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Analyst Report: The Economic Necessity of Customer Service

Published By: ATG     Published Date: Feb 04, 2010
Written by: Forrester Research and Sponsored by: Art Technology Group, Inc. In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on?
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atg, live help, click to call, smartphone, click to chat, customer service, callbacks, business management
    
ATG

Webcast: Invest in Smarter Collaboration - Early Benefits of Enterprise Social Software

Published By: IBM     Published Date: Feb 03, 2010
Join industry leaders and experts on this panel as they discuss the business value of enterprise social software and share their best practices in implementation within their organizations .
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ibm ep, empowering people, collaboration, enterprise social software, forrester research, enterprise software
    
IBM

Building Your Business Case for Optimization

Published By: Webtrends     Published Date: Dec 19, 2009
According to Forrester, 48% of marketers need help demonstrating ROI on testing. Join Casey Carey, VP of Product and Bob Garcia, Director, Product Marketing and discover how to get ahead of the curve with the business-case answers they provide in this webinar.
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webtrends, mobile strategy, app downloads, apps, performance indicators, optimization, testing, site
    
Webtrends

Removing Barriers To Better Server Virtualization Efficiency

Published By: vWire     Published Date: Dec 02, 2009
A commissioned study conducted by Forrester Consulting on behalf of Tripwire. This study included inquiry into the current role of virtualization in the overall environment and barriers to further deployment, as well as how performance is measured for both the environment and those managing virtualized servers.
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vwire, tripwire, server virtualization, productivity, roi, consolidate, server management, storage area networks
    
vWire

Social Software Strategies for the Enterprise -- Cisco, Nike & Forrester Research roundtable

Published By: Jive Software     Published Date: Oct 08, 2009
Learn best-practices for implementing a social software strategy, as leaders from Nike, Cisco, and Forrester share advice and anecdotes in a Social Business Software Roundtable discussion.
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cisco, jive, social software strategy, social media tools, online communities, internal social network, social business software
    
Jive Software

Economic Impact of a BlackBerry Solution in North American Enterprises

Published By: BlackBerry     Published Date: Sep 30, 2009
In September 2008 Research In Motion (RIM) commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises can realize by deploying mobility solutions using BlackBerry smartphones and BlackBerry Enterprise Server software. Forrester defines a BlackBerry enterprise solution as consisting of both BlackBerry smartphones and the BlackBerry Enterprise Server which together deliver a range of benefits to the organization.
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blackberry, mobile applications, cio, rim, roi, pim, voip, smartphones
    
BlackBerry

Forrester Research Reports Real ROI Results Through Device-Based Fraud

Published By: Iovation     Published Date: Sep 25, 2009
ReputationManager is a real time fraud management solution and a forensic fraud analysis tool to identify and reduce the impact of online fraud such as chargebacks, stolen credit cards and identity theft, as well as abusive activity such as chat abuse, predatory behavior, and other forms of online harassment. This study illustrates the financial impact of using ReputationManager as part of a financial services organization's online credit card application process.
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iovation, reputationmanager, real time fraud management solution, forensic fraud analysis tool, online fraud, online harassment, fraudulent applications, detection process
    
Iovation

B2B Lead Management Automation Overview, a paper by Forrester Research Inc.

Published By: Marketo     Published Date: Sep 24, 2009
Get a complete market overview and discover the key capabilities of leading systems. With 18 vendor comparisons, this report also features recommendations for getting the most value out of a lead management automation solution.
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b2b, automation, forrester, marketo, lma, lead management, sales leads, demand generation
    
Marketo

The Forrester Wave: Complex Event Processing (CEP) Platforms, Q3 2009

Published By: Progress Software Corporation CEP     Published Date: Aug 03, 2009
Forrester Research has named Apama as a standout leader in the complex event processing (CEP) platform market in The Forrester Wave: Complex Event Processing Platforms, Q3 2009 Report. The Report evaluated nine CEP platform vendors based on a comprehensive set of evaluation criteria.
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progress software, idc, complex event processing, apama, business activity monitoring (bam), business process management, bpm, systems and operations management
    
Progress Software Corporation CEP

Forrester: Measuring The Business Value of IT.

Published By: SAP Inc.     Published Date: Jun 16, 2009
There’s an old management axiom: You can’t manage what you don’t measure. Yet many organizations do a very poor job (or no job at all) of measuring the business value of their IT investments. Four existing methodologies can be adopted as is or customized to suit specific needs. Firms should pick one, institutionalize it as part of an overall governance framework, and embed it in IT portfolio management.
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sap, measurement methodologies, business value of it, financial metrics, tei, val it, enterprise applications, business intelligence
    
SAP Inc.

Getting Your Mobility Costs Under Control

Published By: iPass     Published Date: Jun 15, 2009
In this Webcast, Brownlee Thomas, Ph.D., Principal Analyst from Forrester Research, Inc., talks about current enterprise mobility trends, shows you what other companies are doing in response to these trends and gives you best practices for reducing your own mobility costs. Don't miss this timely and insightful Webcast.
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ipass, wifi, smartphones, roaming, web portal, vpn, ethernet, connection detail records
    
iPass

IT Silos Are Hurting Your Company: Make IT Data a Strategic Asset

Published By: Splunk Inc.     Published Date: Jun 02, 2009
According to Forrester, organizations spent $1.5 trillion globally managing IT last year. 75% of this was spent on silos, legacy systems that still don't get answers to the most important questions: troubleshooting outages, investigating security incidents, and demonstrating compliance. Learn about the innovative software product forward-thinking organizations are using to dramatically improve their productivity and change the way they manage and secure IT.
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it management, forrester, silos, legacy, data center, compliance, security, troubleshooting
    
Splunk Inc.

The Forrester WaveT: Web Content Management For Online Customer Experience, Q3 2011

Published By: SDL Web Content Management Solutions     Published Date: Jun 01, 2009
Forrester Research, Inc. has named SDL a Leader in "The Forrester WaveT: Web Content Management for Online Customer Experience, Q3 2011" independent report (July 2011). According to the report, "SDL's globalization and localization functionality remains a differentiator."
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sdl tridion, a/b, crm, ecm, dam, wcm, web content management, online customer experience
    
SDL Web Content Management Solutions

The Forrester Wave: Web Content Management For External Sites

Published By: SDL Web Content Management Solutions     Published Date: Jun 01, 2009
Forrester evaluated 11 leading Web content management (WCM) vendors across 190 external site content management and delivery criteria and found that European vendor SDL Tridion has established clear leadership in enabling organizations to manage and deliver persuasive content customer experiences.
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sdl tridion, a/b, crm, ecm, dam, wcm, web content management, multisite functionality
    
SDL Web Content Management Solutions

Search Engine Marketing and Online Display Advertising Integration Study

Published By: iProspect     Published Date: May 27, 2009
Discover the extent to which Internet users perform searches after exposure to online display advertising. Learn how to leverage search engine marketing to capture the demand created by display advertising and learn about the existing relationship between the two channels that affords marketers the opportunity to boost the efficacy of both.
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iprospect, forrester, online display advertising
    
iProspect

Inquiry Spotlight: Server Virtualization, Q3 2008

Published By: NetApp     Published Date: Apr 21, 2009
As organizations continue to deploy server virtualization, questions have shifted from "if" to "how." Out of all 220 inquiries Forrester's IT infrastructure and operations team answered on data centers, servers, and virtual appliances in 2008 to date, 72 were specifically in regard to server virtualization. These IT professionals' most common inquiries addressed vendor comparison, optimum physical to virtual consolidation ratios, expected ROI, and situation-specific concerns regarding the possible benefits that virtual servers could provide. These inquiries came from organizations in the early stages of implementing server virtualization — if you are considering or are in the process of implementing, you too should be asking these questions.
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netapp, virtualization, forrester, smb, virtual, server virtualization, hypervisor, vmware esx
    
NetApp

It's Time To Review - And Renew - Your Telecommuting Policy

Published By: Citrix Online     Published Date: Apr 08, 2009
There's no "one size fits all" when it comes to telecommuting. This new Forrester white paper explores how implementing best practices to create a telecommuting program and standardized policy significantly reduces operational costs and increases employee productivity - a winning combination in a tough economy.
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telecommuting, citrix, forrester, telecommute, employee productivity, citrix, human resources, travel
    
Citrix Online

Inquiry Insights: Enterprise Mobility, Q1 2009

Published By: iPass     Published Date: Apr 08, 2009
Learn what Forrester has uncovered in their latest report on Enteprise Mobility trends. During the past two years, Forrester has seen the number of enterprise mobility inquiries increase nearly 55%, jumping to 550-plus inquiries in 2008. In the past year, we have seen a spike in the number of inquiries focused on mobile network architecture, new types of mobile devices, and deploying vertically focused mobile applications that address the needs of workers in certain industries (e.g., retail, transportation, and healthcare).
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forrester, wireless, infrastructure, fmc, fixed mobile convergence, network architecture, healthcare, retail
    
iPass

The Total Economic Impact of Actional for Interconnected Applications

Published By: Progress Software BTA Financial     Published Date: Mar 02, 2009
Forrester used in-depth interviews and Forrester's powerful "Total Economic Impact" (TEI) methodology to model and analyze the costs, risks, resource usage, and payback period of a U.S. financial services company using Actional in production. Follow their calculations and find out the results.
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forrester, tei, total economic impact, roi, actional, progress, soa, crm
    
Progress Software BTA Financial

The Total Economic Impact Of Progress Actional Management For Interconnected Applications

Published By: Progress Software BTA Telecommunications     Published Date: Feb 25, 2009
Based on the Forrester Total Economic Impact (TEI) methodology, frameworks and interviews, Forrester Consulting, in this commissioned study for Progress, measured the total economic impact and potential ROI that using Progress Actional delivered in monitoring and managing the CRM system of a leading media and entertainment services provider.
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progress software, telecommunications, tei, crm, telcos, telecom, business transaction, vanson
    
Progress Software BTA Telecommunications

The Economic Necessity of Customer Service

Published By: Art Technology Group, Inc     Published Date: Feb 02, 2009
Written by: Forrester Research and Sponsored by:  Art Technology Group, Inc. In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on?
Tags : 
art technology group, importance of customer service, necessity of customer service, customer retention, proactive chat, agent-customer co-browsing, online customer communities, unified communications
    
Art Technology Group, Inc

Why Interactive Support Is Essential For Travel eBusiness

Published By: Art Technology Group, Inc     Published Date: Feb 02, 2009
Written by: Forrester Research and Sponsored by:  Art Technology Group, Inc. In 2008, contextual, task-related help means more than a toll-free number on a booking page or a FAQ section on your Web site. It means being more relevant and personal and helping travelers in the channel they prefer immediately so they aren't driven to other channels - or worse, a competitor's site.
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art technology group, travel ebusiness, interactive support, call center help, customer support, online chat, gen x, gen y
    
Art Technology Group, Inc

Analyst Brief: Forrester Consulting: The Total Economic Impact of eStara Click to Call

Published By: Art Technology Group, Inc     Published Date: Jan 22, 2009
Forrester examined multiple Click to Call deployments in order to quantify ROI, determine conversion rates and understand the impact on customer experience across channels.  Read the analyst perspective and see how eStara Click to Call can change your business.
Tags : 
estara, click to call, financial services, retail industries, roi, voip
    
Art Technology Group, Inc

White Paper: Click to Call: Giving Voice to Online Transaction

Published By: Art Technology Group, Inc     Published Date: Jan 22, 2009
Forrester Research identified click to call technology as one of the "Twelve Technologies That Will Transform Online Retail". Online buyers seek to move between phone and Internet channels in a single unbroken session, merging the best of both worlds: the immediacy and human touch of the phone, with the ease and convenience of the Internet.  Read More.
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estara, click to call, online retail, online transactions, e-commerce
    
Art Technology Group, Inc

Economic Catalyst webcast: Four Pillars of Strategic Storage

Published By: IBM     Published Date: Dec 30, 2008
Research giant Forrester estimates that on average, data repositories for large applications grow by fifty percent annually. However, up to half of all that data can be duplicate or otherwise unnecessary. With no end in sight for the increase of raw data (both structured and unstructured), organizations must be ever more strategic about where and how to store enterprise information. Meanwhile, a tightening economy is putting pressure on costs, just as compliance mandates call for greater visibility into processes and data. What to do? Register for this Web Seminar to learn the four pillars of strategic storage, and how they can be used to simultaneously reduce costs, while improving speed, accuracy and accountability. The four pillars will be discussed in detail, with real-world examples of each: deep compression, database archiving,de-duplication thin provisioning.
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strategic storage, ibm, enterprise information, deep compression, database archiving, de-duplication, thin provisioning, knowledge management
    
IBM
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