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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 (6)
Charts & Figures (5)

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Forrsights For Business Technology (2)
Forrester Wave (1)

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Europe (2)
North America (1)

Vendor

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Past 12 months
IT Infrastructure & Operations
William Martorelli

For Sourcing & Vendor Management Professionals
Report:Automate Your Performance Management Activities
Performance Management: The Services Sourcing Playbook
William MartorelliJune 27, 2012
Performance management is one of the most essential aspects of services governance, yet also one of the most challenging. It consists essentially of tracking vendor performance against established...
- Downloads: 471
- Rating:
For Sourcing & Vendor Management Professionals
Report:Cloud Sourcing Models Dictate Sourcing Strategy
The Diversity Of Solutions Poses New Challenges For SVM Professionals
William MartorelliFebruary 14, 2013
Anxious to take advantage of the rapid growth rates associated with cloud services, technology services vendors have developed a host of new solutions. These include pure infrastructure-as-a-service...
- Downloads: 262
- Rating:
For Sourcing & Vendor Management Professionals
Report:Addressing Key Obstacles In Setting Cloud Deals
Avoid Frustration By Changing Your Expectations For Cloud Providers
William MartorelliJuly 13, 2012
Forrester clients are often anxious to access the rapid provisioning and flexibility promised by providers of cloud technologies, but they too often languish in lengthy legal- and...
- Downloads: 263
- Rating:
For Sourcing & Vendor Management Professionals
Charts & Figures:The Market Focus Of Managed Hosting Suppliers Varies By Segment
William MartorelliNovember 08, 2012
For Sourcing & Vendor Management Professionals
Report:Managed Hosting: Still Relevant Despite Cloud's Rise
Managed Hosting Remains A Viable Alternative Or Complement To The Cloud
William MartorelliNovember 09, 2012
If you've been reading the press, you could be forgiven for assuming that enterprise-class managed hosting would have transitioned entirely to the cloud by now. Yet the pace of managed hosting's...
- Downloads: 317
- Comments: 1
- Rating:
For Sourcing & Vendor Management Professionals
Report:The Forrester Wave™: EMEA Workplace Services, Q2 2013
Providers Driving Workplace Services In EMEA
Wolfgang Benkel, William MartorelliMay 14, 2013
Workplace services are rapidly evolving far beyond their origins in desktop and desk-side management toward a post-desktop future in which end users' consumer-derived expectations dominate the...
- Downloads: 78
- Rating:
For Sourcing & Vendor Management Professionals
Report:Cloud Contracts Checklist
Liz Herbert, William MartorelliJuly 13, 2012
Clients are moving to cloud for more and more mission-critical areas of their business: CRM, HR, collaboration, even IT applications and ERP. But for many organizations, cloud sourcing and cloud...
- Downloads: 135
- Rating: