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

  • For Application Development & Delivery Professionals

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

    Social, mobile, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. As an application development and delivery (AD&D) profe...

  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: CRM Suites For Enterprise Organizations, Q4 2016

    In our 36-criteria evaluation of CRM suites for enterprise organizations, we identified the nine most significant CRM suites from eight prominent vendors — Infor, Microsoft, NetSuite, Oracle, Pe...

  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: CRM Suites For Midsize Organizations, Q4 2016

    In our 36-criteria evaluation of CRM suites for midsize organizations, we identified the most significant ones from 11 vendors — Aptean, bpm'online, Bullhorn, Infor, Microsoft, NetSuite, Oracle,...

  • For Application Development & Delivery Professionals

    Report: Define The Right Metrics For Tracking CRM Success

    Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of customer relationship management (CRM) initiatives. This report...

  • For Application Development & Delivery Professionals

    Report: Choose The Right CRM Solutions For Your Organization

    The CRM technology landscape is changing with the commoditization of core features, the rise of point solutions, the shift to software-as-a-service (SaaS) solutions, and the need to provide indu...

  • For Application Development & Delivery Professionals

    Report: Trends 2016: The Future Of Customer Service

    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...

  • For Application Development & Delivery Professionals

    Report: Assess CRM Capabilities To Pinpoint Opportunities

    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 compu...

  • For Application Development & Delivery Professionals

    Report: Transform Customer Processes And Systems To Improve Experiences

    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. Forreste...

  • For Application Development & Delivery Professionals

    Report: Transform The Contact Center For Customer Service Excellence

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

  • For Application Development & Delivery Professionals

    Report: Choose The Right CRM Solutions For Your Organization

    The CRM technology landscape is changing with the commoditization of core features, the rise of point solutions, the shift to software-as-a-service (SaaS) solutions, and the need to provide indu...

View all of Kate Leggett's Research

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