Kate Leggett

VP, Principal Analyst

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.

May 13th, 2022
15 min read

Your CRM strategy must link to business goals, focus on customer benefits, identify affected processes and constituencies, and specify functionality needs.

January 18th, 2022
10 min read

Read this report to learn about the forces that strategically elevate the importance of CRM and the future of this technology.

Research Coverage