Shar VanBoskirk

VP, Principal Analyst

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How And Why To Bother With Customer Obsession

Shar VanBoskirk August 3, 2021
Companies buy in to the theory of customer obsession. Does anyone out there think that putting the customer at the center of your leadership, strategy, and operations is a bad idea?? See, I didn’t think so. And yet, just 8% of enterprises are actually customer-obsessed. When my colleague Rick Parrish and I developed a new […]
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Blog

Make The Current Times The Best Of Times — Attend CX APAC

Shar VanBoskirk April 23, 2021
No doubt about it, the circumstances of the last year have brought about extreme and unexpected difficulties. But I expect, for many of us, they have also introduced some serendipitous delights that might have gone completely undiscovered if not for such an abrupt shift in all of our “normal” habits. Many businesses, too — in […]
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Blog

Marketing For A Healthy Holiday Season

Shar VanBoskirk November 24, 2020
Consumer marketing leaders have a tall order every holiday season: to drive 30% of their firm’s annual sales. This year, their task also includes making up for sales lost due to COVID-19 shutdowns and shut-ins, while limiting in-person crowds. I, along with my colleagues Jay Pattisall, Julie Ask, Jim Nail, Tina Moffett, Sucharita Mulpuru, and […]
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Video

Predictions 2021: Strong CMOs Will Own Their Companies’ Regrowth

Shar VanBoskirk October 15, 2020

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Blog

Determine Your Pandemic Mode To Plot Your Path To Recovery

Shar VanBoskirk October 14, 2020
The best actions you can take right now as a business leader for your company depend on the mode your firm is in during the current recession.  The new report, “Assess Your Recovery Potential,” that I just completed with my colleague Jay Pattisall introduces Forrester’s Pandemic Assessment, which will determine your company’s mode and then […]
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Blog

CMOs: Shift To People-Led Planning

Shar VanBoskirk September 14, 2020
CMOs, you won't make it through the harsh economic conditions coming if you can't adjust your planning approach to respond to changing customer needs and operational availability.
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Blog

Forrester Can Help You Craft Your Customer Obsession Strategy

Shar VanBoskirk August 4, 2020
In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable framework for a customer obsession strategy.
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Blog

How The COVID-19 Crisis Will Impact Marketing Spend Between Now And 2022

Shar VanBoskirk May 8, 2020
The COVID-19 crisis has upended CMO priorities and budgets. Wondering what to plan for now? Read our forecast.
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Blog

Ritz-Carlton Vs. Mercedes: My Lessons From Testing Customer Experience Experts

Shar VanBoskirk January 28, 2020
I read two Joseph A. Michelli books for my research last year: Driven To Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way and The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company. I wanted to read these well-known books on customer service and customer experience […]
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Blog

Make Your Email Marketing Sing This Holiday Season

Shar VanBoskirk October 21, 2019
Email is still among the most cost-effective tools that marketers have. Learn how to maximize its impact as the holidays approach.
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Blog

Prioritize Customer Value, Not Just Customer Experience

Shar VanBoskirk July 18, 2019
Eighty percent of marketing decision makers say that improving their customers’ experience is their top priority (it falls second place to “grow revenue” in popularity — 87% of marketing leaders call that their top imperative), yet our research shows that customer experiences (CX) aren’t getting better — even though there seems to be increased emphasis (and […]
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Blog

Does Yesmail’s Sunset Mark The End Or The Beginning Of The Email Era?

Shar VanBoskirk July 2, 2019
In mid-May, Yes Marketing, the email service provider division of marketing service provider Infogroup, announced its exit from the email technology business. It will support its proprietary Yesmail platform for the next 36 months while actively migrating current clients onto Adobe Campaign. This feels like the end of an era to me! Yesmail was one […]
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Blog

Digital Media Spend Continues To Outreach Martech Budgets

Shar VanBoskirk February 26, 2019
Every 18–24 months, I work with our dedicated forecast team to evaluate and size spend on digital marketing in the United States. In our most recent effort, “The US Digital Marketing Forecast, 2018 To 2023,” my forecast analyst colleague, Brandon Verblow, and I found that spend on search marketing, banner and outstream video, instream video, […]
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Blog

Forget Everything You Think You Know About Marketing Planning

Joe Stanhope September 10, 2018
What’s the first thing that comes to mind when you think about marketing planning? An annual rite of corporate governance? A forced march of endless meetings and spreadsheets? Guessing what your customers will want and where they will want it in 18 months? Existential dread? The exact opposite of why you became a marketer in […]
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Blog

$122 Billion: The Marketing Technology and Services Investment Sticker Shock

Shar VanBoskirk April 24, 2018
At $90 billion today and growing to $122 billion by 2022, CMOs are pouring budgets into investments which align their organization’s operations with greater customer and experience focus. Planning and budgeting for the technology and services investments supporting these goals stands as a critical task for CMOs and will only get harder in the future. […]
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Blog

Alphabet’s Earnings Emphasize A Skewed Value On Monopolies

Shar VanBoskirk April 28, 2017
I was speaking with my colleague Fatemeh Khatibloo about the strong Q1 2017 earnings that Alphabet just announced this week (I mean Alphabet the parent company of Google here, not the soup or anything to do with Letter People).  Alphabet revenues are up 29%, due largely to growth in mobile search and video ad sales. And […]
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Blog

Is Email Marketing As Good As It Is Ever Going To Get?

Shar VanBoskirk April 27, 2017
Many of you may know that at the beginning of March my colleague Rebecca McAdams who had been leading Forrester's email marketing research for the previous 18 months moved into an Advisor position with Forrester's customer experience leadership board.  With this change, I'm proud to reclaim email marketing as my very own.  Some of you […]
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Blog

How To Launch Customer Obsession

Shar VanBoskirk February 9, 2017
Since 2010, you’ve heard Forrester beating our customer obsessed drum.  It is our idea that in The Age of the Customer, your relationship with your customers are your primary competitive differentiator.  We’ve written a lot about how to put the customer at the center of your total operating model.  But a total customer-obsessed transformation can be […]
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Blog

US Digital Marketing Spend Will Near $120 Billion By 2021

Shar VanBoskirk January 24, 2017
Hot off the press: Forrester’s US Digital Marketing Forecast 2016 To 2021.  I’m proud to say that Forrester has been sizing spend on online and digital media for nearly twenty years.  My colleague Jim Nail launched this research in 1998, and I have been authoring our forecast reports since 2004.  Good thing neither Jim nor […]
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Blog

Brace Yourself. 2017 Is Coming.

Shar VanBoskirk October 31, 2016
Check out our Predictions 2017: The Post-Digital CMO Appears piece that just went live this morning. We can’t help but think CMOs feel a great deal of empathy for the characters in, Game of Thrones.  Westeros is a cutthroat environment riddled with cunning strategy, but also a profound amount of character turnover, shall we say. […]
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