About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

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.
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.
Kate earned a Bachelor of Science from the University of Toronto and a Master of Science from the University of Pennsylvania.
Assessment: The Channel Partner Loyalty Playbook
To systematically determine how well your partner program is performing today, and set a baseline for what to improve moving forward, measuring all the significant activity you put into building...

B2B Social Technographics® Data For Q1 2011 Confirms That Social Media Usage In Europe Continues At A High Level
Forrester has completed its Q1 2011 US And European B2B Social Technographics® Online Survey For Business Technology Buyers, which marks the third year we've conducted this survey As in the US,...

There are so many discussion threads I'd like to start after an incredible three days (we had a sales enablement leadership coucil meeting on Wednesday) but I wanted to pick up on some of the great...
Channel Marketers That Understand The Changes Will Develop Best Practices
Our recent channel survey included 19 firms that indicated their "primary function" was technology distribution. Like other channel partners, distributors are realizing that their business models...
If you were at our Sales Enablement Forum this past week inSan Francisco - we challenged you to start writing your own HERO story. I'm interested in hearing from others what they are going to do -...
At our Sales Enablement Forum, I ended my keynote with theidea of being a "SIMPLTIST". This is a word I made up bycombining SIMPLE with SCIENTIST. We had a lot of debates about it. How it should be...
Can't download content
Landscape: The Lead-To-Revenue Playbook
In order to establish the current state of lead-to-revenue management (L2RM) practices among tech marketers, we recently analyzed 80 client inquiries on the topic that tech marketing professionals...

Sales reps use battle cards to anticipate and respond to competitors’ tactics in sales conversations. In our research, we found that, the competitive insights in today’s battle cards are more often...
Optimize Wallet Share By Industrializing The Execution Of Strategic Account Plans
In the current economic climate, it has become important for vendors with large portfolios to shift their focus from gaining market share to gaining more wallet share from targeted, existing...
Comparing Vendor And Partner Prioritizations Reveals Misunderstandings
Changes in technological platforms and business models require technology partners both to re-assess their existing partnerships and to explore new partnership initiatives. Forrester's partner...
There is much discussion about ways and means for aligning sales and marketing business units. Some companies even make considerable revenue from selling systems that will, apparently, help this...
Hi,I'm just about to start a dissertation on 'How social media marketing can affect a companies marketing strategy/efforts' and would really appreciate any useful information surrounding this...
We had a great SE Council Roundtable last week. The group discussed sales content that starts with the customer. To focus the conversation, Scott Santucci outlined the following questions.What is the...
This report is designed to give technology sales enablement professionals an introduction to the sales operations role, as well as an overview of the general concerns facing people in this position....

As a wave of B2B organizations develop business strategies that are predicated on selling more things to existing customers, they are asking their sales forces to move from selling products to...

A key component of most technology vendors' sales strategies is for the sales force to sell to higher-level buyers. In order to provide sales enablement professionals with a customer-centric design...
Outcome-Oriented Marketing Means A Move Away From The Four P's
Technology marketers must change their product-focused marketing habits if they want to win in the business technology marketplace. Product-based differentiation has lost competitive potency because...