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.
Business and technology leaders can use this report to understand the value they can expect from a CRM vendor and to explore potential partners.
Customer service and IT leaders should read this report to shape their firm’s investment approach to these technologies.
This report outlines Forrester’s five most important enterprise software predictions for technology leaders in 2025.
This report presents our 2024 analysis of the top emerging technologies in CRM operations, categorized based on their ability to deliver benefits in the short, medium, or long term.
Financial services firms can use this report to understand the value they can expect from financial services CRM and to explore potential partners.
Business applications will evolve to be AI-infused, composable, cloud-native, and ecosystem-driven. Clear winners will dominate the market.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
