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  • Return On Investment (ROI)

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  • For B2C Marketing Professionals

    Report

    Report Exercise Complete Control To Maximize Media ROI

    Road Map: The Digital Media Buying Playbook
    October 27, 2017 | Susan Bidel

    Digital media buying has evolved through a process of testing and learning, which inevitably leads to mistakes in strategies, tactics, and partnerships. B2C marketing professionals: Don't let these...

  • For B2C Marketing Professionals

    Report

    Report Make The Case For Ad Technology Investments

    Business Case: The Digital Media Buying Playbook

    Advertising technologies (adtech) promise to improve media performance, make customer data more actionable, and boost efficiency. This report helps B2C marketing pros make a convincing business...

  • For Application Development & Delivery Professionals

    Report

    Report The Business Impact Of Digital Experience Technology Is Profitable Growth

    Business Case: The Digital Experience Delivery Playbook
    October 3, 2017 | Ted Schadler

    Armed with the methods in this report, application development and delivery (AD&D) professionals can help their companies link digital experience strategy to the technology road map. First, assess...

  • For Security & Risk Professionals

    Report

    Report Four Scenarios To Build The Business Case For Enterprise Fraud Management

    Determine The Best Scenario To Reduce Fraud Losses And Increase ROI At Your Firm
    September 5, 2017 | Andras Cser

    The business case for enterprise fraud management (EFM) depends on reducing fraud loss across multiple transaction types (typically payments). We looked at fraud loss, investigation labor, as well...

  • For Customer Experience Professionals

    Report

    Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX transformation leaders need to invest...

  • For B2C Marketing Professionals

    Report

    Report The ROI Of Customer Loyalty

    Business Case: The Customer Loyalty Playbook
    June 1, 2017 | Emily Collins, Reggie Lau

    Loyalty programs help companies identify and collect rich data about their best customers in order to reward, recognize, and retain them. This report helps B2C marketing professionals make the case...

  • 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 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 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 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 B2C Marketing Professionals

    Report

    Report Five Keys To Unlock Additional Funding For Customer Loyalty

    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 B2B Marketing Professionals

    Report

    Report Model The ROI Of B2B Marketing Technology Investments

    Business Case: The B2B Marketing Playbook
    December 29, 2016 | Rusty Warner, Shaheen Parks

    B2B marketing technologies promise to grow revenue by improving marketing performance and providing better customer experience. This report helps B2B marketing professionals make a convincing...

  • For Customer Experience Professionals

    Report

    Report Customer Experience Drives Revenue Growth, 2016

    Business Case: The Customer Experience Ecosystem Playbook
    June 21, 2016 | Harley Manning, Dylan Czarnecki

    It's the age of the customer, and transforming the customer experience (CX) is one of five critical market imperatives that companies need to shift toward customer obsession. But how can customer...

  • For Application Development & Delivery Professionals

    Report

    Report Benchmark Your BI Environment For Continuous Improvement

    Benchmarks: The Business Intelligence Playbook
    April 21, 2016 | Boris Evelson

    Application development and delivery (AD&D) professionals working on business intelligence (BI) initiatives need to understand whether their BI environment is performing well or could use a...

  • For B2C Marketing Professionals

    Report

    Report Beyond ROI: Showcasing The True Impact Of Mobile Marketing

    March 22, 2016 | Jennifer Wise, Thomas Husson

    Mobile phones are ubiquitous, but the same cannot be said for sophisticated mobile marketing strategies within organizations. It's a classic chicken-or-egg problem: Marketers can't build a strong...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Three Key Practices To Succeed With Speech Analytics

    Use These Methods To Improve Vendor Selection, Drive Quicker ROI, And Organize For A Successful Program
    February 17, 2016 | Ian Jacobs

    Instead of letting old recordings of customer service calls sit in a dusty vault, many enterprises have started to investigate speech analytics tools that promise to turn those recordings into...

  • For Customer Experience Professionals

    Report

    Report Seven Steps To Successful Customer Experience Measurement Programs

    February 4, 2016 | Maxie Schmidt-Subramanian

    Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what's working and what's broken. This report...

  • For Security & Risk Professionals

    Report

    Report Forrester's Identity And Access Management Cost Model

    December 10, 2015 | Andras Cser, Merritt Maxim

    Security and risk (S&R) executives must manage identities and control access to sensitive applications and data because of security and compliance requirements — and they need to do so as...

  • For B2B Marketing Professionals

    Report

    Report Realizing Return On Channel Investment

    Create A System Of Insight To Unravel Program Dependency Chains
    October 29, 2015 | Tim Harmon

    Of all the challenges business-to-business (B2B) marketing professionals face with respect to their channel partners, none is more foundational or more pressing than their inability to determine...

  • For Customer Experience Professionals

    Report

    Report The Revenue Impact Of Customer Experience, 2015

    Many customer experience (CX) pros find it hard to draw a clear connection between improving customer experience and increasing their firm's revenue. That's why Forrester developed...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Make The Business Case For Mobile Insurance

    July 27, 2015 | Ellen Carney

    Mobile insurance is growing up. Not that long ago, building a mobile application was cheap, and business units were casually experimenting with mobile — and granted the budget largesse to do so....

  • For Customer Experience Professionals

    Report

    Report Does Customer Experience Really Drive Business Success?

    Business Case: The Customer Experience Ecosystem Playbook
    July 15, 2015 | Harley Manning

    It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

  • For B2B Marketing Professionals

    Report

    Report Quantify The Business Value Of Sales Enablement Automation

    March 4, 2015 | Kate Leggett

    Sales enablement (SE) automation initiatives must invariably answer the question, "What will we get for our money?" Sales enablement pros who lead these projects must build business cases correctly...

  • For Infrastructure & Operations Professionals

    Report

    Report Optimize Scalable Workload-Specific Infrastructure For Customer Experiences

    New Options For Configuring Highly Scalable Systems Can Improve The ROI Of Infrastructure Investments
    August 11, 2014 | Richard Fichera

    You face the difficult task of designing the expansive and scalable infrastructure that supports many of your new customer-facing systems of engagement and their associated analytics. Do not fall...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Good Software Deals Improve BT Project ROI, Not Merely Reduce Cost

    July 30, 2014 | Duncan Jones

    This report describes the metrics that form part of Forrester's solution for sourcing and vendor management executives who are moving to strategic software sourcing. Too many sourcing executives...

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