Kate Leggett

VP, Principal Analyst serving Application Development & Delivery PROFESSIONALS

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

Previous Work Experience

Kate has extensive industry experience, with more than 10 years of leadership at CRM and customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices.

Education

Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.

Kate Leggett's Research

  • For Application Development & Delivery Professionals

    Report: The Modern CRM

    The business benefit of customer relationship management (CRM) solutions, firmly centered around improved operational efficiencies, is easy to quantify and has helped CRM become widely deployed....

    • Downloads: 137
  • For Application Development & Delivery Professionals

    Report: Define The Right Metrics For Tracking CRM Success

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. In addition...

    • Downloads: 1733
  • For Application Development & Delivery Professionals

    Report: Vendors Battle For The Heart Of The Contact Center

    Customer service leaders struggle to meet customer expectations and internal cost structures. One leading factor contributing to this struggle is that the heart of the contact center is comprise...

    • Downloads: 130
  • For eBusiness & Channel Strategy Professionals

    Report: Demands For Effortless Service Must Influence Your Customer Strategy

    Consumers of all generations demand effortless service. They want to use self-service communication channels to quickly get answers to their questions; move between communication channels during...

    • Downloads: 188
  • For Application Development & Delivery Professionals

    Report: Extend CRM Operations With Lead Generation And Management

    This report, originally written for customer insights professionals, includes content relevant to professionals using or supporting customer relationship management (CRM) applications, especiall...

    • Downloads: 205
  • For Application Development & Delivery Professionals

    Report: Navigate The Future Of Customer Service In 2014

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and the acce...

    • Downloads: 2639
  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012

    During the past five years, the customer service capabilities of customer relationship management (CRM) suite solutions have greatly matured as vendors have focused on solidifying the foundation...

    • Downloads: 1952
  • For Application Development & Delivery Professionals

    Report: Market Overview: Customer Service Specialty Solutions

    Customers demand superior service and support as the price for their ongoing loyalty and patronage. To help you navigate the complex solution landscape to fill your customer interaction manageme...

    • Downloads: 1618
  • For Application Development & Delivery Professionals

    Report: Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    This report describes the best practices assessment framework that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer ser...

    • Downloads: 1674
  • For Application Development & Delivery Professionals

    Report: Define The Right Metrics For Tracking CRM Success

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. In addition...

    • Downloads: 1733
View all of Kate Leggett's Research

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