Latest Research

  • For CIO Professionals

    REPORT: Business Platform Vendors Step Up To Accelerate Software-Based Transformation

    Software Companies Now Offer Digital Transformation Consulting

    February 19, 2019 Nigel Fenwick

    Forrester's Now Tech research on transformation accelerators highlights services firms with the capabilities to help CIOs and CDOs effectively scale local innovation and deliver enterprisewide digital transformation to create new business models. But the market for acceleration services also extends into an ecosystem of software platform vendors. Three platform vendors are already stepping up to offer customers accelerator advisory services.

  • For Application Development & Delivery Professionals

    REPORT: Quantifying The Business Value Of SaaS

    Business Case: The SaaS Transformation Playbook

    February 15, 2019 Liz Herbert, Adam Schlegel

    Software-as-a-service (SaaS) continues to grow in popularity across every type of enterprise application. And SaaS purchases can be both expensive and mission-critical — putting more pressure on potential buyers to create a formal business case. This report for application development and delivery (AD&D) professionals looks at the longer-term impact of replacing an on-premises application with SaaS and includes models for CRM and ERP. This is an update of a previously published report.

  • For B2C Marketing Professionals

    REPORT: Now Tech: Real-Time Interaction Management, Q1 2019

    Forrester's Overview Of 42 RTIM Providers

    January 11, 2019 Rusty Warner

    B2C marketers can use real-time interaction management (RTIM) offerings to orchestrate contextually relevant customer experiences (CX), address customer expectations for mutual value exchanges with their brand, and align marketing with all of their firms' customer-facing functions. But to access these benefits, you'll first have to select from a diverse set of vendors that vary widely. Use Forrester's Now Tech report to understand the value you can expect from a RTIM provider and select vendors based on size and functionality.

  • For Customer Experience Professionals

    REPORT: Case Study: How Salesforce Built A Highly Effective Customer Success Organization

    Salesforce's Customer Success Group Is A Manifestation Of The Tech Giant's Values

    January 4, 2019 TJ Keitt

    From Salesforce's inception, its co-CEO Marc Benioff has focused the business on making its clients successful. To fulfill this mission, the tech giant built the Customer Success Group (CSG), an organization designed to ensure Salesforce's clients get value from the products and services they buy. This report details for customer experience (CX) pros how CSG manages its customers' experience, helping delight clients and drive business growth.

  • For Customer Experience Professionals

    REPORT: How To Build The Right Portfolio Of Customer Success Services

    Customer Success Management Requires More Than Just A Handful Of Dedicated Success Managers

    January 4, 2019 TJ Keitt

    Customer success management (CSM) keeps clients of B2B businesses on the path to renewal. Customer success managers are the clients' guides in this process, but they are merely one component in the portfolio of CSM services that keep clients on the right track. This report outlines the full range of customer success services and shows customer experience (CX) professionals how they can help their businesses develop their own services.

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