September 6, 2007. Call in at 12:55 p.m. Eastern Time Carrie A. Johnson Research Director and Vice President Forrester Research Teleconference eBusiness Success 2007

The eBusiness, Channel & Product Management role Part of the Marketing and Strategy client group This role helps eBusiness professionals in the telecom, retail, financial services, consumer devices, and travel industries optimize product, sales, and service strategies across channels Industries covered: Financial Services Retail Telecommunications Services Devices & Access Healthcare Travel The Mobile Channel

Part of the Marketing and Strategy client group

This role helps eBusiness professionals in the telecom, retail, financial services, consumer devices, and travel industries optimize product, sales, and service strategies across channels

Industries covered:

Financial Services

Retail

Telecommunications Services

Devices & Access

Healthcare

Travel

The Mobile Channel

Agenda The state of eBusiness Challenges to growth Upcoming eBusiness research and events

The state of eBusiness

Challenges to growth

Upcoming eBusiness research and events

Agenda The state of eBusiness Challenges to growth Upcoming eBusiness research and events

The state of eBusiness

Challenges to growth

Upcoming eBusiness research and events

Well into its 10th year, eBusiness is thriving Online retail sites like 1-800-FLOWERS began selling online as early as 1994 Business is good: Financial services firms, on average, have 40% of customers actively using online services; for healthcare, it’s 22% In many cases, eBusiness businesses are bright spots of growth within companies This has increased both visibility and budgets for many firms, leading to available spending for innovation

Online retail sites like 1-800-FLOWERS began selling online as early as 1994

Business is good:

Financial services firms, on average, have 40% of customers actively using online services; for healthcare, it’s 22%

In many cases, eBusiness businesses are bright spots of growth within companies

This has increased both visibility and budgets for many firms, leading to available spending for innovation

Our eBusiness panel 215 eBusiness executives from across industries Quarterly surveys on topics ranging from budgets to Social Computing All panelists receive results in a spreadsheet, as well as the accompanying research Sign up here! http://www.forrester.com/channelpanel

215 eBusiness executives from across industries

Quarterly surveys on topics ranging from budgets to Social Computing

All panelists receive results in a spreadsheet, as well as the accompanying research

Sign up here!

http://www.forrester.com/channelpanel

Has it really been that long? March 2007 “eBusiness Managers’ 2007 Outlook”

More than half of online households pay bills online March 2007 “US Online Banking: Five-Year Forecast”

Even more have shopped online October 2006 “US eCommerce: Five-Year Forecast And Data Overview” Online retail sales grew by 25% last year and will grow by 18% in 2007

Firms work to move service interactions online March 2007 “eBusiness Managers’ 2007 Outlook”

eBusiness panelists report rapid market share growth July 2007 “Organizing For eBusiness: Panel Study Results”

Most budgets are on the rise March 2007 “eBusiness Managers’ 2007 Outlook”

Budgets are generally flexible July 2007 “Organizing For eBusiness: Panel Study Results”

Many companies have mature eBusiness operations Fewer eBusiness teams report into IT than expected; the majority report into marketing This represents a shift in both priority and maturity Companies have broadly recognized the value of cross-channel marketing — or just online advertising to drive offline sales/activity

Fewer eBusiness teams report into IT than expected; the majority report into marketing

This represents a shift in both priority and maturity

Companies have broadly recognized the value of cross-channel marketing — or just online advertising to drive offline sales/activity

eBusiness teams average 58 full-time employees July 2007 “Organizing For eBusiness: Panel Study Results”

Most eBusiness teams stand alone July 2007 “Organizing For eBusiness: Panel Study Results”

eBusiness Panelists Tend To Report Into Marketing July 2007 “Organizing For eBusiness: Panel Study Results”

Consumers that engage the most in eBusiness spend the most online February 2007 “Identifying Big Spenders Across Online Businesses”

Agenda The state of eBusiness Challenges to growth The 2007 and beyond outlook for growth

The state of eBusiness

Challenges to growth

The 2007 and beyond outlook for growth

Challenges to growth: Some things never change IT resources continue to and have always plagued eBusiness teams Even with what eBusiness executives report as increased budget and support, it’s not enough All industries face consumer security and privacy concerns

IT resources continue to and have always plagued eBusiness teams

Even with what eBusiness executives report as increased budget and support, it’s not enough

All industries face consumer security and privacy concerns

Budget and staff shortages challenge growth March 2007 “eBusiness Managers’ 2007 Outlook”

eBusiness teams don’t feel supported by IT July 2007 “Organizing For eBusiness: Panel Study Results”

eBusiness teams don’t feel supported by IT July 2007 “Organizing For eBusiness: Panel Study Results”

Most consumers have online security concerns August 2007 “Consumers’ Concern About Online Security Doesn’t Mean A Payday For Vendors”

Most consumers have online security concerns (Cont.) August 2007 “Consumers’ Concern About Online Security Doesn’t Mean A Payday For Vendors”

Intenders Changed Their Minds About Applying Online August 2007 “Why Financial Shoppers Abandon Online Product Applications”

Agenda The state of eBusiness Challenges to growth Upcoming eBusiness research and events

The state of eBusiness

Challenges to growth

Upcoming eBusiness research and events

Our eBusiness research centers on four themes Optimize and assess the online channel strategy Capitalize on channel, consumer, and technology trends Define and differentiate product strategies Tailor to industry verticals

Optimize and assess the online channel strategy

Capitalize on channel, consumer, and technology trends

Define and differentiate product strategies

Tailor to industry verticals

Some examples of upcoming research Optimize and assess your online channel strategy The Forrester Wave™: eCommerce platforms Online payment systems: Which have a future? Capitalize on channel, consumer, and technology trends The rural vs. urban online consumer Global eCommerce forecast

Optimize and assess your online channel strategy

The Forrester Wave™: eCommerce platforms

Online payment systems: Which have a future?

Capitalize on channel, consumer, and technology trends

The rural vs. urban online consumer

Global eCommerce forecast

Some examples of upcoming research (cont.) Define and differentiate product strategies Emerging consumer technologies that matter The future of home networks Mobile tech innovation series Tailor to industry verticals The truth about mobile banking in Europe What’s next in travel distribution The store of tomorrow

Define and differentiate product strategies

Emerging consumer technologies that matter

The future of home networks

Mobile tech innovation series

Tailor to industry verticals

The truth about mobile banking in Europe

What’s next in travel distribution

The store of tomorrow

Forrester’s Consumer Forum 2007: Winning In A World Transformed By Social Technologies October 11-12 in Chicago We have an entire eBusiness track: Using Social Technologies To Boost Sales How Social Computing Can Help Sell Credible Sources: Which Do Consumers Find More Trustworthy — Community On Third-Party Or Provider Sites? Are You Engaged? The Pros And Cons Of Engaging A Community Online Virtual Worlds — Payback Time? Social Tagging: What It Is And How It Can Help Your Online Sales Strategy

October 11-12 in Chicago

We have an entire eBusiness track: Using Social Technologies To Boost Sales

How Social Computing Can Help Sell

Credible Sources: Which Do Consumers Find More Trustworthy — Community On Third-Party Or Provider Sites?

Are You Engaged? The Pros And Cons Of Engaging A Community Online

Virtual Worlds — Payback Time?

Social Tagging: What It Is And How It Can Help Your Online Sales Strategy

Thank you Carrie Johnson +1 650.581.3882 [email_address] www.forrester.com