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.
SFA, CRM, and revenue orchestration platforms offer competing functions. Learn how to make wise sales technology decisions.
AI-powered CRM increases front-office productivity, delivers great customer experience, and accelerates innovation — all of which impact customer retention and revenue.
This report analyzes CRM adoption, budget, drivers, concerns, and vendor insights in financial services to help tech leaders understand the market.
In our evaluation of CRM providers, we researched, analyzed, and scored the most significant ones.
Explore strategies for leveraging tacit knowledge from customer service agents to optimize AI-led interactions.
Assess whether your Salesforce deal aligns with your organization’s needs and identify ways to optimize your spending.
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.
