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  • Report AR's Graveyard: Unmet Sales Commitments

    August 4, 2020 | Kevin Lucas

    The proportion of industry analyst relations (AR) people who commit to supporting sales among all AR people whom we survey has barely reached 50% since 2007. And AR's not improving enough either —...

  • Webinar Deliver The Metrics That Matter With The Objectives And Key Results (OKRs) Framework

    July 9, 2020 | Cinny Little

    Your work may include one or more of the following: data analytics; digital, customer, or consumer insights or research; strategy and planning; marketing; and competitive intelligence. Are you...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report Target Industry Analyst Relations With Achievable Metrics

    Benchmarks: The Industry Analyst Relations Playbook
    December 9, 2019 | Kevin Lucas

    Myriad options puzzle industry analyst relations (AR) as it tries to measure the value it brings to high-tech vendors and to deliver consistently against related targets. A Forrester trends survey...

  • Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    November 15, 2019 | Kate Leggett

    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 The Top 10 NPS Questions Answered

    What CX Professionals Should Know About Net Promoter Score
    November 7, 2019 | Maxie Schmidt-Subramanian

    Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve...

  • Report Employee Experience Is Crucial To Success In The Era Of AI, Automation, And Robotics

    Driving A Successful Employee Experience Also Drives A Higher RQ
    September 16, 2019 | J. P. Gownder, David Johnson

    Employees often resist when a firm implements AI, automation, and robotics. Many fear losing their job, mistrust their robot colleagues, and worry that if they do embrace the technology, they'll...

  • Report Evaluate Your Marketing Performance Measurement Maturity

    Assessment: The Marketing Measurement And Insights Playbook
    May 15, 2019 | Jim Nail

    Enterprises constantly ask their B2C marketing professionals to measure the impact of marketing and media campaigns on key business metrics. This requires marketers to go beyond reports of siloed...

  • Report Professional Industry Analyst Relations Measurement

    Performance Management: The Industry Analyst Relations Playbook
    February 21, 2019 | 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...

  • Report Demystifying Financial Metrics For CX

    January 2, 2019 | Tom Mouhsian

    Customer experience (CX) professionals must trace CX outcomes to core financial metrics in order to establish the material impact of CX performance and initiatives that aim to drive CX quality. For...

  • Report The State Of CX Management Maturity, 2018

    December 31, 2018 | Rick Parrish

    Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX...

  • Report Build Capabilities For Measurement Success

    December 7, 2018 | Jim Nail

    Technology, data, and analytics enable a more sophisticated approach to measuring marketing performance than simplistic last-touch methods or brand-lift approaches. But to evolve to a data-driven,...

  • Report Measure GRC Performance To Show Processes And Data Reliability

    Performance Management: The Governance, Risk, And Compliance Playbook
    December 6, 2018 | 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...

  • Report Use Forrester's CISO Strategic Canvas To Align Security With Business

    November 21, 2018 | Jeff Pollard, Jinan Budge

    Security leaders know it's critical to align their efforts to the business, speak their business colleagues' language, and show support for business objectives. But with never-ending inbound...

  • Report EA Metrics That Matter

    Benchmarks: The EA Practice Playbook
    November 19, 2018 | Gordon Barnett

    Enterprise architecture (EA) leaders are struggling to define metrics that demonstrate the value delivered by their EA practice. This report lays out the core categories of EA metrics, recommends...