Real-World Case Studies and Customer Success Stories with Forrester Analytics

Forrester Decisions helped Zebra Technologies improve their digital marketing. Zebra used a data-driven approach to make better decisions. The team... focused on understanding buyers and supporting them through their journey. Forrester helped Zebra align marketing, sales, and product teams. This led to a stronger customer experience and better revenue growth.
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VMWare Tanzu used Forrester to change their marketing strategy. They moved from focusing on individual leads to targeting buying groups.... Forrester helped the team understand buying group behavior. This made it easier for sales to engage prospects. The marketing team got more support from management with Forrester's help.
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Twilio used Forrester to boost its brand awareness. Twilio wanted to reach more marketing and customer experience professionals. Forrester helped... Twilio align its regional and global marketing teams. They used common frameworks and tools. This alignment helped Twilio move toward its brand awareness goals.
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Forrester helped Sopra Steria Group build its Digital Banking Experience (DBX) initiative. Sopra Steria wanted to help banks compete in... a digital-first world and become a trusted authority in banking. Forrester worked with them to create surveys, yearly reports, and digital maturity tools. The DBX suite became a key marketing and retention tool, generating new business worth hundreds of thousands of euros each year. It also boosted Sopra Steria’s reputation as a digital banking thought leader in Europe.
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Forrester helped Zebra Technologies align customer experience with digital strategy. This made marketing planning smoother and less stressful. Marketing teams... became more agile. They could plan digital and physical activities together. This improved the overall digital experience and customer satisfaction.
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Cisco Quad helps employees create custom dashboards and social networks. The tool brings together content from different internal systems. Employees... can use it on PC, iPhone, or iPad. Quad supports a CARS (customized, aggregated, relevant, social) experience. It lets users tap into the company's collective intelligence. The platform is now available to Cisco customers.
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Forrester Research uses a formal diversity, equity, and inclusion program. The company increases representation and measures success in its DEI... efforts. Fadjanie Cadet, director of diversity and inclusion, leads these initiatives. The case study shows how Forrester designs DEI programming and builds a DEI roadmap. The company focuses on employee listening and establishing success indicators.
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Experian's Decision Analytics division worked with Forrester to improve its go-to-market strategy. The portfolio marketing team adopted best practices and... took charge of driving business growth. They set up new processes to boost market awareness, demand generation, and sales knowledge transfer. The team focused on the voice of the customer and created buyer-oriented go-to-market plans. This led to more marketing-driven revenue and a model for organizational transformation.
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Software AG used Forrester’s customer experience research to improve how they collect and use customer feedback. Adam Camm, program director... for customer experience, says this helped the company act fast and see real financial benefits. The focus on customer feedback led to quick wins. Software AG saw measurable gains by investing in customer experience with Forrester’s help.
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Forrester Decisions helped HCL Technologies improve its digital marketing strategy. HCL’s VP of digital marketing worked closely with Forrester to... shape new approaches. The partnership gave HCL tools to lead digital marketing more effectively. The collaboration made it easier for HCL to co-create solutions and reach their goals faster.
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Forrester helped Dell transform its customer experience team. The Dell services organization built a scalable CX team structure. The new... structure includes a mystery shopping team, a measurement team, and a communications team. Kimberly Smith, senior director of CX strategy and operations, credits Forrester for enabling best practices. The CX team became a powerhouse through this partnership.
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SAP Concur worked with Forrester to drive marketing innovation. The partnership helped SAP Concur address changes in buyer behavior and... adapt to new technologies. Forrester provided actionable and practical insights. The collaboration increased innovation and alignment in SAP Concur's marketing team. Marketers at SAP Concur became more excited about leading industry change.
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Forrester helped Red Hat improve its marketing ROI in the Asia Pacific region. Red Hat used Forrester’s expertise to make... better investment decisions for its account-based marketing program. Todd Bates, director of enterprise marketing, said Forrester helped benchmark Red Hat against top performers. Red Hat also saw qualitative benefits like stronger brand reputation and better customer relationships. Forrester acted as a trusted advisor for Red Hat’s marketing strategy.
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Forrester Decisions helped RCG Global Services build a strong B2B brand strategy. RCG's SVP and CMO, Rachelle McLure, worked with... Forrester to improve brand impact and marketing campaigns. Forrester's analysts listened and gave custom advice for RCG's needs. This support helped RCG reach the right audience and set up predictable growth.
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Forrester Market Insights helps NTT DATA stay ahead in the market. Jessie Norman uses it daily to learn about trends... in product design, application development, and customer experience. She shares insights from the research with business stakeholders. The tool helps NTT DATA move from operational to strategic and grow its visibility.
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Forrester helped NAVEX, a governance, risk, and compliance solutions provider, strengthen its value to clients. Kim Blomgren, senior director of... global communications, used Forrester's insights to better understand the risk and compliance landscape and AI challenges. These insights led to a new report that NAVEX used to educate clients and prospects. NAVEX improved its reputation as a thought leader in risk and compliance.
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Forrester helped Medidata shift from a product-centric to a customer-centric marketing approach. Medidata wanted to focus more on customer needs... in their campaigns. Forrester provided an unbiased perspective and shared insights from other B2B companies. This partnership enabled Medidata to create holistic, audience-focused campaigns and simplify how they measure results.
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Forrester helped Lightstorm launch Polarin, a network-as-a-service solution, with clear and customer-focused messaging. Lightstorm needed messaging that was unique and... easy for customers to understand. Forrester worked closely with the team to refine their message at every step. The new messaging now connects with prospects and helps customers see the value of Polarin. Lightstorm’s leadership credits Forrester for challenging their thinking and improving their communication.
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Forrester Market Insights helps Kontent. ai make smart business decisions. Kontent.ai uses Forrester data to check its strategies and build...trust in the content management market. The VP of growth and marketing says Forrester's insights are key for the team. This support helps Kontent.ai grow and connect with more clients.
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Illumio used Forrester's analyst services to better understand its market position. Forrester helped Illumio, a microsegmentation solutions provider, develop a... stronger strategy. Illumio aimed to reach new markets with this guidance. The relationship with Forrester analysts improved over time. Illumio gained a more comprehensive view of its opportunities.
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Forrester helped Fujitsu Australia Limited transform its marketing to support a new go-to-market approach. The company faced a tight deadline... to align marketing with a new sales model. Forrester used its Eight C’s of Effective Organizational Design model to audit and restructure the marketing team. Fujitsu rewrote job descriptions and improved team alignment. As a result, marketing’s value increased, the team secured more funding, and brand awareness grew.
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F5 Networks wanted to launch a new SaaS-based solution to its existing customers. The company had traditional partners but needed... to adapt to a SaaS partner ecosystem. F5 worked with Forrester to understand and use partner ecosystem frameworks. Forrester helped F5 define and execute these frameworks. This support helped F5 bring its partners along on the SaaS journey.
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Forrester Decisions helped Equinix improve its channel partner engagement program. Equinix wanted to revamp its partner portal and boost partner... enablement. Forrester worked with Equinix to build a strong case for change. The senior director at Equinix called Forrester indispensable. The partnership led to a better strategy for engaging channel partners.
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Sage Software North America used advanced tools and governance to improve customer experience. The company faced challenges meeting customer experience... goals in 2012. They built a system with new processes and tools for better CX management. This helped them turn business-to-business insights into real actions. The case shows how structured CX improvements can help in a B2B environment.
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Atlassian uses its innovation culture to drive growth in the computer software market. The company hires creative developers and gives... them time to innovate. Atlassian uses bottom-up development processes to improve team autonomy and maximize flow. This approach creates a customer-driven development culture. Atlassian delivers products that customers want and builds strong corporate values.
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Lenovo used a peer-to-peer customer service community to improve customer experience. They aligned marketing, sales, and service teams to support... social media best practices. This led to a 20% drop in laptop service call volumes. Customer service agent productivity increased. Net Promoter Scores went up. Lenovo reduced support costs and increased sales.
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Forrester Decisions helped Veeam Software create a B2B Marketing Plan On A Page. Kathleen De Bondt, VP of marketing, EMEA,... used this plan to align the marketing team and other departments. The plan made it easier to share marketing goals and actions with sales, finance, and stakeholders. It helped keep the team focused and set clear expectations. Forrester served as a key resource for modern marketing strategies.
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Forrester helped Tax Systems, a top tax compliance software provider in the UK and Ireland, improve its brand recognition. Tax Systems faced... low brand awareness and was mainly known by its product name. Forrester worked with them to build a stronger value proposition, clear messaging, and a better go-to-market strategy. As a result, Tax Systems now has a more effective sales team, a stronger brand, and improved business results.
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Veeam Software used an in-house marketing concierge program to help low-touch channel partners. The company faced low partner engagement and... declining use of marketing tools. Veeam created new content formats and a channel marketing concierge service to boost partner marketing. This led to channel growth in the SMB market and higher through-channel revenue. Partner experience and adoption of demand programs improved.
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Intel used social media to improve customer engagement and support. They replaced expensive, in-person focus groups with online communities. Intel... created roles like Brokers and Floaters to answer customer questions quickly. This approach helped Intel respond faster and build stronger customer loyalty. The online communities also reduced operating costs and improved the customer experience.
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SAS used the Forrester Plan On A Page methodology to align marketing and sales. Patrick Xhonneux, senior VP for marketing... in EMEA and APAC, led the effort. Forrester provided guidance sessions and team training. This created consistency in goals, performance metrics, and decision making. The result was strong cross-functional alignment to achieve company objectives.
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Alteryx used Forrester to show the value of marketing. The CMO, Keith Pearce, wanted to prove the impact of every... marketing dollar. Forrester helped connect the marketing and finance teams. They built clear metrics and dashboards. Now, the business supports and trusts marketing's results.
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Acronis used Forrester to scale its marketing operations. The company had no marketing operations team before. Forrester helped Acronis grow... this function quickly and cost-effectively. The VP of global marketing operations at Acronis says Forrester always has answers for their challenges. Acronis saw a significant return on investment from working with Forrester.
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Forrester Decisions helped Lexmark International align its B2B marketing across 170 countries and 32 languages. Lexmark unified its messaging, marketing... spend, and measurement with Forrester's guidance. This led to expanded customer reach and a larger opportunity pipeline. The partnership also helped Lexmark's senior director of revenue marketing grow as a B2B marketing leader. Lexmark saw real-world results and best practices from Forrester.
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Forrester helped Hexagon improve account-based marketing using proven frameworks. Hexagon wanted better targeting and brand recognition for specific audiences. Forrester... worked with Hexagon to align marketing and sales teams. They used data-driven account selection and real-life examples. Hexagon gained a strong starting point for growth with Forrester's support.
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Forrester’s B2B Buyer Persona and Messaging Nautilus frameworks helped Delinea’s marketing team. The team wanted to better understand their buyers,... not just their products. They used Forrester’s tools to focus on what drives buyer decisions. This led to a big change in how they create messaging. The team now targets the right personas and crafts messages that connect.
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Forrester Decisions helped Atlassian build a customer-focused sales team. Atlassian used Forrester to create a global sales onboarding program. Forrester... also introduced a new sales methodology. These changes supported Atlassian’s customer-first mission. Atlassian’s sales enablement leader praised Forrester’s role in these improvements.
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Sparkassen launched the first mobile banking iPhone app in Germany. They now offer a wide range of mobile banking services,... including app and browser-based features. Over 1 million people have downloaded their apps. Sparkassen's leaders drove innovation and changed the bank's image. Their mobile banking strategy set a new standard in the German banking market.
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DBS Bank built an enterprise data platform to stay ahead of digital-only banks. The bank wanted to become an insights-driven... organization. The new platform helped teams use data assets better. This move supported DBS Bank in keeping its leadership in the banking sector. The case highlights the value of enterprise data platforms for large banks facing digital competition.
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Macquarie BFS, a leading retail bank and wealth manager, aimed to operate like a top tech company. They built a... new tech stack and used a cloud-native approach. This strategy improved scalability, resilience, and customer satisfaction. Macquarie BFS became a finalist for Forrester’s 2023 Technology Strategy Impact Award for APAC. Their IT strategy delivered strong value for both customers and the business.
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Navy Federal Credit Union leads Forrester’s Customer Experience Index. The company focuses on employee experience to drive great customer experience.... This case study shares best practices for creating and sustaining award-winning member service. Navy Federal Credit Union is the world’s largest credit union. The story highlights their ongoing efforts to deliver exceptional customer experience.
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TD Bank used Forrester’s customer experience solutions to improve their CX measurement strategy. They put customer experience metrics into incentive... compensation for all employees, from frontline staff to the board. Forrester’s advisors helped TD Bank refine their CX approach and align teams across the company. This strategy made customer experience a key part of daily operations at TD Bank.
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Forrester Decisions helped Nationwide Building Society move to a data-driven application management approach. The IT team faced challenges in adopting... data-driven strategies for managing their application portfolio. As a Forrester client, Paul Ballard, technology strategy and enterprise architecture director, gained the data and insights needed for confident decisions. Forrester acted as a copilot, supporting Nationwide in their application modernization strategy. The case highlights the value of research and expert guidance for technology leaders in banking.
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Forrester’s benchmarking tools helped Banorte improve its digital banking experience. Rafael Fragoso, head of digital banking, used these tools to... understand customer needs and make targeted changes. Banorte achieved a client attrition rate of less than 2%. The bank also saw a big increase in digital channel usage. Forrester helped Banorte track key metrics and guide decisions.
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Forrester helped Afreximbank create an IT and data strategy. The strategy matched Afreximbank's goal to promote trade in Africa. The... executive team supported the new plan. Afreximbank's C-suite praised the work. The project focused on aligning technology with business needs.
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Forrester helped Swedbank centralize its IT operations. Swedbank's CTO office wanted to move away from a federated IT model. They... needed outside validation for their plan. Forrester analysts worked with Swedbank to build a centralized technology model. This brought the enterprise architecture team closer to business units and IT service delivery. Swedbank gained confidence in their new IT approach with Forrester's support.
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Forrester helped Northern Trust improve its security architecture. Northern Trust wanted to learn how top firms mature security without slowing... transformation. Forrester analysts identified the right security models for their reviews. The process worked well because the analyst understood the timeline and strategy. Senior Director of IT Security Tejas Shah praised the support. This helped Northern Trust build trust through better IT security.
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Prudential Financial aimed to achieve top customer experience by focusing on people-led transformation. In just two years, 92% of employees... said the company was making progress toward industry-leading customer experiences. The transformation centered on five key pillars. The case highlights how a people-first approach can drive customer-obsessed culture change. This story shows the impact of employee engagement on customer experience in the financial services sector.
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Lloyds Banking Group used a journey-led approach for digital transformation. They focused on improving 10 key customer journeys. The company... reorganized to adapt quickly to customer needs. They set up cross-functional customer journey labs. This led to £500 million in savings and revenue increases. The case highlights digital transformation in financial services.
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Aon faced challenges in the financial services sector, including wealth management and retirement planning. The company needed to reinvent its... mature brand and deliver a top digital experience. Aon's CX and digital teams worked together to build trust and meet industry demands. This case study shows how Aon improved customer experience in a disrupted market.
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Best Egg used Forrester Decisions for Customer Experience to improve its customer experience strategy. The Chief Customer Officer worked with... a Forrester Executive Partner to find and fix friction points. They changed how the company thinks about and solves customer problems. Leadership got new tools to keep making CX better. This helped Best Egg become more focused on customers in financial services.
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Nissan transformed its customer experience by focusing on seven key customer journeys. The company shifted to a journey-centric operating model,... updating legacy systems and processes. Nissan used six levers: structure, culture, talent, metrics, processes, and technology. This approach improved both customer and employee experiences. The transformation is now part of Nissan’s core business strategy.
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Robins & Day used low-code platforms to boost digital transformation in the automotive sector. They adopted the privateer model, forming... a small, autonomous team within a business unit. This team drove digitization and value stream management. Their approach helped build a culture of continuous improvement. The case highlights the impact of citizen development strategies in underdigitized industries.
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Forrester helped DRÄXLMAIER Group's enterprise architecture team build business skills and career paths for architects. Forrester analysts provided deep-dive sessions... and benchmark data to guide the team. The team became more visible and trusted by business leaders. They now host a cross-functional board to align IT and business strategy. The EA function offers stronger career paths and delivers more impactful solutions.
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Forrester’s Buyer Audience Framework helped TE Connectivity’s automotive division shift from a product-centric to a buyer-centric approach. The marketing team... used the framework to engage colleagues and focus on customer needs. This change led to stronger customer engagement and better campaign results. Chris Yeadon, head of product marketing, reported improved click-through rates and overall campaign performance.
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Forrester Decisions helps Michelin's enterprise architecture team reach its KPIs. Enterprise architect Julien Martino uses Forrester to guide and check... EA strategies. The team relies on Forrester to make sure their technology solutions match business goals. Forrester's support helps Michelin deliver the right technology for its strategy.
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Forrester Decisions helped Wolters Kluwer Health transform its marketing. The company faced new challenges in healthcare buying and needed to... align its executive team. Forrester provided research, frameworks, and expert guidance. This support helped with change management and communication. The marketing team improved how it shared value with the market and employees.
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Forrester Decisions for Customer Experience helped Quest Diagnostics build a central view of customer journeys. Rob Martinelli, senior director of... customer experience, worked with Forrester to map customer segments and journeys. This work aimed to improve customer experience, loyalty, and retention. Forrester guided the team through a reset and set them up for future success in customer experience.
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Forrester helped Ardent Health improve patient experience by mapping the customer journey. Ardent Health worked with Forrester experts to find... ways to make care easier to access. The project led to a big drop in average wait times for appointments, cutting them by almost four weeks. Reed Smith, Chief Consumer Officer, said Forrester felt like part of their team. This work put patients at the center of Ardent Health’s service.
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Forrester Decisions helped Philips, a global healthcare technology company, adapt to changing healthcare trends. The marketing team worked with Forrester... to improve focus and deliver more value. Forrester provided an external perspective to keep internal teams aligned. Philips strengthened marketing and sales alignment and tripled its lead-to-opportunity conversion rate. The company also shifted from product-centric to customer-centric marketing with Forrester's support.
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Forrester helped Veolia Water Technologies improve customer experience on their website. Susan Roberts, the revenue marketing leader, used Forrester frameworks... like Demand Waterfall to guide a digital transformation. This made the company faster and more trusted by customers. As a result, Veolia secured a $10 million deal after three years of building trust and better response times.
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E. ON used a journey-centric operating model to transform customer experience across nine markets. The company focused on structure, culture,...talent, metrics, processes, and technology to drive change. Over 47 million customers now access sustainable electricity and heat. E.ON aims to be climate neutral by 2040. The transformation created federated journey teams and a center of excellence.
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PSE&G worked with Forrester to improve its customer experience strategy. Forrester analysts helped the team refine their approach and gain... support across the company. The partnership made customer experience more tangible and encouraged departments to focus on customer needs. PSE&G now talks about the customer more often and values putting the customer first.
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Forrester Decisions helped BC Hydro & Power Authority build a customer-first culture. The company used Forrester's step-by-step playbook to formalize... its customer experience practice. Customer experience became a key part of employee training and onboarding. Employees who excel in customer experience now receive recognition in company awards. The CX lead says Forrester's framework made it easier to define their CX strategy and principles.
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HP Inc. used a new customer experience (CX) implementation process to address a declining and commoditized printer market. The company... shifted from focusing on product features to meeting customers’ unmet needs. This cultural change led to successful product launches and millions in savings. HP improved its CX culture and saw gains in its bottom line.
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Forrester helped Philips improve demand generation by aligning marketing and sales. Philips used Forrester's expertise to adapt to changing customer... needs. The partnership helped Philips prove marketing ROI. Philips' marketing team saw support from Forrester's analysts and customer success managers. The focus was on customer-centric marketing and measurable results.
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Sony Corporation of America wanted to improve its data strategy for a world without third-party cookies. The company worked with... Forrester to focus on zero- and first-party data. Forrester also helped Sony choose the right customer data platform. Sony saw a big increase in return on advertising spend. Customer retention and loyalty also got stronger.
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Best Buy worked with Forrester to build a customer obsession strategy. The company wanted to put customers at the center... of its leadership, strategy, and operations. Forrester helped Best Buy define its customer experience vision and connect employee experience to customer experience. This led to stronger retention, loyalty, and innovative buying experiences. Best Buy won Forrester’s Customer-Obsessed Enterprise Award for North America in 2023.
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KLM used Communispace to launch its In touch market research online community. The goal was to better understand Elite members... of its Flying Blue frequent flyer program in five European countries. The Customer Knowledge department expanded its influence by using the community to reach new departments and join the product innovation process. KLM later extended the community to Air France. The case highlights the value of clear objectives and internal visibility for market research initiatives.
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Forrester helped Penske Truck Leasing set up a unified quota strategy and clear KPIs for their global sales team. Penske had different... sales goals in each region for 50 years. With Forrester, they created one companywide quota system. This made it easier to align sales teams and set clear expectations. Penske's VP of sales performance says the partnership was critical for their success.
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Forrester Decisions helped ArcBest boost sales team productivity. ArcBest wanted to improve sales results. The chief sales and customer engagement... officer worked closely with Forrester. He said Forrester's support was a game changer. ArcBest achieved strong yearly results with Forrester's help.
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Best Buy uses a customer-obsessed approach to improve its retail strategy. The company puts customers at the center of leadership,... strategy, and operations. This case study shows how Best Buy evolves its business to focus on customer needs. Retail leaders can learn from Best Buy's deliberate and continuous changes. The story highlights the value of a strong customer-focused mentality in retail.
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Forrester Decisions helped Ahold Delhaize define key cybersecurity metrics. The grocery company wanted metrics that matched its business strategy. Forrester... guided the cybersecurity team to deliver the right metrics to internal customers. This support helped the team show its mission clearly. The partnership built a strong personal connection between Ahold Delhaize and Forrester analysts.
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Forrester Decisions helped Sleep Number upgrade its legacy IT platforms. The CIO of Sleep Number used Forrester's real-world research and... best practices. Forrester provided guidance on industry standards and what other companies are doing. The CIO valued Forrester's practical examples for team use. The partnership aimed to bring stability to Sleep Number's IT systems.
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Forrester Decisions helps Newell Brands' data and IT team show its value. The team uses Forrester to educate the company... about data and AI. This builds trust across the organization. The vice president of information delivery says Forrester helps them communicate their impact.
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Forrester Market Insights helped Siemens AG launch Siemens Xcelerator, an open business platform. Siemens AG used Forrester’s competitive intelligence and... market perspectives to support digital transformation. Forrester also helped Siemens AG improve its go-to-market messaging and customer communications. Siemens AG built a future fit company that meets customer needs with Forrester’s support.
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Carbon used IoT-powered customer experiences to improve 3D printing customer service. The company built a predictive customer service model. This... helped Carbon keep strong customer relationships. Their support and sales model saved cost, time, and effort. The case study shows the value of digital transformation in manufacturing.
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Forrester Decisions helped Verato, a healthcare technology platform, build a strong marketing infrastructure. Verato needed support for rapid growth. Forrester... guided the company on new roles, staffing, and organization structure. The partnership helped Verato's CMO make better decisions and support company success.
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Philips transformed its marketing by focusing on care settings and clinical services. The company reorganized to better meet healthcare customer... needs. Portfolio marketing defined suites of solutions for specific buyers. This change streamlined go-to-market planning. Philips now helps clients expand access to services and improve illness prevention.
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Forrester Decisions helped TXOne Networks, a Zero Trust solutions provider, align its product messaging. The team gained direct access to... professionals in their target market. This helped TXOne create unified messaging based on real customer needs. As a result, TXOne saw better traction and a message that resonates more with prospects. Dan Cartmill, senior director of global product marketing, shared these results.
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Forrester helped Thales improve its partner strategy. Thales wanted to make its distributor network stronger. Forrester gave the team insights... and step-by-step guidance. This support helped Thales rethink its approach and use its partner network better. Thales credits Forrester for helping them make key decisions.
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Geoffrey Insurance used personalized interactive video to improve new customer onboarding. The company wanted to boost customer engagement and make... communications more effective. The insurance industry often has complex language and processes. Personalized video helped Geoffrey Insurance connect better with customers. This approach aimed to improve operating performance and sustain customer attention.
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Forrester Decisions helped Lockton build a global project management office. Julia Klaas, senior vice president of IT governance at Lockton,... wanted an external partner to review and validate her PMO strategy. Forrester provided guidance sessions and expert advice. This partnership helped Lockton bring a global PMO vision to life. Klaas valued the depth of information and support from Forrester.
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Forrester helped Merkle shift its go-to-market strategy from traditional marketing to focus on the experience economy, including e-commerce and CRM. Peter Rogers, EVP... and head of data and technology at Merkle, worked with Forrester to understand the market, buyers, and competitors. Forrester provided insights into IT buyer needs and priorities. This partnership helped Merkle develop and roll out a new strategy for success.
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Forrester helped Anteriad shift its marketing focus from new-logo acquisition to cross-sell and upsell. The Forrester team improved communication and... partnership between marketing and sales. They helped Anteriad interpret buying signals and identify buying groups. Forrester added rigor to Anteriad's measurement process. Anteriad can now measure marketing success by deal velocity, deal size, and other indicators more effectively.
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Forrester Decisions helped Onyx CenterSource, a B2B payments provider in hospitality, recover after the pandemic caused a sharp drop in revenue. Onyx used Forrester... data and research to support bold business choices. This led to doubling their average contract value. Onyx also exceeded its sales targets. The chief commercial officer credits Forrester for providing confidence and validation.
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Shell Global used a DIY citizen developer program to empower over 4,000 employees. The program used a federated governance model... with a central Center of Expertise and many local coaches. This approach brought strong business value and improved company culture. Key factors were zoned governance, local community support, and executive leadership. Shell plans to double its citizen developers and expand the program's impact.
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Forrester’s Messaging Nautilus helped Dun & Bradstreet align its commercial sales and marketing team around customer centricity. The tool gave... the team a clear reference point to make sure campaigns and messaging focused on customer needs. Jen Burns, SVP of commercial operations and marketing, says the partnership with Forrester was a profound experience. Forrester helped Dun & Bradstreet build a strong foundation and plan how to better support customers.
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Forrester Decisions helped DDI improve its product management. DDI wanted to better understand its buyers and market. Forrester worked with... DDI to compare its product management to peers. The Forrester team gave advice and held the DDI team accountable. DDI's product management team became more effective and improved its product.
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Universal Technical Institute used full-funnel advertising to improve customer acquisition. They worked with NP Digital to consolidate adtech and gain... better customer understanding. This helped them reach consumers who do not follow linear buying journeys. The case highlights the value of deep customer insights and creative marketing. It shows how adtech can connect awareness to branded search and intent.
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HeidelbergCement improved customer experience by showing the financial benefits of better CX. The global CX team worked with local teams... to gather and act on customer feedback. This helped solve customer problems and proved business value. Their approach turned CX skeptics into supporters. The company now links CX improvements to real business outcomes.
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Forrester helped the City of Dallas improve IT support for its police department. Brian Gardner, interim CIO, focused on better... communication between IT and the police. This led to faster and more efficient IT requests. The police department became more effective as a result. Forrester's guidance played a key role in this success.
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Forrester frameworks helped Cart. com align its go-to-market approach. Cart.com unified pricing, operations, and messaging after many acquisitions. The company...improved customer segmentation and targeting. Marketing-sourced pipeline grew from 72% in Q4 last year to 110% in Q1 this year. This increase helped Cart.com meet bigger company goals.
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Roche used an API-led integration and event-driven architecture to improve IT agility. The company faced challenges with legacy integration methods... that slowed innovation. By uniting APIs and events as products with self-service, Roche built a future-proof integration strategy in 2022. This approach helped Roche deliver business changes faster. The case highlights best practices in enterprise integration for the pharmaceuticals industry.
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REA Group and Reece Group faced a shortage of tech talent. They partnered with Holberton School to train and retrain... staff. This helped them access more technology professionals. The companies used alternative education to meet changing workforce needs. The approach supported ongoing tech innovation and talent development.
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Deere & Company library faced the risk of becoming irrelevant. The team hired a business professional and built strong relationships... with stakeholders. They measured and communicated the library's value using business terms like growth and metrics. This approach helped the library become a dynamic and relevant part of the company. The library now aligns closely with business needs and shows clear impact.
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Forrester Decisions helped NRG shift its approach to customer relationship management. Suzie Dieth, home chief experience officer at NRG, made... customer relationship management a core part of operations, not just a task for frontline agents. Forrester supported NRG by understanding their goals and providing research and frameworks. This partnership helped NRG achieve a successful culture change in customer experience.
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Forrester Decisions helps Panasonic Connect build a data-driven marketing culture. The team uses Forrester's industry standards and best practices to... guide their strategy. Reports on brand architecture validate their direction and boost team confidence. Padmaja Ravikumar, senior business analyst, values analyst validation for decision making. The solution supports strategic progress and benchmarking against peers.
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