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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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  • Report Mobile Channel Strategy: An Overview

    How eBusiness Leaders Should Approach Mobile As A Sales And Service Channel

    Across the globe, the mobile channel is growing at a rapid rate. eBusiness and channel strategy leaders at B2B and B2C firms are at the forefront: 94% of eBusiness managers we surveyed are either...

  • Report The Building Blocks For Social Success In eBusiness

    September 23, 2010 | Elizabeth Davis, Carrie Johnson

    As consumers become more comfortable integrating social tools into their everyday lives, eBusiness leaders seek the right social strategy to achieve their goals. While the benefits of social media...

  • Report How eBusiness Firms Use Social Tools To Connect With Customers

    January 7, 2010 | Elizabeth Davis, Carrie Johnson

    As consumers increasingly use social media to connect with each other and with brands, eBusiness executives seek to understand how — and if — these tools can drive online sales and service. To see...

  • 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 How To Get Customers To Shop Online

    How Consumers Research, Buy, And Get Service
    April 16, 2008 | Carrie Johnson

    Our research still shows that despite the adoption of online transactions, consumers prefer in-store experiences over the Web when it comes to researching, buying, and getting customer service....

  • Report Web Buyers — And Their Expectations — Grow Up

    Experienced Web Buyers Are Becoming The New Mainstream
    March 11, 2008 | Carrie Johnson

    The online shopper is maturing: Only one in 10 Web buyers has less than one year of online shopping experience, down from one out of five Web buyers in 2005. In fact, today, nearly one-third of Web...

  • Report eBusiness Managers Test The Social Computing Waters

    Results Of Our Third eBusiness, Channel And Product Management Survey
    November 2, 2007 | Carrie Johnson, Elizabeth Davis

    Forrester recently conducted a survey of our eBusiness, channel and product management research panel on the topic of Social Computing in September 2007. We found that eBusiness firms struggle to...

  • Report How Big Online Spenders Use The Web

    US Adults Who Transact Online Are More Likely To Use The Web For Everything
    October 30, 2007 | Carrie Johnson, Elizabeth Davis

    Online transactors — US online adults who bank online, apply for health insurance online, and book air travel online — are incorporating a wide variety of online activities into their daily lives....

  • Report Connected Gen Yers Create Custom Products Online

    Social Computing Increases The Creation And Importance Of Custom Products
    June 30, 2007 | Carrie Johnson

    Interest in creating custom consumer products has remained flat overall during the past three years. But, as more young consumers embrace Social Computing, it's not surprising that Gen Yers are the...

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