Strategy Driven

DECEMBER 29, 2013

by Compare Business Products. How to use channels, technology, and other strategic choices to improve your customer service. Relate Articles: Complimentary Resource – Forrester Research Report: The Business Impact of Mobile Engagement. The Effect of Poor Customer Service and What to Do About It.

Resources 50

Resources White Paper Forrester Newsletter 50

Chart Your Course

DECEMBER 28, 2017

Advancing work technologies are changing the ways in which companies and their employees work. In a recent study, Forrester Research reported “close to 15 million new jobs will be created in the US alone over the next decade as a result of automation and smart machines.” Sexual harassment claims will grow exponentially.

Trends 100

Trends Forrester Agility Emotional Intelligence 100

Harvard Business Review

JUNE 3, 2011

Companies adopting social technologies externally and internally can expect great value from energizing brand advocates and streamlining business practices. To get these companies going, we recommend starting small and succeeding quickly — with a Facebook page around one product or service, for example.

Technology 15

Technology Management Forrester Maturity 15

Harvard Business Review

APRIL 17, 2015

“Death of a B2B Salesman,” a new report from Forrester Research , lends urgency to the need for companies to rethink and radically transform their sales models by incorporating digital media into their processes. Contrary to what these findings — and Forrester’s prediction that “1 million U.S.

B2B 8

B2B Forrester Telemarketing Media 8

Harvard Business Review

NOVEMBER 8, 2016

Sales reps, according to Forrester , tend to prioritize a sales agenda over solving a customer’s problem. If organizations don’t change their outdated thinking and create effective sales models for today’s digital era, Forrester warns that 1 million B2B salespeople will lose their jobs to self-service e-commerce by 2020.

B2B 19

B2B Forrester Media Content 19

Harvard Business Review

AUGUST 14, 2012

Forrester). It's easy to get caught up in the excitement of new technology trends, and big data is among the hottest. As Brian Hopkins notes in his Forrester blog, "in many cases we are finding clients talking about big data, but needing something different like some good old-fashioned data governance.

Forrester 14

Forrester Metrics Call Center Fashion 14

Harvard Business Review

MARCH 14, 2018

But along with fax machines and long golf games, these features of B2B life have all but disappeared due to the astonishing change in technology over the past two decades. And about half of all B2B product researchers are digital natives, a number that increases every year, according to a Google/Millward Brown digital survey of buyers.

B2B 8

B2B Schein Forrester CRM 8

Harvard Business Review

JUNE 9, 2011

Two things we said in the original Groundswell (2008) were (1) pick a corporate objective before implementing a social technology strategy and (2) keep an eye on this Twitter thing, it's going to be big. We do this ourselves, noting who mentions Groundswell, "Bernoff", or Forrester (my employer). For example, Dell has attracted 1.5

Forrester 15

Forrester Press Release Objective Strategy 15

Harvard Business Review

JULY 16, 2014

Recently I’ve been having a very hard time talking to students, executives, and business leaders about information technology. Cloud computing has accelerated this schism, because of its capacity to take the technology group out of the business of servicing other units.

CIO 11

CIO Information Technology Forrester Technology 11

Harvard Business Review

MARCH 31, 2016

Forrester Research predicted that one million B2B salespeople will become obsolete by 2020, lost to e-commerce. Buyers usually first became aware of new products when a traveling salesman showed up at the door. (To his credit, Weiss also predicted that sales roles would not die, but would change in some industries.)

B2B 8

B2B B2C Uncertainty Self-aware 8

Harvard Business Review

JUNE 27, 2013

In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team''s strategy for customer experience is market differentiation. Why haven''t we seen more and more companies earning excellent scores in Forrester''s Customer Experience Index ?

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

JULY 17, 2014

Marketing and finance share a fully transparent analytics platform that all parties can access to run what-if scenarios, optimize marketing-dollar allocations across products and markets, and get course-correcting feedback on the performance of those allocations. Financial accountability for marketing performance has become front and center.

Finance 13

Finance Marketing P&L ROI 13

Harvard Business Review

JANUARY 31, 2014

In a recent Unify survey of knowledge workers, 79% of respondents reported working always or frequently in virtual teams, but only 44% found virtual communication as productive as face-to-face communication. And 43% feel confused and overwhelmed by the mishmash of collaboration technology at their disposal.

Team 11

Team Conference Forrester Bond 11

Harvard Business Review

AUGUST 21, 2014

Census Bureau, ComScore, eMarketer, and Forrester. E-commerce companies ship to customers from large, expensive, highly productive fulfillment centers. (A A common argument is that rapidly evolving digital technologies will increase e-commerce’s advantages. Growth rates first. All show similar trends.

Retail 8

Retail Price Forrester Merchandising 8

Harvard Business Review

OCTOBER 5, 2011

Today it's rare to find a CEO who won't acknowledge the impact digital technology is having on their business. In a digitally driven economy, the preferred way for everyone to interact with a company is through internet technologies, such as a company's website, mobile interface, or Twitter feed.

Engineering 12

Engineering Forrester Software Mass Marketing 12

Harvard Business Review

OCTOBER 26, 2011

Fewer companies, however, are aware of the value of a new technology called "social login," which allows visitors to a website to log in using their Facebook, Google, Twitter, or other social media account rather than having to register a new one. Take customer acquisition.

Media 13

Media ROI Forrester Retail 13

Harvard Business Review

AUGUST 9, 2011

More and more, as I talk with companies about their next big product innovation, they can't get far-flung ideas out of their mind. These ideas are better than your more linear, long-term product ideas, and they're easier to bring to market. All that clear glass is clouding your vision. To get this right, you have to think right.

Forrester 13

Forrester Innovation Long-term Insurance 13

Harvard Business Review

MAY 3, 2017

Lucia Luce Quinn is Chief People Officer at Forrester Research. Jacqueline Reses, a former private equity investor who became Yahoo’s CHRO, said, “We should drive HR like a product organization that finds the most critical use cases of our customers and then builds products to solve those needs.

Quinn 13

Quinn Execution CFO Forrester 13

Harvard Business Review

MARCH 28, 2018

How technology is changing the design and delivery of care. For this industry especially, security policies that reduce productivity are at irreconcilable odds with the organization and its patients. Health Care’s New Frontier. Sponsored by Optum. That said, it seems much lower on the priority list than it should be.

Health Care 9

Health Care Forrester Policies Tactics 9

Harvard Business Review

JULY 14, 2016

Of course, digital technology can be used to improve or augment existing ways of operating, but it also opens entirely new ways of doing business based on digital networks like Uber, Airbnb, Yelp, and the Apple Developer Network — which is where a great deal of the digital value resides. Are you really bought in, and is your team?

Business Model 8

Business Model Human Capital Real Estate Forrester 8

Harvard Business Review

JULY 27, 2017

Repeat usage or transactions completed may be more meaningful metrics than time spent for a productivity app like Dropbox or a travel app like Alaska Airlines. Sponsored by DXC Technology. In other words, shift the focus from reach and frequency to the moments that matter most to your customers and your business. Insight Center.

Strategy 9

Strategy Metrics Forrester Brand 9

Harvard Business Review

MARCH 3, 2015

A Forrester study found that posts from top brands on Twitter and Facebook reach just 2% of their followers (note: that’s followers, not new customers) and only 0.07% of those followers actually interact with those posts. Technology changes fast — remember MySpace and Friendster? Because 90% of U.S.

Media 8

Media Advertising Public Relations Forrester 8

Harvard Business Review

SEPTEMBER 29, 2014

The company then assembled a weekly 50-person meeting to review product status information contained in spreadsheets, addressing each question individually before sending the responses back to NASA. According to Forrester , for every hour a product teams spends on heads-down work, they spend 48 minutes waiting on decisions.

Company 8

Company Forrester Software Technology 8

Harvard Business Review

SEPTEMBER 17, 2014

When we think of needs and products we often go right to Maslow’s Hierarchy of Needs , the ubiquitous theory that human needs manifest in a specific sequence, from base survival to the pinnacle of self-actualization. If Maslow was right, brands needed to target a single need, satisfy it well, and be done.

Forrester 11

Forrester Maslow Brand Human Needs 11

Harvard Business Review

JANUARY 29, 2015

James McQuivey, principal analyst and vice president at Forrester, suggested that executives should sit up and pay attention to HoloLens. As an executive, you care about this because in Forrester’s Technographics survey data, there are 7.2 This one comes to mind.). Is there any reason for them to pay attention to HoloLens?

Forrester 8

Forrester Technology Execution Automotive 8