Sales Enablement Tools: All The Rage In 2009

While attending Dreamforce last month, I took a walk around the show floor to see which firms were exhibiting. It wasn’t surprising to see a raft of new companies talking about sales-support additions to the AppExchange family with lead generation and pipeline health hot issues in this economy.

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Customer Engagement: Deepen Relationships with Community Marketing

Last week, Forrester published my research about how to deepen engagement engagement with programs focused on your best, most active customers. I think social software and activity will play a huge role here in 2010.  Why?  Because engaging business customers requires contact.

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Mobile Networks ... are there coverage issues?

I think so.

Anyone watching much TV these days has probably been as inundated with commercials from wireless carriers talking about the quality and breadth of their high speed networks.

I felt like I was in one of their TV commercials last night. I went to see the Cleveland Cavaliers play against the Golden State Warriors in Oakland, CA. (Those are NBA teams, Seth) Saw someone I went to college with and I wanted to text a mutual friend. But alas, I had "no bars." I couldn't EVEN send a text message. So much for the notion of in-stadium marketing, voting, or sweepstakes. Take note marketers.

But the best part is, the spectator in front of me not only has bars, but he is streaming video clips - not the kind delivered over a broadcast network.

Warriors mobile video

2010 CxPi Industry Results

Here are the industry results for the 2010 Customer Experience Index...

2010 CxPi Industry Scores

The industry CxPi data shows that:

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Forrester's 2010 Customer Experience Index

This is our third year publishing the Customer Experience Index (CxPi). The 2007 CxPi and the 2008 CxPi rankings were published in Q4. We decided to publish this year's CxPi in Q1 2010, so we don't have a 2009 CxPi.

The 2010 CxPi ranks 133 organizations across 14 industries: Airlines, Banks, Credit Card Providers, Health Plans, Hotels, Insurance Firms, Internet Service Providers, Investment Firms, Parcel Shipping Services (new this year), PC Manufacturers, Retailers, TV Service Providers, Utilities (new this year), and Wireless Carriers.

Barnes & Noble took the top spot for the second year in a row. Marriot Hotels, Hampton Inn,, and Holiday Inn Express round out the top 5. At the other end of the spectrum, Charter Communications landed at the bottom for the third year in a row. Here are the full rankings:

2010 CxPi Rankings

The Top 10 Financial Services Web Site Best Practices Of 2009

More than any other question I get as an analyst is what are the best practices today in financial services. With that question in mind, every year I host a webinar to showcase best practices I have captured in the previous year.

Please join me again this year my webinar on this important subject. During this webinar I will share some recent Technographic survey data along with Web site best practices from accross financial services.

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Mobile Services - The "Bar" For Success Is In Motion - Upwards

My predictions for how consumers will engage with consumer brands, products and services was just posted last week. See the report link here. A brief history around mobile services and marketing:

2000-2005 - really early piloting; most consumers weren't ready; experiences were disappointing

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Mobile Services: How to calculate the ROI and justify the budget you need

Few consumer-facing product and service companies AREN'T working on their mobile strategy today. Everyone is thinking about how best to engage with their customers on their cell phones. And, can you even do NEW customer acquisition with teenagers or young adults without a mobile option?

Many mobile initiatives start without a plan or a strategy. They start with:

"Our CMO was observing his teenage daughter use her cell phone ...."

"Our competitors have an iPhone application. My boss told me to get one for us."

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The State of Consumers and Technology: Benchmark 2009, Canada

We've recently published our annual report on the state of consumers and technology focusing on our neighbors to the North.

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Forrester is Hiring an Interactive Marketing Analyst

Happy New Year! It's hard to believe we're already halfway done with January. If you made a New Year's resolution to find a new gig, then you are in luck - we are hiring a Senior Analyst for our NYC office.

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