Welcome Joe Stanhope to the Customer Intelligence team!

Carlton Doty

Happy New Year!  Okay, a bit late on that. However, I have some exciting news. I’m thrilled to announce the newest addition to Forrester’s Customer Intelligence (CI) team—Senior Analyst, Joe Stanhope. Joe starts on January 25, and he will be our go-to analyst for site optimization strategy, which includes coverage of Web analytics as well as online testing and targeting platforms.

Read more

Case Study #3: InfusionSoft Uses Social Media to Reduce Customer Service Costs

If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones... just incase you missed them or incase you wanted a refresher as you start down the path of providing a solution to your company social media needs!

Read more

How You Can Come Out Smelling Like A Rose In 2010

Mike Gualtieri

Whew. Thankfully there are finally signs that the Great Recession is waning (knock on wood). The metrics used to judge the health of the economy such as unemployment are bad but not as bad. The stock market had a big bounce off lows, Avatar raked in a billion dollars, and Barbara Walters named Lady Gaga one of the 10 most fascinating people of 2009. This does not mean we are out of the woods yet.

Read more

The Data Digest: PC Uptake In Brazil

Reineke Reitsma

Earlier we shared with you our excitement around our newest addition to the countries we now cover with Forrester Technographics: Latin America. For the ones less familiar with our Technographics offering, please see the text below the graphic.

Recently the data for LATAM came out of the field. Questions we cover include: How large is the PC market in Mexico and Brazil? What brand of PC have consumers purchased most recently? How are PC owners using their PCs?

Please find below some data on PC ownership in Brazil:

BrazilPC ownership

 

The PC markets in Mexico and Brazil are fairly well established, with at least half of consumers owning at least one PC in the home. Interestingly, almost half of the consumers in the low socioeconomic level in Brazil (C1C2) own at least one PC, in contrast to only one-quarter in Mexico (D+).

Read more

2010 mobile trends

Thomas Husson

Having reviewed the 2009 trends, it’s now time to make some predictions for 2010!

I’m not going to say that 2010 will be “the year of mobile” or “the year of mobile marketing”. I think 2010 is more likley to be the "year that every firms needs a mobile strategy". Mobile is simply too disruptive to merely have a year. After all, who remembers the year of the TV or the year of the Internet? Instead, I think 2010 will be a key year in mobile's transition to center stage in the digital marketplace.

A new mobile decade is opening up, and now is the time to start your journey. In the past 10 years, mobile phones have changed the way we communicate and live. In the next 10 years, they will change the way we do business.

Rudy De Waelem a famous mobile blogger and event organizer, decided this year to ask many contributors to publish their thoughts for the coming mobile decade. I didn't contribute to it and it would be a bit late to join the bandwagon now that this slideshare presentation is the most read one, but I invite you to have a look at the below. Very inspiring! and congrats Rudy for your idea.

Read more

Second attempt at a Second Life

Jennifer Belissent, Ph.D.

TrainforSuccess I participated in a panel yesterday on Train for Success in Second Life in which three panelists discussed:

  • Highlights, lowlights, trends in the 2009 virtual world enterprise market
  • Directions for 2010
Read more

Social Media's Impact on B2B Marketing Budgets?

Laura Ramos

For the third year, MarketingProfs and Forrester teamed up to author and field a survey that looks at business-to-business marketing mix and budget trends.

Read more

SAP’s Tiered Support Announcement Defuses a Contentious Issue

Paul Hamerman

Today, SAP announced a tiered support offering which reinstates Standard Support as an option, in addition to the Enterprise Support offering that SAP put in place in July 2008. This announcement should help to defuse a contentious battle that has played out over the past 18 months, where customers pressed for SAP to reconsider its phased-in migration to higher-priced Enterprise Support.

Read more

B2B Marketing Mix and Budget Trends Survey: Please Participate!

Laura Ramos

For the third year, MarketingProfs and Forrester teamed up to author and field a survey that looks at business-to-business marketing mix and budget trends.

Read more

Social Media Survey Results Preview

Nigel Fenwick

When we embarked on this project I wasn't sure if it would be a complete failure or a roaring success. Still, the optimist in me suggested it might work. The timing of launching the survey, just before the Christmas Holiday period was risky. However I'm pleased to say the results so far have been better than expected.

Those of you who read my original blog post, "Can Social Media Penetrate The Exec Suite?", know that Forrester_Research_Social_S this survey was also an experiment to see the reach of social media into the C-Suite. So let's look at that question first. Based on the interim results at the end of December 9% of the respondents reported being at the C-level. That's certainly above the percentage we might have expected based upon the number of C-Level execs in the general population. So even at this early stage we might reasonably conclude it is possible to penetrate the C-Suite through social media.

Read more