Forrester

For Customer Insights Professionals

Report:The Marketing Of Market Insights: How To Build Internal Relationships And Influence

Market insights professionals often face challenges in building awareness and influence within their companies. To better understand how market insights can overcome these issues, Forrester spoke...

• Downloads: 546
• Comments: 1
• Rating:

For Marketing Leadership Professionals

Report:Getting Product Ideas Past Stage One

Why The Validation Process Is Critical To Product Strategy Success

"Ideate" is the first stage in the product development cycle; it's a time when product strategists gather ideas for new and innovative products and services. Before moving on to subsequent phases,...

• Downloads: 473
• Rating:

For Customer Insights Professionals

Report:Build Market Insights' Efficiency And Influence

Processes: The Market Insights Optimization Playbook

Digital disruption has created an environment in which customer and competitive change are happening at much faster rates, leading stakeholders to increase their demands for more innovative, agile,...

• Downloads: 211
• Rating:

For Customer Insights Professionals

Report:End-Of-Life: The Forrester Wave™ EFM Satisfaction And Loyalty Solutions

After evaluating two categories of enterprise feedback management (EFM) vendors in Q3 2011, Forrester will no longer cover the vendor market landscape in the same way. This report explains why the...

• Downloads: 74

For Customer Experience Professionals

Report:Facing A CSAT Crisis? Use Forrester's ALARM Research Methodology

Process For Market Insights Professionals To Quickly Identify Drivers Of And Solutions To Customer Satisfaction And Sales Issues

Market insights professionals often get confronted with requests for immediate insights when things don't go as planned with customers. This can be something like declining Net Promoter or...

• Downloads: 175

For Marketing Leadership Professionals

Report:How To Incorporate Social Media In Market Insights

Bringing Social Intelligence Into The Research Fold

Social media is here to stay, and the world of market research cannot ignore it any longer. Yet while most market insights professionals are interested in the concept of using social media as a...

• Downloads: 1172

For Customer Insights Professionals

Report:Empower Market Insights With The Right Technology

Tools And Technology: The Market Insights Optimization Playbook

With ballooning (big) data sources, a need to mine more valuable nuggets from this data, pressure to deliver insights more frequently, and stakeholders that you need to "wow" with deliverables,...

• Downloads: 172

Report:Customer Service Organizations Leverage Enterprise Feedback Management For Success

Customer Experience Professionals' Introduction To Enterprise Feedback Management Vendors

Customers know what good service is, and demand it from each interaction they have. More often than not, they are disappointed — and are quick to voice this disappointment. Customer service...

• Downloads: 260

For eBusiness & Channel Strategy Professionals

Survey:European Technographics® Consumer Technology Online Survey, Q4 2011

The European Technographics Consumer Technology Online Survey, Q4 2011, surveyed 13,000 respondents in the seven markets of France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK. This...

For Customer Insights Professionals

Report:A Market Insights Professional's Introduction To European Information And Communications Technology Market 2011 To 2012

Is there a uniform European market for information and communications technology (ICT) solutions? Many organizations approach Europe as one region, often combined with the Middle East and Africa (the...

• Downloads: 324

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 Marketing Leadership Professionals

Report:The Mobile Mind Shift Index

Measuring And Analyzing The Shift In Consumers' Expectations

Six years into the smartphone transition, customers are making a mobile mind shift. The shifted customer expects that any desired information or service is available on any appropriate device, in...

• Downloads: 359
• Rating:

For Customer Experience Professionals

Report:2013 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

• Downloads: 1305
• Rating:

For Customer Insights Professionals

Report:Business Metrics That Market Insights Teams Should Start Tracking Now

The Most Important Metrics And How To Use Them To Show The Value-Add Of Market Insights

Market insights professionals can potentially track hundreds of metrics, but which ones are the most important and will provide the best visibility into the health of the business? In this report,...

• Downloads: 384

For Customer Experience Professionals

Report:Where To Find Help For Interactive Design Projects In Europe, 2011

European Interactive Agencies Report Their Capacity, Budget, And Industry Capabilities

Companies seeking agency partners in Europe find it challenging to identify the best agencies to meet their needs. To kick-start the vendor selection process, Forrester gathered self-reported data...

• Downloads: 216

For Marketing Leadership Professionals

Report:Segmenting Chinese Mobile Phone Users

A Technographics® Data Essentials Document

Mobile phones are an integral part of day-to-day life for most Chinese consumers. But not everyone uses their phone in the same way nor is similarly attached to their phone. Forrester's analysis of...

• Downloads: 27

For Customer Insights Professionals

Report:Evolve Your Market Insights Maturity Now!

Strategic Plan: The Market Insights Optimization Playbook

Market insights professionals want to evolve and be able to add higher value and influence, if not drive, business success. Evolution, though, requires a strong strategic plan, rationalizing scarce...

• Downloads: 188

For eBusiness & Channel Strategy Professionals

Report:Global Financial Behaviors, 2012

Global Consumer Technographics®

There are significant differences in the way that people access and manage their finances globally. Online banking is common among online consumers in the US, Europe, and metropolitan areas in Asia...

• Downloads: 42

For Customer Insights Professionals

Report:Best Practices: Combining Mobile Behavioral Tracking Studies With Qualitative Insights

Seven Best Practices For Successfully Using A Market Research Online Community For Behavioral Tracking

Several market research online community (MROC) providers and client-side researchers are pushing the envelope with their communities and panels, using them as a platform for testing emerging...

• Downloads: 177

For Marketing Leadership Professionals

Report:Balance User Needs With Business Goals

Strategic Plan: The Email Marketing Playbook

This report articulates a strategic plan for how interactive marketers can improve their email programs today and create humanized, integrated messages in the future. We recommend marketers build...

• Downloads: 249

For Marketing Leadership Professionals

Report:Updated Q3 2010: The Consumer Product Strategist's Guide To Segmentation Analysis

Don't Leave Segmentation To The Market Research Department Alone

Early last year, we introduced consumer product strategy (CPS) pros to the power of segmentation analysis. We found that designing new products, innovating existing products, and messaging their...

• Downloads: 683

For Customer Insights Professionals

Report:Identify Your Market Insights Maturity

Assessment: The Market Insights Optimization Playbook

To ensure that stakeholders have the information they need to succeed — if not survive — in an age of customer power and heightened competitive disruption, market insights professionals...

• Downloads: 204

For Customer Experience Professionals

Report:The State Of The Art Of Personas

Personas Have Evolved To Support Differentiated Customer Experience Design In The Age Of The Customer

Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dismissed...

• Downloads: 759
• Rating:

For Marketing Leadership Professionals

Report:US Online Hispanics: A Demographic Overview

North American Technographics®

This demographic overview highlights the unique behaviors and attitudes that characterize US online Hispanics compared with their non-Hispanic peers. US online Hispanics lead the way in mobile device...

• Downloads: 61

For eBusiness & Channel Strategy Professionals

Report:Community Speaks: A Look Into Consumers' 2012 Holiday Season Shopping Habits

A Forrester Technographics Digital Consumer Community Report

In recent years, we have seen a continued increase in online shopping around the holidays. Forrester's US Online Holiday Retail Forecast, 2012 again showed an increase in consumer spending; online...

• Downloads: 6