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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29 results in Reports

  • Kate Leggett
  • Past 12 months
  • For Application Development & Delivery Professionals

    Report:Define Your CRM Plan

    Strategic Plan: The CRM Playbook

    To avoid wasting time and effort on ill-conceived customer relationship management (CRM) initiatives, you should keep a laser focus on creating business value. Sound planning for CRM requires...

    • Downloads: 1272
  • For Application Development & Delivery Professionals

    Report:Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook

    The heart of the contact center is comprised of a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...

    • Downloads: 609
  • For eBusiness & Channel Strategy Professionals

    Report:Brief: Don't Make Your Customers Call You For Service

    Invest In Self-Service And Low-Friction Channels To Gain Customer Loyalty

    Customers increasingly use web and mobile as a first point of contact for customer service. Across all generations, they also increasingly rely on digital channels like chat. Customers expect...

    • Downloads: 284
  • For Application Development & Delivery Professionals

    Report:Quantify The Business Value Of CRM

    Business Case: The CRM Playbook

    Customer relationship management (CRM) initiatives must not only be technically sound but must also answer this question: What will we get for our money? This report describes how application...

    • Downloads: 1517
  • For Application Development & Delivery Professionals

    Report:Customers Self-Serve As A First Point Of Contact For Customer Service

    Adopt Five Best Practices To Drive Self-Service Knowledge Success

    Web and mobile self-service have unseated the phone as the first point of contact with customer service organizations. Why? Customers expect companies to value their time, and self-service provides...

    • Downloads: 170
  • For Application Development & Delivery Professionals

    Report:Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook

    Customers increasingly demand effortless customer service. Customer service executives face the constant challenge of simultaneously meeting customer expectations and business cost goals. Forrester's...

    • Downloads: 2112
  • For Application Development & Delivery Professionals

    Report:Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    In the age of the customer, customer service must be a cornerstone of a company's customer experience strategy. Customer service application pros must invest in modernizing their technology, and...

    • Downloads: 742
  • For Application Development & Delivery Professionals

    Report:Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook

    We've entered a new era that Forrester calls the age of the customer. The new power of customers means that a focus on the customer now matters more than any other strategic imperative. Forrester's...

    • Downloads: 2339
  • For Application Development & Delivery Professionals

    Report:Your Customers Don't Want To Call You

    Invest In Self-Service And Low-Friction Channels In Your Contact Center

    Customers are increasingly using Web and mobile as a first point of contact with customer service organizations. Across all generations, they are also increasingly relying on digital channels like...

    • Downloads: 415
  • For Application Development & Delivery Professionals

    Report:Mitigate CRM Risks With Sound Deployment Practices

    Processes: The CRM Playbook

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology projects. Customer...

    • Downloads: 562
  • For Application Development & Delivery Professionals

    Report:CRM Success Hinges On Effective Change Management

    Continuous Improvement: The CRM Playbook

    There's too much at stake today to have a failed customer relationship management (CRM) initiative on your hands. CRM success resides squarely in its adoption. Failure results in underutilized...

    • Downloads: 675
  • For Application Development & Delivery Professionals

    Report:Navigate The Future Of CRM In 2016

    Vision: The CRM Playbook

    In the age of the customer, good customer experiences are the only source of competitive differentiation. Organizations use customer relationship management (CRM) as a foundational building block in...

    • Downloads: 393
  • For Application Development & Delivery Professionals

    Report:Benchmark Against Best Practices To Optimize CRM Performance

    Benchmarks: The CRM Playbook

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support customer relationship management (CRM) cannot afford failed technology initiatives. We...

    • Downloads: 684
  • For Application Development & Delivery Professionals

    Report:Assess CRM Capabilities To Pinpoint Opportunities

    Assessment: The CRM Playbook

    This report helps application development and delivery (AD&D) executives who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of social computing...

    • Downloads: 3186
  • For Application Development & Delivery Professionals

    Report:Trends 2016: The Future Of Customer Service

    Vision: The Contact Centers For Customer Service Playbook

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal are...

    • Downloads: 4714
  • For Application Development & Delivery Professionals

    Report:Embrace Continuous Improvement To Power Customer Service Operations

    Continuous Improvement: The Contact Centers For Customer Service Playbook

    Companies struggle to deliver reproducible, effective, and personalized customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D)...

    • Downloads: 679
  • For Application Development & Delivery Professionals

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

    Processes: The Contact Centers For Customer Service Playbook

    Companies struggle to deliver reproducible, effective, and personalized customer service in line with customer expectations and company cost constraints. This leads to increased customer...

    • Downloads: 614
  • For Application Development & Delivery Professionals

    Report:TechRadar™: The Extended CRM Technology Ecosystem, Q4 2015

    Applications Stimulate Innovation, But Sales, Order Management, And Service Hold The Keys To Your Revenue Engine

    Customer loyalty through deeper engagement and differentiated experiences continues to be a critical priority. Customer relationship management (CRM) technology has evolved, particularly in light of...

    • Downloads: 308
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015

    Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations

    In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud,...

    • Downloads: 361
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015

    Due Diligence Required: These Vendors Are Great At Supporting Midsize Teams

    In Forrester's 36-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Freshdesk,...

    • Downloads: 161
  • For B2C Marketing Professionals

    Report:Predictions 2016: Social Gets Reinforcements

    Social Marketers Will Partner With Colleagues In Customer Service And Media Buying

    Both consumers and marketers love to use social media — but brands still struggle to get value from the big social networks. In 2016, social marketers won't just refocus their efforts on...

    • Downloads: 223
  • For Application Development & Delivery Professionals

    Report:Vendor Landscape: Knowledge Management For Customer Engagement

    Eighteen Solutions For Delivering Differentiated Experiences

    Customers today want effortless engagement, and they increasingly leverage web or mobile self-service as a first point of contact with a company. Knowledge management solutions power self-service...

    • Downloads: 300
  • For Application Development & Delivery Professionals

    Report:Capitalize On SaaS CRM Solutions With Better Governance

    Organization: The CRM Playbook

    Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions....

    • Downloads: 925
  • For Application Development & Delivery Professionals

    Report:Stop Buying End-To-End CRM

    Evaluate CRM As An Ecosystem Instead

    CRM technologies are mature, and companies leverage them heavily to provide operational efficiencies as sales, marketing, and customer service organizations interact with customers. Today, business...

    • Downloads: 229
  • For Application Development & Delivery Professionals

    Report:Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook

    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: 2174