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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.

Research Coverage:

CRM Applications, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, IT Consulting, Packaged Applications, Social Computing, Web 2.0

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12 results in Everything

  • eCommerce
  • eBusiness & Channel Strategy
  • Andy Hoar

  • For eBusiness & Channel Strategy Professionals

    Report:The Case For Channel-Shifting Customers Online

    Business Case: The B2B eCommerce Playbook

    Andy HoarApril 22, 2013

    Business-to-business (B2B) companies know they can generate revenue and save money by migrating their offline customers online. The question is, how much and under what circumstances? Forrester...

    • Downloads: 179
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices Case Study: B2B Ratings And Reviews

    Processes: The B2B eCommerce Playbook

    Andy HoarDecember 12, 2012

    As B2B organizations embark on an eCommerce path, there are many features, functions, and interfaces from which to choose to maximize their business opportunity. Separating the wheat from the chaff...

    • Downloads: 516
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Five Keys To Effective B2B eCommerce

    Strategic Plan: The B2B eCommerce Playbook

    Andy HoarApril 18, 2013

    Building a world-class B2B eCommerce business is a process. It takes time, and it costs money. But whatever process you follow to build your B2B eCommerce business, you will find five key issues...

    • Downloads: 178
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Charts & Figures:Criteria That B2B Companies Should Consider Before Implementing Ratings And Reviews

    Andy HoarOctober 20, 2011

  • For eBusiness & Channel Strategy Professionals

    Report:Building A World-Class B2B eCommerce Business

    Executive Overview: The B2B eCommerce Playbook

    Andy HoarJanuary 07, 2013

    Although some eBusiness and channel strategy professionals are very mature in their understanding and execution of business-to-business (B2B) eCommerce, most organizations are still in the early...

    • Downloads: 377
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Evaluating Your B2B eCommerce Development

    Assessment: The B2B eCommerce Playbook

    Andy HoarJune 21, 2012

    Because very little third-party benchmarking data exists for B2B eCommerce sites, B2B eCommerce professionals can't easily determine industry best practices or effectively compare themselves to...

    • Downloads: 595
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Top Three Ways Manufacturers Can Drive Higher Conversion Rates Through The Online Retail Channel

    A Joint Study With Channel Intelligence Examines Best Practices Regarding Online Conversion

    Andy HoarFebruary 01, 2012

    To better understand how manufacturers can increase the ultimate conversion rate on leads they send to online retailer websites, Forrester teamed up with Channel Intelligence to analyze the patterns...

    • Downloads: 497

  • For eBusiness & Channel Strategy Professionals

    Report:Optimizing The Affiliate Channel For Deal-Driven Customers

    Traffic Has Increased And The Channel's Matured, But Proving Incrementality Remains A Challenge

    Andy HoarDecember 16, 2011

    Customers are flocking to affiliate deal sites that offer promotional coupons and offer codes. The slowdown in the economy, advances in technology, and a more favorable consumer mindset toward...

    • Downloads: 401

  • For eBusiness & Channel Strategy Professionals

    Report:Do Check-Ins Really Drive Checkouts?

    Check-Ins Alone . . . No. But When Combined With Compelling Offers . . . Yes.

    Andy HoarAugust 08, 2011

    Although currently used by only 5% of US online adults who own cell phones, services that allow consumers to "check in" on their mobile phones at retail locations are used by 11% of US online...

    • Downloads: 562

  • For eBusiness & Channel Strategy Professionals

    Report:Thrive By Adopting Proven B2C Principles

    Road Map: The B2B eCommerce Playbook

    Andy HoarNovember 09, 2012

    Science fiction writer William Gibson once said: "The future has already arrived; it's just not evenly distributed yet." Such is the case with B2B eCommerce. Whereas some B2B enterprises have been...

    • Downloads: 866
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Using ACTIVE Strategies To Optimize Execution

    Continuous Improvement: The B2B eCommerce Playbook

    Andy HoarNovember 26, 2012

    B2B eCommerce organizations too often fixate on the vision and objectives associated with a plan to the exclusion of thinking through the critical details of the execution. In fact, most B2B...

    • Downloads: 157
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Key Trends In B2B eCommerce For 2013

    Landscape: The B2B eCommerce Playbook

    Andy HoarOctober 18, 2012

    Customer-facing front-end business-to-business (B2B) eCommerce is poised to reach $559 billion in US sales by the end of 2013. A part of the B2B eCommerce playbook, this report outlines the landscape...

    • Downloads: 902
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Organizing For World-Class B2B eCommerce

    Organization: The B2B eCommerce Playbook

    Andy HoarAugust 13, 2012

    Conventional wisdom has it that building an effective business-to-business (B2B) eCommerce organization today consists of modeling an operation after successful business-to-consumer (B2C) eCommerce...

    • Downloads: 438
    • Rating:
 
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