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  • Report Five Networking Metrics To Discard — And Five To Embrace

    Traditional Networking Metrics Are Smothering Your Digital Initiatives
    May 18, 2018 | Andre Kindness

    Metrics are key to using technology correctly and enabling smart business decisions. While many networking organizations have adopted new technologies, few have changed their measurements systems;...

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

    Performance Management: The Contact Centers For Customer Service Playbook
    May 1, 2018 | 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 of them capture extensive...

  • Report Develop Data Privacy Metrics That Matter To The Business

    Performance Management: The Data Security And Privacy Playbook
    April 24, 2018 | Enza Iannopollo

    A commitment to security and privacy enables firms to build trusted customer relationships that increase revenue. Security and privacy teams must establish data security and privacy programs that...

  • Report Harness Loyalty Insights To Build Business Advantage

    Processes: The Customer Loyalty Playbook
    April 2, 2018 | Emily Collins

    Many B2C marketers deploy loyalty programs to incentivize behavior and collect valuable customer data. But most squander the full opportunity of their investment when they fail to convert data into...

  • Report Craft Zero Trust Security Metrics That Matter To Your Business

    Performance Management: The Zero Trust Security Playbook
    March 27, 2018 | Stephanie Balaouras

    Forrester's Zero Trust (ZT) Model of information security demands that security teams eliminate the dangerous trust assumptions underpinning perimeter-based security architectures. When you embrace...

  • Report Develop An Enterprise Architecture Strategy Aligned With Business Challenges

    Strategic Plan: The EA Practice Playbook
    March 23, 2018 | Gordon Barnett

    Many enterprise architecture (EA) teams strive to be more business-focused and strategically engaged — but getting there isn't easy. To succeed, EA leaders must reset stakeholder expectations and...

  • Report Forrester's Scorecard For AR And Direct Sales

    March 14, 2018 | Kevin Lucas

    This self-assessment tool helps you review your current ability to support your company’s direct sales operation via your industry analyst relations (AR) program, analyze its weaknesses, and...

  • Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    March 6, 2018 | Kate Leggett, John Bruno

    To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

  • Report Industry Analyst Relations And Insight

    Insight: The Industry Analyst Relations Playbook
    March 6, 2018 | Kevin Lucas

    Insight is analyst relations' (AR's) forgotten child, usually coming second to influence. Yet AR spends more on insight than on influence, and analysts think insight is what they exist to deliver....

  • Report Track Digital Banking Success With Customer-Centric Metrics

    Performance Management: The Digital Banking Strategy Playbook
    February 15, 2018 | Zhi-Ying Barry

    Digital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-centric or channel-specific, rather than customer-focused. Digital...

  • Report Develop Cloud Metrics Using The Balanced Scorecard

    Performance Management: The Cloud Computing Playbook
    February 14, 2018 | Lauren E. Nelson, Sophia I. Vargas

    Crafting and measuring the right metrics for your cloud strategy is essential for success. But measuring cloud computing in business terms is probably unnatural for your technology team. Leading...

  • Report Use Four Key Categories To Measure What Matters In Continuous Deployment

    Performance Management: The Continuous Deployment Playbook
    February 9, 2018 | Eveline Oehrlich, Robert Stroud

    Many infrastructure & operations (I&O) leaders and their teams struggle with development and operations (DevOps) measurement. Use this report to: 1) pinpoint the factors that are holding you back...

  • Report Eight Steps To Optimize Strategic Portfolio Management

    Strategic Plan: The Strategic Portfolio Management Playbook
    February 1, 2018 | Margo Visitacion

    Enterprise architecture (EA) and portfolio management professionals must leverage strategic portfolio management to guide the right investment decisions while enabling Agile delivery of products...

  • Report Track Digital Insurance Success With Customer-Centric Metrics

    Performance Management: The Digital Insurance Strategy Playbook
    January 26, 2018 | Zhi-Ying Barry

    Digital insurance success demands new metrics. Typical key performance indicators (KPIs) for digital insurance are often product-centric or channel-specific rather than customer-focused. Digital...

  • Report Measuring Mobile Apps

    January 17, 2018 | Jeffrey S. Hammond, Michael Facemire

    Mobile users drive development teams to deliver new features and capabilities. Mobile performance management tools provide an essential feedback loop to guide the content of these updates. The...

  • Report Apply Maslow's Hierarchy And Deming's PDCA Cycle For Continuous Infrastructure Improvement

    Continuous Improvement: The Infrastructure Transformation Playbook
    January 12, 2018 | Naveen Chhabra

    Infrastructure and operations (I&O) teams have a broader charter in the age of the customer. I&O pros must optimize their infrastructure people, processes, and technology in pursuit of customer...

  • Report Marketers: Stop Using Vanity Metrics To Value Your Marketing

    Performance Management: The Marketing Measurement And Insights Playbook
    January 11, 2018 | Tina Moffett

    B2C marketers have a glut of metrics to help them determine marketing effectiveness. But more metrics don't necessarily mean better insights. Marketers must let go of vanity-based metrics — such as...

  • Report Evaluate Your Capacity For Customer-Obsessed Marketing

    January 4, 2018 | Laura Ramos, Caroline Robertson

    B2B marketers know that the journey to become customer obsessed will fundamentally reset current routines and day-to-day operations. This report includes a self-evaluation tool that helps you...

  • Report The State Of Mobile Advertising: Context And Measurement Wanted

    Outdated Measurement Tools And KPIs Leave Advertisers In The Dark
    December 19, 2017 | Samantha Merlivat

    Forrester partnered with the Mobile Marketing Association (MMA) to survey global marketers on their mobile advertising practice. Mobile has taken a more prominent role in brands' advertising...

  • 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...

  • 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...

  • Report Metrics That Matter For B2B Marketers

    Focus On Measuring Business Outcomes, Not Program Outputs
    November 16, 2017 | Allison Snow

    B2B marketers must do more than measure things like click-through rates and event attendance; they need to show how their activity directly affects business results. This report helps marketers...

  • Report A Dangerous Disconnect: Executives Overestimate DevOps Maturity

    September 13, 2017 | Robert Stroud, Elinor Klavens

    Development and operations (DevOps) is getting a lot of buzz and proving to be a profound driver of business transformation. But we're also seeing a lot of misinformation: While many organizations...

  • Report Metrics That Matter In Account-Based Marketing

    Use Comparative Metrics Across The Six Stages Of The Customer Life Cycle To Reveal The Value Of ABM
    August 9, 2017 | Allison Snow

    B2B marketers believe that account-based marketing (ABM) can boost marketing performance but need to demonstrate its impact. ABM is relevant across the customer life cycle, not just new account...

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