Social Media

Also referred to as Web 2.0, this term describes the convergence between human interaction and Internet-based groundswell technologies such as mobile and video (e.g., Facebook, Twitter, and YouTube, etc.). Research coverage includes user-generated content and rich Internet applications.

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128 results in Reports

  • Past 12 months
  • Measurement
  • For Application Development & Delivery Professionals

    Report:Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer service...

    • Downloads: 1382
  • For Analyst Relations Professionals

    Report:Forge Valuable AR Programs With FIAR

    Strategic Plan: The Industry Analyst Relations Playbook

    Analyst relations (AR) managers need to know how to prove the value of their AR programs. Unfortunately, many struggle because they didn't build plans to deliver business value, and they now rely on...

    • Downloads: 1188
  • For eBusiness & Channel Strategy Professionals

    Report:2015 European Mobile Banking Functionality Benchmark

    CaixaBank Tops Our Review Of European Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking offerings of 13 banks across Europe using 41 criteria. While all of the European banks deliver the...

    • Downloads: 220
  • For Infrastructure & Operations Professionals

    Report:Develop Infrastructure Metrics Using The Balanced Scorecard

    Performance Management: The Infrastructure Transformation Playbook For 2015

    This report outlines Forrester's solution for developing effective objectives and metrics to measure and transform your infrastructure practice and strengthen your business technology (BT) agenda....

    • Downloads: 1130
  • For Security & Risk Professionals

    Report:Use Commercial IAM Solutions To Achieve More Than 100% ROI Over Manual Processes

    Business Case: The Identity And Access Management Playbook

    Security and risk (S&R) executives responsible for identity and access management (IAM) must manage access to sensitive applications and data without inhibiting business agility, compromising...

    • Downloads: 894
  • For Security & Risk Professionals

    Report:Develop Mobile Security Metrics With Forrester's Tech Management Balanced Scorecard

    Performance Management: The Mobile Security Playbook

    Leading technology management organizations use Kaplan and Norton's Balanced Scorecard (BSC) as a framework for measuring performance and for selecting metrics that demonstrate business value....

    • Downloads: 126
  • For B2C Marketing Professionals

    Report:The App Engagement Index

    Using Behavioral Tracking To Measure Engagement Levels For Media And Communication Apps

    In this report, we introduce Forrester's App Engagement Index, a framework that evaluates media, communications, and entertainment apps based on key behavioral metrics: popularity, audience...

    • Downloads: 240
  • For Security & Risk Professionals

    Report:Measure The Effectiveness Of Your Security Operations

    Performance Management: The Security Architecture And Operations Playbook

    Information security programs have struggled with legitimacy with senior leaders for a long time. There are many reasons for this, but the root cause is the historical inability of CISOs to explain...

    • Downloads: 1089
  • For B2C Marketing Professionals

    Report:Brief: With Exelate Acquisition, Nielsen Recognizes TV's Impending Addressable Future

    TV audiences are splintering across multiple devices; streaming platforms are becoming increasingly available; and the innovation brought on by dynamic ad insertion technologies is finally allowing...

    • Downloads: 118
  • For CIO Professionals

    Report:The Canadian Tech Market Outlook For 2015

    Canadian Firms Continue To Lag Behind Their US Counterparts In Both BT And IT Spending

    Canadian CIOs need to be more aggressive in pushing for tech spending increases in 2015. At a time when firms in the US are expanding technology expenditures — especially on business technology...

    • Downloads: 163
  • 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: 704
  • For Analyst Relations Professionals

    Report:Industry Analyst Relations And Insight

    Insight: The Industry Analyst Relations Playbook

    Insight is analyst relations' (AR's) forgotten child, almost always playing second fiddle to the influence operation by which vendors commonly gauge AR's worth. However, AR spends more of its budget...

    • Downloads: 131
  • For CIO Professionals

    Report:Forrester's Technology Management Leadership Maturity Model, 2015

    Forrester's Technology Management Leadership Maturity Model consists of four domains (leadership, strategy and planning, service design, and service delivery). We designed this model to provide a...

    • Downloads: 51
  • For Analyst Relations Professionals

    Report:AR's Graveyard: Unmet Sales Commitments

    The proportion of industry analyst relations (AR) people we survey and who commit to supporting sales has never risen above 50% since 2007. But poor sales results threaten to undermine AR's corporate...

    • Downloads: 272
  • For Infrastructure & Operations Professionals

    Report:Develop Your Infrastructure And Operations Transformation Strategy Now

    Strategic Plan: The I&O Transformation Playbook

    Constant advances at a relatively low cost means that technology can now focus on the most important part of the business: the customer. Previous technology cycles focused on internal productivity...

    • Downloads: 413
  • For Customer Experience Professionals

    Report:Beyond Surveys: New Tools For More Effective CX Measurement

    Structured surveys are the mainstay of customer experience (CX) measurement programs. Despite their advantages, surveys fall short in ways that can leave gaps in the insight that CX professionals...

    • Downloads: 402
  • For Customer Insights Professionals

    Report:Q&A: Four Social Intelligence Myths That Keep You From Success

    Analyzing social data is difficult and confusing, even for customer insights (CI) pros who spend most of their time doing just that. Most social intelligence practices are several years into...

    • Downloads: 61
  • For Application Development & Delivery Professionals

    Report:Grow Your Business And Compete By Creating A Winning Business Intelligence Strategy

    Executive Overview: The Business Intelligence Playbook

    All modern enterprises and organizations are drowning in huge oceans of data. It's a double-edged sword, however. On the one hand, having and using this wealth of data can mean the difference between...

    • Downloads: 269
  • For Application Development & Delivery Professionals

    Report:Measuring Mobile Apps

    Performance Management: The Mobile App Development Playbook

    When beginning to build and deploy mobile apps, development teams quickly discover that they need to deliver new versions and updates much faster: eight to 12 times a year or more. Mobile performance...

    • Downloads: 1128
  • For Analyst Relations Professionals

    Report:Industry Analyst Relations And Influence

    Influence: The Industry Analyst Relations Playbook For 2015

    Most valuable AR programs rely, sometimes exclusively, on analysts enhancing the commercial fortunes of the vendors by influencing marketplace players like buyers, partners, journalists, and...

    • Downloads: 479
  • For Infrastructure & Operations Professionals

    Report:Develop Your Workforce Enablement Balanced Scorecard

    Performance Management: The Workforce Enablement Playbook

    This report outlines Forrester's solution for developing effective metrics to measure the performance of your workforce enablement initiatives. Identifying and implementing a comprehensive, relevant...

    • Downloads: 376
  • For Application Development & Delivery Professionals

    Report:Optimize Long-Term Application Effectiveness And Value

    Effectiveness: The Business Applications Playbook

    Firms invest millions in application software — money that they might otherwise invest in new sales and distribution partnerships or new plants and machinery. Traditional arguments about...

    • Downloads: 247
  • For CIO Professionals

    Report:Develop Broad Tech Management Capabilities To Accelerate Your BT Agenda

    Assessment: The Business Technology Agenda Playbook

    The age of the customer is redefining how technology is used, which is transforming how tech is managed — and how the CIO's organization is structured and operates, especially relative to...

    • Downloads: 319
  • For Customer Experience Professionals

    Report:How B2B Companies Make The Case For Customer Experience

    Build A Burning Platform To Spark Action

    Customer experience (CX) professionals at business-to-business (B2B) companies face B2B-specific challenges that make it hard to justify investing in CX. Obstacles range from a lack of sufficient...

    • Downloads: 232
  • For Infrastructure & Operations Professionals

    Report:Develop Cloud Metrics Using The Balanced Scorecard

    Performance Management: The Cloud Computing Playbook

    This report outlines the performance management of Forrester's solution for I&O professionals working on developing effective objectives and metrics for their organization's cloud strategy. Crafting...

    • Downloads: 1370