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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154 results in Reports

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

    Report:Automate Your End-To-End L2RM Process

    Tools And Technology: The Lead-To-Revenue Playbook

    Myriad marketing automation vendors are vying to claim leadership in providing the software platforms to automate the lead-to-revenue management (L2RM) process. These vendors are integrating...

    • Downloads: 895
  • For eBusiness & Channel Strategy Professionals

    Report:Predictions 2016: The Mobile Revolution Accelerates

    Landscape: The Mobile eBusiness Playbook

    As the mobile mind shift speeds up even more in 2016, consumers' expectations will soar, pressuring you to do better at tapping contextual data to serve them better. More companies will treat mobile...

    • Downloads: 680
  • For eBusiness & Channel Strategy Professionals

    Report:Your Customers Will Not Download Your App

    Develop A Strategy To Borrow Mobile Moments And Engage Your Customers Effectively — Where They Already Are

    Few eBusiness professionals will see the majority of their customers download their app, nor will they own enough mobile moments to win, serve, and retain their customers effectively. Most apps...

    • Downloads: 579
  • For B2B Marketing Professionals

    Report:Make Sales Efficiency A Key Addition To Your B2B Content Marketing Metrics

    Successful B2B marketing depends on content marketing to engage prospects and customers, as well as to support more effective sales execution. Marketers must prove that budgets spent on content...

    • Downloads: 307
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Customer Loyalty Solutions For Large Organizations, Q1 2016

    The Eight Providers That Matter Most And How They Stack Up

    In this Forrester Wave™ evaluation of customer loyalty solutions for large organizations, we identified the eight most significant players — Aimia, Bond Brand Loyalty (formerly Maritz Loyalty...

    • Downloads: 336
  • For Customer Experience Professionals

    Report:The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

    • Downloads: 311
  • For Customer Insights Professionals

    Report:The State Of Cross-Channel Attribution Technologies 2015

    Benchmarks: The Marketing Measurement And Insights 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: 633
  • For B2C Marketing Professionals

    Report:The Internet Of Things Redefines Brand Engagement

    Connected Objects Will Deliver The Brand Experience Of The Future

    Despite the hype around the dozens of billions of connected objects to appear in the next five to 10 years, the internet of things (IoT) seems to open up more business opportunities in the industrial...

    • Downloads: 314
  • For B2C Marketing Professionals

    Report:Vendor Landscape: Gamification Solutions For Strategy And Execution

    Differentiation Emerges As The Market Matures

    Once a victim of the shiny object syndrome, gamification now enjoys the attention of B2C marketers ready to implement it. The vendor landscape has also come of age, making it harder to pinpoint...

    • Downloads: 129
  • For B2C Marketing Professionals

    Report:Toolkit: Mobile Engagement Automation Vendors

    This toolkit supplements the November 5, 2015, "Vendor Landscape: Mobile Engagement Automation Vendors" Forrester report.

    • Downloads: 1
  • For B2B Marketing Professionals

    Report:Make Sales Conversations An Integral Part Of Your Content Marketing Plans

    Top Marketers Keep A Customer Focus To Align Sales And Marketing Messages

    B2B marketing content fuels both effective demand creation and successful sales conversations. This report describes how B2B marketers can help sales become an effective content concierge by...

    • Downloads: 258
  • For B2B Marketing Professionals

    Report:Pave The Way To Partner Loyalty Maturity

    Identify Resources For Implementing A Partner Strategy

    In this report, we present a compendious road map to guide sales enablement professionals through the steps to build a partner loyalty program or to revamp an existing one. Follow this road map — and...

    • Downloads: 420
  • For B2C Marketing Professionals

    Report:Vendor Landscape: Mobile Engagement Automation Solutions

    Mobile Moments Demand Speed, Speed Demands Automation

    With over 30 billion mobile moments happening each day in the US alone, marketers need automation to deliver against high customer expectations in real time. Vying to help is a new class of vendors:...

    • Downloads: 236
  • For B2C Marketing Professionals

    Report:The Path To Mobile Marketing Mastery

    Executive Overview: The Mobile Marketing Playbook

    Many marketers realize customers are mobile-dominant today, but few recognize the bigger picture: the ballooning numbers of customers who have undergone what Forrester calls the mobile mind shift —...

    • Downloads: 912
  • For B2B Marketing Professionals

    Report:Benchmark Your B2B Content Marketing Strategy And Maturity

    Auditing Practices Better Connects Marketing Content To Business Results

    To understand how well B2B marketers produce and share content that creates interest, relevance, and relationships, we surveyed 113 senior marketers to gauge their content development sophistication...

    • Downloads: 725
  • For B2B Marketing Professionals

    Report:Lead-To-Revenue Management Is 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: 375
  • For B2B Marketing Professionals

    Report:Gauge Your L2RM Progress And Success

    Benchmarks: The Lead-To-Revenue Playbook

    B2B marketers implementing a lead-to-revenue (L2R) process for the first time, or expanding their L2R program, often feel they are navigating uncharted waters — but they're not alone! B2B marketers...

    • Downloads: 451
  • For B2C Marketing Professionals

    Report:Make Sense Of Customer Loyalty Measurement

    Performance Management: The Customer Loyalty Playbook

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

    • Downloads: 1681
  • For Customer Insights Professionals

    Report:Five Keys To Unlock Additional Funding For Customer Loyalty

    Business Case: The Customer Loyalty Playbook

    Committing to customer loyalty requires ongoing investment in initiatives that influence both the rational and emotional drivers of loyalty. Many executives intuitively understand that customer...

    • Downloads: 229
  • For B2B Marketing Professionals

    Report:Tap Resources To Optimize Partner Loyalty

    Map Your Stakeholders To Best Communicate With Partners

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

    • Downloads: 334
  • 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: 327
  • For Customer Insights Professionals

    Report:Brief: Measure Your Mobile Marketing Performance

    Successful Chinese Firms Match Customers' Activities Across Mobile Campaigns

    Mobile has become the most powerful channel for customer engagement and commerce in China; spending on mobile advertising is rising far faster than ad purchases on traditional media. Chinese...

    • Downloads: 54
  • For CMO Professionals

    Report:The Convergence Of Brand, Marketing, And Customer Experience

    Organization: The Brand Experience Playbook

    Competitive pressures keep ratcheting up. To survive, companies need to become customer-obsessed and make sure that the promises that they make in the market and the experiences that they deliver...

    • Downloads: 1906
  • For B2C Marketing Professionals

    Report:Brief: Make Native Advertising A Part Of Your Content Marketing Strategy In Asia Pacific

    Branded Content Can Provide Brand Lift, But Firms Must Be Transparent About Their Intentions

    Native advertising, or sponsored content, is a form of online media promotion that inserts brand-created messages into the editorial product. It's new to most of the Asiat Pacific region, but it...

    • Downloads: 87
  • 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. Customer loyalty requires strategic alignment, deliberate planning,...

    • Downloads: 1673