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  • Customer Relationship Management (CRM)

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The CRM Playbook For 2018

Transform Customer Processes And Systems To Improve Experiences

The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

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  • For Application Development & Delivery Professionals

    Report

    Report Developing Tomorrow's Digital Experiences

    Vision: The Mobile App Development Playbook
    December 22, 2017 | Julie A. Ask, Michael Facemire

    Digital channels are more amorphous and fragmented than ever. However, they share a common core: mobile. Mobile will emerge as the central choreographer in this broader, connected ecosystem....

  • For Customer Insights Professionals

    Report

    Report Forrester Data: Smart Home Devices Forecast, 2017 To 2022 (US)

    ForecastView Document
    October 23, 2017 | Satish Meena, Frank E. Gillett

    We expect the smart home devices installed base in the US to grow at a five-year compound annual growth rate (CAGR) of 42%, powered by the smart speakers category. We break up this forecast into 12...

  • For CMO Professionals

    Report

    Report Quick Take: Amazon Extends Its Lead By Taking Alexa Intelligent Agent Global

    September 14, 2016 | James L. McQuivey

    On September 14, 2016, Amazon announced the availability of Amazon Echo outside the US in its two largest European markets — the UK and Germany. At the same time, Amazon announced a new version of...

  • For Marketing Leadership Professionals

    Report

    Report Brief: What Salesforce Wear Means For Marketers

    Salesforce.com Supports The Enterprise But Underplays Marketing Potential
    July 16, 2014 | Anthony Mullen

    While interest in wearables is high among consumers, the adoption rate is still too low for most marketers to take notice. But wearables are now a "when," not an "if" — a mass-market product...

  • For Application Development & Delivery Professionals

    Report

    Report Microsoft Ascending

    In First 100 Days, Nadella's Team Shifts To A More Open And Aggressive Posture
    May 28, 2014 | John R. Rymer, Jeffrey S. Hammond, James Staten

    When Microsoft named Satya Nadella the third CEO in its history this past February, we posited 10 questions he needed to answer to ensure Microsoft's future relevance to enterprises. As Nadella's...

  • For CIO Professionals

    Report

    Report Pioneer Vendors: Smart, Connected Products For The Internet Of Things

    Five Startups Transforming Customer Experience In A Connected World
    January 6, 2014 | Frank E. Gillett

    Many companies are rethinking the nature of their products and services as connectivity and control become easier. Smarter, more connected products are being enabled as the Internet of Things (IoT)...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark: Australian Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Consumer Electronics Retailers
    February 10, 2012 | Steven Noble

    Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy

    January 23, 2012 | Diane Clarkson

    Online consumers' preferences for online customer service channels are evolving. More online consumers have adopted online self-service in the past two years; it has also disappointed more...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How Spanish Banking Customers Use Different Channels, 2011

    October 31, 2011 | Benjamin Ensor, Sabine Poltermann

    Spanish banks have been at the forefront of banking innovation in Europe, yet customer behavior in Spain has been slow to change. Spanish customers are more likely than customers almost anywhere in...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How German Banking Customers Use Different Channels, 2011

    September 30, 2011 | Vanessa Niemeyer, Ph.D.

    In Germany, as many consumers now bank online as in the branch. Younger, better-educated customers with higher incomes are migrating to the Internet and the mobile channel. While the Web is...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Online Retailing In Australia 2011: Marketing, Merchandising, And Customer Service

    September 28, 2011 | Steven Noble

    Despite the momentum in Australian online retail, the sector is still quite focused on the basics of customer engagement. When it comes to marketing, this means online retailers don't just...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark: European Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers
    September 12, 2011 | Martin Gill

    Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Website Functionality Benchmark 2011: Luxury Fashion Brands

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five European Luxury Fashion Brands
    May 23, 2011 | Andrea Carini

    Forrester evaluated the transactional websites of five European luxury fashion brands — Burberry, Dolce&Gabbana, Gucci, Hermes, and Louis Vuitton — using our Website Functionality Benchmark...

  • For Customer Experience Professionals

    Report

    Report Want Loyalty? Improve Your Call Center Customer Experience

    Call Center Satisfaction Ties To Loyalty Across 11 Industries
    May 13, 2011 | Kerry Bodine

    Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Mastering Login Issues

    Ensuring Your Website Maximizes Login Resolution
    April 12, 2011 | Diane Clarkson

    Login management is a critical eBusiness issue. Consumers frequently experience login issues due to their multiple user names and passwords. If login resolution isn't seamless, these customers will...

  • For Customer Experience Professionals

    Report

    Report Call Center Experiences Leave Consumers On Hold For Something Better

    Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries
    April 11, 2011 | Kerry Bodine

    Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news?...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Emerging Technologies Help Post-Purchase Support Strategies

    February 17, 2011 | Diane Clarkson

    In the past six months 32% of US online adults have purchased a product with which they experienced difficulty assembling or using. Emerging technologies including co-browsing, forums, and video...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Online Customer Service Review: Wireless Communication Service Providers

    An Empowered Report: A Look At The Best And Worst Of Online Customer Service
    December 6, 2010 | Diane Clarkson

    Forrester evaluated the online customer service offerings of the four largest US wireless communication service providers — AT&T, Sprint, T-Mobile, and Verizon Wireless. Our analysis uncovered...

  • For Customer Experience Professionals

    Report

    Report Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    November 10, 2010 | Elizabeth Boehm

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....

  • For Marketing Leadership Professionals

    Report

    Report Designing A Mobile Empowered Product Strategy

    An Empowered Report: Applying The IDEA Framework To Smartphone Users
    September 7, 2010 | J. P. Gownder

    Product strategists developing mobile offerings should take inspiration from Forrester's new book Empowered. When designing a mobile product strategy, they should employ a mobile version of the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How Canadian Insurance Customers Use Different Channels

    August 24, 2010 | Ellen Carney, Peter Wannemacher

    Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

  • For Customer Experience Professionals

    Report

    Report How Satisfied Are Consumers With Phone Experiences In 2010?

    Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries
    July 12, 2010 | Megan Burns

    For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Making Proactive Chat Work

    Maximizing Sales And Service Requires Ongoing Refinement
    June 4, 2010 | Diane Clarkson

    Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

  • For Customer Experience Professionals

    Report

    Report Web-Phone User Experience 2010: PC Laptop Manufacturers

    Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms
    May 27, 2010 | Adele Budovsky

    Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

  • For Customer Experience Professionals

    Report

    Report What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

    April 9, 2010 | Adele Budovsky

    Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who stayed with...