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  • Community Management

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  • For CIO Professionals

    Report

    Report Case Study: Giffgaff Turns Customers Into Members Of Its Community Business Model

    The Community Business Model Helps Drive Innovation And Successful Customer Engagement
    November 3, 2017 | Dan Bieler

    UK-based mobile virtual network operator (MVNO) giffgaff has found that using a community-based business model delivers business benefits. The operator actively involves customers in running the...

  • For Customer Experience Professionals

    Report

    Report Voice Of The Customer Vendor Landscape, 2017

    Twenty-Nine VoC Vendor Profiles Will Kickstart Your Selection Process
    September 5, 2017 | Maxie Schmidt-Subramanian

    Companies use voice-of-the-customer (VoC) programs to collect and analyze customer feedback, inform customer experience (CX) improvements, and track the results of those improvements. To manage the...

  • For B2B Marketing Professionals

    Report

    Report How To Design Communities For B2B Marketing

    A Guide To Creating A Community Strategy Using Forrester's CLICK Framework
    January 6, 2017 | Steven Casey

    Most B2B marketers understand that online communities can be a critical element of their overall customer engagement strategy, but too many struggle with choosing the right approach, sustaining...

  • For CMO Professionals

    Report

    Report From Great To Amazing: Building Brands With Enduring Resonance

    Strategic Plan: The Brand Experience Playbook
    December 14, 2016 | Dipanjan Chatterjee

    Great brands are built on great customer experiences. Amazing brands are built on resonance. A brand that resonates does more than deliver on its product, service, and experience promise: It...

  • For B2C Marketing Professionals

    Report

    Report Share Community Management Beyond Marketing For Maximum Impact

    Why Post-Digital Marketers Must Orchestrate, Not Own, Their Communities
    November 15, 2016 | Melissa Parrish, Samantha Ngo

    In the post-digital era, communities come in two flavors: those you build on your website and those that emerge from the social web. As brands include community input in their product and marketing...

  • For B2C Marketing Professionals

    Report

    Report Brief: Choose From Four Approaches To Build Your Community

    Plan For Community Success Across The Customer Life Cycle
    April 29, 2016 | Erna Alfred Liousas

    The word "community" invokes a measure of confusion among B2C marketers. This brief explores the meaning of community, and provides examples of companies successfully using communities across the...

  • For Customer Insights Professionals

    Report

    Report Charting The 2015 Landscape Of Market Research Online Community Offerings

    Forrester's Guide To Selecting A Qualitative Vendor
    August 26, 2015 | Kristopher Arcand

    Research professionals considering a private market research online community (MROC) can choose from a range of providers with offerings that vary across multiple criteria, including their focus on...

  • For B2B Marketing Professionals

    Report

    Report Forrester Groundswell Award Winners Provide Hope To Struggling B2B Marketers

    Two Winners And One Finalist Demonstrate That Social Marketing Can Deliver Business Value With The Right Approach
    July 27, 2015 | Erna Alfred Liousas

    B2B marketing professionals trip and stumble trying to find social marketing approaches that can make the slightest dent in their business objectives. The good news is that some marketers have...

  • For Marketing Leadership Professionals

    Report

    Report Q&A: How Niche Social Networks Can Enhance Your Community Strategy

    March 27, 2015 | Kim Celestre

    Niche social networks — online communities of like-minded individuals who connect with each other about specialized, unique, or regional topics — have been around since the early days of the...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Take Social Customer Service Beyond Your Own Walled Garden

    February 19, 2015 | Ian Jacobs

    The modern consumer uses social media to communicate with family, friends, as well as companies. In response, companies have increased their investment in social media as a customer support...

  • For B2B Marketing Professionals

    Report

    Report Executive Q&A: How Online Communities Help You Achieve A Social Depth Objective

    December 29, 2014 | Kim Celestre

    Online communities have been undervalued by marketing leaders. According to a recent Forrester survey, communities are one of the least adopted tactics, yet they receive the second-highest...

  • For B2B Marketing Professionals

    Report

    Report Tip The Balance From Reference Customers To Advocates

    Capture Buyer Satisfaction And Enthusiasm Earlier
    February 5, 2014 | Peter O'Neill

    Most business-to-business (B2B) marketing budgets have a significant and recurring line item entitled "customer reference program," which involves extensive spending and effort so the sales force...

  • For Customer Insights Professionals

    Report

    Report How Private And Public Communities Can Bridge The Customer Insights Gap

    Merging Information From Private And Public Communities Creates Actionable Insights
    September 10, 2013 | Lindsey Colella

    Keeping in touch with consumers is more important than ever, but with so many touchpoints, what's the best way for customer insights professionals to go about this? Communities are a great way to...

  • For B2B Marketing Professionals

    Report

    Report How To Design Communities For Marketing

    A Social Marketer's Road Map To Achieving Social Depth
    August 7, 2013 | Kim Celestre

    Many marketers deploy online communities in hopes of providing greater depth about their brands, products, and services — but fail. You can avoid that fate if you focus on what you can control....

  • For Marketing Leadership Professionals

    Report

    Report The Forrester Wave™: Social Depth Platforms, Q3 2013

    We Evaluate Nine Community And Social Depth Marketing Technology Providers That Help Turn A Brand's Website Into A Social Hub
    July 9, 2013 | Kim Celestre, Zachary Reiss-Davis

    In Forrester's 57-criteria evaluation of social depth platforms (SDPs), we identified the nine most significant vendors — Acquia, Bazaarvoice, Get Satisfaction, Jive Software, Lithium Technologies,...

  • For B2B Marketing Professionals

    Report

    Report Align Your B2B Community Marketing With Your Customers' Life Cycle

    How, Why, And When Your Buyers Tap Into Communities
    April 22, 2013 | Kim Celestre

    Communities provide the interactions and content that buyers seek when they want to discover, explore, and engage with a brand. But business-to-business (B2B) marketers often hesitate to interact...

  • For Customer Insights Professionals

    Report

    Report Best Practices: Combining Mobile Behavioral Tracking Studies With Qualitative Insights

    Seven Best Practices For Successfully Using A Market Research Online Community For Behavioral Tracking
    March 21, 2013 | Lindsey Colella, Roxana Strohmenger

    Several market research online community (MROC) providers and client-side researchers are pushing the envelope with their communities and panels, using them as a platform for testing emerging...

  • For Marketing Leadership Professionals

    Report

    Report The SMART Tech Selection Guide For Community Marketers

    Tools And Technology: The B2B Online Community Playbook
    February 15, 2013 | Kim Celestre

    Many IT managers tell us that marketers seem quick to jump to technology selection without first articulating the business reason for or the organizational impact of those choices. On the other...

  • For Marketing Leadership Professionals

    Report

    Report The ROI Of "Owner" Communities

    A Tool To Help Tech Marketers Uncover The Economic Value Of Their Communities
    February 14, 2013 | Zachary Reiss-Davis, Shaheen Parks

    Two of the most common questions we receive from B2B marketers are "How do I know if it's worth having a community?" and "How can I prove to my executives that my community is worth their...

  • For B2B Marketing Professionals

    Report

    Report Role Profile: B2B Online Community Manager

    January 30, 2013 | Kim Celestre

    This report is designed to give B2B marketing professionals an introduction to the online community manager role as well as an overview of the general challenges facing an individual in this...

  • For Application Development & Delivery Professionals

    Report

    Report TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

    January 29, 2013 | Kate Leggett

    Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

  • For B2B Marketing Professionals

    Report

    Report "Owner" And "Sponsor" B2B Community Success Metrics

    The Right Way For Tech Marketers To Measure Effectiveness
    November 7, 2012 | Zachary Reiss-Davis, Kim Celestre

    As a B2B social marketer in charge of either owner or sponsor strategy communities, meaning communities that you operate — and fund — on your domain, you need to be able to set expectations for...

  • For B2B Marketing Professionals

    Report

    Report The Essential Steps To Community Success

    A Tech Marketer's Guide To Building Or Reviving A Community
    October 30, 2012 | Kim Celestre

    In this report, we provide you with a comprehensive road map to guide you through each essential step to build a strategy to revive your current online community or to launch a new one. Follow this...

  • For B2B Marketing Professionals

    Report

    Report Spotlight On Award-Winning Communities

    Learn B2B Tech Marketing Best Practices
    October 24, 2012 | Kim Celestre

    This report showcases the exemplary community processes into practice by Forrester's 2011 Groundswell Award winners and finalists. These community leaders did not achieve success by luck, rather...

  • For B2B Marketing Professionals

    Report

    Report 2012 Social Technographics® Of Your B2B Community Prospects

    What Tech Marketers Should Know About Buyers' Social Behaviors
    September 5, 2012 | Kim Celestre, Zachary Reiss-Davis

    B2B marketers have the difficult task of reaching multiple individuals at different seniority levels and roles across a company in order to influence a technology purchase decision. In addition,...