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  • Key Performance Indicators (KPIs)

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  • 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 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 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 eBusiness & Channel Strategy Professionals

    Report

    Report Define Customer Impact Metrics To Drive Digital Business Success

    Performance Management: The Digital Business Transformation Playbook
    February 1, 2017 | Michelle Beeson

    Digital business has broken traditional channel-centric metrics. Key performance indicators (KPIs) that measure the success of a single touchpoint fail to describe how each contributes to customer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Establish Customer-Centric Metrics For Digital Insurance

    Performance Management: The Digital Insurance Strategy Playbook
    December 23, 2016 | Zhi Ying Ng

    Digital insurance success demands new metrics. Typical key performance indicators (KPIs) for digital insurance are often product-focused or channel-siloed, rather than customer-focused, and do not...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Establish Customer-Centric Metrics For Digital Banking

    Performance Management: The Digital Banking Strategy Playbook
    December 22, 2016 | Zhi Ying Ng

    Digital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-focused or channel-siloed, rather than customer-focused, and do not...

  • For Enterprise Architecture Professionals

    Report

    Report Create KPIs That Show The Effectiveness Of Your Information Strategy

    Continuous Improvement: The Information Strategy And Architecture Playbook
    December 16, 2016 | Gene Leganza

    How effective is your information strategy? You can't answer that question without comprehensive assessment and key performance indicators (KPIs) that specifically target your information...

  • For Enterprise Architecture Professionals

    Report

    Report Let The Adjacent Possible Guide Your Information Strategy

    Strategic Plan: The Information Strategy And Architecture Playbook
    December 13, 2016 | Gene Leganza

    A new era of information agility is upon us — but many organizations have immature data management capabilities and are not in a position to jump on the newfound craving for analytics-driven...

  • For Application Development & Delivery Professionals

    Report

    Report Supply Chain KPIs That Support Digital Business

    A Shift In Customers' Expectations Requires A Shift In Metrics
    November 8, 2016 | Phoenix Zhang

    The quality of your customers' experience depends on how quickly you get the right product to them. This task challenges supply chain management, logistics, as well as application development and...

  • For CIO Professionals

    Report

    Report Define New Metrics For Digital Business Success

    Performance Management: The CIO Digital Business Transformation Playbook
    October 7, 2016 | Nigel Fenwick, Tim Sheedy

    While you can't manage what you don't measure, measuring the wrong things inevitably leads to organizational dysfunction at best and failure at worst. This report sets out the case for why CIOs...

  • For Customer Insights Professionals

    Report

    Report Analyzing Analytics: How To Measure The Impact Of Customer Analytics

    Performance Management: The Customer Analytics Playbook
    September 26, 2016 | Brandon Purcell

    Customer insights (CI) professionals may be great at building predictive models, but they often struggle to prove their value to the business. This report gives CI pros a framework for performance...

  • For Application Development & Delivery Professionals

    Report

    Report Make Smart Mobile Development Decisions

    Business Case: The Mobile App Development Playbook
    August 19, 2016 | Michael Facemire, John M. Wargo

    Application development and delivery (AD&D) professionals are not usually the driving force behind creating the business case for mobile — but that doesn't mean they don't have a role to play....

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Choose The Right Metrics For Commerce Apps

    Performance Management: The Mobile eBusiness Playbook
    June 23, 2016 | Julie A. Ask

    Metrics are key to enabling smart business decisions. Too many digital business professionals want to benchmark their performance versus their competition rather than devise a scorecard that aligns...

  • For Security & Risk Professionals

    Report

    Report Measure GRC Performance To Show Processes And Data Reliability

    Performance Management: The Governance, Risk, And Compliance Playbook
    April 28, 2016 | Renee Murphy

    The more complex a program is, the more difficult it is to mature and maintain it. The more complicated the business process is, the faster and more devastating this breakdown can be. Strong...

  • For Application Development & Delivery Professionals

    Report

    Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    April 11, 2016 | 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 B2C Marketing Professionals

    Report

    Report The State Of Mobile Marketer Tactics: 2016

    Benchmarks: The Mobile Marketing Playbook
    March 21, 2016 | Thomas Husson

    Marketers can leverage many different tactics from native apps to responsive web design (RWD), augmented reality, or beacons to engage consumers. They often lack an understanding of how their peers...

  • For B2C Marketing Professionals

    Report

    Report Make The Most Of Analytics To Meet Your Mobile Objectives

    Performance Management: The Mobile Marketing Playbook
    January 21, 2016 | Thomas Husson

    Mobile's share of web traffic is accelerating dramatically and now is over 40% in several countries. For some companies, including many in media, more than half of all visits come via mobile...

  • For Analyst Relations Professionals

    Report

    Report Fuel Executive Commitment To AR Through Value-Driven Progress Reports

    September 17, 2015 | Kevin Lucas

    Once your executives agree to back an analyst relations (AR) plan, they need regular reports that expose the value AR is delivering. AR managers therefore need to know who to report progress to, in...

  • For Application Development & Delivery Professionals

    Report

    Report Ground Applications Strategy In Business Imperatives

    July 15, 2015 | George Lawrie

    This report outlines the role of business strategy in Forrester's solution for application development and delivery (AD&D) professionals working on business applications strategy. Large firms are...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Use Analytics To Build Mobile Advantage

    December 11, 2014 | Julie A. Ask

    Consumer expectations have shifted. As a result of their perpetual mobile connections, consumers have experienced what Forrester calls a mobile mind shift: the expectation that they can get...

  • For Customer Insights Professionals

    Report

    Report Sharpen Your Competitive Edge With A Digital Intelligence Strategic Plan

    December 5, 2014 | James McCormick

    As customers effortlessly move across digital touchpoints and as marketing campaigns span an increasing number of channels, the need for comprehensive analytics has never been greater. But...

  • For B2B Marketing Professionals

    Report

    Report Partner Loyalty Metrics That Matter

    Effectively Measure Your Channel Programs
    December 5, 2014 | Tim Harmon

    Program performance management is about systematic measurement and relentless adjustment, in this case, of your channel partner loyalty program. The first step for sales enablement professionals in...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Retail eCommerce In Brazil: Key Metrics 2014

    Understanding KPIs In Latin America's Largest eCommerce Market
    October 20, 2014 | Zia Daniell Wigder, Lily Varon

    The Retail eCommerce In Brazil series summarizes the results of a survey that Forrester Research conducted together with E-Commerce Brasil in August and September 2014. In this survey, respondents...