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  • Report Digital Business Requires Agile Financial Planning

    Performance Management: The Strategic Portfolio Management Playbook
    February 28, 2019 | Margo Visitacion

    In the battle to win new customers, companies have turned to Agile practices to deliver software-based products and services that provide great customer experiences. The shift to Agile dev...

  • Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    February 26, 2019 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...

  • Report The Forrester Wave™: Marketing Resource Management, Q3 2018

    The Eight Providers That Matter Most And How They Stack Up
    August 22, 2018 | Rusty Warner, Ryan Skinner

    In our 35-criteria evaluation of marketing resource management (MRM) providers, we identified the eight most significant ones — Aprimo, BrandMaker, IBM, Percolate, SAP, SAS, Stylelabs, and...

  • Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    May 9, 2018 | Kate Leggett, John Bruno

    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)...

  • Report How To Adapt Project Estimations For An Agile World

    Change Traditional Estimation, Measurement, And Budgeting To Support Scaling Agile
    April 6, 2018 | Diego Lo Giudice

    Agile techniques create more software value for the business — more quickly than traditional methods. While development and operations (DevOps) accelerates Agile adoption, traditional estimation,...

  • Report Now Tech: Enterprise Performance Management, Q1 2018

    Forrester's Landscape Overview Of 19 Providers In EPM
    February 8, 2018 | Paul D. Hamerman

    You can use enterprise performance management (EPM) software to plan and forecast with flexible modeling capabilities, gain insight into business performance, and meet structured financial and...

  • Report Engagement Costs Continue To Rise Even With Digital: Here's How To Fight It

    Five Steps To Reinvent Customer Service In A Post-Digital World
    September 7, 2017 | Kate Leggett

    Customers use a broad spectrum of channels to interact with a company. Often, they shift from one channel to another — or even use more than one simultaneously. As more channels and touchpoints...

  • Report Grow Your Revenue Stream With Customer-Centric Finance Technology

    Recalibrate Your Finance Technology Strategy To Grow Revenue, Increase Customer Value, And Transform Your Business
    May 19, 2017 | Paul D. Hamerman

    Costs, controls, and compliance — the three C's of finance — are essential but do not strategically align to growth and innovation in your business. A fourth C — the customer — is a strategic key...

  • Report Collaborate With Finance To Prove Marketing's Business Value

    Align Goals To Ensure Marketing Continues To Contribute To The Bottom Line
    May 17, 2017 | Tina Moffett

    Competition, consumer choice, and innovation force firms to scrutinize key financial metrics to meet revenue goals and keep up with market demand. B2C marketers are now more accountable and must...

  • Report CX Teams: What They Do, Where They Report, How Big They Are, And How Much They Spend

    May 8, 2017 | Samuel Stern

    In May and June of 2016, Forrester fielded a survey to customer experience (CX) professionals across the globe and received hundreds of completed responses detailing what CX professionals are...