Forrester's Customer Insights

APRIL 4, 2024

Adobe has announced the Adobe Journey Optimizer - B2B Edition, which allows B2B marketers to create buying groups and orchestrate journeys for buying groups at scale. This new functionality helps B2B organizations align with sales, target buyer roles more effectively, and measure marketing’s impact on revenue.

B2B 31

B2B Groups Measurement Sales 31

Alida

OCTOBER 15, 2017

There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . At CX and the City over one hundred customers, insights, marketing and CX professionals across 5 countries joined us in Singapore to explore the future of customer relationships in Asia Pacific.

Groups 100

Groups Competitive Advantage Customer Journeys Feedback 100

CSM Magazine

JULY 21, 2023

The evolution of contact centres into customer insight hubs represents a significant opportunity for enterprises. By harnessing the power of customer interactions , they can gain a deeper understanding of their customers, drive innovation, and deliver superior experiences.

Customer Insights 52

Customer Insights Social Media Groups Chatbots 52

Forrester's Customer Insights

OCTOBER 12, 2023

Whether you realize it or not, revenue development reps are already working with buying groups. Learn how to formalize this process internally today.

Groups 58

Groups How To B2B Sales 58

Wired and Dangerous

OCTOBER 19, 2015

How do you ferret out certainty from behind the customer’s emotional camouflage and keep up with your rapidly changing customers? Several years ago, we were conducting a customer focus group for a large utility. As the focus group concluded, the president asked if he could address the focus group.

Customer Insights 70

Customer Insights Sports Banking Groups 70

Forrester's Customer Insights

AUGUST 31, 2023

Accounts, buying groups, opportunities, oh my! Find out how they’re all connected in this week’s Saying Goodbye to MQLs blog.

Groups 58

Groups Connections B2B Sales 58

Forrester's Customer Insights

AUGUST 17, 2023

In this post, we look at what happens to the individuals if we focus on buying groups. Welcome back to this multipart blog series answering why leads-centric marketing approaches don’t work.

Groups 49

Groups Marketing B2B Sales 49

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How do you collect VoC data?

Analysis 423

Analysis Data How To Customer Centricity 423

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 56

Customer Insights Strategy Multi-Channel Social Media 56

Experience Matters

DECEMBER 16, 2014

We published a Temkin Group report, The Future of Customer Experience Insights. The report identifies five trends that will redefine the value and role of customer feedback and insights. The report includes a readiness checklist for companies to assess their current customer insights efforts.

Report 325

Report Customer Connectedness Customer Experience Trends 325

AWS Machine Learning

NOVEMBER 15, 2023

Combining accurate transcripts with Genesys CTR files, Principal could properly identify the speakers, categorize the calls into groups, analyze agent performance, identify upsell opportunities, and conduct additional machine learning (ML)-powered analytics. ©2023 Principal Financial Services, Inc.

Financial 112

Financial Omni-Channel Groups Analytics 112

Integrate.ai

OCTOBER 1, 2020

This allows us to correlate group behaviours observed by different organizations, without requiring (or knowing about!) overlap in those organizations’ customer bases, and with significantly reduced privacy impact for the consumers who are represented in the data sets. Want to join Alpha and see how easy it is to work with Signals?

Customer Insights 52

Customer Insights Data Consumers Connections 52

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 50

Customer Insights Strategy Multi-Channel Social Media 50

Forrester's Customer Insights

JULY 8, 2021

Nearly all B2B buying decisions are made by groups. Learn why, and see how Forrester's B2B Revenue Waterfall can give you better insights and results. So why are so many marketers still oriented toward leads?

Groups 64

Groups B2B Marketing Measurement 64

Maru Group

APRIL 9, 2019

Maru Group, the technology-enabled mark research and customer insights company, has announced the alignment of Maru/edr to the group’s wider advisory insights brand, Maru/Matchbox. The post Maru Group harmonises advisory insights businesses under the Maru/Matchbox brand appeared first on Maru/Matchbox UK.

Groups 40

Groups Brands Innovation Technology 40

Vonage

SEPTEMBER 15, 2017

Ensure composition of the Steering Group and Working Group is truly cross functional. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Forrester's Customer Insights

SEPTEMBER 30, 2021

Private equity firm Vista Equity Partners just announced it will acquire robotic process automation (RPA) software company Blue Prism Group. It plans to merge Blue Prism into Tibco Software, which it already owns. Forrester’s Automation team took a look at this potential merger and had the following thoughts.

Groups 26

Groups Software Company Analysis 26

CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. A great example is Bauer Media Group, which manages a global portfolio of more than 600 magazines including Heat and Empire, over 400 digital products and 50 radio and TV stations including Kiss and Magic.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Experience Matters

DECEMBER 9, 2014

We published a Temkin Group report, The Secret to B2B2C Customer Experience Success. When a company doesn’t have sole control over the customer relationship, it has to recognize the entire system of relationships that influence the end customer’s experience, focusing on what we call B2B2C CX management.

Report 282

Report Customer Experience Groups Analytics 282

Integrate.ai

OCTOBER 1, 2020

This allows us to correlate group behaviours observed by different organizations, without requiring (or knowing about!) overlap in those organizations’ customer bases, and with significantly reduced privacy impact for the consumers who are represented in the data sets.

Customer Insights 52

Customer Insights Data Consumers Connections 52

Forrester's Customer Insights

APRIL 2, 2021

Buying-group obsession is more likely to achieve growth for demand and ABM. Still jamming leads down a funnel? John Arnold explains the mind shift and what teams need to focus on.

Groups 45

Groups Marketing 45

Lumoa

AUGUST 5, 2022

While numerous reports focus on gauging the perception of general consumers , measuring the impact of rising costs among a relatively smaller group of target customers presents a unique set of challenges. Then, create product lines, promotions, and other specific elements for each individual group. Targeted discounts.

Retail 208

Retail Feedback Trends Consumers 208

Forrester's Customer Insights

SEPTEMBER 14, 2023

The buyer's journey and revenue process, although connected, are different perspectives of the buyer to seller relationship. Learn more in this week's Saying Goodbye to MQLs blog.

Groups 57

Groups Connections B2B Sales 57

Experience Matters

MAY 30, 2017

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. Here Are Four Strategies For Customer Connectedness: Filed under: […].

Customer Connectedness 193

Customer Connectedness Video Customer Centricity Culture 193

Forrester's Customer Insights

NOVEMBER 16, 2022

In this Q&A, VP and Group Research Director Melissa Parrish explains what initially brought her to Forrester, why she chose to return, and how her experiences have made her a stronger, more effective leader. One in 10 Forrester employees is a boomerang — a former worker who has rejoined the company.

Groups 26

Groups Company 26

Lumoa

DECEMBER 17, 2021

We have a brilliant product, a super committed team and loyal customers. I am proud of what we have achieved and how we have together taken the company from being just a vague idea to a thriving and diverse group of smart individuals and a product, Lumoa, that can challenge all the big players in the market.

Ecommerce 208

Ecommerce Banking Retail Industry 208

2020 Research

FEBRUARY 27, 2023

At Schlesinger Group, we’ve always made it our business to evolve alongside it. We began as a focus group facilitation provider, connecting business questions to real human answers. In a tumultuous time, businesses with the most up-to-date customer insights can set themselves apart and grow their customer base.

Brands 98

Brands Groups Connections Innovation 98

Forrester's Customer Insights

JULY 12, 2021

Nearly all B2B buying decisions are made by groups. Learn why, and see how Forrester's B2B Revenue Waterfall can give you better insights and results. So why are so many marketers still oriented toward leads?

Groups 39

Groups B2B Marketing Measurement 39

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journeys 120

Customer Journeys Report Groups Customer Insights 120

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journeys 120

Customer Journeys Report Groups Customer Insights 120

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. Published on: April 11, 2018.

Net Promoter Score 50

Net Promoter Score Customer Insights Brands Data 50

Forrester's Customer Insights

OCTOBER 7, 2021

Buyers work as a group to make a unified decision. As organizations embrace the reality of buying groups, demand programs must change from focusing on individuals to opportunities. Traditional acquisition and nurture programs have ignored the reality of how buyers work together.

Groups 26

Groups B2B Marketing 26

Forrester's Customer Insights

JULY 8, 2021

Channel partners know that to be successful, they need to carve out a niche — whether that be by line of business, by industry (and, increasingly, by subindustry), by size of customer, geographically, technologically, and by business model. The channel is very large, highly diverse, and incredibly decentralized.

Social Media 71

Social Media Groups Industry Technology 71

Forrester's Customer Insights

OCTOBER 8, 2021

Alors que les responsables de la demande et du marketing basé sur les comptes (ABM) cherchent à établir de nouvelles bases en 2022, il sera essentiel de se concentrer sur les groupes d'achat pour réussir.

Groups 26

Groups Marketing B2B 26

Forrester's Customer Insights

JULY 21, 2020

We know it’s a bad idea to pay employees for achieving customer experience (CX) metric targets. Jason Bradshaw and Andrew Sherwood-Jones from Volkswagen Group Australia (VGA) did it, and they shared their story with me (paywall). But how can companies move away from that practice if they’re already doing it?

Groups 36

Groups Automotive Customer Experience Metrics 36

Survicate

JANUARY 11, 2019

While some users pointed to very specific softs, Agendor decided to go with the most requested one to cater to the needs of a large user group. The process of collecting feedback allows Tulio to engage customers in shaping Agendor’s future. He also uses Survicate Website Surveys as a tool to collect feature requests from users.

NPS 40

NPS Customer Insights Survey Roadmap 40

Forrester's Customer Insights

NOVEMBER 21, 2018

This year’s B2B Marketing and Sales Forum wrapped up just over a month ago, but I wanted to continue the great conversation I started with Penny Wise, Marketing Director – Industrial Business Group at 3M and get to more of the great questions posed by our Forum audience. Caroline: Penny, I kicked off the Forum […]

Groups 44

Groups Industry Marketing B2B 44