Forrester

For Marketing Leadership Professionals

Tool:CQ Scorecards For Green Commuting Options

For Marketing Leadership Professionals

Report:The Convenience Quotient Of Green Commuting

Lessons For Consumer Product Strategy Professionals

See many hybrid vehicles while driving to work? No? These cars have been sold for more than 10 years, yet adoption is still low. Using our Convenience Quotient methodology, we looked at the concept...

• Downloads: 220

For Customer Experience Professionals

Tool:Better Customer Experience Drives Millions In Revenue Benefit Across Industries

For Customer Experience Professionals

Tool:Consumer Satisfaction With Phone Experiences At 69 Companies

For Marketing Leadership Professionals

Tool:Convenience Quotient Results For Green Commuting

For Customer Experience Professionals

Tool:Satisfaction With Phone Interactions Varies Widely In Some Industries

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Retention

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Financial Services Affluent Survey 2013

Forrester conducted an online survey fielded in January 2013 of 1,051 affluent US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 1,051), there is 95%...

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Omnibus Mail Survey, Q2 2010 (US)

Forrester conducted a mail survey fielded in May and June 2010 of 10,116 US households and individuals ages 18 and older. For results based on a randomly chosen sample of this size (N = 10,116),...

For Marketing Leadership Professionals

Report:Phone-Based Navigation Continues To Grow Rapidly In 2010

In May 2009, Forrester predicted that, while a growing number of consumers would embrace navigation solutions, the phone would be the most widely used tool for navigation by 2013. Our most recent...

• Downloads: 317

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Online Benchmark Survey (Part 2), Q3 2012 (US, Canada)

Forrester conducted an online survey fielded in May and June 2012 of 30,978 US and 2,032 Canadian online adults ages 18 to 88. For results based on a randomly chosen sample of this size (N = 30,978...

For CMO Professionals

Report:The Marketing Case For A Branded Sales Channel

Marketers Must Look Beyond Incremental Sales And Margins To Assess The Full Impact Of A Direct Sales Channel

Every product category has a set of competitors that have a branded route to the customer — such as The Body Shop in cosmetics, Gap in apparel, and Apple in consumer electronics — while...

• Downloads: 170

For eBusiness & Channel Strategy Professionals

Report:Insurance eDelivery Adoption Has Room For Growth

Auto And Home Insurance Firms Should Refurbish eDelivery Strategies

Paper bills, statements, and policies are a costly and unnecessary expenditure in the auto and homeowner insurance industry. Although it is idealistic at best to think that eBusiness teams at...

• Downloads: 515

For Customer Experience Professionals

Tool:Satisfaction With Phone Interactions Varies Widely In Some Industries

For Sourcing & Vendor Management Professionals

Report:Case Study: HP Leverages Software Assets To Deliver Business Innovation To Automakers

Global automotive markets are being transformed by the combined effects of environmental concerns, the fast growth of emerging markets, and changing consumer behavior. In particular, the automotive...

• Downloads: 115
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For Customer Experience Professionals

Tool:Change In Satisfaction With Phone Interactions Between 2008 And 2010

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Retail Online Survey, Q3 2010 (US)

Forrester conducted an online survey fielded in August and September 2010 of 4,711 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N=4,711), there is 95%...

For Customer Experience Professionals

Report:The Customer Experience Index, 2012

Benchmarks: The Experience-Driven Organization Playbook

This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Downloads: 2795
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For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Customer Experience Online Survey, Q4 2010 (US)

Forrester conducted an online survey fielded in November 2010 of 7,728 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 7,728), there is 95% confidence...

For eBusiness & Channel Strategy Professionals

Report:US Online Insurance Forecast, 2010 To 2015

US Online Insurance Sales Will Grow Steadily Through 2015

In 2010, online motor and home insurance sales in the US grew to $8.4 billion, which represents less than a 4% share of insurance sales in these two categories. What's behind that online single-digit...

• Downloads: 984

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Downloads: 1573

For Marketing Leadership Professionals

Tool:Mass Influencers' Influence Is Not Just Online But Offline As Well

For Customer Experience Professionals

Report:The Customer Experience Index, 2011

Consumers Rate The Customer Experience Across 153 Large US Brands

To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Customer...

• Downloads: 2601

For Marketing Leadership Professionals

Report:Pricing As A Strategic Competency

Why Price Needs To Become More Than Just A Number For Product Strategists

Price can no longer be just a number for product strategists. Pricing now needs to become a strategic competency that affects every aspect of product strategy, from the business model to the nature...

• Downloads: 597

For Marketing Leadership Professionals

Report:Three Ways To Find, Create, And Energize Advocates

Promote, Find, And Attract The Mass Influencers Who Matter

Fans and followers are helpful for brands, but the people who bring the greatest value in social media are not just fans but advocates — people who can and will support, engage, and share...

• Downloads: 1022