Customer Engagement
In a hypercompetitive climate, customer engagement is a key differentiator. Read our insights to nurture and strengthen customer relationships, improve retention, and demonstrate the business value of the customer engagement function.
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Insights
Blog
It’s Not You, It’s Me: What It Really Means When Budget Is The Reason For The Breakup
Despite what customers may tell you, budget is often not the real reason why they’ve decided not to renew.
Blog
Wealth Managers: Impact-Oriented Investors Need Your Help
Impact-Oriented Investors Are Waiting For A Reason To Take The Plunge Data from Forrester’s Financial Services Benchmark Recontact Survey, 2022, found that 15% of US online adult investors own sustainable investment products — a group we call “sustainable investors.” They are younger, wealthier, and more educated than the average investor. But wealth managers should also […]
Blog
Improve Your Loyalty Results With A Loyalty Services Provider
Does your brand employ a loyalty services provider in addition to a loyalty technology provider? If not, you should consider it. Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success. Services providers help here. This blog answers key […]
Blog
Forrester Data Shows High CRM Adoption But Low Satisfaction
Every year, our clients at Forrester ask us about trends in customer relationship management (CRM) adoption. To help us answer these questions, Forrester fielded a survey to ask CRM decision-makers around the world about different aspects of their company’s overall CRM strategy. You can find all our insights in our report, Customer Relationship Management Market […]
Blog
Announcing Forrester’s Embedded Conversation Automation Landscape For B2B Marketing
Conversational AI, chatbots, and automated marketing are not new to B2B marketing technology stacks. B2B marketing organizations leverage conversation automation solutions to better understand and enable buyers, customers, and internal teams by integrating signal-responsive conversations into existing workflows, tactics, and content experiences that span the full customer lifecycle. Conversation automation is quickly becoming integral to […]
Blog
Steering Toward Success: Three Approaches To Building Outcomes-Based Joint Success Plans
A joint customer success plan is a roadmap to help steer customers toward achieving their desired outcomes.
Blog
Four Advocate Personalities Turn Customer Goodwill Into Gold
Question: How is a customer marketer different than other marketers? (No, this is not the opening line of a joke — that would be “Two customer marketers walk into a bar … ”) Top customer marketers focus on how customers attain value. They know that solid references, case studies, valid reviews, upsell/cross-sell opportunities, and expansion […]
Blog
Conduct Better Research With Inclusive Screener Questions
By practicing inclusive design, businesses can increase revenue, decrease costs, improve resilience, and build trust with customers and employees. But to do this successfully, companies need to incorporate inclusive design principles when creating experiences.
Blog
CMOs: Is Generative AI On Your Mind?
I do not have to convince anyone today that generative AI (genAI) technology is a huge trend and a potentially massive disruption to the way work gets done. You know something is incredibly popular when your next-door neighbor stops you outside your door and starts talking about the out-of-the-world benefits (or their fears) of the […]
Blog
AI And B2B Marketing: Three Opportunities And Challenges To Ponder
In the most promising areas of AI impact in B2B marketing, prudence, too, is advised as marketers explore use cases.
Blog
Introducing The Financial Services CRM Landscape, Q2 2023
Industry CRM is a clear choice in economic downturns for companies that are looking to get sustainable value from their tech investments. Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. At Forrester, we see financial services firms […]
Blog
Apple’s Vision Pro Is A New Spatial Computing Device — Not A Headset
Apple has unveiled its highly anticipated next-generation spatial computing device, Apple Vision Pro. The device will retail at $3,499 and be available in early 2024. It is an augmented reality (AR) experience, with graduated immersive experiences that come very close to virtual reality (VR) at times. I had the chance to try the headset for […]
How B2B Marketing Can Thrive In An Economic Downturn
Learn what decisions will equip marketing leaders and organizations for success this year. Explore our complimentary report.
Blog
Paid Loyalty Programs Pique Premium Interest
Premium loyalty programs charge a fee for access to membership or a program tier. These can be one-time fees (REI — $30 once for a lifetime) or monthly/annual fees (Amazon Prime, Walmart +). In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]
Blog
Congrats, You’ve Launched Your Product … Now What?
Product managers must keep an eye on the long-term prize for their offerings. Learn how — and dive deeper at Forrester's B2B Summit North America.
Blog
Digital Sales Rooms: Hype Or Reality?
Like other business innovations, digital sales rooms are not a magic wand. Learn what’s needed to capture the biggest benefits — and learn more at B2B Summit North America.
Podcast
Is Asynchronous Chat The Future Of Customer Service?
Asynchronous chat is poised to proliferate throughout the B2C ecosystem, redefining expectations around customer service. Senior Analyst Christina McAllister joins to discuss the benefits and pitfalls of this technology.
Blog
How To Reduce Tech Debt In Your CRM Operations
Uncover how to reduce tech debt in your CRM operations by understanding your CRM footprint, the CRM vendor landscape, and mapping a strategy to business outcomes.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
Blog
We Want To Speak With You! Join Our Upcoming Research On Remote Patient Monitoring
Please join our upcoming research on the role of remote patient monitoring devices in enabling remote care.
Blog
Emerging Technologies Put Remote Patient Monitoring In The Spotlight
The healthcare ecosystem is evolving. Delivery of complex care in distributed settings will require the evolution of remote patient monitoring devices and for them to become more affordable, accurate, and consumer-friendly/usable. At the same time, healthcare staff must acquire new skills and ways of working to support remote care delivery.
Blog
Industry CRM Is A Clear Choice In Economic Downturns
Companies must make decisions to modernize while navigating a challenging economic climate. They must balance the need for speed and agility against cost pressures. They must balance the need to better serve customers against pressures to reduce headcount. Forrester sees more companies turning to industry CRM to help manage these journeys. Our data backs this […]
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