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.

Refine your results

Role

Methodology

Industry

Topics

Market Imperatives

Region

Vendor

Analyst

133 results in Reports

  • Past 12 months
  • Measurement
  • For eBusiness & Channel Strategy Professionals

    Report:Get Your B2B eCommerce Metrics Right

    Performance Management: The B2B eCommerce Playbook

    Business-to-business (B2B) companies face a daunting yet critical task: accurately measuring and reporting the impact that digital channels have on sales, service, loyalty, and operations. Factor in...

    • Downloads: 963
  • 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: 683
  • For Application Development & Delivery Professionals

    Report:Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook For 2015

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. In addition to...

    • Downloads: 2224
  • For Infrastructure & Operations Professionals

    Report:Can You Meet The I&O Transformation Challenge?

    Benchmarks: The I&O Transformation Playbook

    We're at the beginning of a new era in digital technologies, very much like what IT went through in the mid-1990s. New technologies abound: Some will dominate the future market, and some will not. At...

    • Downloads: 198
  • 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: 537
  • For Customer Insights Professionals

    Report:Where Are You On The Road To Customer Insights Maturity?

    Gone are the days when customers expect you to just meet their needs. Today, they expect you to anticipate their needs, wherever and whenever they interact with you. Doing that requires customer...

    • Downloads: 969
  • For eBusiness & Channel Strategy Professionals

    Report:2015 Canadian Bank Digital Sales Functionality Benchmark

    Royal Bank Of Canada Widens Its Lead On The Competition

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest retail banks in Canada — Bank of Montreal (BMO), Canadian Imperial Bank of Commerce...

    • Downloads: 137
  • For Application Development & Delivery Professionals

    Report:Build The Right Things Better And Faster With Modern Application Delivery Metrics

    Performance Management: The Modern Application Delivery Playbook

    Modern application delivery leaders realize that their primary goal is to deliver value to the business and its customers, faster. For many, this is a significant shift from the past, when they...

    • Downloads: 379
  • For eBusiness & Channel Strategy Professionals

    Report:The Retail eCommerce Metrics That Matter

    Performance Management: The Retail eCommerce Playbook

    To achieve key business goals — such as increasing retail sales both online and offline — retail eCommerce executives need to ensure that they have the right metrics in place. These metrics should...

    • Downloads: 1621
  • For eBusiness & Channel Strategy Professionals

    Report:2015 US Mobile Banking Functionality Benchmark

    There Is No Clear Leader In US Mobile Banking

    For eBusiness and channel strategy leaders at banks, success in mobile banking is a moving target: Customers' needs and behaviors are constantly changing, while their expectations keep rising. We...

    • Downloads: 485
  • For eBusiness & Channel Strategy Professionals

    Report:Use Analytics To Create Mobile Best Practices

    Continuous Improvement: The Mobile eBusiness Playbook

    Few digital business professionals use mobile to transform customer experiences. They too often approach the use of mobile with the question, "What should I do?" rather than, "How should I do it?"...

    • Downloads: 375
  • For Application Development & Delivery Professionals

    Report:Establish Ongoing Processes To Assess Your Business Intelligence Maturity

    Assessment: The Business Intelligence Playbook

    Forrester's business intelligence (BI) maturity self-assessment model helps application development and delivery (AD&D) professionals assess the maturity of their current BI environments. It also...

    • Downloads: 888
  • For Application Development & Delivery Professionals

    Report:The Business Impact Of Digital Experience Technology Is Profitable Growth

    Business Case: Digital Experience Delivery Playbook

    Armed with the methods in this report, application development and delivery (AD&D) professionals can help their companies link digital experience strategy to the technology road map. First, assess...

    • Downloads: 220
  • For Infrastructure & Operations Professionals

    Report:Forrester's Workforce Enablement Assessment Framework

    Forrester's workforce enablement assessment framework consists of four workforce enablement (WE) domains (oversight, technology, process, and people) and 48 WE functions. This abbreviated version of...

    • Downloads: 48
  • For Enterprise Architecture Professionals

    Report:Time For Integrated Strategic Planning

    Strategic Plan: The Strategic Planning And Portfolio Playbook

    2015 is bringing the obsession with customer experience to a new level. Business and technology leaders agree that it is among their top goals; however, conflicting priorities and narrow viewpoints...

    • Downloads: 1043
  • For B2C Marketing Professionals

    Report:Evaluate Your Marketing Performance Measurement Maturity

    Assessment: The Marketing Measurement And Insights Playbook

    Enterprises constantly ask their B2C marketing professionals to measure the impact of marketing and media campaigns against key metrics. To ensure that they can do this successfully, B2C marketers...

    • Downloads: 965
  • For CIO Professionals

    Report:Forrester's New Tech Management Balanced Scorecard

    Performance Management: The Business Technology Agenda Playbook

    Forrester developed its IT Balanced Scorecard for CIOs almost a decade ago, based on the original Balanced Scorecard framework proposed by Robert S. Kaplan and David P. Norton. Over the years, we...

    • Downloads: 1072
  • For Infrastructure & Operations Professionals

    Report:Brief: Smart Body, Smarter Workforce

    How To Drive Worker Productivity By Quantifying The Workforce

    Infrastructure and operations (I&O) leaders are responsible for deploying, managing, and supporting the devices and software that enable a workforce to successfully serve customers. Today, there's a...

    • Downloads: 135
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile Mind Shift Maturity Framework

    Assessment: The Mobile eBusiness Playbook

    Few companies have adapted to the mobile mind shift. Many don't have the resources, budget, and organization to make the shift. This document will help eBusiness and channel strategy professionals...

    • Downloads: 465
  • For Application Development & Delivery Professionals

    Report:Use Modern Benchmarking For Modern Application Delivery

    Benchmarks: The Modern Application Delivery Playbook

    As firms face growing competition for customers, they naturally seek to compare themselves to their peers and competitors, but there is a trap: Leaders don't compare themselves with competitors but...

    • Downloads: 184
  • For eBusiness & Channel Strategy Professionals

    Report:2015 Canadian Mobile Banking Functionality Benchmark

    CIBC And Scotiabank Lead With Enhancements To Account Management Tools, Service Features, And Marketing

    Competition in the Canadian mobile banking space is heating up: All of the big five banks have rolled out new features and tools in the past year, while some like TD Canada Trust have launched...

    • Downloads: 283
  • For Enterprise Architecture Professionals

    Report:The 10 Key Attributes That Reveal Your ECM Maturity Level

    Assessment: The Enterprise Content Management Playbook

    This report provides a framework for EA professionals to assess their organization's content management maturity, identify capability gaps, and plot a course for program improvement. Programs led...

    • Downloads: 775
  • For Security & Risk Professionals

    Report:Remove The Mystery From Security Metrics

    Performance Management: The S&R Practice Playbook

    Difficulty creating meaningful metrics persists for chief information security officers (CISOs) despite a decade of discussion. But without good metrics, the security organization can't hope to...

    • Downloads: 2998
  • For Application Development & Delivery Professionals

    Report:Brief: Three Key Practices To Succeed With Speech Analytics

    Use These Methods To Improve Vendor Selection, Drive Quicker ROI, And Organize For A Successful Program

    Instead of letting old recordings of customer service calls sit in a dusty vault, many enterprises have started to investigate speech analytics tools that promise to turn those recordings into...

    • Downloads: 82
  • For Infrastructure & Operations Professionals

    Report:Brief: Ignite Your Workforce Experience With Your Service Desk

    How To Measure Your Workforce Experience In The Future

    Ensuring a positive service desk experience means minimizing the effort that your workforce expends to get help. Don't make employees jump through hoops to reach you because you're too focused on...

    • Downloads: 106