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.

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13 results in Reports

  • Kate Leggett
  • Past 12 months
  • For Application Development & Delivery Professionals

    Report:Capitalize On SaaS CRM Solutions With Better Governance

    Organization: The CRM Playbook

    Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions....

    • For Application Development & Delivery Professionals

      Report:CRM Success Hinges On Effective Change Management

      Continuous Improvement: The CRM Playbook

      To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology initiatives. But how do...

      • Downloads: 333
    • For Application Development & Delivery Professionals

      Report:The Modern CRM

      Create An Outside-In CRM Strategy With Six Key Steps

      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. Yet,...

      • Downloads: 278
    • For Application Development & Delivery Professionals

      Report:Define The Right Metrics For Tracking CRM Success

      Performance Management: The CRM Playbook

      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 to...

      • Downloads: 1788
    • 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 comprised of...

      • Downloads: 170
    • 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 a...

      • Downloads: 221
    • For Application Development & Delivery Professionals

      Report:Extend CRM Operations With Lead Generation And Management

      The Forrester Wave: Lead-To-Revenue Management Platform Vendors, Q1 2014

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

      • Downloads: 241
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2014

      Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations

      In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Kana Enterprise, Microsoft, Moxie...

      • Downloads: 626
    • For Application Development & Delivery Professionals

      Report:The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

      Due Diligence Required: These Vendors Are Great At Supporting Small And Midsize Teams

      In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana...

      • Downloads: 263
    • For Application Development & Delivery Professionals

      Report:Navigate The Future Of CRM In 2014

      Vision: The CRM Playbook

      The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as...

      • Downloads: 751
    • For Application Development & Delivery Professionals

      Report:Navigate The Future Of Customer Service In 2014

      Vision: The Contact Centers For Customer Service Playbook

      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...

      • Downloads: 2721
    • For Application Development & Delivery Professionals

      Report:Better Governance Leads To Better Customer Service — Yes, Really!

      Processes: The Contact Centers For Customer Service Playbook

      Companies struggle to deliver reproducible, effective, and personalized customer service in line with customer expectations and company cost constraints. This leads to increased customer...

      • Downloads: 262
    • For Application Development & Delivery Professionals

      Report:Embrace Continuous Improvement To Power Customer Service Operations

      Continuous Improvement: The Contact Centers For Customer Service Playbook

      Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery...

      • Downloads: 302