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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Forum Summit Asia Pacific

    The must-attend event for B2B & B2C marketing and CX leaders
    September 1, 2020 | Live Virtual Experience | Frederic Giron

    The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

  • Report Advance Your Approach To Customer Loyalty

    Assessment: The Customer Loyalty Playbook
    July 24, 2020 | Emily Collins

    If you're serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning,...

  • Webinar Understanding Ecosystems And The Trifurcating Partner Channel

    April 29, 2020 | Jay McBain

    We are in the middle of a major transformation of how companies go to market — in fact, 76% of business leaders agree that current business models will be unrecognizable in the next five...

  • Webinar The State Of Digitized Selling: Stop Testing The Waters And Go All In

    April 14, 2020 | Mary Shea

    As B2B buyers' expectations increase at a breakneck pace, selling organizations that maintain siloed human and digital routes that are disruptive to preferred buying motions risk alienating buyers...

  • Report Lessons In Customer Acquisition: Learn From DTC Disruptors' Consideration Strategies

    DTCs Establish Credible Differentiation Rapidly With Social Proof, Design, Trials, And Email
    April 10, 2020 | Ryan Skinner, Sarah Dawson

    Direct-to-consumer (DTC) disruptor brands are growth engines, capturing the imaginations (and wallets) of a new generation of consumers, often for entirely novel product or service categories....

  • Report Chart Your Course To B2B Marketing Transformation

    Roadmap: B2B Marketing Playbook
    March 9, 2020 | Lori Wizdo

    B2B marketing leaders must evolve — and quickly — from their traditional role of brand steward, lead-generation machine, and sales supporter to become an architect of engagement across the entire...

  • Report How To Be A Loyalty Company

    Vision: The Customer Loyalty Playbook
    February 28, 2020 | Emily Collins

    B2C marketers are already onboard with the idea that earning customer loyalty requires more than just offering a loyalty program. Yet they struggle to evolve their efforts when faced with the scope...

  • Report The Forrester Wave™: B2B Marketing Data Providers, Q3 2018 (Updated)

    The 12 Providers That Matter Most And How They Stack Up
    February 24, 2020 | Steven Casey

    In our 21-criteria evaluation of B2B marketing data providers, we identified the 12 most significant ones — Bombora, DataFox, DiscoverOrg, Dun & Bradstreet, Infogroup, InsideView, Leadspace, Orb...

  • Report Embrace A Unified Marketing Measurement Standard

    Executive Overview: The Marketing Measurement And Insights Playbook
    November 26, 2019 | Jim Nail, Tina Moffett

    Marketers must change their attitude toward measurement: away from passively reviewing post-campaign reports and toward proactively analyzing results and optimizing future marketing plans. To make...

  • Report Embrace Innovative Marketing

    Executive Overview Of The Marketing Innovation Playbook
    November 26, 2019 | Melissa Parrish

    Marketing has come a long way, but it is not yet customer obsessed. True marketing innovation focuses on evolving from staid and traditional marketing approaches toward a new worldview that...

  • Report The US Federal Customer Experience Index, 2019

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience
    November 7, 2019 | Rick Parrish, Laura Garvin Tramm

    The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...

  • Report Improve Loyalty Measurement With Behavioral And Emotional Metrics

    Performance Management: The Customer Loyalty Playbook
    October 4, 2019 | Emily Collins

    Earning customer loyalty is critical to business success, and B2C marketers need to be able to measure and demonstrate that loyalty to the business. Marketers predominantly rely on retention...

  • Report Increase B2B In-Person Event Payoff With Digital Immersion

    Four Best Practices Make Events More Contextual And Engaging
    August 14, 2019 | Laura Ramos, Matthew Camuso

    In a post-digital world, B2B buyers expect fluidity between digital and physical experiences. Still representing the largest chunk of the marketing budget, most B2B events do not take full...

  • Report The Forrester Wave™: Loyalty Service Providers, Q3 2019

    The 14 Providers That Matter Most And How They Stack Up
    July 15, 2019 | Emily Collins

    In our 22-criterion evaluation of loyalty service providers, we identified the 14 most significant ones — Aimia, Ansira, Bond Brand Loyalty, Brierley+Partners, Capgemini, Epsilon, ICF Next, Inte Q,...

  • Report Forrester Infographic: B2B Budgets Bank On Programs And Tech

    May 2, 2019 | Laura Ramos, Meredith Cain

    Large B2B companies spend, on average, about 7% of annual revenues on marketing programs, technology, market research, and data services. As proportionately more of the marketing budget shifts away...

  • Webinar Customer Engagement Marketing: How To Turn Loyal Customers Into Advocates

    March 21, 2019 | Laura Ramos, Matthew Camuso

    Customer stories and word of mouth are among the most powerful tools available to B2B marketers. From recognizable company logos to in-depth case studies, customers provide crucial evidence that...

  • Report Harness Marketing's Most Powerful Tool: Emotion

    New Techniques Reveal Consumers' Real Decision Process
    February 14, 2019 | Jim Nail

    Emotions are essential to marketing, experience, and loyalty but have long seemed beyond rigorous definition and quantification. But market research firms are translating recent neuroscience and...

  • Webinar Predictions 2019: B2B Marketing And Sales

    January 16, 2019 | Laura Ramos, Lori Wizdo, Steven Casey

    As B2B marketers increasingly lead the entire buying experience, they must establish a foundation of insights and pivot from campaign to engagement design that encompasses both digital and human...

  • Report Case Study: How Salesforce Built A Highly Effective Customer Success Organization

    Salesforce's Customer Success Group Is A Manifestation Of The Tech Giant's Values
    January 4, 2019 | TJ Keitt

    From Salesforce's inception, its co-CEO Marc Benioff has focused the business on making its clients successful. To fulfill this mission, the tech giant built the Customer Success Group (CSG), an...

  • Report Craft A Loyalty Strategy That Raises Your Firm's Maturity

    December 20, 2018 | Emily Collins

    Companies that attempt to drive loyalty with points and discounts alone will miss their mark. B2C marketers seeking to build a loyalty strategy that stands out need a game plan that addresses the...

  • Report For B2C Marketers, Customer Data Platforms Overpromise And Underdeliver

    Simplicity Isn't Enough To Solve Complex Marketing Challenges
    October 26, 2018 | Joe Stanhope, Stephanie Liu

    Enterprise B2C marketers face the convoluted task of wrangling myriad customer data to deliver customer-centric, contextually relevant engagement. Amid this challenge, customer data platforms...

  • Report Help Happy Customers Share Their Delight By Prioritizing Post-Sale Marketing

    How To Create Customer Advocacy Programs That Boost Your Brand's Influence And Success
    October 25, 2018 | Laura Ramos

    Customers would rather share their knowledge, experience, and advice than deliver some inconsequential, promotional testimonial. To tether post-sale experiences to authentic advocacy, B2B marketers...

  • Report Turn B2B Customer Goodwill Into Gold

    Use Four Advocate Marketing Personalities To Set Your Customer Engagement Strategy And Deliver Positive Outcomes
    October 3, 2018 | Laura Ramos, Matthew Camuso

    Creating disjointed customer programs to tactically address demands for references, evidence, and feedback ends up confusing customers, burning them out, or creating less-than-ideal experiences....