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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

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

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  • Liz Herbert
  • Information Management

  • For Application Development & Delivery Professionals

    Report:Updated 2012: BI Service Provider Short-Listing Tool

    Boris Evelson, Liz HerbertJanuary 10, 2012

    Create a shortlist using our tool to find the right set of providers based on your technology requirements, industry, project size, and geographic scope.Eliminate or add partners based on factors...

    • Downloads: 136

  • For Application Development & Delivery Professionals

    Report:BI Service Provider Short-Listing Tool

    Boris Evelson, Liz HerbertJuly 21, 2010

    Firms should use the Forrester BI Service Provider Short-Listing Tool to input details about geographic scope, technology needs, and type of third-party support (i.e., consulting versus...

    • Downloads: 36

  • For Sourcing & Vendor Management Professionals

    Report:Five Trends That Will Change SaaS Sourcing

    What Sourcing Professionals Need To Know About The Future Of SaaS

    Liz HerbertNovember 30, 2011

    Software-as-a-service (SaaS) has finally come of age and is now a staple of the technology landscape at most organizations. As organizations build on the basics of their SaaS sourcing and vendor...

    • Downloads: 913
    • Rating:

  • For Sourcing & Vendor Management Professionals

    Charts & Figures:Substitution Effects Are Real, If Modest In Impact

    Software-As-A-Service Still Growing, Taking Over In More Areas Of Technology

    Liz HerbertJanuary 03, 2012

  • For Sourcing & Vendor Management Professionals

    Report:Business Intelligence Services Pricing And Contracting

    New Models Better Align BI Services Buyers And Sellers

    Liz HerbertOctober 31, 2012

    Business intelligence (BI) is high on the list of technology investments as organizations try to make informed decisions with the growing masses of data available to them. But several significant...

    • Downloads: 312
    • Rating:

  • For Sourcing & Vendor Management Professionals

    Report:Navigating The Microsoft Services Landscape

    Trends And Tradeoffs Of Leading Microsoft Services Players

    Liz HerbertNovember 02, 2012

    Microsoft technologies span a wide range of products and services, including enterprise applications such as Dynamics AX and Dynamics CRM; desktop and collaboration applications such as Office,...

    • Downloads: 383

  • For Sourcing & Vendor Management Professionals

    Report:TechRadar™ For SVM Professionals: Software-As-A-Service, Q4 2011

    Software-As-A-Service Still Growing, Taking Over In More Areas Of Technology

    Liz HerbertJanuary 03, 2012

    As software-as-a-service (SaaS) becomes increasingly important to firms' application strategies, sourcing and vendor management (SVM) professionals are taking ownership of the research, purchasing,...

    • Downloads: 674

  • For Sourcing & Vendor Management Professionals

    Report:The Forrester Wave™: Business Intelligence Services Providers, Q4 2012

    The 12 Market Leaders That Deserve To Be On Most Shortlists

    Boris Evelson, Liz HerbertOctober 18, 2012

    In the past few years, the business intelligence (BI) services market has evolved significantly: advisory and management consulting firms have beefed up their implementation capabilities, while...

    • Downloads: 1126
    • Comments: 2
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