Forrester Research : Analyst : Kate Leggett

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Kate Leggett

VP, Principal Analyst serving Application Development & Delivery PROFESSIONALS

Find Kate on:
Blog: Application Development & Delivery Blog

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.

Research Coverage

Customer Experience Management, Customer Relationship Management (CRM), Customer Service Solutions, IT Consulting, Social Media, Technology

Kate Leggett's Research

For Sales Enablement Professionals
Report: Quantify The Business Value Of Sales Enablement Automation
March 4, 2015Kate Leggett
March 4, 2015Kate Leggett
Sales enablement (SE) automation initiatives must invariably answer the question, "What will we get for our money?" Sales enablement pros who lead these projects must build business cases correc...
- Downloads: 3
For Application Development & Delivery Professionals
Report: Trends 2015: The Future Of Customer Service
March 2, 2015Kate Leggett
March 2, 2015Kate Leggett
In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and insights...
- Downloads: 3300
For Application Development & Delivery Professionals
Report: TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q1 2015
February 20, 2015Ian Jacobs, Kate Leggett, Art Schoeller
February 20, 2015Ian Jacobs, Kate Leggett, Art Schoeller
Across all industries, organizations have made cementing customer relationships through improved customer engagement, loyalty, and experience a top priority. To achieve this goal, however, these...
- Downloads: 59
For Enterprise Architecture Professionals
Report: Fix The Data Problems That Destroy Your Customer Effectiveness
February 18, 2015Michele Goetz, Kate Leggett
February 18, 2015Michele Goetz, Kate Leggett
Marketing, sales, and customer service professionals consider customer relationship management (CRM) applications the single source of truth about a customer. However, poor quality customer info...
- Downloads: 131
For Application Development & Delivery Professionals
Report: Navigate The Future Of CRM In 2015
January 22, 2015Kate Leggett
January 22, 2015Kate Leggett
As organizations strive to succeed in the age of the customer and cope with digital disruptions, those responsible for customer-facing processes struggle with how to define customer relationship...
- Downloads: 299

View all of Kate Leggett's Research

For Application Development & Delivery Professionals
Report: Trends 2015: The Future Of Customer Service
March 2, 2015Kate Leggett
March 2, 2015Kate Leggett
In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and insights...
- Downloads: 3300
For Application Development & Delivery Professionals
Report: Assess CRM Capabilities To Pinpoint Opportunities
September 24, 2014Kate Leggett, Fraser Tibbetts
September 24, 2014Kate Leggett, Fraser Tibbetts
This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship mana...
- Downloads: 2758
For Application Development & Delivery Professionals
Report: The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012
July 11, 2012Kate Leggett
July 11, 2012Kate Leggett
During the past five years, the customer service capabilities of customer relationship management (CRM) suite solutions have greatly matured as vendors have focused on solidifying the foundation...
- Downloads: 2064
For Application Development & Delivery Professionals
Report: Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service
October 2, 2014Ian Jacobs, Kate Leggett
October 2, 2014Ian Jacobs, Kate Leggett
In the age of the customer, the transformative effects of social computing and ubiquitous mobility are challenging how organizations can most effectively manage their interactions with customers...
- Downloads: 1833
For Application Development & Delivery Professionals
Report: Market Overview: Customer Service Specialty Solutions
December 10, 2010Kate Leggett
December 10, 2010Kate Leggett
Customers demand superior service and support as the price for their ongoing loyalty and patronage. To help you navigate the complex solution landscape to fill your customer interaction manageme...
- Downloads: 1630