Search Results

• Report CRM Goes Vertical In The Age Of The Customer

  Landscape: The CRM Playbook

  February 25, 2021 | Kate Leggett

  Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...

• Report Now Tech: Cross-Channel Campaign Management, Q1 2021

  Forrester's Overview Of 42 Cross-Channel Campaign Management Providers

  February 22, 2021 | Rusty Warner

  You can use cross-channel campaign management (CCCM) solutions to better understand your customers, orchestrate digital and offline customer experiences, and propel your brand strategy from...

• Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2021

  Forrester's Overview Of 39 VoC Providers

  February 19, 2021 | Faith Adams

  You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback and data, socialize the information, inform customer experience (CX) improvements, and track the results of...

• Report How To Build A Martech Reference Architecture For Banking

  February 16, 2021 | Rusty Warner

  Marketing technology (martech) ecosystems in the banking industry are more complex than those within other vertical sectors due to requisite enterprise integration, mandatory regulatory compliance,...

• Report Choose The Right CRM Solutions For Your Organization

  Tools And Technology: The CRM Playbook

  February 12, 2021 | Kate Leggett

  The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, and the need to provide...

• Report Focus On Process, Technology, And Collaboration To Enhance Employee Enablement

  Intermediate Level: The CX Transformation Playbook

  February 5, 2021 | TJ Keitt

  Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more...

• Report Now Tech: Cross-Channel Campaign Management In Asia Pacific, Q1 2021

  Forrester's Overview Of 27 Cross-Channel Campaign Management Providers

  February 4, 2021 | Xiaofeng Wang

  B2C marketers can use cross-channel campaign management (CCCM) offerings to better understand customers, orchestrate outbound interactions across touchpoints, and deliver contextually relevant...

• Report Now Tech: Salesforce Consulting Partners, Q1 2021

  Forrester's Overview Of 37 Salesforce Consulting Partners Providers

  January 29, 2021 | Liz Herbert

  You can use Salesforce consulting partners to redesign your business using Salesforce technology, speed time-to-implement Salesforce products, and drive change related to Salesforce projects. But...

• Report The Five Essential Steps To Plan Your CX Transformation

  The Strategy Report In The CX Transformation Playbook

  January 25, 2021 | Harley Manning, Sam Karpinski

  Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

• Report Quantifying The Business Value Of SaaS DOP Investments

  Business Case: The Digital Operations Platforms Playbook

  December 30, 2020 | Liz Herbert, Adam Schlegel

  As firms look to replace old legacy enterprise resource planning (ERP) solutions with modern digital operations platforms (DOPs) to drive business agility and customer outcomes, they're...

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  Webinar Picking A Mobile Engagement Automation Vendor: Lessons From The Forrester Wave™

  September 17, 2020 | Stephanie Liu

  Considering a mobile engagement automation (MEA) solution? This category of tools enables brands to build personalized mobile messages, whether those are push notifications, in-app messages, SMS,...

• Report From People To Products: Services Firms Offer More Software Than You Think

  Business Process Accelerators Help Digitize Business Operations

  August 20, 2020 | Nigel Fenwick

  Technology services firms build many variations of digital solutions for clients. Some vendors retain the intellectual property (IP) associated with these solutions, making it available to a...

• Report The Forrester Tech Tide™: Adtech For B2C Marketers, Q3 2020

  Tools and Technology: The Omnichannel Advertising Playbook

  July 30, 2020 | Mary Pilecki, Sarah Dawson, Collin Colburn

  Advertising technology (adtech) has been fundamental to B2C marketers' efforts to raise their brand profiles, connect with customers, and sell their products and services. The adtech ecosystem is...

• Report Now Tech: Knowledge Management Solutions For Customer Service, Q3 2020

  Forrester's Overview Of 22 Knowledge Management Providers

  July 23, 2020 | Kate Leggett

  You can use knowledge management (KM) solutions to empower customers and front-office workers with curated answers to common questions, drive customer satisfaction, and create lasting customer...

• Report The Forrester Wave™: Location Intelligence Platforms, Q2 2020

  Tools And Technology: The Digital Intelligence Playbook

  June 23, 2020 | James McCormick

  In our 30-criterion evaluation of location intelligence platform providers, we identified the nine most significant ones — CARTO, Esri, Google, Hexagon, MapLarge, Microsoft, Oracle, Salesforce, and...

• Report Messaging In The Time Of COVID-19

  Generate More Than Sympathetic Communications To Give B2B Customers The Confidence To Survive And Thrive

  June 16, 2020 | Laura Ramos, Meredith Cain

  Communicating your company's response to the coronavirus pandemic requires more than expressing sympathy or reinforcing your philanthropic efforts. Meaningfully supporting and creating value for...

• Report The Forrester New Wave™: SaaS Marketplaces, Q2 2020

  The Eight Providers That Matter Most And How They Stack Up

  June 11, 2020 | Liz Herbert

  In Forrester's evaluation of the emerging market for software-as-a-service (SaaS) marketplaces, we identified the eight most significant providers in the category — Adobe, ADP, Alibaba, Amazon Web...

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  Webinar Case Study: How Customer-Centered Messaging Boosted PTC's Conversion Rates

  June 10, 2020 | Laura Ramos

  Business buyers are getting very efficient at self-education: Before buying from a sales rep, 67% prefer to research online alone and not talk to a seller at all. To catch buyers’ attention...

• Report Now Tech: Mobile Engagement Automation, Q2 2020

  Forrester's Overview Of 25 Mobile Engagement Automation Providers

  May 21, 2020 | Stephanie Liu, Joe Stanhope

  You can use mobile engagement automation (MEA) to identify the right moments to engage with customers, send contextually relevant messages, and engage with customers across the entire customer...

• Report The Forrester Wave™: B2B Commerce Suites, Q2 2020

  The 13 Providers That Matter Most And How They Stack Up

  May 19, 2020 | Joe Cicman, Emily Pfeiffer

  In our 29-criterion evaluation of B2B commerce suites providers, we identified the 13 most significant ones — Adobe, Apttus, BigCommerce, commercetools, Elastic Path Software, Episerver, Insite,...

• Report The Forrester Wave™: B2C Commerce Suites, Q2 2020

  The 10 Providers That Matter Most And How They Stack Up

  May 19, 2020 | Emily Pfeiffer, Joe Cicman

  In our 31-criterion evaluation of B2C commerce suites providers, we identified the 10 most significant ones — Adobe, BigCommerce, commercetools, Elastic Path Software, Episerver, Kibo Commerce,...

• Report The Forrester Wave™: Email Marketing Service Providers, Q2 2020

  The 13 Providers That Matter Most And How They Stack Up

  May 12, 2020 | Shar VanBoskirk

  In our 23-criterion evaluation of email marketing service providers, we identified the 13 most significant ones — Acoustic, Adobe, Bluecore, Braze, Cheetah Digital, Cordial, dotdigital, Epsilon,...

• Report Now Tech: SaaS Marketplaces, Q2 2020

  Forrester's Overview Of 12 SaaS Marketplace Providers

  May 5, 2020 | Liz Herbert

  You can use software-as-a-service (SaaS) marketplaces to streamline SaaS buying, simplify contracting and vendor management, and reduce risk by doing pre-vetting of solutions. But to realize these...

• Report Now Tech: Real-Time Interaction Management, Q2 2020

  Forrester's Overview Of 42 RTIM Providers

  April 30, 2020 | Rusty Warner

  You can use real-time interaction management (RTIM) to orchestrate contextually relevant customer experiences, address customer expectations for mutual value exchanges with your brand, and align...

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  Webinar Understanding Ecosystems And The Trifurcating Partner Channel

  April 29, 2020 | Jay McBain

  We are in the middle of a major transformation of how companies go to market — in fact, 76% of business leaders agree that current business models will be unrecognizable in the next five...