Forrester Research : Analyst

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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

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Blog: Application Development & Delivery Blog

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

Reports (4)
Charts & Figures (3)

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Marketing Organizational Structure (2)

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Marketing Organization & Culture
Customer Insights
Robert Brosnan

For Customer Insights Professionals
Report:Take A Startup Approach To Develop Customer Relationships
Organization: The Cross-Channel Campaign Management Playbook
Robert BrosnanMarch 19, 2013
Customers, empowered by always connected digital devices, can engage with brands at any time, from any place, and at any point within the customer life cycle. To respond with relevance in real time,...
- Downloads: 451
For Customer Insights Professionals
Report:CI Teams: Blocking And Tackling Is Not Enough
Integrating Customer Data Is Vital, But It's Not The End Goal
Robert BrosnanJuly 19, 2011
We recently surveyed 137 Customer Intelligence (CI) professionals about their use of analytical applications and priorities. Users are investing in solutions that transform insight into action, but a...
- Downloads: 321
For Customer Insights Professionals
Report:The State Of MRM In 2011
Marketing Operations Technology Is Increasingly Contextual
Robert BrosnanSeptember 28, 2011
Marketing resource management (MRM) systems promise to enhance marketers' ability to optimize planning, budgeting, collaboration, and asset creation. MRM received significant attention in the middle...
- Downloads: 554
For Customer Intelligence Professionals
Charts & Figures:The MTO Develops And Scales Emerging Capabilities
Robert BrosnanOctober 24, 2011
For Customer Insights Professionals
Report:Investing In Marketing's Technology Future
How CI Can Use Technology To Drive Competitive Advantage
Robert BrosnanOctober 24, 2011
Marketers require ever more technology to capture, integrate, analyze, and apply customer data to marketing programs. Forrester recommends that marketers establish an enterprisewide marketing...
- Downloads: 637
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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Topics

Industry

For Customer Insights Professionals

Report:Take A Startup Approach To Develop Customer Relationships

For Customer Insights Professionals

Report:CI Teams: Blocking And Tackling Is Not Enough

For Customer Insights Professionals

Report:The State Of MRM In 2011

For Customer Intelligence Professionals

Charts & Figures:The MTO Develops And Scales Emerging Capabilities

For Customer Insights Professionals

Report:Investing In Marketing's Technology Future

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