For Customer Intelligence Professionals

Case Study: The UK's Channel 4 Decodes Customer Engagement

How To Measure Engagement To Drive Business Results

by Julie M. Katz, November 20, 2009

Despite Forrester's four-part engagement definition, many Customer Intelligence professionals struggle to find the best way to measure engagement. When Channel 4 (C4), a media outlet in the UK, shifted its teen programming from TV to online, it needed . . .

For B2B Market Research Professionals

The Online Panel Quality Wars: All Market Researchers Benefit — Especially B2B Tech

by Brad Bortner, November 20, 2009

At the same time that online quantitative research has taken off, dubiousness abounds about the representation of the online panel sample. Buyers ask: Are panels representative of the markets researchers use them for? What can we do about the moral hazard . . .

For B2B Market Research Professionals

What Type Of Market Research Online Community Vendor Should Tech B2B Market Researchers Use?

Three Choices Exist, Dependent On Budget, Usage Pattern, And Support Needs

by Brad Bortner, November 19, 2009

Market research online communities (MROCS) are the next wave in qualitative research, due to their combination of new qualitative research capabilities and ability to provide cheaper faster results. There is, however, buyer confusion about what type of . . .

For eBusiness & Channel Strategy Professionals

Case Study: Hunter Douglas Europe Grows Via Distributed Content Management Platform

ChannelNet Solution Improves Network Of Web Sites For Local Dealers

by Chad Mitchell, November 16, 2009

Hunter Douglas, a leading manufacturer of window coverings and architectural products, distributes its products through thousands of local dealers. Hunter Douglas saw an expanding online consumer retail market in Europe and wanted to use eBusiness to . . .

For Security & Risk Professionals

Case Study: Baker Tilly Virchow Krause Builds Trust With Strong Authentication

Customer Data Is Accessible Yet Safe Whether Users Are Connected Or Not

by Bill Nagel, November 16, 2009

Matt Jennings at Baker Tilly Virchow Krause needed to overhaul the accounting and advisory firm's security processes and technologies to ensure ongoing regulatory compliance and customer confidence. Replacing the company's use of a single password as . . .

For Information & Knowledge Management Professionals

Best Practices: Microsoft Office Enterprise Strategy

by Sheri McLeish, November 13, 2009

Microsoft Office licenses represent a significant ongoing cost for most organizations. Information workers spend hours every day using these applications to get their jobs done. Yet many information and knowledge management (I&KM) professionals face . . .

Self-Assessment Tool: Best Practices: Microsoft Office Enterprise Strategy

Microsoft Office licenses represent a significant ongoing cost for most organizations. Information workers spend hours every day using these applications to get their jobs done. Yet many information and knowledge management (I&KM) professionals face . . .

For Infrastructure & Operations Professionals

Case Study: Lionbridge Uses Virtualization To Reclaim Its Data Center

Microsoft Hyper-V's Maturation In Windows Server 2008 R2 Yields Improvements

by Christopher Voce, November 10, 2009

Microsoft Windows Server is ubiquitous in corporate data centers, but its server virtualization solution, Hyper-V, a feature of the operating system (OS), has faced an uphill battle in capturing market share. Microsoft recently released Windows Server . . .

For Consumer Market Research Professionals

Case Study: How Fox And Microsoft Used Mobile Research To Measure Movie Advertising Impact

Mobile Research Helped Gain Insight In The Buildup Of Movie Promotion

by Reineke Reitsma, November 10, 2009

Fox and Microsoft Advertising collaborated on a project at the end of 2008 to better understand the impact of and the interaction between the different media channels used to promote movies. They used MESH Planning's mobile research methodology, called . . .

For CIOs

Best Practices In IT Financial Management

The Foundation For Running IT Like A Business

by Craig Symons, November 6, 2009

In a recent Forrester survey of 84 enterprise IT decision-makers, only 52% said that they have a formal IT chargeback process in place. It is difficult to run IT like a business when the product appears to be free to customers but costs the business hundreds . . .

For CIOs

Forrester's Best Practices Framework For BT Leadership Maturity

Use Our Self-Assessment To Accelerate Your BT Transformation

by Bobby Cameron, Tim DeGennaro, November 6, 2009

As CIOs help their firms succeed with business technology (BT) — pervasive technology use with increased direct control by the business — they struggle to answer two deceptively simple questions: 1) How are we doing? and 2) what should we do better? These . . .

For CIOs

Catalog Of Technical Services  (66 KB XLS)

by Alexander Peters, Ph.D., Wolfgang Benkel, November 6, 2009

The workbook defines 10 generic profiles of technical services and associates provisioning processes and activities with each of them. The activity-based descriptions enable IT executives to establish the link between technology assets, resources, and . . .

For CIOs

A Catalog Of Technical Services Improves The Manageability Of The BT Service Portfolio

by Alexander Peters, Ph.D., November 6, 2009

Business technology (BT) changes IT's roles within the enterprise, forcing IT leaders to deploy business service processes and technology demand management. CIOs are embarking on the IT-to-BT journey by concentrating their efforts on the consolidation . . .

For Enterprise Architecture Professionals

Global Enterprise Architecture Self-Assessment Tool  (186 KB XLS)

by Jost Hoppermann, November 5, 2009

Forrester's Global Enterprise Architecture Self-Assessment Tool is an interactive tool designed to help enterprise architecture professionals identify their global EA initiative's probability of success. The tool bases this assessment on an organization's . . .

For Sourcing & Vendor Management Professionals

Refresher Course: Hiring VARs

Most Enterprises Have Experience With Value-Added Resellers, But Updating The Selection Process Can Bring More Value For Clients

by Duncan Jones, Caroline Roeleveld-Hoekendijk, November 5, 2009

Most enterprises use value-added resellers (VARs), but in our research we found that clients are dissatisfied with their resellers' value for money. Sourcing managers should work out what they are spending with resellers across all product and business . . .

For Consumer Market Research Professionals

The Marketing Of Market Research: Successful Communication Builds Influence

by Reineke Reitsma, November 4, 2009

One of the biggest challenges that market researchers face is to show the added value of market research to the company and to gain influence at the executive level. To increase visibility, market researchers need to communicate constantly, consistently, . . .

For Interactive Marketing Professionals

Case Study: The NHL Uses Tweet-Ups To Energize Its Fan Base And Reach New Audiences

by Nate Elliott, November 4, 2009

To create excitement around the start of the 2009 Stanley Cup Playoffs, the National Hockey League (NHL) worked with fans to organize a series of tweet-ups that took place simultaneously around the world — energizing more than 1,000 fans directly and . . .

For eBusiness & Channel Strategy Professionals

Case Study: Qwest Connects With Customers Through eBills And ePayments

Biller Survey Shows Stronger Relationships Result From Viewing And Paying Online

by Emmett Higdon, November 3, 2009

Through an extensive billing and payment study of its residential customers, telecommunications provider Qwest Communications found that those customers who received their bills online and paid electronically had up to 25% less attrition and were up to . . .

For CIOs

CIOs: Business Alignment And BT Enablement Require Business Capability Maps

At Your Level, You Can't Rely On Any Other Single IT Business Model

by Bobby Cameron, October 30, 2009

CIOs are aggressively tackling their planning and management challenges, deploying tools and building models to address a wide variety of functions like asset management, IT services management, application rationalization, business process efficiencies, . . .

For Security & Risk Professionals

Cloud Computing Checklist: How Secure Is Your Cloud?  (43 KB XLS)

by Chenxi Wang, Ph.D., October 30, 2009

If your organization is interested in cloud computing, there are some key security and privacy, compliance, and legal issues that you need to broach with the service provider. To help with this process, we've put together a checklist of key issues and . . .

For Security & Risk Professionals

Shift In Ownership: Protecting Data Outside Your Four Walls  (1.6 MB PPT)

by Robert Whiteley, October 28, 2009

In September 2009, Forrester hosted a two-day event designed to help security and risk professionals understand the top three shifts impacting their job heading. This document summarizes the key recommendations we made to help master the shift in ownership . . .

For Security & Risk Professionals

Shift In Expectations: Modernizing Your SRM Program  (2 MB PPT)

by Robert Whiteley, October 28, 2009

In September 2009, Forrester hosted a two-day event designed to help security and risk professionals understand the top three shifts impacting their job heading. This document summarizes the key recommendations we made to help master the shift in expectations . . .

For CIOs

What CIOs Should Know About Lean

Case Studies Illustrate How CIOs Can Use Lean Inside And Outside IT

by Alexander Peters, Ph.D., October 27, 2009

As smart executives delve into the core of Lean Thinking, the role of technology in Lean-based performance improvements becomes abundantly clear. Senior executives expect their CIOs to drive improvements in the effectiveness and efficiency of technology . . .

For Security & Risk Professionals

Shift In Architecture: Building A Flexible, Compliant Foundation  (1.9 MB PPT)

by Robert Whiteley, October 27, 2009

In September 2009, Forrester hosted a two-day event designed to help security and risk professionals understand the top three shifts impacting their job heading. This document summarizes the key recommendations we made to help master the shift in architecture . . .

For B2B Market Research Professionals

Do B2B Customer Satisfaction Right In Tech

Implementing Four Key Disciplines Will Save You Time And Money

by Brad Bortner, October 27, 2009

Business-to-business (B2B) customer satisfaction research is not some sort of rare, exotic research. The same benefits of highly satisfied consumer customers will come to those who execute on actionable B2B customer satisfaction research, including enhanced . . .