This document provides an overview of Forrester Research and the value it provides to marketing and strategy professionals. Forrester is a global research and advisory firm that delivers fact-based insights to support business leaders and guide their decisions. It focuses on serving clients based on their professional roles through highly relevant, research-based services. Forrester provides insights, advisory programs, and consultancy services to help clients understand changing consumer behavior, guide strategic decisions, and benchmark their performance against peers.

1. Forrester: Research & Advisory Services
Value Proposition for Marketing and Strategy Professionals
23.06.11
1 © 2010 Forrester Research, Inc. Reproduction Prohibited
2009

2. Forrester An Introduction
2 © 2010 Forrester Research, Inc. Reproduction Prohibited
2009

3. Forrester Research: Who are we?
Global research and advisory firm, our aim is to support business
leaders and their decisions.
We deliver fact based insights that inspire leaders and guide great
decisions, ensuring success in a complex world.
George F. Colony
CEO
3 © 2010 Forrester Research, Inc. Reproduction Prohibited

4. Our Focus: Your Focus - Role Based Insights
By focusing our organization on serving clients by professional role,
Forrester delivers highly relevant research-based services aligned to
our client’s agendas.
LEADERSHIP
BOARD AND
DATA
ADVISORS
Technology Industry
ADVISORY
RESEARCH AND
TEAM CONSULTING
TEAMS
Marketing & Strategy
ACCOUNT CLIENT
MANAGEMENT RESOURCE
TEAM CENTER
Information Technology
4 © 2010 Forrester Research, Inc. Reproduction Prohibited

5. Strategy and Marketing Professionals: RoleView
Our data-driven insights help our clients understand the effect of
changing consumer behavior. While our forward-looking research and
analysis guide decisions and actions.
Forrester’s unbiased advice on which tools and technologies will best
connect our client’s to their customers adds top line value, Peer-
Reviewed best practices drive world class marketing and cross-
channel strategies.
Marketing Leadership
Consumer Customer Customer eBusiness Interactive Market
Product Experience Intelligence & Channel Marketing Insights
Strategy Strategy
5 © 2010 Forrester Research, Inc. Reproduction Prohibited

6. To ensure corporate goals are achieved
Information is nothing
without context and relevance
6 © 2010 Forrester Research, Inc. Reproduction Prohibited

7. Our Services: High Level View
Consultancy
Advisory
Inquiry
Insights
7 © 2010 Forrester Research, Inc. Reproduction Prohibited

8. Our Services: Insights (Research)
We bring ideas into focus, giving our customers competitive edge and
validation. By scanning the market; talking to consumers, evaluating
suppliers and distilling best practices from the world’s most successful
organizations.
Data Trends
Big Ideas
Best Practices
Case Studies
8 © 2010 Forrester Research, Inc. Reproduction Prohibited

9. Our Services: (Insights +) Analyst Inquiry
To discuss the applicability of an idea or a concept, achieve a higher
degree of understanding. Forrester acts as a sparring partner or an
extension of our customers’ teams. We complement this engagement
level with a peer community and access to worldwide events.
FLB’s
Roleview
9 © 2010 Forrester Research, Inc. Reproduction Prohibited

10. Our Services: Advisory Programs (CMO)
Our Advisory Programs bring an additional layer of value, by customizing
our knowledge to the specific reality of your organization, these
engagements (typically concise and F2F) help customers obtain world class
tools, methodologies and advice to carry out mission critical activities.
Brand Strategy
Align
Communication
organization
& Media
around
Strategy
customer
CMO
Marketing/ Innovation
Sales Alignment Strategy
10 © 2010 Forrester Research, Inc. Reproduction Prohibited

11. Our Services: Advisory Programs (CXP)
Our Advisory Programs bring an additional layer of value, by customizing
our knowledge to the specific reality of your organization, these
engagements (typically concise and F2F) help customers obtain world class
tools, methodologies and advice to carry out mission critical activities.
Metrics
Assessment
Agency Customer User
Selection Experience Experience
Reviews
Brand
Experience
Review
11 © 2010 Forrester Research, Inc. Reproduction Prohibited

12. Our Services: Advisory Programs (CI)
Our Advisory Programs bring an additional layer of value, by customizing
our knowledge to the specific reality of your organization, these
engagements (typically concise and F2F) help customers obtain world class
tools, methodologies and advice to carry out mission critical activities.
CI/CRM
Benchmark
Marketing
Web Customer Technology
Analytics And Service
Road Map Intelligence Provider
Selection
Social
Intelligence
Strategy
12 © 2010 Forrester Research, Inc. Reproduction Prohibited

13. Our Services: Advisory Programs (CPS)
Our Advisory Programs bring an additional layer of value, by customizing
our knowledge to the specific reality of your organization, these
engagements (typically concise and F2F) help customers obtain world class
tools, methodologies and advice to carry out mission critical activities.
Rate
Convenience
Quotient
Product Co-
Mobile
creation
Strategy
Strategy
Consumer
Product
Strategy
Content Video
Strategy Strategy
13 © 2010 Forrester Research, Inc. Reproduction Prohibited

14. Our Services: Advisory Programs (eBiz)
Our Advisory Programs bring an additional layer of value, by customizing
our knowledge to the specific reality of your organization, these
engagements (typically concise and F2F) help customers obtain world class
tools, methodologies and advice to carry out mission critical activities.
eBusiness
Strategy
Drive
Forecast
Multichannel
Market Size
Sales
eBusiness
& Channel
Strategy
Optimize
Benchmark Multichannel
Website Customer
Service
Select
Technology
Vendor
14 © 2010 Forrester Research, Inc. Reproduction Prohibited

15. Our Services: Advisory Programs (IM)
Our Advisory Programs bring an additional layer of value, by customizing
our knowledge to the specific reality of your organization, these
engagements (typically concise and F2F) help customers obtain world class
tools, methodologies and advice to carry out mission critical activities.
Educate
Marketers
And/Or
Stakeholders
Interactive
Select
Marketing
Vendor
Best
Partners
Practices
Interactive
Marketing
Interactive
Optimize IM
Marketing
Team
Strategy
15 © 2010 Forrester Research, Inc. Reproduction Prohibited

16. Our Services: Consultancy Services
Forrester's research-based Consulting model is designed to quickly deliver
action-oriented recommendations by leveraging our existing research. Our
analyst consultants enter into projects with a deep, immediate understanding
of your business environment and challenges — which means faster, more
cost-efficient results for you.
16 © 2010 Forrester Research, Inc. Reproduction Prohibited

17. Our Services: How do they stack up?
Validation Advantage
Consultancy
Advisory
Sweet spot
Insights + Inquiries
Insights (Research)
Value
Self procured Intelligence
Google
Personalized
17 © 2010 Forrester Research, Inc. Reproduction Prohibited

18. In a nutshell
Our Value Proposition is our Tech
Agencies
Human Capital: their knowledge, Vendors
insights and our peer community
of marketing leaders.
For the next time your team You
needs advice on how:
-Implement/evaluate vendor
technology stacks
-Understand your consumer Forrester Tech
-Define Optimal Strategies Agencies
-Benchmark marketing Vendors
organization
Consumer
Tech
Insight Your
Trends
peers
18 © 2010 Forrester Research, Inc. Reproduction Prohibited

19. How do we service our clients
19 © 2010 Forrester Research, Inc. Reproduction Prohibited
2009

20. We align to initiatives that support strategic success
Increase profit 2% YoY
Improve retention 15% YoY
Goals Revenue growth 20% YoY
Grow online revenues faster
Focus on improving CxP
Strategies Expand to new markets
???
Initiatives
20 © 2010 Forrester Research, Inc. Reproduction Prohibited

21. To ensure corporate goals are achieved
Initiative 1: Grow online revenues faster
Get the right team behind your strategy:
Trends 2010: Staffing And Hiring For eBusiness
Benchmark your performance:
Initiatives Trends 2011: Cost Of eBusiness Operations And Customer
Acquisition
Capitalize on emerging technology trends
The Role Of eBusiness In Multichannel Strategy
Initiative 2: Focus on improving CxP
Choose the right partners Initiative 3: Expand to new markets
Customer Experience Transformation -What products and services will grow faster online?:
Consultants Asia Pacific Online Retail Forecast, 2010 To 2015
Benchmark against your market:
Customer Experience Index, 2011:
21 © 2010 Forrester Research, Inc. Reproduction Prohibited

22. Service Delivery - Methodology
6 months
Diagnose Implement Measure Evaluate
-Identify strategic -Industry/role specific -Peer to peer -Evaluate impact of
priorities/Initiatives, best practices networks initiatives against
create focus (from business value
-Create delivery -Quantitative data
100 to 3) roadmap -ROI analysis
-Case studies
-Benchmark
22 © 2010 Forrester Research, Inc. Reproduction Prohibited

23. Typical Engagement Timeline
Implement:
Service roadmap Measure
designed, delivered
Deliver and Monitor
and mutually agreed
Diagnose Value while delivering
Value Initiatives service roadmap
Diagnostic Session w/ prepared throughout
Executive Advisor From July 11 until Evaluate:
year
end November
1Hr kickoff session ROI analysis (report)
July-August 11
Mid-July 11 (Potential) Upgrade
Relationship
Mid December 11
Jul 11 Oct 11 Jan 11
23 © 2010 Forrester Research, Inc. Reproduction Prohibited

24. Personalized service delivery
Dedicated Account
Executive Team @ Manager / Executive
Partner @
Client
Forrester
Understands:
Goals
Strategies
Initiatives
Personal Timelines
Consultative
Background
24 © 2010 Forrester Research, Inc. Reproduction Prohibited

25. Personalized service delivery
Dedicated Account
Manager @
Forrester
-Choose the right
research
-Engage the best
analyst
-Act as an extension of
your team
25 © 2010 Forrester Research, Inc. Reproduction Prohibited

26. To ensure corporate goals are achieved
Support & Education
that help decision makers...
Save time...
Mitigate risk...
Capitalize on new trends ...
26 © 2010 Forrester Research, Inc. Reproduction Prohibited

27. Our Clients
27 © 2010 Forrester Research, Inc. Reproduction Prohibited
2009

28. Some of our Clients (UK)
28 © 2010 Forrester Research, Inc. Reproduction Prohibited

29. How Forrester Has Helped Marketing Professionals
“ The eBusiness & Channel Strategy Council membership keeps me
abreast of the hot topics and challenges facing eBusiness
professionals across different industries. The level of the
discussions is extremely high, and I consider it a priceless
.
experience that has enriched my career. I was amazed to find out,
for instance, that a Canadian bank has almost the same strategy
that we have in Europe. I sincerely thank Forrester for facilitating
these learnings from my peers.
”
Francois Gillon
Head of e-Channels,
Deutsche Bank SA/NV, Belgium
29 © 2010 Forrester Research, Inc. Reproduction Prohibited

30. How Forrester Has Helped Marketing Professionals
“ Forrester’s actionable reports and trusted new onlineprovided me
with a solid foundation for developing our
data have
banking
strategy, assessing our eBusiness maturity model, and creating a
.new branch concept. Forrester analysts impressed me with an
unparalleled knowledge that has guided us in shifting our business
model from a product-centric organization to a client-centric one.
”
Francois Gillon
Head of e-Channels
Deutsche Bank SA/NV, Belgium
30 © 2010 Forrester Research, Inc. Reproduction Prohibited

31. How Forrester Has Helped Marketing Professionals
“ As asuccess of my role. Working with Forresterefficiency arepositive
the
busy Chief Marketing Officer, speed and
has been a
vital to
experience from day one, with a level of customer service that
continually exceeds my expectations. Recently, I leveraged
Forrester’s data and strategists to define and redesign the role of the
marketing department in our company.
”
Sophie Heller
Vice-President Marketing & Communication
ING Group France, France
31 © 2010 Forrester Research, Inc. Reproduction Prohibited

32. How Forrester Has Helped Marketing Professionals
“Forrester’s mobile expertise helped me successfully deploy an
effective mobile strategy. I used Forrester’s data and expert analysts
to create a road map and choose the best technology for our mobile
strategy, which is essential to our broader corporate strategy.
”
Sophie Heller
Vice-President Marketing & Communication
ING Group France, France
32 © 2010 Forrester Research, Inc. Reproduction Prohibited

33. How Forrester Has Helped Marketing Professionals
“ We turned to Forrester to help us shape the vision for our future customer
experience. The Forrester analyst entered the project with an immediate
understanding of our business and customer channels. He worked with us on
a common vision for the future requirements for each customer touchpoint
and provided action-oriented recommendations to prioritize and guide our
future investments in the Web site, call center, and mobile technologies.
I am delighted with the consulting work provided, and I look forward to
continuing to partner with Forrester.
”
.
Hermen De Groot
Head of Communication, Marketing and Sales
Rabobank International Group, The Netherlands
33 © 2010 Forrester Research, Inc. Reproduction Prohibited

34. How Forrester Has Helped Marketing Professionals
“ Forrester analysts’ strategic thinking playedprogram for Mondadori as
delivering a two-day, world-class coaching
an important role in
we embark on our transformation to a digital publishing company. I
am convinced that Forrester’s analysts and research are the best
choice to ensure that we are adapting our business and preparing our
staff for the constant demands of the digital world.
”
.
Riccardo Cavallero
CEO Mondadori Libri
Arnoldo Mondadori Editore Spa, Italy
34 © 2010 Forrester Research, Inc. Reproduction Prohibited

35. How Forrester Has Helped Marketing Professionals
“ Forrester analysts’ strategic thinking playedprogram for Mondadori as
delivering a two-day, world-class coaching
an important role in
we embark on the move from an old-fashioned approach to being a
digital publishing company. I am convinced that Forrester’s research
is the best choice to guide me through strategic decisions, particularly
when defining a framework for new market opportunities, positioning
the company, and benchmarking our performance.
”
. Riccardo Cavallero
CEO Mondadori Libri
Arnoldo Mondadori Editore Spa, Italy
35 © 2010 Forrester Research, Inc. Reproduction Prohibited

36. How Forrester Has Helped Marketing Professionals
“brand is beingtransitionbyfrom a traditional brand to a digitally aware
Beiersdorf’s
driven Forrester’s global Consumer Technographics
® data.Forrester's data offers us the broad and deep insight we need
to understand our consumers’ behavior on a global basis, with the
Forrester analysts providing the detailed expertise and CPG
knowledge that guide us in deriving specific insights for our company.
”
.
Jo Whitmore
Senior Global eBrand Manager
Beiersdorf, Germany
36 © 2010 Forrester Research, Inc. Reproduction Prohibited

37. How Forrester Has Helped Marketing Professionals
“vital role in UniCredit’s review of our online bankingguidance played a
Forrester’s high quality research, data and analyst
secure site.
Forrester completed an international benchmark project of our site
against our European competitors and provided recommendations on
usability and functionality that helped us improve our customer
experience and usage of our online tools.
”
.
Alessandro Colafranceschi
Head of Global Online and Mobile Banking
UniCredit, Italy
37 © 2010 Forrester Research, Inc. Reproduction Prohibited

38. How Forrester Has Helped Marketing Professionals
“player in each of to be recognized aswehighlyacapable domestic
UniCredit’s goal
the markets where
a
have presence. Forrester
plays a vital role in our analyses consumer behaviour and usage of
online financial services in these markets. The easy access to high-
quality research, data, and analyst expertise has helped me to make
the right decisions – both strategic and operational.
”
.
Alessandro Colafranceschi
Head of Global Online and Mobile Banking
UniCredit, Italy
38 © 2010 Forrester Research, Inc. Reproduction Prohibited

39. Next Steps
39 © 2010 Forrester Research, Inc. Reproduction Prohibited
2009

40. Let’s align
Validation Advantage
(+)
Priority Where/What are
Time to your top
delivery initiatives?
Risk
(-)
(Clear) Path to execution (Unclear)
(Available) Resources (Unavail)
40 © 2010 Forrester Research, Inc. Reproduction Prohibited

41. Forrester: Research & Advisory Services
Value Proposition for Marketing and Strategy Professionals
18.04.11
41 © 2010 Forrester Research, Inc. Reproduction Prohibited
2009