insights Professionals

Report:The Forrester Wave™: US Database Marketing Service Providers, Q1 2011

Epsilon, KBM Group, And Targetbase Lead A Strong Chasing Pack

In Forrester's 90-criteria evaluation of US database marketing service providers (MSPs), we found that Epsilon, KBM Group, and Targetbase led the pack because of their analytical and strategic...

• Downloads: 1408

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