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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Market Imperatives




126 results in Reports

  • Past 12 months
  • Measurement
  • 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: 1208
  • 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: 497
  • For Security & Risk Professionals

    Report:Measure The Effectiveness Of Your Data Privacy Program

    Performance Management: The Data Security And Privacy Playbook

    Privacy is one of the most important and emotional issues in information security. Privacy, or the lack thereof, affects a company's management, employees, and most importantly, customers. With the...

    • Downloads: 657
  • For Analyst Relations Professionals

    Report:Target Industry Analyst Relations With Achievable Metrics

    Benchmarks: The Industry Analyst Relations Playbook

    Myriad options puzzle industry analyst relations (AR) professionals as they try to measure the value they bring to high-tech vendors and to deliver consistently against related targets. A Forrester...

    • Downloads: 602
  • For Infrastructure & Operations Professionals

    Report:The Forrester Cloud Computing Maturity Assessment: Q2 2015

    This tool accompanies the assessment report in the cloud computing playbook. It offers clients the ability to measure their own cloud maturity.

    • Downloads: 59
  • For Application Development & Delivery Professionals

    Report:The State Of Digital Experience Delivery, 2015

    Benchmarks: The Digital Experience Delivery Playbook

    Forrester recently surveyed 135 technology, marketing, and business professionals with decision-making roles in customer-facing web and mobile experience delivery to ask about their strategies for...

    • Downloads: 330
  • For Customer Experience Professionals

    Report:How Journey Maps Improve CX Measurement Efforts

    Performance Management: The Digital Customer Experience Improvement Playbook

    Even some well-established customer experience (CX) measurement programs aren't able to measure the health of end-to-end experiences that cross touchpoints as customers pursue a goal. Customer...

    • Downloads: 487
  • For Security & Risk Professionals

    Report:Develop Effective Security Metrics

    Performance Management: The S&R Practice Playbook

    Establishing meaningful security metrics is a key initiative for chief information security officers (CISOs) today, and for nearly all of them, it's a struggle. Some CISOs use a broad brush approach,...

    • Downloads: 2730
  • For Customer Insights Professionals

    Report:Inject Digital Engagement With Intelligent Measurement

    Performance Management: The Digital Intelligence Playbook

    Customer insights (CI) professionals have an abundance of data resources and technology at their disposal to measure digital customer interactions. But the truth is many fail to translate measurement...

    • Downloads: 743
  • 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: 328
  • For Customer Experience Professionals

    Report:The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

    • Downloads: 229
  • For CIO Professionals

    Report:Benchmark The Use Of Your Social Business And Collaboration Systems

    Benchmarks: The Social Business And Collaboration Playbook

    Social business and collaboration (SBC) takes place independently of any specific technology, tool, or service. However, evolving social business tool sets alter the nature and scale of SBC...

    • Downloads: 655
  • 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: 713
  • For B2C Marketing Professionals

    Report:Search Marketing Metrics Are Too Much And Not Enough

    Performance Management: The Search Marketing Playbook

    Marketing leaders struggle to gain insights from the muck of search marketing metrics they track. In this report of the search marketing playbook, we organize metrics to help create order and...

    • Downloads: 501
  • For Application Development & Delivery Professionals

    Report:Get Ready For BI Change

    Continuous Improvement: The Business Intelligence Playbook

    Market conditions are changing quickly; firms need to make the best possible business decisions at the right time and base them on timely, accurate, and relevant information from business...

    • Downloads: 686
  • For Security & Risk Professionals

    Report:Build The Business Case For GRC

    Business Case: The Governance, Risk, And Compliance Playbook

    As governance, risk, and compliance (GRC) programs mature, the return on investment (ROI) risk professionals drive from committed resources to GRC are drawing increasing levels of attention from...

    • Downloads: 1434
  • For eBusiness & Channel Strategy Professionals

    Report:2015 US Small Business Insurance Digital Sales Functionality Benchmark

    The Hartford Leads Our First Review Of US Small Business Insurer Digital Sales Functionality

    The US economy is booming, and so is small business growth. And as businesses grow, so does their need for business insurance. How effective are small business insurance websites when it comes to...

    • Downloads: 183
  • For Enterprise Architecture Professionals

    Report:Build Your Strategy To Transform EA

    Strategic Plan: The EA Practice Playbook

    Many enterprise architecture (EA) teams strive to be more business-focused and strategically engaged — what Forrester refers to as high-performance EA. But getting there isn't easy. It may...

    • Downloads: 1137
  • For B2C Marketing Professionals

    Report:The Right Way To Measure Social Marketing

    Performance Management: The Social Marketing Playbook

    Measurement remains social marketers' no. 1 challenge — and too often, the metrics that marketers use harm their understanding of performance rather than help it. This report explains the two...

    • Downloads: 203
  • 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: 435
  • 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: 1387
  • For Customer Experience Professionals

    Report:Does Customer Experience Really Drive Business Success?

    The Relationship Between Superior Customer Experience And Growth

    It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

    • Downloads: 627
  • 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: 1412
  • For B2B Marketing Professionals

    Report:Quantify The Business Value Of Sales Enablement Automation

    Sales enablement (SE) automation initiatives must invariably answer the question, "What will we get for our money?" Sales enablement pros who lead these projects must build business cases correctly...

    • Downloads: 116
  • For eBusiness & Channel Strategy Professionals

    Report:2014 US Bank Digital Sales Benchmark

    Bank Of America Tops Our Review Of US Banks' Sales Functionality

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest retail banks in the US. This benchmark covers 36 criteria across four categories...

    • Downloads: 352