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.

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9 results in Reports

  • Kate Leggett
  • Management & Organization
  • For Application Development & Delivery Professionals

    Report:Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook

    In the age of the customer, customer service must be a cornerstone of a company's customer experience strategy. Application development and delivery (AD&D) pros supporting customer service operations...

    • For Application Development & Delivery Professionals

      Report:Quantify The Business Value Of CRM

      Business Case: The CRM Playbook

      CRM initiatives must not only be technically sound but also must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros who lead CRM projects must...

      • Downloads: 1146
    • For Application Development & Delivery Professionals

      Report:Better Governance Leads To Better Customer Service — Yes, Really!

      Processes: The Contact Centers For Customer Service Playbook

      Companies struggle to deliver reproducible, effective, and personalized customer service in line with customer expectations and company cost constraints. This leads to increased customer...

      • Downloads: 427
    • For Application Development & Delivery Professionals

      Report:Define Your Customer Relationship Management Plan

      Strategic Plan: The CRM Playbook

      To avoid wasting time and effort on ill-conceived customer relationship management (CRM) initiatives, you keep a laser focus on creating business value. Sound planning for CRM requires application...

      • Downloads: 853
    • For Application Development & Delivery Professionals

      Report:Mitigate CRM Risks With Sound Deployment Practices

      Processes: The CRM Playbook

      To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology projects. Customer...

      • Downloads: 406
    • For Application Development & Delivery Professionals

      Report:Assess CRM Capabilities To Pinpoint Opportunities

      Assessment: The CRM Playbook

      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...

      • Downloads: 2851
    • For Application Development & Delivery Professionals

      Report:Capitalize On SaaS CRM Solutions With Better Governance

      Organization: The CRM Playbook

      Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but many have not adapted their governance processes and policies to get maximum value out of those solutions....

      • Downloads: 731
    • For Application Development & Delivery Professionals

      Report:Navigate The Future Of CRM In 2014

      The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, serving, and delighting customers. But as...

      • Downloads: 946
    • For Application Development & Delivery Professionals

      Report:How To Calculate The Cost Of Customer Service To Drive Improvements

      Measuring the actual cost of your customer service operations over the different communication channels that you support is difficult. Business process pros supporting customer service operations can...

      • Downloads: 538