Featured Resources in Research Library

This page lists the currently featured white papers, reports, and webcasts available in our Research Library. To view/download, you'll need to register or log in with a premium profile.

Forrester on Cloud-Based (SaaS) Collaboration Services

Cloud-based collaboration applications -- wikis, hosted CRM, web conferencing, etc. -- are increasingly being deployed. In this webcast, Forrester Analyst Bill Band discusses: Results from its Enterprise & SMB Software Survey, The Enterprise Cloud Computing Model and Benefits of Cloud Computing.

Customer Service Meets Social Media: Best Practices for Engagement

As big a game changer as social media is, the basics for providing service still apply. You will have to adapt to not owning the channel and you'll need to redefine your agent's guidelines for engagement. Download to learn more social contact center best practices.

The 6 Laws of Customer Experience

A paper by Bruce Temkin, Principal Analyst, Forrester Research. There are huge opportunities to rethink how we deal with customers. This paper offers six laws you can’t afford to break if you want to take advantage of the new customer dynamic.

9 Key Plays for CRM Success in 2009 and Beyond

Download this CRM white paper to discover how you can: (a) execute on sales goals with a focus on growth and minimizing risks, (b) focus on existing customers to ensure loyalty and turn them into advocates, and (c) rigorously examine financial investments to do more with less.

2009 Customer Experience Management Benchmark Study

Customer experience (CE) strategies are a more important part of organizations' agendas than in the past three years, despite the current economic downturn. This report summarizes key findings from Strativity's 2009 global CE research study. Learn what makes the leaders stand out!

Contact Center ’09: Five Steps to a Lean, Customer-Centric Organization

Do you see budget cutbacks as an opportunity to implement a service improvement initiative? If so, you’re likely to emerge from this recession stronger than the competition. Learn the five steps to slimming down your service overhead while exceeding customer expectations.

Unlock the Power of Your Brand

In this on-demand webcast, you will learn how to strengthen your brand and improve your customer experience. You’ll find out how to quickly and easily find, manage, and transform digital assets for delivery to multiple channels, as well as ensure that those assets adhere to brand guidelines.

Economics of Customer Experience: Building the Business Case for Customer Experience Transformation

In the battle to attract new customers, companies are increasing focus on the customer experience. But good intentions are not enough. Learn how to translate the "soft" language of customer experience, loyalty and satisfaction into the "hard" language of return on investment, revenue and profit.

How Marketers Can Shape the Customer Experience

Every interaction with a customer gives marketers the opportunity to strengthen the experience and the overall relationship with the business. View this webcast with Bruce Temkin, VP at Forrester Research, to learn how you can shape and innovate your customer experience in three simple steps.

B2B Marketing 2.0: Engage Social Buyers, Drive More Sales-Ready Leads

Four innovative B2B lead management vendors (Marketo, Marketbright, Silverpop and TreeHouse Interactive) demonstrate how to capture, score, nurture and distribute leads. Learn how to engage with online buyers to drive more sales-ready leads and increase marketing ROI.