Forrester

For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

Business Case: The Digital Customer Experience Improvement Playbook

This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

• Downloads: 166

For eBusiness & Channel Strategy Professionals

Report:US Cross-Channel Retail Forecast, 2011 To 2016

Mobile Growth To Amplify Web Pre-Shopping More Than Ever

As consumers are more likely to own mobile devices and spend more of their time online than ever before, they are also likely now than ever to use the Web to support their purchases. By 2016,...

• Downloads: 278
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For eBusiness & Channel Strategy Professionals

Report:Why Every Retailer Needs An Online Marketplace

Multichannel retailers that are looking to compete effectively with aggressive pure-play counterparts that often offer cutthroat pricing or shipping programs will find that the marketplace model is a...

• Downloads: 85
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Report:Starting Your eCommerce Business In China

Identifying The Right Option For Your B2C eCommerce Business

China has become the leading emerging market for many Western brands and retailers. Attractive due to the scale and growth of the retail market, many companies view China as both a near-term...

• Downloads: 64
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For eBusiness & Channel Strategy Professionals

Report:Selling Luxury Goods To Online Shoppers In China

Understanding The Needs Of Today's Luxury Buyers

China is an enticing market for luxury brands looking to sell online, yet brands must recognize the opportunity is not without multiple challenges. In China, the online channel is widely considered...

• Downloads: 39
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For eBusiness & Channel Strategy Professionals

Report:Asia Pacific Online Retail Forecast, 2011 To 2016

A Look At Growth In Five Markets With A Focus On China, Japan, And Australia

Forrester Research wrote its first online retail forecast for Asia Pacific in October 2010. Since then, eCommerce in every market in the region has charged ahead, with growth continuing unabated....

• Downloads: 121
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For Customer Experience Professionals

Report:How Customer Experience Professionals Can Use The Splinternet Engagement Index

The Splinternet Engagement Index

This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array of...

• Downloads: 18

For Interactive Marketing Professionals

Report:Why Care About Combination Clickers

The Most Valuable Searchers Click On Both Paid And Natural Listings

Search marketers often try to profile consumers who click on paid ads against those who prefer natural search results. But the reality is there is little discernable difference between paid and...

• Downloads: 12
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For eBusiness & Channel Strategy Professionals

Report:Which Digital Touchpoints Should You Focus On Now?

Use The Splinternet Engagement Index To Jumpstart Your Agile Commerce Strategy

This report, originally written for market insights professionals, includes content relevant to eBusiness and channel strategy professionals. Here's why: The golden age of the Web is over. The...

• Downloads: 36
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For eBusiness & Channel Strategy Professionals

Report:More Australian Online Retailers Should Export

A Guide To Growing Worldwide Sales From An Australian Base

International online sales represent a massive opportunity for Australian brands, as the Australian online retail market remains small in comparison to its global counterparts. This report shows...

• Downloads: 8

For Market Insights Professionals

Report:Understanding The Changing Needs Of Online Consumers In Latin America

Latin American Consumer Technographics®

Over the past couple of years, Latin America has risen on many global companies' priority lists of new markets to focus on and understand. Given the meteoric rise of social networks like orkut and...

• Downloads: 3
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For eBusiness & Channel Strategy Professionals

Report:US Online Retail Forecast, 2011 To 2016

eCommerce Tops $200 Billion In 2011

eCommerce sales continue to grow rapidly, having topped $200 billion in 2011. Forrester expects that online sales will grow from 7% of overall retail sales to close to 9% by 2016. Key drivers of this...

• Downloads: 177
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For eBusiness & Channel Strategy Professionals

Report:European Online Retail Forecast: 2011 To 2016

Online Retail Sales Growth In Europe Will Continue To Outpace Offline Growth For Years To Come

Online retail sales will continue to outperform overall retail sales figures in terms of percentage growth for many years to come in Europe. As the Web becomes an increasingly mainstream part of the...

• Downloads: 118
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For eBusiness & Channel Strategy Professionals

Report:Gone Shopping: US Auto And Home Insurance Buyers Will Test eBusiness Strategies In 2012

After a record year for claims, a continued poor investment climate, and an economy mired in the doldrums, rates in the US for auto and especially homeowners insurance have no place to go but up....

• Downloads: 37
• Comments: 4

For Market Insights Professionals

Report:The Splinternet Engagement Index

Analyzing Your Customers' Engagement Across Touchpoints

The splinternet — the fragmented world of incompatible web, social, video, and mobile touchpoints — is where your customers live now. They want to reach you in more touchpoints, but you...

• Downloads: 32

For eBusiness & Channel Strategy Professionals

Report:European Online Retail: Five Trends To Watch In 2012

European eBusiness Executives Strive To Give Their Customers Choice And Flexibility Across The Purchase Journey

European shoppers are becoming increasingly web-savvy and are turning to a wider range of touchpoints as they research and buy products online and offline. In response, eBusiness executives across...

• Downloads: 61

For Market Insights Professionals

Report:Consumers Share Changes In Shopping Habits As A Result Of The Economic Downturn

Forrester Technographics Digital Consumer Community Report, February 2012

The economic recession has turned consumers into savvy bargain hunters. Now more than ever, they are on the lookout for the best deals and lowest prices they can find. Forrester conducted qualitative...

• Downloads: 2

For eBusiness & Channel Strategy Professionals

Report:European eBusiness Executives Take A Cautious Approach To Daily Deals

Brand And Margin Protection Inhibit Adoption, But Other Approaches Are Emerging

Skepticism is the watchword across Europe as eBusiness executives consider engaging with daily deals sites such as Groupon and Living Social. Concerns about brand damage and sales cannibalization are...

• Downloads: 14

For eBusiness & Channel Strategy Professionals

Report:Trends 2012: US Retail eBusiness

eBusiness executives in retail will grapple with three key trends in 2012: growth of mobile device usage, heightened competition from Amazon.com, and continued market share shift to web retail....

• Downloads: 122
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For Market Insights Professionals

Report:Digital Natives: A Demographic Overview

North American Technographics®

Digital natives have grown up in the age of technology and cannot imagine a life without computers, cell phones, and social networking. Although digital natives may not have large amounts of...

• Downloads: 1

For eBusiness & Channel Strategy Professionals

Report:French Online Retail Overview, 2012

French Online Retail Is On The Brink Of A Multichannel Revolution

France is the third largest online retail market in Europe; although it will continue to mature and grow at a pace outstripping overall retail growth, there are significant changes in store for...

• Downloads: 33
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For eBusiness & Channel Strategy Professionals

Report:The New Paradigm Of Retail

What eBusiness Executives Can Expect In The Decade To Come

Agile commerce promises to change the offers that retailers provide and the ways in which consumers buy; as a result, the look and feel of retail is certain to change in lockstep. All retailers will...

• Downloads: 87

For eBusiness & Channel Strategy Professionals

Report:Trends 2012: Online Retail In Australia Will Finally Hit Its Stride

Mobile Will Accelerate While Retailers Will Combine Speed With Scale

Online retail is booming in Australia — and with 93% of households set to gain access to gigabit broadband in the years ahead, today's growth is just the beginning. In 2012, five trends will...

• Downloads: 16

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2011: Mass Merchants

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Mass Merchants

In the large-format mass merchant sector, Wal-Mart and Target have successfully implemented market-leading online retail functionality and connected consumer touchpoints to enhance their customer...

• Downloads: 19
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For Market Insights Professionals

Report:Understanding The Changing Needs Of Online Consumers In Asia Pacific

Asia Pacific Consumer Technographics®

For the past six years, Forrester has been tracking consumers' online and offline behavior in Asia Pacific. Similar to recent years, this dedicated report helps companies understand the online...

• Downloads: 6