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 B2B Marketing Professionals

    Report: CRM Plus Marketing Automation Equals Engagement

    Customer relationship management (CRM) has traditionally been the core technology that organizations use to manage customer relationships. So it's no wonder that B2B marketers and their technolo...

    • Downloads: 8
  • For Application Development & Delivery Professionals

    Report: Modernize Your CRM In Six Steps

    The business benefit of CRM solutions, firmly centered on improved operational efficiencies, is easy to quantify and has helped CRM become widely deployed. Yet, successful CRM is not only about ...

    • Downloads: 623
  • 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...

    • Downloads: 1992
  • For Application Development & Delivery Professionals

    Report: Transform The Contact Center For Customer Service Excellence

    Customers increasingly demand effortless customer service over a range of touchpoints and communication channels. Customer service executives face the constant challenge of simultaneously meetin...

    • Downloads: 1621
  • For Application Development & Delivery Professionals

    Report: CRM And Marketing Automation: Better Together

    Application development and delivery (AD&D) professionals who support marketing have traditionally leveraged CRM solutions to identify prospective customers and manage active deals. But buyers u...

    • Downloads: 231
  • For Application Development & Delivery Professionals

    Report: Trends 2015: The Future Of Customer Service

    In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and insights...

    • Downloads: 3708
  • For Application Development & Delivery Professionals

    Report: Assess CRM Capabilities To Pinpoint Opportunities

    This report describes the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship mana...

    • Downloads: 2835
  • 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...

    • Downloads: 1992
  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012

    During the past five years, the customer service capabilities of customer relationship management (CRM) suite solutions have greatly matured as vendors have focused on solidifying the foundation...

    • Downloads: 2089
  • For Application Development & Delivery Professionals

    Report: Transform The Contact Center For Customer Service Excellence

    Customers increasingly demand effortless customer service over a range of touchpoints and communication channels. Customer service executives face the constant challenge of simultaneously meetin...

    • Downloads: 1621
View all of Kate Leggett's Research

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