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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 (5)
Charts & Figures (2)

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Acquisition Marketing (1)
Loyalty Marketing (1)

5 results in Everything

Robert Brosnan
Marketing Methods

For Customer Insights Professionals
Report:Measure The Strength Of The Marketing Technology Stack
Performance Management: The Cross-Channel Campaign Management Playbook
Robert BrosnanMarch 15, 2013
The evolution from channel-specific to cross-channel campaigns affords firms the opportunity to improve relevance and deliver sustainable competitive advantage. The processes of measuring and...
- Downloads: 157
- Rating:
For Customer Insights Professionals
Report:The State Of MRM In 2011
Marketing Operations Technology Is Increasingly Contextual
Robert BrosnanSeptember 28, 2011
Marketing resource management (MRM) systems promise to enhance marketers' ability to optimize planning, budgeting, collaboration, and asset creation. MRM received significant attention in the middle...
- Downloads: 554
For Customer Insights Professionals
Report:Move Beyond Campaigns To Tap Hidden Customer Potential
Robert BrosnanMay 09, 2013
Cross-channel campaign management (CCCM) tools are the heart of the enterprise marketing platform, yet campaigns are too rigid and too rooted in batch-based techniques to allow firms to achieve...
- Downloads: 84
For Customer Intelligence Professionals
Charts & Figures:CDM Applications Seek To Balance Exploration And Exploitation
Robert Brosnan
For Customer Insights Professionals
Report:Tackle Behavioral Targeting To Modernize Customer Interactions
Benchmarks: The Cross-Channel Campaign Management Playbook
Robert BrosnanOctober 09, 2012
For the recent Forrester Wave™ evaluation of cross-channel campaign management (CCCM), we surveyed 130 customers about their vendors. We found that users were generally satisfied with the...
- Downloads: 632
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For Customer Insights Professionals
Report:Revisiting The Enterprise Marketing Software Landscape
Consolidation And Growth Drive A Dynamic Software Marketplace
Robert BrosnanFebruary 14, 2012
Marketing today is impossible without significant investments in technology. When Forrester first charted the landscape of marketing technologies in 2007, we found that marketers were investing in...
- Downloads: 898
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Kate Leggett

Principal Analyst serving Application Development & Delivery PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Topics

For Customer Insights Professionals

Report:Measure The Strength Of The Marketing Technology Stack

For Customer Insights Professionals

Report:The State Of MRM In 2011

For Customer Insights Professionals

Report:Move Beyond Campaigns To Tap Hidden Customer Potential

For Customer Intelligence Professionals

Charts & Figures:CDM Applications Seek To Balance Exploration And Exploitation

For Customer Insights Professionals

Report:Tackle Behavioral Targeting To Modernize Customer Interactions

For Customer Insights Professionals

Report:Revisiting The Enterprise Marketing Software Landscape

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