Our value proposition

Forrester Research: Who are we?Global research and advisory firm, our aim is to support businessleaders and their decisions.We deliver fact based insights that inspire leaders and guide greatdecisions, ensuring success in a complex world. George F. Colony CEO3 © 2010 Forrester Research, Inc. Reproduction Prohibited

Our Focus: Your Focus - Role Based InsightsBy focusing our organization on serving clients by professional role,Forrester delivers highly relevant research-based services aligned toour 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 Technology4 © 2010 Forrester Research, Inc. Reproduction Prohibited

Strategy and Marketing Professionals: RoleViewOur data-driven insights help our clients understand the effect ofchanging consumer behavior. While our forward-looking research andanalysis guide decisions and actions.Forrester’s unbiased advice on which tools and technologies will bestconnect 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 Strategy5 © 2010 Forrester Research, Inc. Reproduction Prohibited

Our Services: Insights (Research)We bring ideas into focus, giving our customers competitive edge andvalidation. By scanning the market; talking to consumers, evaluatingsuppliers and distilling best practices from the world’s most successfulorganizations. Data Trends Big Ideas Best Practices Case Studies8 © 2010 Forrester Research, Inc. Reproduction Prohibited

Our Services: (Insights +) Analyst InquiryTo discuss the applicability of an idea or a concept, achieve a higherdegree of understanding. Forrester acts as a sparring partner or anextension of our customers’ teams. We complement this engagementlevel with a peer community and access to worldwide events. FLB’s Roleview9 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 Strategy10 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 Review11 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 Strategy12 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 Strategy13 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 Vendor14 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 Strategy15 © 2010 Forrester Research, Inc. Reproduction Prohibited

Our Services: Consultancy Services Forresters 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

Our Services: How do they stack up? Validation Advantage Consultancy Advisory Sweet spot Insights + Inquiries Insights (Research)Value Self procured Intelligence Google Personalized17 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 peers18 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 ??? Initiatives20 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 StrategyInitiative 2: Focus on improving CxPChoose the right partners Initiative 3: Expand to new marketsCustomer Experience Transformation -What products and services will grow faster online?:Consultants Asia Pacific Online Retail Forecast, 2010 To 2015Benchmark against your market:Customer Experience Index, 2011: 21 © 2010 Forrester Research, Inc. Reproduction Prohibited

Service Delivery - Methodology 6 months Diagnose Implement Measure Evaluate-Identify strategic -Industry/role specific -Peer to peer -Evaluate impact ofpriorities/Initiatives, best practices networks initiatives againstcreate focus (from business value -Create delivery -Quantitative data100 to 3) roadmap -ROI analysis -Case studies -Benchmark 22 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 1123 © 2010 Forrester Research, Inc. Reproduction Prohibited

Personalized service delivery Dedicated Account Executive Team @ Manager / Executive Partner @ Client Forrester Understands: Goals Strategies Initiatives Personal Timelines Consultative Background24 © 2010 Forrester Research, Inc. Reproduction Prohibited

Personalized service delivery Dedicated Account Manager @ Forrester -Choose the right research -Engage the best analyst -Act as an extension of your team25 © 2010 Forrester Research, Inc. Reproduction Prohibited

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

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, Belgium29 © 2010 Forrester Research, Inc. Reproduction Prohibited

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, Belgium30 © 2010 Forrester Research, Inc. Reproduction Prohibited

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, France31 © 2010 Forrester Research, Inc. Reproduction Prohibited

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, France32 © 2010 Forrester Research, Inc. Reproduction Prohibited

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 Netherlands33 © 2010 Forrester Research, Inc. Reproduction Prohibited

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, Italy34 © 2010 Forrester Research, Inc. Reproduction Prohibited

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, Italy35 © 2010 Forrester Research, Inc. Reproduction Prohibited

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.Forresters 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, Germany36 © 2010 Forrester Research, Inc. Reproduction Prohibited

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, Italy37 © 2010 Forrester Research, Inc. Reproduction Prohibited

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, Italy38 © 2010 Forrester Research, Inc. Reproduction Prohibited

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

Our value proposition

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