Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.

Previous Work Experience

Kate has extensive industry experience, with more than 10 years of leadership at 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.

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  • Peter Burris
  • For Marketing Leadership Professionals

    Report:Your Community Upgrade: From Experiment To Strategic Approach

    Vision: The B2B Online Community Playbook

    This report is designed to help you revisit your strategy for engaging with customers through online communities and discussion forums, and demonstrate why your success will be based on taking the...

    • Downloads: 532
    • Comments: 1
  • For Chief Information Officer Professionals

    Blog:Why Did Google Buy ITA And Its Flight Comparison Software?

    [Co-authored by Zachary Reiss-Davis] Google announced yesterday that it is buying ITA Software for $700 million. ITA does two main things: airline eCommerce and reservations management...

    • For Marketing Leadership Professionals

      Client Inquiry:The Pipeline Is Half Empty

      I just read Forrester's August 2, 2011, "The Pipeline Is Less Than Half Empty" report and wondered if less than 30% of all leads are marketing generated, on a good day, where does the other 70+% come...

      • For Marketing Leadership Professionals

        Charts & Figures:Forrester Groundswell Awards B2B Division Winners And Finalists

      • For Marketing Leadership Professionals

        Client Inquiry:Who Are The People Responsible For Purchasing Marketing Applications And Cross-Channel Platforms?

        Who (job title, level, and role) are the (across multiple industries) IT professionals that influence selection, purchasing, and implementation decisions regarding marketing applications and...

        • For Marketing Leadership Professionals

          Report:Investing In Tech Marketing, 2011

          Introducing The Forrester Marketing Flywheel For Assessing Budget Allocations

          The tech industry is returning to expansion mode, and tech marketers must gear up to drive profitable revenue growth for their companies. However, unlike previous generations of tech industry growth,...

          • Downloads: 858
        • For Marketing Leadership Professionals

          Client Inquiry:SMB Marketing Budgets

          What percent of the SMB marketing budget is devoted to field marketing? How is the total marketing budget is split between programs and people? How is the overall budget divided among programs...

          • For Chief Information Officer Professionals

            Blog:Forrester Groundswell Awards: Less Than Two Weeks Left To Submit Your Entry

            The deadline to submit your entry into the Forrester Groundswell Awards is on August 27, just two weeks away. The submissions we received last year, which we wrote up in this Forrester report,...

            • For Chief Information Officer Professionals

              Blog:Why Disqus, And Pre-Existing Social Identities, Matter To B2B Marketers

              [co-authored by Zachary Reiss-Davis] Disqus, a SaaS commenting platform that companies can embed in any website page, just announced a funding round of $10 million yesterday. In the same...

              • For Marketing Leadership Professionals

                Tool:Tech Marketing Tactics And Benchmarks Survey Demographics

              • For Marketing Leadership Professionals

                Report:The Pipeline Is Less Than Half Empty

                Tech Marketing's Contribution To Revenue Opportunity Is Underwhelming

                Technology sales and product groups routinely besiege tech marketing professionals to justify budgets, programs, and T-shirt designs. Tech marketers typically respond with a slew of marketing...

                • Downloads: 304
              • For Marketing Leadership Professionals

                Report:Tech Marketers' 2012 Investment Plans

                Money Shifts To Operations In the Tech Marketing Flywheel

                Tech marketers are making a big investment in the transition from "art to science" in 2012 as they flow more money into the activities and technologies of marketing operations. Two factors stand out...

                • Downloads: 408
                • Rating:
              • For Chief Information Officer Professionals

                Blog:From Product To Outcome Engagement

                Ah, the good ol’ days, when technology customers just wanted smaller, faster, and cheaper.  Well, they still want that, but that’s not all they want. They want business outcomes: the...

                • For CIO Professionals

                  Report:2013 CIO Budget Priorities

                  Some Growth, Some Alignment, But More Business Visibility Is Needed

                  Budgets represent more than a spending schedule for CIOs. They also are an essential tool for creating collaboration with business leaders regarding tech-related business priorities, as well as a...

                  • Downloads: 1095
                  • Rating:
                • For Chief Information Officer Professionals

                  Blog:Groundswell Awards Are, Well, Swell!

                  One of my favorite things to do here at Forrester is judge the Groundswell Awards. Started by Josh Bernoff as a way to drive increasingly practical discussion regarding the real benefits that...

                  • For Marketing Leadership Professionals

                    Report:2010 Forrester Groundswell Awards Winners Offer B2B Marketers Valuable Social Media Lessons

                    B2B marketers continue to stretch the capabilities of social media tools as they find new ways to interactively market to business buyers. Marketers submitted their most successful programs as best...

                    • Downloads: 546
                   
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