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.

Channel Partners Expect A Share Of The Cloud
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...
SMBs' Plans For Servers, Storage, Virtualization, Form Factors, And Cloud Computing
Suppliers of infrastructure hardware to small and medium-size business (SMB) buyers are poised for better times, given plans by SMBs to upgrade their software and associated hardware infrastructures...
How You Sell Is As Important As What You Sell
Executive decision-makers find that the technology vendors that best differentiate themselves from the pack are the ones that can match a relevant set of capabilities to their specific circumstances....
SMBs Are Adopting Networking Technology In A Vein Not Dissimilar To Enterprises
True to our "SMB phoenix" characterization, small to medium-size businesses (SMBs) are proving to be aggressive adopters of network and communications technologies and services. No longer can SMBs be...
Results, not products, differentiate vendors in the eyes of executives.Executives assign strategic supplier status to vendors that are willing and able to align in substantial, not superficial, ways....
Insights Into Building Battle Cards That Help Sales Reps Win Deals
Sales reps need battle cards to anticipate and counter competitors' claims in sales conversations, but today's battle cards are little more than side-by-side product comparisons. Sales enablement...

Top Performers' Channel Investments Span The Customer Tech Adoption Life Cycle
Tech vendors have historically treated channels as "outsourced sales" — or have, at least, invested that way. But a handful of vendors have departed from this model, choosing instead to invest...
SMB Millennials "Out-Tech" Even Their Enterprise Peers
It is well understood that the entrée of the Millennial generation into the workforce is having a profound effect on businesses' technology decision-making and utilization. What is less well...
Small And Medium-Size Businesses Are Defying Gravity
Small and medium-size businesses (SMBs), like their enterprise brethren, are shifting their technology focus from IT to business technology (BT). As their focus on business solutions — as...
Forrester's Marketing Flywheel Shows Other Priorities For European Marketers
Tech marketers are modifying their vision of the role of marketing in their companies: from a provider of prospect names and product messages to a strategic resource that, like a flywheel, fuels and...
Forrester's Social Technographics® survey, now in its second year, depicts the social media behaviors of more than 1,000 tech buyers from around the world. Tech marketers can use this data to...