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Technology fuels customer loyalty.

CIOs are stuck trying to serve dynamic, demanding customers while burdened with legacy IT structures. The solution: a customer-obsessed operating model.

Find out how we help CIOs transform organizations and drive revenue »

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  • For CIO Professionals

    Report

    Report Top Five Imperatives To Win In The Age Of The Customer

    May 23, 2017 | Sharyn Leaver

    Customer-obsessed companies have the highest median three-year growth in sales. But only 13% of firms have achieved this level of customer obsession. Why? Because it's hard. It requires remaking...

  • For B2C Marketing Professionals

    Report

    Report Collaborate With Finance To Prove Marketing's Business Value

    Align Goals To Ensure Marketing Continues To Contribute To The Bottom Line
    May 17, 2017 | Tina Moffett

    Competition, consumer choice, and innovation force firms to scrutinize key financial metrics to meet revenue goals and keep up with market demand. B2C marketers are now more accountable and must...

  • For Enterprise Architecture Professionals

    Report

    Report Understand EA Stakeholders And Their Needs

    Stakeholder Needs: The EA Practice Playbook
    May 15, 2017 | Alex Cullen, Gordon Barnett

    Today's enterprise architecture (EA) organizations are engaging more with the front end of the business: sales, marketing, and product management. Understanding their needs and goals is...

  • For Infrastructure & Operations Professionals

    Report

    Report Build A Comprehensive Business Case For Technology Purchasing

    Business Case: The Workforce Enablement Playbook
    May 5, 2017 | J. P. Gownder, Andrew Hewitt

    To help their businesses drive revenue growth, I&O leaders must focus investments on initiatives that help win, serve, and retain customers — not just cutting costs. This means that I&O pros are...

  • For Analyst Relations Professionals

    Report

    Report Maximize Business And Career Value From Industry Analyst Relations

    Executive Overview: The Industry Analyst Relations Playbook
    May 2, 2017 | Kevin Lucas

    Industry analyst relations (AR) is a profession. It offers high business value, but vendors grasp its value poorly and resource it likewise. Forrester's AR playbook shows AR professionals how to...

  • For Enterprise Architecture Professionals

    Report

    Report Track Your Progress Toward EA Value

    Performance Management: The EA Practice Playbook
    March 24, 2017 | Alex Cullen, Gordon Barnett

    The age of the customer is raising the bar for what businesses need from their enterprise architecture (EA) programs. Applying a stable progress or maturity framework helps EA leaders set and track...

  • For Enterprise Architecture Professionals

    Report

    Report Benchmark Your ECM Program Against Your Peers And Five Key Market Imperatives

    Benchmarks: The Enterprise Content Management Playbook
    March 3, 2017 | Cheryl McKinnon

    For 2017, improved regulatory compliance, digitization of processes, and extending content applications to external stakeholders drive the agenda for enterprise content management (ECM). As...

  • For Analyst Relations Professionals

    Report

    Report Industry Analyst Relations And Sales Support

    Sales Support: The Industry Analyst Relations Playbook
    February 28, 2017 | Kevin Lucas

    Industry analyst relations (AR) teams struggle to create and demonstrate their value to sales. Forrester has distilled AR best practices for support of a vendor's direct sales processes and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Making The Case To Go Global

    Business Case: The eCommerce Globalization Playbook
    February 23, 2017 | Lily Varon

    As eCommerce leaders look to expand their businesses into new and emerging markets, they often struggle with one of the first steps — outlining the business case for globalization. What should...

  • For CIO Professionals

    Report

    Report Build Your Digital Transformation Business Case Around The Customer And Revenue Growth

    Business Case: The CIO Digital Business Transformation Playbook
    February 22, 2017 | Dan Bieler

    CIOs' digital transformation investments are ultimately about business survival through disruption. Such investments directly affect customer expectations and go beyond the traditional ROI. The...

  • For Enterprise Architecture Professionals

    Report

    Report Assess Your Readiness For Strategic Portfolio Management

    Assessment: The Strategic Portfolio Management Playbook
    February 17, 2017 | Margo Visitacion

    Strategic portfolio management (SPM) practices enable an organization to select and execute on investments necessary to embrace a customer-obsessed operating model. This report and assessment tool...

  • For B2B Marketing Professionals

    Report

    Report Pricing Strategies For Software-As-A-Service

    Subscription Models Force Vendors To Rethink Pricing And Packaging To Align Better With How They Deliver Customer Value
    February 16, 2017 | Duncan Jones

    Companies that want to sell SaaS applications to businesses must align their products' pricing with how those products deliver business value to customers. B2B marketing specialists know that new...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Construct The Business Case For Digital Store Transformation

    Business Case: The Digital Store Playbook
    February 14, 2017 | Brendan Witcher

    Retailers today are transforming their physical stores from places to shop to digital centers of engagement. Myriad technology solutions support this transition, including interactive digital...

  • For Security & Risk Professionals

    Report

    Report Build The Business Case For GRC

    Business Case: The Governance, Risk, And Compliance Playbook
    February 14, 2017 | Nick Hayes

    Before you can build a GRC program capable of addressing today's top business threats, you first need to obtain the necessary budget and leadership support to turn your GRC vision into reality....

  • For Infrastructure & Operations Professionals

    Report

    Report Delivering DevOps Value Requires The Correct Business Case

    Business Case: The Modern Service Delivery Playbook
    February 2, 2017 | Robert Stroud

    Interest in DevOps practices for modern service delivery (MSD) is accelerating as companies aim to respond to nimble competitors and boost the quality of their production environment to support...

  • For CIO Professionals

    Report

    Report CIOs Can Lead Their Enterprises' Change Initiatives

    Focus On Seven Lessons To Build Your Capabilities
    February 2, 2017 | Claire Schooley

    Customer demands are driving business change at a very fast pace. But there's a problem. Seventy percent of change management efforts are failing because of insufficient planning and lack of...

  • For Security & Risk Professionals

    Report

    Report Making The Business Case For Identity And Access Management

    Business Case: The Identity And Access Management Playbook
    January 25, 2017 | Andras Cser, Merritt Maxim

    Security and risk (S&R) executives responsible for identity and access management (IAM) must manage users' access to sensitive applications and data without inhibiting business agility,...

  • For Enterprise Architecture Professionals

    Report

    Report Reshape Budgeting Practices For Agile

    Performance Management: The Strategic Portfolio Management Playbook
    January 23, 2017 | Margo Visitacion

    In the battle to win new customers, companies are increasingly turning to Agile practices to deliver apps that provide great customer experiences. However, Agile requires organizations to rethink...

  • For Customer Experience Professionals

    Report

    Report Elevate Your Customer Experience With End-To-End Customer Service

    Superior Customer Service Evokes Positive Emotions To Create Business Value
    January 17, 2017 | Riccardo Pasto

    Customer service is an essential business function and a cornerstone of any company's customer experience (CX) strategy. Successful companies understand that great service is good for business....

  • For Application Development & Delivery Professionals

    Report

    Report Rethink Metrics To Gain DX Traction

    Performance Management: The Digital Experience Delivery Playbook
    January 13, 2017 | Mark Grannan, Danielle Geoffroy

    Traditional, centralized application development and delivery (AD&D) teams often measure only two things: time and budget. Without the right metrics, AD&D doesn't have clarity about digital...

  • For B2C Marketing Professionals

    Report

    Report Five Keys To Unlock Additional Funding For Customer Loyalty

    Business Case: The Customer Loyalty Playbook
    January 11, 2017 | Emily Collins

    Committing to customer loyalty requires ongoing investment in initiatives that influence both the rational and emotional drivers of loyalty. Intuitively, executives understand that this is a...

  • For CMO Professionals

    Report

    Report B2B Firms Must Focus On Brand Equity To Drive Value

    Benchmarks: The Brand Experience Playbook
    January 6, 2017 | Dipanjan Chatterjee

    Business-to-business (B2B) CMOs are just as invested in bettering their brands as business-to-consumer (B2C) CMOs. Like their consumer-focused counterparts, they want to build, measure, and manage...

  • For Customer Experience Professionals

    Report

    Report The Six Steps For Justifying Better UX

    Business Case: The Digital Customer Experience Improvement Playbook
    December 28, 2016 | Andrew Hogan, Deanna Laufer

    User experience (UX) has gone mainstream: Companies now invest millions to build design centers and hire UX teams. But many firms still expect proof of the ROI of UX research, design, testing, and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Building A Mobile Business Case: It's A Steep Climb

    Business Case: The Mobile eBusiness Playbook
    December 23, 2016 | Julie A. Ask, Jeffrey S. Hammond

    Mobile used to be cheap. It isn't anymore. The days of driving impressive returns from a mobile-optimized website or app that replicates the functionality of your website are long gone. Moreover,...

  • For B2C Marketing Professionals

    Report

    Report The Financial Payback For Marketing Measurement

    Business Case: The Marketing Measurement And Insights Playbook
    December 23, 2016 | Jim Nail

    Unified marketing impact analytics (UMIA) promises to apportion credit to all marketing activities. Marketers, under pressure to be more accountable for the financial returns of their efforts,...

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