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  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 Canadian Mobile Banking Benchmark

    CIBC Comes Out On Top By Offering Valuable, Easy-To-Use Mobile Banking Services

    Digital banking strategy leaders need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and enable them to...

  • For Application Development & Delivery Professionals

    Report

    Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    May 5, 2017 | Kate Leggett, John Bruno

    To avoid wasting time and effort on ill-conceived customer relationship management (CRM) initiatives, you should keep a laser focus on creating business value. Sound planning for CRM requires...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report 2017 US Mobile Banking Benchmark

    Direct Bank USAA Earns The Highest Overall Score By Providing A Wide Range Of Valuable Mobile Banking Features For Customers
    May 4, 2017 | Peter Wannemacher

    Digital banking strategy leaders need to deliver mobile banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and enable them to...

  • For Customer Insights Professionals

    Report

    Report Combine Digital Measurements For Intelligent Engagement

    Performance Management: The Digital Intelligence Playbook
    May 3, 2017 | Cinny Little, James McCormick

    Customer insights (CI) professionals have a wealth of data resources and technology at their disposal to measure digital customer interactions. But many programs still fail to capture a complete...

  • For Security & Risk Professionals

    Report

    Report Assess Your Data Privacy Practices With The Forrester Privacy And GDPR Maturity Model

    Assessment: The Data Security And Privacy Playbook
    April 21, 2017 | Enza Iannopollo, Renee Murphy

    Protecting customers' privacy is a priority for firms around the world. But data privacy standards differ widely from one country to the next — in fact, there are over 100 variations globally....

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Retail eCommerce In Brazil: Key Metrics

    Understanding The KPIs In Latin America's Largest eCommerce Market
    April 20, 2017 | Lily Varon

    The Retail eCommerce In Brazil series summarizes the results of a survey that Forrester Research conducted with E-Commerce Brasil in August and September 2016. It provides industry observers with...

  • For B2C Marketing Professionals

    Report

    Report Model The ROI Of Enterprise Marketing Technology Investments

    Business Case: The Enterprise Marketing Technology Playbook
    April 13, 2017 | Rusty Warner, Shaheen Parks

    Enterprise marketing technology (EMT) promises to enable better customer experience, improve marketing performance, and boost efficiency. This report helps B2C marketing professionals make a...

  • For B2C Marketing Professionals

    Report

    Report Evaluate Your Marketing Performance Measurement Maturity

    Assessment: The Marketing Measurement And Insights Playbook
    March 31, 2017 | Tina Moffett

    Enterprises constantly ask their B2C marketing professionals to measure the impact of marketing and media campaigns against key business metrics. To ensure that they can do this successfully, B2C...

  • For CIO Professionals

    Report

    Report 2017 Tech Budget Benchmarks

    Use Our Benchmarks To Transform Your Tech Budget, Not Just Defend It
    March 28, 2017 | Andrew Bartels

    CIOs feel ambivalent about tech budget benchmarks. They need them to respond to CEO and CFO questions about tech spending levels, but they also know the top-line metrics don't really say much. This...

  • 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 Infrastructure & Operations Professionals

    Report

    Report Strategic Benchmarks 2017: Infrastructure Priorities

    Benchmarks: The Infrastructure Transformation Playbook
    March 20, 2017 | Sophia I. Vargas

    This report provides infrastructure and operations (I&O) professionals with strategic benchmarks so they can compare their infrastructure budgets, priorities, motivations, and technology adoption...

  • For Enterprise Architecture Professionals

    Report

    Report Use Objectives And Key Results To Build A Better Strategic Portfolio

    Benchmarks: The Strategic Portfolio Management Playbook
    March 20, 2017 | Margo Visitacion

    Customer-focused organizations continue to struggle with measuring the impact of programs. Traditional key performance indicators (KPIs) bring limited visibility to portfolio optimization because...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The ROI Of Digital Business Transformation

    Business Case: The Digital Business Transformation Playbook
    March 15, 2017 | Michelle Beeson

    Digital business transformation isn't cheap. Firms are investing millions of dollars to transform their customer experiences and business operations to win, serve, and retain their increasingly...

  • For Analyst Relations Professionals

    Report

    Report Professional Industry Analyst Relations Measurement

    Performance Management: The Industry Analyst Relations Playbook
    March 3, 2017 | Kevin Lucas

    Professional measurement is an integral part of fully professional industry analyst relations (AR); it is not optional. But AR managers get confused about who the measurements are for as well as...

  • 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 Forrester's Scorecard For AR And Direct Sales

    February 28, 2017 | Kevin Lucas

    This self-assessment tool helps you review your current ability to support your company’s direct sales operation via your industry analyst relations (AR) program, analyze its weaknesses, and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Retailing Online 2017: Key Metrics, Business Objectives, And Mobile

    Benchmarks: The Retail eCommerce Playbook
    February 28, 2017 | Fiona Swerdlow

    Retailers must continually evolve and adapt with increasingly empowered customers and the ever-changing technology available to them. The annual "The State Of Retailing Online" study by Shop.org,...

  • For Application Development & Delivery Professionals

    Report

    Report Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook
    February 24, 2017 | Kate Leggett, Art Schoeller

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

  • For Infrastructure & Operations Professionals

    Report

    Report A Dangerous Disconnect: Executives Overestimate DevOps Maturity

    February 21, 2017 | Elinor Klavens, Robert Stroud

    Development and operations (DevOps) is a term that's getting a lot of buzz — but there's also a lot of misinformation associated with it. Nevertheless, it's proving to be a profound driver of...

  • For Application Development & Delivery Professionals

    Report

    Report Create A Benchmark Strategy For Your Enterprise Collaboration Technology

    Benchmarks: The Enterprise Collaboration Playbook
    February 15, 2017 | Art Schoeller

    Enterprise collaboration (EC) takes place independent of any specific technology, tool, or service. However, the breadth and depth of adoption and effective use of enterprise collaboration varies...

  • 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 Quantifying Your Company's Workforce: Customers Only Benefit When Employees Do, Too

    Performance Management: The Workforce Enablement Playbook
    February 13, 2017 | David K. Johnson, J. P. Gownder

    A new class of technologies is making it easier for organizations to collect data on their employees' productivity. At the same time, employees are equipping themselves with wearables and apps to...

  • For Security & Risk Professionals

    Report

    Report Design Mobile Security Metrics With Mobile Moments In Mind

    Performance Management: The Mobile Security Playbook
    February 13, 2017 | Jeff Pollard

    Security leaders struggling to demonstrate business value need to incorporate mobile security metrics into their reports. As companies adopt the mobile mind shift, mobile security metrics are often...

  • For Security & Risk Professionals

    Report

    Report Zero Trust Security Metrics That Matter To The Business

    Performance Management: The Security Architecture And Operations Playbook
    February 9, 2017 | Stephanie Balaouras

    Forrester's Zero Trust (ZT) Model of information security demands that security teams eliminate the dangerous trust assumptions underpinning perimeter-based security architectures. When you embrace...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Money Management Metrics That Matter

    Performance Management: The Digital Money Management Playbook
    February 9, 2017 | Aurelie L'Hostis

    To achieve digital money management's promise — helping customers make better decisions and increasing their loyalty — digital business strategy executives need to put the right metrics in place....

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