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  • Measurement

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  • For eBusiness & Channel Strategy Professionals

    Report

    Report Choose The Right Metrics For Commerce Apps

    Performance Management: The Mobile eBusiness Playbook
    November 21, 2017 | Julie A. Ask

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

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Mobile Mind Shift Maturity Framework

    Assessment: The Mobile eBusiness Playbook
    November 20, 2017 | Julie A. Ask

    Few companies have adapted to the mobile mind shift, as many lack the resources, budget, and organization to make the shift. This report helps digital business professionals understand the path to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Assess How Your Omnichannel Capabilities Stack Up

    Benchmarks: The Omnichannel Commerce Playbook
    November 13, 2017 | Michelle Beeson

    Forrester's 2017 Retail Omnichannel Capabilities Assessment benchmarked 16 leading UK and US retailers to help digital business executives understand how their omnichannel capabilities compare with...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Retail eCommerce Metrics That Matter

    Performance Management: The Retail eCommerce Playbook
    October 31, 2017 | Fiona Swerdlow

    To achieve key business goals — such as increasing retail sales — digital business retail executives need to ensure that they have the right metrics in place. These metrics should track customers'...

  • For Application Development & Delivery Professionals

    Report

    Report Refine The Source Of Truth In Your Contact Center To Improve Performance

    Performance Management: The Contact Centers For Customer Service Playbook
    October 30, 2017 | Art Schoeller

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers don't lack for performance data, especially now that many capture extensive customer...

  • For B2C Marketing Professionals

    Report

    Report Exercise Complete Control To Maximize Media ROI

    Road Map: The Digital Media Buying Playbook
    October 27, 2017 | Susan Bidel

    Digital media buying has evolved through a process of testing and learning, which inevitably leads to mistakes in strategies, tactics, and partnerships. B2C marketing professionals: Don't let these...

  • For Application Development & Delivery Professionals

    Report

    Report Assess Your Digital Experience Delivery Maturity

    Assessment: The Digital Experience Delivery Playbook
    October 26, 2017 | Danielle Jessee, Mark Grannan

    How should application development and delivery (AD&D) pros assess their maturity in delivering digital customer experience initiatives? This report asks questions such as: Do you have the right...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Omnichannel Commerce Metrics That Matter

    Performance Management: The Omnichannel Commerce Playbook
    October 25, 2017 | Brendan Witcher

    To achieve key business goals with omnichannel programs, digital strategy professionals need to ensure that they have the right metrics in place. But not all metrics are created equal, and success...

  • For Security & Risk Professionals

    Report

    Report The State Of Data Security And Privacy: 2017 To 2018

    Benchmarks: The Data Security And Privacy Playbook
    October 24, 2017 | Heidi Shey, Alexander Spiliotes

    Throughout the year, Forrester analysts engage in hundreds of discussions about data security and privacy. This data-driven report outlines budgeting and spending, technology adoption plans, and...

  • For Security & Risk Professionals

    Report

    Report Understand The State Of Identity And Access Management: 2017 To 2018

    Benchmarks: The Identity And Access Management Playbook
    October 24, 2017 | Merritt Maxim, Andras Cser

    This report provides spending and technology adoption benchmarks for security and risk (S&R) leaders responsible for developing an organizationwide identity and access management (IAM) strategy....

  • For Customer Experience Professionals

    Report

    Report Elevate And Scale Your CX Measurement Program

    Advance Your Measurement Practices For CX Transformation

    Once organizations have established a minimum viable program for measuring customer experience (CX), they are ready to move on to the next phase — advancing the measurement program. This requires...

  • For Customer Experience Professionals

    Report

    Report The Future Of CX Measurement

    Innovate Measurement Practices For CX Transformation
    October 19, 2017 | Maxie Schmidt-Subramanian

    Three trends are disrupting how companies measure customer experience (CX). These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement...

  • For Customer Experience Professionals

    Report

    Report Establish A CX Measurement Program In Seven Steps

    Establish Your Measurement Practices For CX Transformation

    Customer experience (CX) transformation requires companies to quantify the quality of experiences and their link to the organization's overall metrics. To do this, CX leaders need to establish...

  • For B2C Marketing Professionals

    Report

    Report Accelerate Modern Marketing With Real-Time Interaction Management

    Benchmarks: The Enterprise Marketing Technology Playbook
    October 17, 2017 | Rusty Warner

    Customer-obsessed firms sustain competitive advantage by delivering value and utility in their customers' moments of need. Real-time interaction management (RTIM) enables B2C marketers to meet...

  • For Security & Risk Professionals

    Report

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

    Strategic Plan: The S&R Practice Playbook
    October 16, 2017 | Jeff Pollard

    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...

  • For B2C Marketing Professionals

    Report

    Report Mobile-First Is Not Enough

    Benchmark Your Mobile Marketing Approach
    October 10, 2017 | Thomas Husson

    Over the past few years, "mobile first" has become the new marketing imperative. However, few B2C marketers are good at executing this concept. More importantly, focusing solely on mobile-first...

  • For B2C Marketing Professionals

    Report

    Report The State Of Empowered Customers And Technology: Benchmark 2017, Global

    Global Consumer Technographics®
    October 6, 2017 | Anjali Lai

    Consumer behaviors and expectations are rapidly evolving, but the rate of change differs across the globe. And while similar attitudes drive the most empowered customers, their device usage varies...

  • For B2C Marketing Professionals

    Report

    Report Make The Case For Ad Technology Investments

    Business Case: The Digital Media Buying Playbook

    Advertising technologies (adtech) promise to improve media performance, make customer data more actionable, and boost efficiency. This report helps B2C marketing pros make a convincing business...

  • For B2C Marketing Professionals

    Report

    Report Link Insights To Action With A Measurement-Driven Organization

    Organization: The Marketing Measurement And Insights Playbook
    October 3, 2017 | Tina Moffett

    Firms are eager to develop a more advanced marketing performance measurement approach as the next step in optimizing marketing budgets. B2C marketers must coordinate measurement goals and...

  • For Application Development & Delivery Professionals

    Report

    Report The Business Impact Of Digital Experience Technology Is Profitable Growth

    Business Case: The Digital Experience Delivery Playbook
    October 3, 2017 | Ted Schadler

    Armed with the methods in this report, application development and delivery (AD&D) professionals can help their companies link digital experience strategy to the technology road map. First, assess...

  • For Customer Insights Professionals

    Report

    Report The State Of Customer Analytics 2017

    Benchmarks: The Customer Analytics Playbook
    September 25, 2017 | Brandon Purcell

    To assess the state of analytics adoption, including goals, challenges, and analytics sophistication, Forrester and Burtch Works fielded an online survey to 229 customer analytics and measurement...

  • For Application Development & Delivery Professionals

    Report

    Report Define The Right Metrics For Tracking CRM Success

    Performance Management: The CRM Playbook
    September 21, 2017 | John Bruno, Kate Leggett

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. This report...

  • For B2C Marketing Professionals

    Report

    Report Everyone Uses Social; Few Know If It Works

    Benchmarks: The Social Marketing Playbook
    September 20, 2017 | Melissa Parrish

    Social is no longer a new tool in the marketer's toolbox, but how brands use it is progressing far more slowly than innovations in social networks and platforms. This report reveals how B2C...

  • For Application Development & Delivery Professionals

    Report

    Report Build The Right Software Better And Faster With Agile And DevOps Metrics

    Performance Management: The Modern Application Delivery Playbook
    September 18, 2017 | Diego Lo Giudice

    Customer-obsessed strategies put application development and delivery (AD&D) leaders under tremendous pressure to deliver fast over perfect! But AD&D pros also know that they must deliver high...

  • For CMO Professionals

    Report

    Report Australia And New Zealand Firms Jump-Start Their Journey To Customer Obsession

    Learn From Firms That Benchmark Themselves Against Their Peers
    September 18, 2017 | Michael Barnes

    Forrester's Customer Obsession Assessment (COA) helps you gauge your customer obsession maturity against that of your peers. This report applies the COA to firms based in Australia and New Zealand...

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