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  • For Application Development & Delivery Professionals

    Report

    Report Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook
    September 21, 2017 | John Bruno, Kate Leggett

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. This report...

  • For Application Development & Delivery Professionals

    Report

    Report Build The Right Software Better And Faster With Agile And DevOps Metrics

    Performance Management: The Modern Application Delivery Playbook
    September 18, 2017 | Diego Lo Giudice

    Customer-obsessed strategies put application development and delivery (AD&D) leaders under tremendous pressure to deliver fast over perfect! But AD&D pros also know that they must deliver high...

  • For Infrastructure & Operations Professionals

    Report

    Report A Dangerous Disconnect: Executives Overestimate DevOps Maturity

    September 13, 2017 | Robert Stroud, Elinor Klavens

    Development and operations (DevOps) is getting a lot of buzz and proving to be a profound driver of business transformation. But we're also seeing a lot of misinformation: While many organizations...

  • For B2C Marketing Professionals

    Report

    Report Harness Loyalty Insights To Build Business Advantage

    Processes: The Customer Loyalty Playbook
    September 13, 2017 | Emily Collins

    Many companies that invest in customer loyalty deploy loyalty programs that both incentivize behavior and collect valuable data from engaged and loyal customers. It's easy to treat loyalty as a...

  • For Customer Insights Professionals

    Report

    Report Rate Your Digital Intelligence Mastery

    Assessment: The Digital Intelligence Playbook
    September 6, 2017 | Cinny Little, James McCormick

    Digital intelligence (DI) is advancing, but firms must speed up progress to remain competitive and catch up with insights-driven businesses. Many firms are stymied by the breadth and depth of...

  • For Application Development & Delivery Professionals

    Report

    Report Grow Your Business And Compete By Creating A Winning Business Intelligence Strategy

    Executive Overview: The Business Intelligence Playbook
    September 1, 2017 | Boris Evelson

    Enterprise business intelligence (BI) is chock-full of challenges. Only partially a science, it remains mostly art based on best practices and lessons learned. Rather than reinvent the wheel,...

  • For Application Development & Delivery Professionals

    Report

    Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    August 30, 2017 | John Bruno, Kate Leggett

    CRM initiatives must not only be technically sound but must also answer the question "What will we get for our money?" This report describes how application development and delivery (AD&D)...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Get Your B2B eCommerce Metrics Right

    Performance Management: The B2B eCommerce Playbook
    August 23, 2017 | Andy Hoar

    B2B companies face a daunting yet critical task: accurately measuring and reporting the impact that digital channels have on sales, service, loyalty, and operations. This report outlines how...

  • For Application Development & Delivery Professionals

    Report

    Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 23, 2017 | Ian Jacobs, Kate Leggett

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • For Enterprise Architecture Professionals

    Report

    Report Measure EA Engagement, Influence, And Business Impact

    Metrics: The EA Practice Playbook
    August 22, 2017 | Alex Cullen, Gordon Barnett

    Few EA leaders have given much thought to metrics for their EA program — and miss an excellent tool to increase their impact. Metrics connect EA activities to business goals, drive engagement, and...

  • For B2B Marketing Professionals

    Report

    Report Metrics That Matter In Account-Based Marketing

    Use Comparative Metrics Across The Six Stages Of The Customer Life Cycle To Reveal The Value Of ABM
    August 9, 2017 | Allison Snow

    B2B marketers believe that account-based marketing (ABM) can boost marketing performance but need to demonstrate its impact. ABM is relevant across the customer life cycle, not just new account...

  • For Security & Risk Professionals

    Report

    Report Measure GRC Performance To Show Processes And Data Reliability

    Performance Management: The Governance, Risk, And Compliance Playbook
    July 27, 2017 | Renee Murphy

    The more complex a program is, the more difficult it is to maintain it, and the faster and more devastating its breakdown can be. Strong performance management is a way for risk management...

  • For Security & Risk Professionals

    Report

    Report Remove The Mystery From Security Metrics

    Performance Management: The S&R Practice Playbook
    July 18, 2017 | Jeff Pollard

    Difficulty creating meaningful metrics persists for chief information security officers (CISOs) despite a decade of discussion. Without good metrics, the security organization can't hope to...

  • For Security & Risk Professionals

    Report

    Report Develop Identity And Access Management Metrics That Matter To The Business

    Performance Management: The Identity And Access Management Playbook
    July 7, 2017 | Andras Cser, Merritt Maxim

    Most security and risk (S&R) professionals struggle to ensure that identity and access management (IAM) remains a top business technology priority. S&R pros who succeed at nurturing their internal...

  • For Enterprise Architecture Professionals

    Report

    Report Develop An Enterprise Architecture Strategy Aligned With Business Challenges

    Strategic Plan: The EA Practice Playbook
    June 22, 2017 | Gordon Barnett, Alex Cullen

    Many enterprise architecture (EA) teams strive to be more business-focused and strategically engaged — but getting there isn't easy. It may require a resetting of stakeholder perceptions as well as...

  • For Security & Risk Professionals

    Report

    Report Data Privacy Metrics That Matter To The Business

    Performance Management: The Data Security And Privacy Playbook
    June 1, 2017 | Enza Iannopollo

    A commitment to security and privacy enables firms to build trusted customer relationships that increase revenue. Security and privacy teams must establish data security and privacy programs that...

  • 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 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

    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 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 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 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...

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