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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53 results in Reports

  • Past 18 months
  • Sales Enablement
  • For Sales Enablement Professionals

    Report:The Cloud Has Changed Channel Sourcing Dynamics For Software

    Which Channels Are Customers Sourcing From?

    In 2010, Forrester published a report on channel sweet spots to address how small and medium-size businesses (SMBs) source their software needs. Two years later, we're revisiting this topic to...

    • Downloads: 339
  • For Sales Enablement Professionals

    Report:Seeding The Cloud Channel

    Channel Partners' Plans And Needs For Business Model Transformation

    As technologies and tech decision-makers' needs evolve at a livelier pace, channel professionals need to consider channel partners' perceptions and investment plans and develop their own game plan to...

    • Downloads: 271
  • For Sales Enablement Professionals

    Report:The Forrester Wave™: Partner Relationship Management (PRM) Platforms, Q4 2013

    The Seven Providers That Matter Most And How They Stack Up

    In Forrester's 40-criteria evaluation of partner relationship management (PRM) platform vendors, we identified the seven most significant software providers in the category — Channeltivity,...

    • Downloads: 275
  • For Sales Enablement Professionals

    Report:Partner Relationships Need Their Own Management System

    Advances In Commercial PRM Software Make Investment Viable

    Channel-oriented tech vendors and other business-to-business (B2B) companies (telecommunications, life sciences, insurance, or industrial goods) have had the need for partner relationship management...

    • Downloads: 196
  • For Sales Enablement Professionals

    Report:Establish Your Content Marketing Life Cycle

    B2B Content Managers Must Plan More Than A Calendar

    Consumers have more power at their disposal than ever before and B2B content managers must adapt their strategies to stay relevant. It is no longer adequate to market to a singular, monolithic...

    • Downloads: 345
  • For Sales Enablement Professionals

    Report:The Lost Art Of Referrals

    Your buyers have changed and there are some things you should know about them if you expect to get any money out of their wallets. If you are a sales, marketing, product, or other leader with...

    • Downloads: 124
  • For Sales Enablement Professionals

    Report:B2B Marketing Tactics: Learning From Other Verticals

    In Forrester's report, "Marketing Tactics Of Top Tech Performers," we analyzed how top-performing tech companies apply various marketing tactics and metrics, and their resultant effectiveness. In...

    • Downloads: 424
  • For Sales Enablement Professionals

    Report:What It Takes To Earn Strategic Provider Status

    Informing And Transforming Your Reps For Success

    North American technology salespeople have a grossly inflated idea about how many of their customers perceive their companies to be valued strategic suppliers. The fact is, buyers are more...

    • Downloads: 150
  • For Sales Enablement Professionals

    Report:Elevate Your Sales Training Impact With A Strategic Framework

    Introducing Forrester's Sales Training Solution Framework

    Buyers command more power in the marketplace than ever before, and consequently they have greater expectations for sales reps they meet with. Sellers who do not understand and cannot help solve their...

    • Downloads: 55
  • For Sales Enablement Professionals

    Report:The Selling System In The Age Of The Customer

    Part One: Illuminating The Gap Between Strategy And Execution

    The age of the customer is upon us. Buyers are more demanding, informed, value sensitive, and have more choices available to them than at any other point in history. As executive leaders drive...

    • Downloads: 256
  • For Sales Enablement Professionals

    Report:How Often Do Executive Buyers Want To Meet With Reps Again?

    Your buyers have changed, and there are some things you should know about them if you expect to get any money out of their wallets. If you are a sales, marketing, product, or other leader with...

    • Downloads: 99
  • For Sales Enablement Professionals

    Report:What's On A Seller's Agenda?

    Your buyers have changed and there are some things you should know about them if you expect to get any money out of their wallets. If you are a sales, marketing, product, or other leader with...

    • Downloads: 135
  • For Sales Enablement Professionals

    Report:The Shape-Shifting Tech Industry Channel Ecosystem

    Hybrid Partners Are The New Norm

    While cloud computing has been a boon for the tech industry in general, for channel partners the story is different. Channel partners have to deal with shrinking product margins, skills shortages,...

    • Downloads: 339
  • For Sales Enablement Professionals

    Report:Enabling Value-Added Resellers In Asia Pacific

    Support Your Channel Partners' Services-Driven Transformation

    IT resellers in Asia Pacific (AP) are being affected by technological disruptions and changing IT consumption models. Selling hardware and software alone is no longer the most profitable business...

    • Downloads: 110
  • For Sales Enablement Professionals

    Report:Cloud Channel Trends, 2013 To 2014

    A Critical Mass Of Channel Partners Are Embracing Cloud

    Forrester recently surveyed channel partner company executives on their business model plans with respect to cloud computing. What we learned: After much gnashing of teeth (over marginalized...

    • Downloads: 847
  • 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: 33
  • For Sales Enablement Professionals

    Report:Asia Pacific Tech Distributors' Business Confidence Is Waning

    Technology distributors are an integral part of the tech value chain in Asia Pacific and command a key role in the partner ecosystem of most tech vendors. To assess the health of the tech industry in...

    • Downloads: 31
  • For Sales Enablement Professionals

    Report:Why Do Salespeople Think Buyers Meet With Them?

    Salespeople in different roles (e.g., strategic accounts, geographic, inside sales) and with different levels of experience have very different perspectives on selling — or do they? There are...

    • Downloads: 127
  • For Sales Enablement Professionals

    Report:Why Do Sales Reps Believe They Lose Deals?

    Salespeople in different roles (e.g., strategic accounts, geographic, inside) and different levels of experience have very different perspectives on selling — or do they? There are some things...

    • Downloads: 164
  • For Sales Enablement Professionals

    Report:Being Strategic Does Not Guarantee Partner Loyalty

    Landscape: The Channel Partner Loyalty Playbook

    Every few years, channel partners reassess their vendor portfolios and determine how much to invest in each of their relationships. The tech industry ecosystem is now in that state, and tech vendors...

    • Downloads: 166
  • For Sales Enablement Professionals

    Report:The VSB Software Market: Cloud Triggers And Custom Development

    This workbook provides data on how the current generation of VSBs displays significantly different software investment plans than earlier generations. VSBs are beginning to think and act more like...

    • Downloads: 27
  • For Sales Enablement Professionals

    Report:Executive Buyer Expectations — The Bar Is Low

    Your buyers have changed and there are some things you should know about them if you expect to get any money out of their wallets. If you are sales, marketing, product, or other leader with...

    • Downloads: 136
  • For Sales Enablement Professionals

    Report:What Do Reps Believe Makes A Meeting Successful?

    Salespeople in different roles (e.g., strategic accounts, geographic, inside sales) and with different levels of experience have very different perspectives on selling — or do they? There are...

    • Downloads: 125
  • For Sales Enablement Professionals

    Report:Leverage The Channel Management Technology Spectrum

    Tools And Technology: The Channel Partner Loyalty Playbook

    Channel partners' loyalty to vendors and suppliers is waning, resulting in risk to vendors' and suppliers' wallet share and revenue growth with respect to their channel partners. Channel...

    • Downloads: 132
  • For Sales Enablement Professionals

    Report:Buyer Role Profile: Data Center Manager

    This report is designed to give sales enablement professionals an introduction to the data center manager role, as well as an overview of the general concerns facing people in this position. Sales...

    • Downloads: 121