Kate   Leggett

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.

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.

Kate Leggett's Research

Most RecentMost Popular
  • For Application Development & Delivery Professionals

    REPORT: CRM Success Hinges On Effective Change Management

    Continuous Improvement: The CRM Playbook

    March 23, 2018 John Bruno, Kate Leggett

    There's too much at stake for your CRM initiative to fail. CRM success depends on adoption, and failure results in underutilized investment and unmet business objectives that can put your revenue and profitability at stake. Driving adoption needs to be a top priority of any application development and delivery (AD&D) pro's CRM initiative, and getting there requires skills and resources to drive effective change management. This report defines the change management tactics that will make your project a success. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    March 19, 2018 Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service application pros must invest in modernizing their technology. Doing so requires a sound business case. This report, part of Forrester's contact centers for customer service playbook, addresses the four questions every business case must answer: What are the business benefits? What is the impact on project costs? How will future initiatives benefit from this project? And how will we mitigate risks? This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. For this version, we've added new data and examples.

  • For Application Development & Delivery Professionals

    REPORT: Define Your CRM Plan

    Strategic Plan: The CRM Playbook

    March 6, 2018Kate Leggett, John Bruno

    To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and delivery (AD&D) professionals to do three things: 1) Put delivering a differentiated customer experience at the heart of the plan; 2) use quicker planning cycles and Agile processes; and 3) make increased collaboration between the business and the technology organization mandatory. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: Better Governance Leads To Better Customer Service — Yes, Really!

    Processes: The Contact Centers For Customer Service Playbook

    March 2, 2018 Ian Jacobs, Kate Leggett

    Companies struggle to deliver reproducible, effective, and personalized customer service that's in line with customers' expectations and companies' cost constraints. Siloed governance processes are a consistent root cause of poor customer service, and application development and delivery (AD&D) professionals have an opportunity to help unify these processes across business units, channels, and technology applications. This report provides a framework for transforming your firm's customer service governance program to optimize your customer service delivery. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We've updated this edition to factor in new data and customer examples.

  • For Application Development & Delivery Professionals

    REPORT: Benchmark Against Best Practices To Optimize CRM Performance

    Benchmarks: The CRM Playbook

    March 2, 2018Kate Leggett, John Bruno

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. We surveyed 221 business and tech organization leaders about the critical business process, people management, strategy, and technology practices that underpin a successful project. This report provides benchmark data from that survey to help you define and manage the risks associated with a CRM project and discover how your organization compares with others. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

View all of Kate Leggett's Research

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