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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39 results in Reports

  • Kate Leggett
  • Past 12 months
  • 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. Application development and delivery (AD&D) pros supporting customer service operations...

    • Downloads: 538
  • For Application Development & Delivery Professionals

    Report:CRM Sales Automation Software For Every User

    The Ecosystem Of Software Products Intent On Enabling Your Sales Teams Has Grown

    Sales organizations have traditionally used CRM sales force automation (SFA) software to track leads and opportunities and manage contacts, accounts, pipeline, and forecasts to increase the sales...

    • Downloads: 32
  • For Application Development & Delivery Professionals

    Report:Market Overview: Chat Solutions For Customer Service

    Twenty-One Solutions For Delivering Differentiated Experiences

    Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

    • Downloads: 960
  • For Application Development & Delivery Professionals

    Report:Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook

    Delivering a differentiated customer experience requires that you have the right technologies, business processes, and empowered organizational structures to support your organization's customer...

    • Downloads: 991
  • For Application Development & Delivery Professionals

    Report:Quantify The Business Value Of CRM

    Business Case: The CRM Playbook

    CRM initiatives must not only be technically sound but also must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros who lead CRM projects must...

    • Downloads: 1144
  • For B2B Marketing Professionals

    Report:CRM Plus Marketing Automation Equals Engagement

    Modern Marketing Widens The Lead-To-Revenue Process Gap

    Customer relationship management (CRM) has traditionally been the core technology that organizations use to manage customer relationships. So it's no wonder that B2B marketers and their technology...

    • Downloads: 134
  • For Application Development & Delivery Professionals

    Report:Modernize Your CRM In Six Steps

    Landscape: The CRM Playbook

    The business benefit of CRM solutions, firmly centered on improved operational efficiencies, is easy to quantify and has helped CRM become widely deployed. Yet, successful CRM is not only about...

    • Downloads: 669
  • 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: 2016
  • 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 over a range of touchpoints and communication channels. Customer service executives face the constant challenge of simultaneously meeting...

    • Downloads: 1659
  • For Application Development & Delivery Professionals

    Report:CRM And Marketing Automation: Better Together

    Lead-To-Revenue Management Requires More Power Than Customer Relationship Management Offers

    Application development and delivery (AD&D) professionals who support marketing have traditionally leveraged CRM solutions to identify prospective customers and manage active deals. But buyers use an...

    • Downloads: 253
  • For Application Development & Delivery Professionals

    Report:Brief: Five Trends To Watch When Provisioning Sales Software

    The Extended Sales Force Automation Market Converges With CRM Initiatives

    Sales teams everywhere use software products that were not provisioned for them by their application development and delivery (AD&D) colleagues. These products enable the sales force to be more...

    • Downloads: 62
  • For CIO Professionals

    Report:Salesforce Is Bidding To Be Your Strategic Customer Platform; Should You Accept?

    Salesforce's Reach Toward $20 Billion Will Force CIOs To Decide How Much Salesforce Is Too Much

    As Salesforce seeks to achieve its goal of being the first cloud vendor with $10 billion in revenues and its aspiration to reach $20 billion, understanding its strategy for achieving those targets...

    • Downloads: 275
  • For Application Development & Delivery Professionals

    Report:Contact Centers Must Go Digital Or Die

    Rework Your Contact Center Technology And Staffing Models To Align With Customer Channel Preferences

    Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web...

    • Downloads: 451
  • For Application Development & Delivery Professionals

    Report:Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer service...

    • Downloads: 1352
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: CRM Suites For Large Organizations, Q1 2015

    Salesforce, SAP, Oracle, And Microsoft Lead A Mature Field Of Vendors

    In this Forrester Wave evaluation of customer relationship management (CRM) suites for enterprise organizations, we identified the nine most significant CRM suites solutions — Infor CRM...

    • Downloads: 519
  • For Application Development & Delivery Professionals

    Report:The Forrester Wave™: CRM Suites For Midsize Organizations, Q1 2015

    Salesforce And Microsoft Lead A Mature Field Of Vendors

    In this Forrester Wave evaluation of customer relationship management (CRM) suites for midsize organizations, we identified the 10 most significant CRM suites solutions — Aptean Pivotal CRM,...

    • Downloads: 370
  • For Application Development & Delivery Professionals

    Report:Forrester's Fast-Forward CRM Capabilities Best Practices Self-Assessment

    Forrester’s best practices framework for CRM defines the critical capabilities necessary for building high-quality customer relationships. The framework distills findings from our interviews...

    • Downloads: 222
  • For B2B Marketing Professionals

    Report:Quantify The Business Value Of Sales Enablement Automation

    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 correctly...

    • Downloads: 100
  • For Application Development & Delivery Professionals

    Report:Trends 2015: 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. Changes such as the explosion of digital communications, mobility, and insights...

    • Downloads: 3780
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q1 2015

    Landscape: The Contact Centers For Customer Service Playbook

    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: 271
  • For Enterprise Architecture Professionals

    Report:Fix The Data Problems That Destroy Your Customer Effectiveness

    Marketing, sales, and customer service professionals consider customer relationship management (CRM) applications the single source of truth about a customer. However, poor quality customer...

    • Downloads: 197
  • For Application Development & Delivery Professionals

    Report:Navigate The Future Of CRM In 2015

    Vision: The CRM Playbook

    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: 525
  • For eBusiness & Channel Strategy Professionals

    Report:Channel Management: Core To Your Customer Service Strategy

    Consumers' preferences for customer service channels are rapidly changing. And it's not just the younger generation of consumers — there's disruption and change across all ages and...

    • Downloads: 283
  • 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: 427
  • For Application Development & Delivery Professionals

    Report:Market Overview: Enterprise Sales Force Automation Solutions

    Today's Solutions Are Changing The Nature Of Your Customers' Interactions With Your Sales Department

    The sales force automation (SFA) market is undergoing significant change with increasing emphasis on mobile sales capability, integration with other software products, real-time actionable insight,...

    • Downloads: 211