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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131 results in Reports

  • Past 12 months
  • Measurement
  • 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: 374
  • For eBusiness & Channel Strategy Professionals

    Report:Understand The Metrics That Drive Global eCommerce Success

    Benchmarks: The eCommerce Globalization Playbook

    Online businesses recognize that not only is the global eCommerce opportunity massive, but a global presence is necessary to be competitive in today's retail landscape. One of the major hurdles...

    • Downloads: 521
  • For CIO Professionals

    Report:The 2016 Guide To Digital Predators, Transformers, And Dinosaurs

    Benchmark: The CIO Digital Business Transformation Playbook

    Getting to digital mastery is a challenge for every company. But some companies understand digital business better than others. This data-laden report identifies Digital Predators, Transformers, and...

    • Downloads: 253
  • For CIO Professionals

    Report:Begin Your Journey To Digital Mastery

    Road Map: The CIO Digital Business Transformation Playbook

    The journey to digital mastery is continuous, and — no matter your firm's starting point — as a CIO, you play a pivotal role in helping your company achieve digital mastery and preventing it from...

    • Downloads: 451
  • For eBusiness & Channel Strategy Professionals

    Report:The Digital Maturity Model 4.0

    Benchmarks: Digital Business Transformation Playbook

    You know your firm needs to transform to place digital at the heart of its business strategy. But as a digital business leader, where do you start? Where do you focus your efforts? And as your firm...

    • Downloads: 530
  • 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: 987
  • For Infrastructure & Operations Professionals

    Report:CALMSS: A Model For Assessing Modern Service Delivery

    DevOps experts have been using the CALMS (culture, automation, Lean, measurement, and sharing) model to describe changes an organization must undergo to achieve successful modern service delivery...

    • Downloads: 174
  • For Application Development & Delivery Professionals

    Report:Improving Mobile App Quality Testing

    Benchmarks: The Mobile App Development Playbook

    Mobile is changing the way enterprises create software; trends and best practices for mobile developers are emerging, helping to calm the chaos for application development and delivery (AD&D) pros....

    • Downloads: 747
  • For Customer Insights Professionals

    Report:Fuel High-Performance Marketing With Modern Measurement Mechanics

    Processes: The Marketing Measurement And Insights Playbook

    Despite the tremendous amount of work customer insights (CI) professionals do to plan and create measurement processes, they often don't get the results they aim for. In this report, Forrester...

    • Downloads: 721
  • For Infrastructure & Operations Professionals

    Report:Develop Your Infrastructure And Operations Transformation Strategy Now

    Strategic Plan: The I&O Transformation Playbook

    As the enterprise creates its battle plan in today's market, infrastructure and operations (I&O) needs to transform itself accordingly by first creating a strategic plan. A strategic plan determines...

    • Downloads: 614
  • For Security & Risk Professionals

    Report:Measure GRC Performance To Show Processes And Data Reliability

    Performance Management: The Governance, Risk, And Compliance Playbook

    The more complex a program is, the more difficult it is to mature and maintain it. The more complicated the business process is, the faster and more devastating this breakdown can be. Strong...

    • Downloads: 264
  • 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: 312
  • For eBusiness & Channel Strategy Professionals

    Report:2015 UK Mobile Banking Functionality Benchmark

    Lloyds Bank Tops Our Review Of UK Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of five retail banks in the UK using 41 criteria. While all of the UK banks deliver the basics...

    • Downloads: 278
  • For eBusiness & Channel Strategy Professionals

    Report:The Mobile Banking Metrics That Matter

    Performance Management: The Mobile Banking Strategy Playbook

    To achieve key business goals — such as boosting mobile banking use and increasing sales — eBusiness executives at banks need to put the right metrics in place for mobile banking. These...

    • Downloads: 1421
  • For B2B Marketing Professionals

    Report:Realizing Return On Channel Investment

    Create A System Of Insight To Unravel Program Dependency Chains

    Of all the challenges business-to-business (B2B) marketing professionals face with respect to their channel partners, none is more foundational or more pressing than their inability to determine and...

    • Downloads: 154
  • For Customer Experience Professionals

    Report:How To Measure Emotion In Customer Experience

    Upgrade CX Measurement Programs To Capture Customers' Emotions

    How customers feel about their experiences with a firm can damage — or improve — their perception of the overall experience and the brand. However, few customer experience (CX) pros have...

    • Downloads: 505
  • 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: 692
  • For eBusiness & Channel Strategy Professionals

    Report:Make Smart Mobile Technology Choices

    Benchmarks: The Mobile eBusiness Playbook

    "What are my competitors doing?" is one of the most frequent questions that Forrester's clients ask. This report helps eBusiness professionals benchmark both their use of mobile technology and...

    • Downloads: 133
  • For Application Development & Delivery Professionals

    Report:Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    In the age of the customer, customer service must be a cornerstone of a company's customer experience strategy. Customer service application pros must invest in modernizing their technology, and...

    • Downloads: 709
  • 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: 3022
  • 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: 545
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2016: Key Metrics, Business Objectives, And Mobile

    Benchmarks: The Retail eCommerce Playbook

    The State Of Retailing Online, an annual study by Shop.org and Forrester, profiles online retail merchants. It provides industry observers with an overview of metrics from the past year as well as...

    • Downloads: 495
  • For Enterprise Architecture Professionals

    Report:Let The Adjacent Possible Guide Your Information Strategy

    Strategic Plan: The Information Strategy And Architecture Playbook

    A new era of information agility is upon us, but many organizations have immature information management capabilities and are not in a position to jump on the business' newfound craving for...

    • Downloads: 1048
  • For Application Development & Delivery Professionals

    Report:Introducing Forrester's BPM Maturity Assessment Framework

    Assessment: The Business Process Management Playbook

    The age of the customer raises the bar for business process management (BPM) excellence. Establishing a high-impact program requires that teams build a portfolio of new capabilities that blend...

    • Downloads: 1661
  • For Infrastructure & Operations Professionals

    Report:Brief: Can You Deliver Services With Quality, Agility, And Value?

    Assessment: The Modern Service Delivery Playbook For 2015

    To achieve smaller, faster, high-quality release cycles, infrastructure and operations (I&O) pros must employ the CALMSS (culture, automation, Lean, measurement and management, sharing, and sourcing)...

    • Downloads: 124