Kate Leggett

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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7 results in Reports

  • Past 6 months
  • eBusiness & Channel Strategy
  • Sucharita Mulpuru
  • For eBusiness & Channel Strategy Professionals

    Report:The Retail eCommerce Metrics That Matter

    Performance Management: The Retail eCommerce Playbook

    To achieve key business goals — such as increasing retail sales both online and offline — retail eCommerce executives need to ensure that they have the right metrics in place. These metrics should...

    • Downloads: 639
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2014: US Retail eBusiness

    As eCommerce approaches $300 billion in sales in the US, it has a more pronounced effect on virtually every shopping category and on the ecosystem of devices and delivery formats that supports it....

    • Downloads: 436
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Why Every Online Retailer Needs To Think Green

    The "Green Consumer" Opportunity And How Retailers Can Seize It

    Retailers have been dancing around green initiatives for years, but consumer demand has finally put green retail on the main stage. In addition to their obvious positive (or, at least, less damaging)...

    • Downloads: 148
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Holiday Retail Forecast, 2013

    US Online Holiday Sales To Top $78 Billion

    Forrester estimates that US holiday season online sales will grow 15% from 2012 to 2013. Despite a dip in consumer confidence in October and a truncated holiday season, Forrester expects consumers to...

    • Downloads: 250
  • For eBusiness & Channel Strategy Professionals

    Report:US Cross-Channel Retail Forecast, 2012 To 2017

    Like last year, our cross-channel retail forecast reveals that as consumers use smartphones more frequently and become more accustomed to shopping online, they're more likely to use the Web to...

    • Downloads: 627
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Bitcoin: Some Parts Brilliant, Some Parts Sure To Bomb

    An Executive Q&A On Why Bitcoin Is Flawed But Will Spur More Efficient Payment Systems

    Bitcoin has attracted significant attention in recent months from entrepreneurs, journalists, consumers, merchants, and government entities. eBusiness executives, especially at banks and retailers,...

    • Downloads: 168
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online: Key Metrics And Initiatives 2014

    This State Of Retailing Online report comprises the results from the annual survey that Forrester Research conducts in partnership with Shop.org. In this survey, online executives at retail companies...

    • Downloads: 506
    • Rating: