Forrester

For CIO Professionals

Tool:Assessing Process Readiness

For CIO Professionals

Tool:Assessing Technology Readiness

For CIO Professionals

Tool:A Sample Readiness Assessment

For Marketing Leadership Professionals

Tool:Mass Influencers Have More Trust in Company And Brand Communications

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 Enterprise Architecture Professionals

Report:Identify How BPM Can Improve Your Organization

Business process management (BPM) attempts to alleviate problems around productivity bottlenecks, customer channel integration, cycle time reduction, and customer service improvement. But while those...

• Downloads: 742

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

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

• Downloads: 666
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For Customer Experience Professionals

Report:Want Loyalty? Improve Your Call Center Customer Experience

Call Center Satisfaction Ties To Loyalty Across 11 Industries

Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

• Downloads: 827

For Application Development & Delivery Professionals

Report:Measure The Business Impact Of Improved App Strategy

Business Case: The Business Applications Playbook

This report outlines the business case component of Forrester's solution for application development and delivery (AD&D) professionals working on business applications strategy. If you're debating...

• Downloads: 365
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For Customer Experience Professionals

Tool:Forrester's Web Site Brand Experience Review Criteria And Scoring

For Marketing Leadership Professionals

Report:Case Study: Best Buy's Retailer-Led Product Strategy

Retailers Can Act As Consumer Product Strategists, Too

Most retailers sell other companies' goods; on occasion, they will sell products developed by others but branded as their own. Best Buy does both of those things, but the company has also done...

• Downloads: 557
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For Marketing Leadership Professionals

Report:Welcome To The Multidevice, Multiconnection World

Product Loyalty's New Calculus

Connectivity is becoming a default feature in a diverse range of consumer products, from portables like tablets and eReaders to TVs and Blu-ray players. As the cost of adding connectivity to devices...

• Downloads: 1421

For Sourcing & Vendor Management Professionals

Report:Case Study: Manufacturer Will Consolidate Global Telecom With A Telco Integrator

Building Contingencies Ensures Price Competitiveness And Provider Innovation

A US-headquartered global consumer manufacturing firm recently asked Forrester to review its global telecom sourcing strategy with the aim of helping it balance opportunities against risks associated...

• Downloads: 302

For Marketing Leadership Professionals

Tool:Scores Vary Significantly By Industry Vertical

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: 852

For Customer Experience Professionals

Tool:Overall Results Of Brand Experience Reviews Of Five Top Auto Manufacturers' US Sites

For Enterprise Architecture Professionals

Tool:Top Challenges Are Creating A Road Map, Evangelizing, And Ensuring A Customer Focus

For Customer Insights Professionals

Report:Investing In Marketing's Technology Future

How CI Can Use Technology To Drive Competitive Advantage

Marketers require ever more technology to capture, integrate, analyze, and apply customer data to marketing programs. Forrester recommends that marketers establish an enterprisewide marketing...

• Downloads: 637
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For CIO Professionals

Report:Cloud Computing In Australia And New Zealand 2010: End User Adoption Trends

This document provides an overview of cloud computing in Australia and New Zealand for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and challenges,...

• Downloads: 26

For Application Development & Delivery Professionals

Tool:Of Respondents With A CIS, More Than 90% Reported That They Use It To Support EDI

For eBusiness & Channel Strategy Professionals

Report:How To Prepare For Mobile Total Product Experiences

Designing For Mobile In The Era Of Experience

Mobile is the most transformational technology since the Internet. The phone has evolved from a single-purpose handset offering telephony services over copper wires to a wireless handheld computer...

• Downloads: 1271

For CIO Professionals

Tool:North America And Europe Allocate IT Budget Similarly

For Marketing Leadership Professionals

Tool:All Ages Express Growing Concern About The Environment

For Sourcing & Vendor Management Professionals

Report:India Data Center Study: End User Result Analysis

This report provides a comprehensive background of India's data center market dynamics from the end user perspective so vendor strategists can address market opportunities more successfully and...

• Downloads: 44