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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181 results in Reports

  • Marketing Methods
  • Past 18 months
  • For B2B Marketing Professionals

    Report:Brief: Do Not Pay Your Influencers

    Use Nonfinancial Incentives That Will Help You Drive Authentic Word Of Mouth

    Influencer engagement programs can be highly effective for achieving social reach objectives because they help spread a brand's messages through influencers' well-established connections. But...

    • Downloads: 131
  • For B2C Marketing Professionals

    Report:Establish A Baseline For Mobile KPIs

    Benchmarks: The Mobile Marketing Playbook

    Marketers continue to advance from being mobile novices to approaching mobile strategically. With this maturity comes the responsibility to prove the success of mobile programs. However, in a rapidly...

    • Downloads: 405
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Financial Sales

    Digital Teams Must Use Context To Be Relevant And Earn Sales

    As mobile touchpoints displace PCs, branches, advisors, and agents at the heart of customers' relationships with financial services firms, digital executives need to step up their mobile marketing...

    • Downloads: 272
  • For B2B Marketing Professionals

    Report:Tap Resources To Optimize Partner Loyalty

    Organization: The Channel Partner Loyalty Playbook

    This report maps out the range of stakeholders within your organization whom you will work with, and work for, in executing the channel partner loyalty playbook. It is designed to help sales...

    • Downloads: 292
  • For B2C Marketing Professionals

    Report:The Global Mobile Revolution Is Just Beginning

    Marketers Must Shift From Being "Mobile-First" To Mastering Mobile Moments

    Many B2C marketers have embraced the notion of mobile-first; they are starting to design websites and marketing campaigns with mobile in mind instead of simply retrofitting their approach to mobile....

    • Downloads: 42
  • For B2C Marketing Professionals

    Report:Balance User Needs With Business Goals

    Strategic Plan: The Email Marketing Playbook

    This report articulates a strategic plan for how marketing leaders can improve their email programs today and create humanized, integrated messages in the future. We recommend that marketers build...

    • Downloads: 520
  • For eBusiness & Channel Strategy Professionals

    Report:Build A Pervasive Corporate Mobile Competency

    Organization: The Mobile eBusiness Playbook

    Mobile strategy has evolved since 2010. Then, a mobile strategy equated to a mobile services road map and technology platform choices. An individual or small team could both create a strategy and...

    • Downloads: 612
  • For B2C Marketing Professionals

    Report:The Scientific Method Comes To Marketing

    Executive Overview: The Marketing Mix Optimization Playbook

    When making their investment decisions across the marketing mix, marketing leaders face the constant challenge of coping with the proliferation of communication and engagement platforms, more elusive...

    • Downloads: 913
  • For Customer Insights Professionals

    Report:Make Sense Of Customer Loyalty Measurement

    Performance Management: The Customer Loyalty Playbook

    Do you know how loyal your customers are? Loyalty means a lot of things to a lot of different organizations, and effectively measuring customer loyalty remains a road less traveled by many firms....

    • Downloads: 1387
  • For B2C Marketing Professionals

    Report:Interactive Channels To Watch In 2014

    This report is the latest installment in an annual series on how marketing leaders leverage interactive channels. Email marketing and display advertising still top marketer's lists, but mobile and...

    • Downloads: 353
  • For Customer Insights Professionals

    Report:The State Of Cross-Channel Attribution Technologies 2015

    Benchmarks: The Cross-Channel Attribution Playbook

    During the recent Forrester Wave™ evaluation of cross-channel attribution providers, we surveyed 71 customers about their cross-channel attribution efforts and their vendor partnerships....

    • Downloads: 381
  • For B2C Marketing Professionals

    Report:Forrester Research Interactive Marketing Forecast By Industry, 2013 To 2018 (US)

    ForecastView Spreadsheet

    Breaks out company spending on interactive marketing segmented by 12 industries. Each industry's spending is further broken into the various components of interactive marketing: display, paid search,...

    • Downloads: 15
  • For B2C Marketing Professionals

    Report:Case Study: Zoetis Sponsors A Mobile App To Build Brand Awareness

    A Mobile Marketing POST Report

    Pfizer Animal Health, a global animal health company, was rebranded Zoetis in 2013. With a new name, the company needed a way to raise awareness in the marketplace. To connect with its audience, it...

    • Downloads: 126
  • For Customer Insights Professionals

    Report:Advance Your Approach To Customer Loyalty

    Assessment: The Customer Loyalty Playbook

    If you are serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. It's an approach that requires strategic alignment, deliberate...

    • Downloads: 1338
  • For B2C Marketing Professionals

    Report:Beyond Marketing: How Mobile Is Transforming McDonald's France

    Use Mobile As The Catalyst For Digital Transformation

    In France, you can order a Big Mac anytime, anywhere on your smartphone, tablet, or desktop and pick it up later at any of 1,200 McDonald's restaurants. But mobile ordering and in-store pick up are...

    • Downloads: 269
  • For B2B Marketing Professionals

    Report:Score Your Partner Program For Loyalty

    Assessment: The Channel Partner Loyalty Playbook

    To determine how well your partner program is performing today, and set a baseline for what to improve moving forward, measuring all the significant activity you put into building channel loyalty is...

    • Downloads: 323
  • For B2C Marketing Professionals

    Report:Brief: What Marketers Should Take Away From Mobile World Congress 2015

    This year's Mobile World Congress (MWC) in Barcelona brought together 90,000 attendees, including 4,500 CEOs and a growing number of CMOs and marketing leaders. Of course, MWC isn't SXSW or ad:tech;...

    • Downloads: 139
  • For Customer Insights Professionals

    Report:B2B Loyalty, The B2C Way

    Consumer Loyalty Principles Can Help B2B Companies Reward, Recognize, And Engage Their Customers

    Earning customer loyalty is very important to B2B marketers. After all, loyalty translates directly into referrals and new cross-sell/upsell opportunities. But it's easy for customer insights (CI)...

    • Downloads: 139
  • For B2B Marketing Professionals

    Report:Transform Marketing With A Revenue-Relevant Customer Engagement Strategy

    Executive Overview: The Lead-To-Revenue Playbook

    The lead-to-revenue playbook is designed for business and consumer marketers who must power up their lead-to-revenue processes to achieve new customer acquisition, current customer expansion, and...

    • Downloads: 725
  • For B2C Marketing Professionals

    Report:Use Social Content Curation Tools To Feature Your Consumers

    Choose Solutions That Showcase Brand Experiences And Drive Exploration

    Chances are, you've stumbled on a media gallery on a brand's social hub or online product catalog and scrolled through photos of blissful customers wearing, eating, or posing with a product. This is...

    • Downloads: 200
  • For B2C Marketing Professionals

    Report:Build Your Content Brand By Delivering Customer Value

    Vision: The Content Marketing Playbook

    To counter increasing media fragmentation and consumer disenchantment with advertising, marketers have begun to exploit the power of digital and social media by building large followings around...

    • Downloads: 604
  • For B2B Marketing Professionals

    Report:Lead-To-Revenue Pioneers Discover It's Not Demand Generation On Steroids

    Landscape: The Lead-To-Revenue Playbook

    After bagging impressive early wins, lead-to-revenue management (L2RM) pioneers find it hard to sustain ongoing improvement. To learn why L2RM initiatives hit the wall, we analyzed 200 inquiries that...

    • Downloads: 153
  • For Customer Insights Professionals

    Report:The Loyalty Program Participant Profile

    Landscape: The Customer Loyalty Playbook

    Consumers have a healthy appetite for loyalty programs and are drawn in by discounts and savings. But consumers aren't necessarily just interested in the cold hard cash. Loyalty program members also...

    • Downloads: 1603
  • For Customer Insights Professionals

    Report:Brief: Demystifying Real-Time Interaction Management

    Anchor Your Contextual Marketing Engine With This System Of Engagement

    Customer obsession requires marketers to rethink campaigns and instead deliver self-perpetuating cycles of insight-driven interactions. We believe that firms will assemble contextual marketing...

    • Downloads: 131
  • For B2C Marketing Professionals

    Report:CMOs Must Build An Affinity Channels Strategy To Reach New Audiences

    How To Navigate Fragmenting Media Audiences Across Niche, Focused Digital Media Networks

    Young demographic audiences, often described as Millennials or Gen Zers, are fragmenting across a new landscape of affinity-focused media channels built on YouTube including StyleHaul, Machinima,...

    • Downloads: 296