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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9 results in Reports

  • Carrie Johnson
  • For eBusiness & Channel Strategy Professionals

    Report:Strategic Staffing For Mobile eBusiness

    As mobile adoption increases, eBusiness and channel strategy professionals are challenged to determine how these devices integrate with their existing sales and service channels. It is imperative...

    • Downloads: 390
  • For eBusiness & Channel Strategy Professionals

    Report:Benchmark Your eBusiness Strategy And Results

    Five Key Metrics For Tracking eBusiness Progress And Maturity

    How does your eBusiness strategy stack up to your peers and competition? In this report we identify five key benchmarks for eBusiness and channel strategy professionals to help you gauge the success...

    • Downloads: 948
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2011: Staffing And Hiring For eBusiness

    eBusiness Leaders Who Struggle To Fill Open Jobs Can't Settle For Mediocrity

    Unemployment plagues the US, yet eBusiness and channel strategy professionals face a counterintuitive problem — hiring. They struggle to fill customer experience, IT, and business analyst...

    • Downloads: 509
  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2012: eBusiness Operations And Customer Acquisition Benchmarks

    eBusiness Budgets Rise Again . . . And Will Continue To Grow

    eBusiness budgets rose again in 2011 and will keep rising in 2012. Why? Competition is heating up. The average eBusiness team is still maturing, and B2B firms increasingly are entering the eBusiness...

    • Downloads: 584
  • For eBusiness & Channel Strategy Professionals

    Report:eBusiness Teams Reorganize . . . Again

    Traditional Models Are Stepping Stones To Long-Run Agile Strategies

    The evolution from multichannel to agile commerce strategies has eBusiness teams scrambling. Finding the right organizational structure to accommodate the complexities of the...

    • Downloads: 548
  • For eBusiness & Channel Strategy Professionals

    Report:Rank Yourself With The eBusiness Maturity Model

    Assessment: The Retail eCommerce Playbook

    As retail companies evaluate their eCommerce opportunities, establishing a level set of their current strengths and weaknesses is essential. In 2008, Forrester introduced its proprietary eBusiness...

    • Downloads: 1215
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile eBusiness Key Performance Measurements

    Benchmarks: The Mobile eBusiness Playbook

    Like mobile measurement, mobile benchmarking is still in its infancy. Hard-to-come-by benchmarks challenge eBusiness and channel strategy professionals to understand how their investment levels...

    • Downloads: 721
  • For eBusiness & Channel Strategy Professionals

    Report:Adapting Your eBusiness Strategy For The Era Of Agile Commerce

    To bring eBusiness strategies in line with a vision of agile commerce — where companies serve customers seamlessly across touchpoints — we find that many firms are in the midst of massive...

    • Downloads: 758
  • For eBusiness & Channel Strategy Professionals

    Report:Staffing For The Art And Science Of eBusiness

    A Further Look At Key eBusiness Skills And Functions

    What is the goal of eBusiness teams? To sell goods and services. As a result, eBusiness teams have become masters in the art of sales. As teams pivot efforts to optimize interactions across digital...

    • Downloads: 311