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.
Engage With Early-Stage Buyers, Drive Pipeline And Revenue Performance
Today's empowered technology buyers are two-thirds of the way through their buying process before they engage with tech vendors' sales teams. Forrester believes that a robust lead-nurturing program...

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...
New SMB Realities Require New Go-To-Market Approaches
As big as the small and medium-size business (SMB) market is, both in terms of sheer numbers and IT spend, only a handful of tech vendors have penetrated it with what can be deemed success. Based on...
With Proliferating Tactics And Constrained Budgets, Targeting And Focus Are A Mandate
Tech marketers typically use last year's plan as a starting point for next year's marketing planning process, making changes to accommodate new goals and current-year budget realities. As a result,...

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...
Channel Partners' Plans And Needs For Business Model Transformation
As technologies and tech decision-makers' needs evolve at a livelier pace, channel professionals need to consider channel partners' perceptions and investment plans and develop their own game plan to...

An Artful Mix Of Old And New Yields Revenue Impact For Marketing Leaders
Tech marketers at top-performing tech companies demonstrate similar go-to-market strategies that set them apart from their peers at companies with average performance. The strategic mix leverages...

Channel Enablement Is A Top Priority For 2011
2011 will be a bellwether year for tech vendors. Tech investment by customers and marketing investment by tech vendors are rising ahead of the economic recovery into 2011. Most tech marketers see...
Assessments, Audits, And Strategy Consulting Drive Technology Adoption
Customer spending on IT services will grow dramatically over the next five years, and that includes small and medium-size businesses (SMBs), particularly medium-size businesses. As SMBs' IT spending...
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...
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...