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Kate Leggett

VP, Principal Analyst

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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 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 Most Recent Research

Research

The Forrester Wave™: Sales Force Automation Solutions, Q2 2021

The 10 Providers That Matter Most And How They Stack Up
April 19th, 2021 | Kate Leggett

In our 37-criterion evaluation of sales force automation (SFA) providers, we identified the 10 most significant ones — Creatio, Freshworks, Microsoft...

19 min read
Research

Capitalize On SaaS CRM Solutions With Better Governance

Organization: The CRM Playbook
March 12th, 2021 | Kate Leggett

Firms increasingly adopt software-as-a-service (SaaS) CRM solutions, but few have adapted their governance processes and policies to get maximum value...

16 min read
Research

The Forrester Tech Tide™: Extended CRM Technologies, Q1 2021

Twenty Technologies Underpin CRM
March 9th, 2021 | Kate Leggett

CRM is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their CRM performance, companies are evaluating...

16 min read
Research

Gauge Your CRM Maturity

Assessment: The CRM Playbook
March 4th, 2021 | Kate Leggett

An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenges organizations to reshape the way that they...

11 min read
Research

Quantify The Business Value Of CRM

Business Case: The CRM Playbook
March 3rd, 2021 | Kate Leggett

CRM initiatives must not only be technically sound but must also answer the question, "What will we get for our money?" This report describes how application...

13 min read