Kate Leggett

VP, Principal Analyst serving Application Development & Delivery PROFESSIONALS

Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

Previous Work Experience

Kate has extensive industry experience, with more than 10 years of leadership at CRM and 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.

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155 results in Reports

  • Marketing Methods
  • Past 18 months
  • For Marketing Leadership Professionals

    Report:Push Mobile Engagement To The Next Level

    Integrate Push Notifications Into Your Marketing Approach

    Push notifications make the most of mobile marketing's unique attributes: intimacy, immediacy, and context. When consumers opt in to receive push notifications, it means they trust you to the point...

    • Downloads: 503
  • For CMO Professionals

    Report:Evaluate The Completeness Of Your Marketing Effort

    Assessment: The Customer Life-Cycle Marketing Playbook

    The world your customers live in is complex — a maze of media, devices, conversations, and interactions — and to make a connection between them and your brand means finding new ways to...

    • Downloads: 556
  • For Marketing Leadership Professionals

    Report:B2C Marketers Must Turn Fragmented Marketing Budgets Into Business Budgets

    B2C 2014 Marketing Budget Trends

    Forrester's Q3 2013 North American B2C Marketing Budget Online Survey presents a mix of good news and bad news from marketers. The good: Unlike those surveyed two years ago at the tail end of the...

    • Downloads: 246
  • For eBusiness & Channel Strategy Professionals

    Report:2014 Australian Mobile Banking Functionality Benchmark

    Australian Banks Offer Strong Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of the four largest retail banks in Australia on 37 criteria. Australia's banks have laid...

    • Downloads: 62
  • For Marketing Leadership Professionals

    Report:How To Make The Most Of Google Enhanced Campaigns

    In mid-2013, Google introduced Google enhanced campaigns, an update to its AdWords system for pay-per-click ad management. This report explains what marketers should understand about Google enhanced...

    • Downloads: 203
  • For CMO Professionals

    Report:Brief: Create Mobile Moments That Boost The Brand Experience

    Shift Mobile From A Siloed Tactic To A Connected Brand Building Tool

    Forrester believes that we are witnessing a mobile mind shift — "the expectation that I can get what I want in my immediate context and moments of need." The new battleground for customers is...

    • Downloads: 84
  • For Sales Enablement Professionals

    Report:Marketing Automation Success With European Companies

    Who's Hot In Europe? Local Vendor Innovations Thrive

    Wake up, marketing automation vendors, especially those of you in North America. Many of you have not yet seriously set up shop in Europe because you consider firms there to be late adopters of...

    • Downloads: 70
  • For Customer Insights Professionals

    Report:Balance People And Process To Fund L2RM

    Business Case: The Lead-To-Revenue Playbook

    In the age of the customer, business buyers have access to information that lets them explore solutions prior to engaging in a formal purchase process. This puts marketing in the hot seat to drive...

    • Downloads: 121
  • For Marketing Leadership Professionals

    Report:Brief: Best Practices For Engaging Consumers Via Messaging Apps

    To help brands connect with their audiences, messaging apps such as Instagram, Kik, Line, Snapchat, Tango, and WeChat have begun to offer nascent marketing tools. This brief report provides examples...

    • Downloads: 107
  • For Customer Insights Professionals

    Report:Metrics That Matter In L2RM Assessment Tool: Measurement And Performance

    This assessment tool enables you to score various lead-to-revenue management performance and marketing metrics.

    • Downloads: 30
  • For Marketing Leadership Professionals

    Report:Organize For Mobile Marketing Success

    Organization: The Mobile Marketing Playbook

    Organizations are expanding their use of mobile across functional, geographic, and brand boundaries, and the mobile vendor ecosystem is still fragmented and increasingly convoluted. The result?...

    • Downloads: 393
  • For Marketing Leadership Professionals

    Report:Integrate YouTube Into Your Communication Strategy

    How To Activate Your Video Assets To Engage With Customers At Each Stage Of The Life Cycle

    As consumers embrace consumption of digital videos with gusto, marketers are waking up to the potential of integrating online video content into their marketing mix. Because YouTube plays a central...

    • Downloads: 282
  • For Customer Insights Professionals

    Report:Perk Up Your Customer Loyalty Program

    A Guide To Determining The Right Loyalty Benefits Mix

    Building a strong relationship with your customers is more important than ever, and loyalty programs offer an opportunity to reward, recognize, and engage them. But the prevailing manifestation of...

    • Downloads: 210
  • For Marketing Leadership Professionals

    Report:Don't Confuse Tablet And Mobile Marketing

    Contextual Marketing Demands A Unique Approach To Tablets

    Too many marketing leaders still lump tablets and smartphones in the same mobile bucket. That's a mistake. Why? Because tablets are not primarily mobile devices. Instead, they are mostly used within...

    • Downloads: 676
  • For Marketing Leadership Professionals

    Report:2013 Interactive Marketing Predictions

    The Ultra-Connected Customer Will Upturn Marketing

    In 2013, the ultra-connected customer base will grow at a staggering pace, destabilizing marketing as you've come to know it. This report identifies the changes you'll see in your customers'...

    • Downloads: 1101
  • For Customer Insights Professionals

    Report:Develop Your Revenue Growth And Acceleration Strategy

    Strategic Plan: The Lead-To-Revenue Playbook

    The lead-to-revenue management (L2RM) strategic plan provides the linkage between the L2RM vision and the operational processes and tactics through which the vision will be realized. This plan...

    • Downloads: 274
  • For Customer Insights Professionals

    Report:Is It The Right Time For A US Loyalty Coalition?

    The Climate Is Shifting For Loyalty Programs That Reward Across Multiple Partners

    Coalition loyalty programs like Air Miles, Fly Buys New Zealand, Nectar, and Payback get a lot of press for their ability to reward consumer spend across categories and impact business performance...

    • Downloads: 209
  • For Marketing Leadership Professionals

    Report:Master Content Marketing To Drive Engagement, Credibility, And Preference

    Executive Overview: The Content Marketing Playbook

    Today's empowered consumers are in control and telling brands where, when, and how they are open to a mutually valuable exchange of information. To counter growing media fragmentation and consumer...

    • Downloads: 63
  • For Customer Insights Professionals

    Report:Marketing Tactics To Drive Your Lead-To-Revenue Strategy

    Strategy Toolkit: The Lead-To-Revenue Playbook

    This toolkit is a companion to "Develop Your Revenue Growth And Acceleration Strategy," the strategic plan report of the lead-to-revenue (L2R) playbook. In that report we introduced a strategic...

    • Downloads: 293
  • For Marketing Leadership Professionals

    Report:Marketers Embrace The Power Of Digital Video In China

    With the widespread adoption of online video viewing platforms by Chinese consumers, marketers have seized the moment and increased their investment levels in the new medium. However, marketers have...

    • Downloads: 148
  • For Sales Enablement Professionals

    Report:Which L2RM Platform Vendors Have An Edge In Europe?

    The L2RM Platform Forrester Wave™ From A European Point Of View

    Many of the lead-to-revenue management (L2RM) automation vendors with a global reach have not yet seriously set up shop in Europe because they consider firms in that territory to be late adopters of...

    • Downloads: 34
  • For Marketing Leadership Professionals

    Report:Case Study: SunGard Boosts Lead Quality And Deal Size With Improved Email Marketing

    Global technology services giant SunGard Availability Services revamped its email program as part of a larger project to improve the firm's demand generation productivity. It aligned marketing goals...

    • Downloads: 158
  • For Customer Insights Professionals

    Report:The Skills And Structures For L2R Success

    Organization: The Lead-To-Revenue Playbook

    B2B marketers are adopting the lead-to-revenue (L2R) concept to ensure that revenue goals are met on time by optimizing the balance among lead value, velocity, and volumes, as well as ensuring that...

    • Downloads: 320
  • For Marketing Leadership Professionals

    Report:Establish A Baseline For Mobile KPIs

    Benchmarks: The Mobile Marketing Playbook

    Marketers continue to advance from being mobile novices to approaching mobile strategically. With this maturity comes the responsibility to prove the success of mobile programs. However, in a rapidly...

    • Downloads: 329
  • For Marketing Leadership Professionals

    Report:Brief: Don't Confound Mobile Ads And Mobile Paid Search

    All Mobile Paid Media Is Not The Same

    Marketers are turning their attention to mobile advertising in order to reach the large, addressable mobile audience. But approaching mobile advertising strategically is difficult, as marketers face...

    • Downloads: 108