Kate Leggett

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.


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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  • Marketing Organization & Culture
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  • For eBusiness & Channel Strategy Professionals

    Survey:North American Technographics® Online Benchmark Survey (Part 2), Q3 2012 (US, Canada)

    Forrester conducted an online survey fielded in May and June 2012 of 30,978 US and 2,032 Canadian online adults ages 18 to 88. For results based on a randomly chosen sample of this size (N = 30,978...

    • For Customer Insights Professionals

      Report:Investing In Marketing's Technology Future

      How CI Can Use Technology To Drive Competitive Advantage

      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: 710
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    • For Sales Enablement Professionals

      Report:The Importance Of True International Marketing Content

      Tech vendors are likely underperforming in international markets because their central marketing teams do not successfully integrate inputs from their field marketing colleagues about local market...

      • Downloads: 67