82 results in Reports
 

Sorry — your search returned 0 results, so we expanded the date range to "All".

Sort by:
Refine
  • Consumer Electronics
  • Packaged Solutions

Featured content

The SaaS Transformation Playbook For 2019

Drive Greater Speed, Innovation, And Adoption With SaaS Transformation

Companies looking to maintain their competitive edge and execute on digital transformation strategies need modern, flexible business applications. Forrester's software-as-a-service (SaaS)...

Search Results

  • Report Designing A Mobile Empowered Product Strategy

    An Empowered Report: Applying The IDEA Framework To Smartphone Users
    September 7, 2010 | J. P. Gownder

    Product strategists developing mobile offerings should take inspiration from Forrester's new book Empowered. When designing a mobile product strategy, they should employ a mobile version of the...

  • Report How Canadian Insurance Customers Use Different Channels

    August 24, 2010 | Ellen Carney, Peter Wannemacher

    Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

  • Report Making Proactive Chat Work

    Maximizing Sales And Service Requires Ongoing Refinement
    June 4, 2010 | Diane Clarkson

    Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

  • Report Web-Phone User Experience 2010: PC Laptop Manufacturers

    Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms
    May 27, 2010 | Adele Sage

    Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

  • Report What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

    April 9, 2010 | Adele Sage

    Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who stayed with...

  • Report Trends 2010: European Retail eBusiness And Channel Strategy

    Online Commerce Will Remain Resilient During The Coming Quarters
    February 18, 2010 | Lauriane Camus, Patti Freeman Evans

    While the major markets in Western Europe are still emerging from the impact of the financial crisis, the Internet channel continues to gain awareness and traction among consumers. Retail eBusiness...

  • Report Developing An Online Customer Service Strategy

    February 12, 2010 | Diane Clarkson

    Developing cohesive online customer service has never been more important. Expanding the role of online customer service can achieve multiple objectives including lifting brand favorability,...

  • Report Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

    February 11, 2010 | Natalie L. Petouhoff, Ph.D.

    According to Forrester data, 91% of executives say that customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customer experiences over lower...

  • Report Rating Customer Service Experiences, 2010

    Consumers Evaluate Customer Service At 92 Companies
    January 28, 2010 | Bruce D. Temkin

    Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...

  • Report How Carphone Warehouse Uses Twitter And Social Media To Transform Customer Service

    January 26, 2010 | Natalie L. Petouhoff, Ph.D.

    The Carphone Warehouse (CPW) is Europe's leading independent retailer of mobile phones and services, with more than 2,400 stores in nine countries. Because CPW's customers posted comments about...

  • Report Topic Overview: Social CRM Goes Mainstream

    January 5, 2010 | William Band, Natalie L. Petouhoff, Ph.D.

    Forrester's customer relationship management (CRM) research helps business process professionals embrace best practices — from process optimization to technology implementation — to improve...

  • Report Consumers Expect Poor Service Experiences

    Customer Service Expectations Across 10 Industries And Five Generations
    December 2, 2009 | Bruce D. Temkin

    Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue....

  • Report The Forrester Wave™: US Online Video Platforms, Q4 2009

    Brightcove And Ooyala Lead A Maturing Market
    November 6, 2009 | Bobby Tulsiani

    In Forrester's 37-criteria evaluation of online video platform vendors, Brightcove and Ooyala lead the pack with their end-to-end product offerings that target organizations of all sizes. VMIX and...

  • Report Technographics® Survey Highlights: US Insurance Channel Preferences

    October 19, 2009 | Jacqueline Anderson

    This highlight deck summarizes the key findings from Forrester’s North American Technographics® Investments And Insurance Online Survey, Q3 2009 (US).This deck covers channel preferences for...

  • Report Rewrite The Netbook Story For Business Technology Buyers

    Position Netbooks For Business Use — Especially In Emerging Markets
    October 9, 2009 | Jennifer Belissent, Ph.D.

    For a device that originated in the concept of the $100-laptop, the netbook certainly hasn't been fully marketed to emerging markets. Nor have firms really marketed netbooks for serious business...

  • Report Case Study: Cisco Consumer Business Group Builds The Business Case For Social Media

    Best Practices In Customer Service Social Media
    September 28, 2009 | Natalie L. Petouhoff, Ph.D.

    Consumer Business Group (CBG) — formerly Linksys — is a division of Cisco that offers a wide variety of consumer and small office voice over IP (VoIP) and networking solutions such as routers,...

  • Report How To Improve Searchable Self-Service Online

    eBusiness Professionals Must Focus On Site Search And FAQs To Deflect Call Center Calls
    September 11, 2009 | Diane Clarkson

    Searchable self-service and frequently asked questions (FAQs) are among the most commonly accessed customer service touchpoints, but there is a lot of room for improvement. Poor performance...

  • Report The State Of Retailing Online 2009: Merchandising And Web Optimization

    August 14, 2009 | Sucharita Kodali

    The annual fielding of "The State of Retailing Online," a Shop.org study conducted by Forrester Research, asked retailers about their prioritization and success rates regarding more than 50 site...

  • Report How US Credit Card Customers Use And Rate Issuers' Secure Sites

    Customers Do Little More Than View And Pay Their Bills Online
    July 30, 2009 | Emmett Higdon, Peter Wannemacher

    There are more than 175 million credit card owners in the US, 85% of whom go online at least monthly. Overall, 73% of cardholders have used at least one feature on their provider's Web site in the...

  • Report Who Wants Low Prices Or Good Customer Service?

    Examining Four Segments Of Consumers Across 12 Industries
    July 23, 2009 | Bruce D. Temkin

    In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

  • Report Enhance Your Product Strategy With Convenient Customer Service

    June 22, 2009 | Doug Williams

    Customer service has become an integral part of product strategy, and, as such, it should now be a primary concern of consumer product strategy professionals. Customer service has also grown more...

  • Report Using Channel Satisfaction Data To Build The Business Case For eBusiness

    May 26, 2009 | Carrie Johnson, Elizabeth Davis

    Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different...

  • Report Customer Service Trumps Price

    US Consumers Pick Good Customer Service Over Low Prices In 12 Industries
    May 15, 2009 | Bruce D. Temkin

    Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the...

  • Report ChanSat India 2009: The Voice Of India's IT Channel Community

    May 1, 2009 | Tirthankar Sen

    It is of paramount importance to have an appropriate channel strategy in a geographically diverse market like India in order to cater to the growing opportunities. This document is based on a...

  • Report The State Of Customer Experience, 2009

    Customer Experience Management Enters Into Adolescence
    April 24, 2009 | Bruce D. Temkin

    Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are...