Forrester

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals ExECUTIVE SUMMARy As the business intelligence (BI) market absorbs a recent round

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Interactive Marketing Professionals ExECUTIvE SUMMARy The growing popularity and influence of social media makes listening

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals ExECUTIvE SUMMARy Forrester asked nearly #,### consumers about their interactions with

Making Leaders Successful Every Day May ##, #### The Forrester WaveTM: CDHP Platforms, Q# #### by Carlton A. Doty for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on

Making Leaders Successful Every Day May ##, #### Conventional Wisdom Is Wrong About Cloud IaaS by Frank E. Gillett for Vendor Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Making Leaders Successful Every Day May ##, #### Innovating Corporate Strategy Services by Daniel Krauss for Vendor Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect

Making Leaders Successful Every Day May ##, #### Laying The Groundwork For The Next Wave Of TV Advertising by David Card for Marketing Leadership Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based

Making Leaders Successful Every Day May ##, #### | Updated: August ##, #### The Forrester WaveTM: Blade Server Systems, Q# #### by James Staten for IT Infrastructure & Operations Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals ExECUTIVE SUMMARy IT management needs vary according to company-size segment, and

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For IT Infrastructure & Operations Professionals ExECUTIvE SUMMARy Every new processor introduced comes with significant hype. The

Making Leaders Successful Every Day May ##, #### How Customer Experience Drives Word Of Mouth by Bruce D. Temkin for Customer Experience Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Making Leaders Successful Every Day May ##, #### Across All Vertical Industry Groups, The Majority Of SOA Users Are Expanding Its Use by Randy Heffner for Enterprise Architecture Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly

Making Leaders Successful Every Day May ##, #### | Updated: October #, #### Effective Customer Reference Management Anchors B#B Community Marketing Efforts by Laura Ramos for Technology Product Management & Marketing Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is

Making Leaders Successful Every Day May ##, #### Case Study: E*TRADE Leverages Mobile To Offer Customers More Convenient Services by Julie A. Ask for Consumer Product Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly

Making Leaders Successful Every Day May ##, #### US Web Analytics Forecast, #### To #### by John Lovett for Direct Marketing Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available

Making Leaders Successful Every Day May ##, #### How Big Is The eReader Opportunity? by Sarah Rotman Epps for Consumer Product Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Consumer Product Strategy Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy Navigation has become a

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For eBusiness & Channel Strategy Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy With only ##% of

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals ExECUTIvE SUMMARy We asked more than ### Swedish consumers how satisfied they

Making Leaders Successful Every Day May ##, #### Best And Worst Of Email Interaction Design, #### by Adele Sage for Customer Experience Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals ExECUTIvE SUMMARy We asked more than #,### Dutch consumers about their

Making Leaders Successful Every Day May ##, #### | Updated: October #, #### Customer Advocacy ####: How Customers Rate US Banks, Investment Firms, And Insurers by Bill Doyle for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized

Making Leaders Successful Every Day May ##, #### TechRadarTM For IT Infrastructure And Operations Professionals: Branch Office Technologies, Q# #### by Chris Silva for IT Infrastructure & Operations Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited

Making Leaders Successful Every Day May ##, #### Top ## Web Design Fixes For Improving Business Results by Harley Manning for Customer Experience Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on

Making Leaders Successful Every Day May ##, #### Open Source IT Management Tools by Evelyn Hubbert for Infrastructure and Operations Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources

Making Leaders Successful Every Day May ##, #### SMB Marketing Technology Adoption by Suresh Vittal for Direct Marketing Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect

Making Leaders Successful Every Day May ##, #### Online Travel Agencies#;Cross- Channel Experience, #### by Adele Sage for Customer Experience Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available

Making Leaders Successful Every Day May ##, #### Vendors: Make Mobile App ROI Your Sell Epicenter by Michele Pelino for Vendor Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Making Leaders Successful Every Day May ##, #### The Mobile Internet Creates New Opportunities For Direct-To- Consumer Strategies by Thomas Husson for Consumer Product Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals ExECUTIvE SUMMARy Forrester asked nearly #,### consumers about their interactions with

Making Leaders Successful Every Day May ##, #### The Ancillary Products US Airline Passengers Want -- And The eBusiness Challenges Airlines Face by Henry H. Harteveldt for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Sourcing & Vendor Management Professionals ExECUTIVE SUMMARy Many IT projects these days require service-oriented architecture

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals ExECUTIVE SUMMARy Content delivery network (CDN) leaders like Akamai Technologies, Limelight Networks

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Consumer Market Researchers ExECUTIvE SUMMARy Todobebe#;s network of Spanish-speaking mothers of young children

Making Leaders Successful Every Day May ##, #### | Updated: August ##, #### CIOs: Suggest Pricing And Promotions Technology To Drive Value by George Lawrie for CIOs © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is

Making Leaders Successful Every Day May ##, #### Navigating The Agency Landscape by Sean Corcoran for Interactive Marketing Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals ExECUTIVE SUMMARy There are defining moments in IT where all the stars

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For eBusiness & Channel Strategy Professionals ExECUTIvE SUMMARy Citibank has topped Forrester#;s US bank public Web

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals ExECUTIVE SUMMARy The Apple App Store for iPhones opened in mid-####

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Marketing Leadership Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy While Australians tend to use

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals ExECUTIVE SUMMARy Investment in information and communication technologies (ICT) is an important

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For eBusiness & Channel Strategy Professionals ExECUTIvE SUMMARy There#;s good news and bad news for eBusiness

Making Leaders Successful Every Day May ##, #### Who#;s Traveling Internationally In This Economy? by Henry H. Harteveldt and Elizabeth Stark for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information

Making Leaders Successful Every Day May ##, #### Best And Worst Of Phone Self- Service Design, #### by Adele Sage for Customer Experience Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on

Making Leaders Successful Every Day May ##, #### Demand Insights: The Global Collaboration Market Is Flat by TJ Keitt for B#B Market Research Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on

Making Leaders Successful Every Day May ##, #### Defining A CPG Web Site Strategy by Lisa Bradner for Marketing Leadership Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Consumer Product Strategy Professionals Includes a case study ExECUTIvE SUMMARy Levi Strauss & Co. has engaged

Making Leaders Successful Every Day May ##, #### The Recession Will Accelerate European Ethernet Services Adoption by Phil Sayer for IT Infrastructure & Operations Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Information & Knowledge Management Professionals Includes Forrester research panel data ExECUTIvE SUMMARy By nature, business intelligence

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals ExECUTIvE SUMMARy Net Promoter has become a popular term. But many firms

Making Leaders Successful Every Day May ##, #### Global Banking Platform Deals ####: Setting The Stage In A Maturing Market by Jost Hoppermann for Enterprise Architecture Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information

Making Leaders Successful Every Day May ##, #### The Future Of The eCommerce Platform by Brian K. Walker for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Sourcing & Vendor Management Professionals ExECUTIVE SUMMARy Forrester surveyed ### SAP implementation client references and found

Making Leaders Successful Every Day May ##, #### How Loyal Are Consumers? Not Very by Bruce D. Temkin for Customer Experience Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Sourcing & Vendor Management Professionals ExECUTIVE SUMMARy Sourcing and vendor management professionals continue to struggle with

Making Leaders Successful Every Day May ##, #### Beyond Sales: Driving eBusiness With Engagement by Carrie Johnson and Elizabeth Davis for eBusiness And Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Interactive Marketing Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy Most moms are active social

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Consumer Market Research Professionals ExECUTIvE SUMMARy With many research budgets being cut this year, it

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For CIOs ExECUTIvE SUMMARy CIOs list IT-business alignment as a perennial challenge. They fail to

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals ExECUTIvE SUMMARy Forrester asked nearly #,### consumers how they choose the

Making Leaders Successful Every Day May ##, #### The Forrester WaveTM: UK Database Marketing Service Providers, Q# #### by Dave Frankland for Direct Marketing Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based

Making Leaders Successful Every Day May ##, #### Lessons In Planning The Biggest Show On Earth by Mike Cansfield for Vendor Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Consumer Market Research Professionals ExECUTIvE SUMMARy Terms like Generation X and Boomers are used widely

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For IT Infrastructure & Operations Professionals ExECUTIvE SUMMARy Five years ago, the supply chain management services giant

Making Leaders Successful Every Day May ##, #### How UK Firms Use Database Marketing Services by Dave Frankland for Direct Marketing Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Direct Marketing Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy Email is a great channel

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Direct Marketing Professionals Includes data from Consumer Technographics® ExECUTIvE SUMMARy Boom times are over for

Making Leaders Successful Every Day May ##, #### What Makes Credit Union Customers Different? by Brad Strothkamp and Peter Wannemacher for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals Includes data from Business Data Services ExECUTIVE SUMMARy Security is one of

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals ExECUTIvE SUMMARy We asked more than #,### German consumers how satisfied

Making Leaders Successful Every Day May ##, #### Clouds Appearing In The Sky Of Outsourcing by Stefan Ried, Ph.D. for Vendor Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on

Making Leaders Successful Every Day May ##, #### To BW Or Not To BW? by Boris Evelson and James Kobielus for Information & Knowledge Management Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Vendor Strategy Professionals ExECUTIVE SUMMARy Forrester analyzed the IT management software (ITMS) inquiries received from

Making Leaders Successful Every Day May ##, #### Trends ####: European Retail Banking eBusiness And Channel Strategy by Benjamin Ensor for eBusiness & Channel Strategy Professionals © ####, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Customer Experience Professionals Includes Consumer Technographics® Data ExECUTIvE SUMMARy More than ##% of seniors (aged

Headquarters Forrester Research, Inc., ### Technology Square, Cambridge, MA ##### USA Tel: +# ###.###.#### · Fax: +# ###.###.#### · www.forrester.com For Application Development & Program Management Professionals Includes data from Business Data Services ExECUTIvE SUMMARy Blasphemy might