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.

Refine your results

Role

Methodology

Industry

Topics

Market Imperatives

Region

Vendor

Analyst

180 results in Reports

  • Marketing Methods
  • Past 18 months
  • For B2C Marketing Professionals

    Report:Forrester Research Online Display And Search Marketing Forecast, 2014 To 2019 (Asia Pacific)

    ForecastView Spreadsheet

    Total display and search advertising spending within the five Asia Pacific countries (Australia, China, India, Japan, and South Korea) covered in this forecast is expected to grow at a five-year...

    • Downloads: 7
  • For B2C Marketing Professionals

    Report:Forrester Research Social Media Forecast, 2014 To 2019 (Western Europe)

    ForecastView Spreadsheet

    Total social media advertising spending within the 17 Western European countries covered in this forecast is expected to reach €4.3 billion by 2019, up from €2.6 billion in 2014, growing at...

    • Downloads: 6
  • For B2B Marketing Professionals

    Report:Partner Loyalty Metrics That Matter

    Performance Management: The Channel Partner Loyalty Playbook

    Program performance management is about systematic measurement and relentless adjustment, in this case, of your channel partner loyalty program. The first step for sales enablement professionals in...

    • Downloads: 382
  • For B2C Marketing Professionals

    Report:Drive Returns With Adaptive Content Promotion

    Marketers Deploy Flexible Paid Promotion Budgets Behind Earned And Owned Content To Drive Awareness, Advocacy, And Sales

    The big preplanned media buy for product- or brand-centric messages is seeing increasing competition from a nimbler creature: granular media buys for branded or earned content. Here, marketers pay to...

    • Downloads: 141
  • 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: 346
  • For Customer Insights Professionals

    Report:Master Your Mobile Loyalty Moments

    Continuous Improvement: The Customer Loyalty Playbook

    Today, consumers rely on their mobile phones and tablets as information, entertainment, shopping, and life companions. They expect they can get what they want in their immediate context and moments...

    • Downloads: 844
  • For B2B Marketing Professionals

    Report:Make The Case For Partner Loyalty Investment

    Business Case: The Channel Partner Loyalty Playbook

    Partners will remain loyal to a vendor to the extent that the vendor relationship helps them achieve their business goals. The strength of this partner-vendor relationship is determined by multiple...

    • Downloads: 300
  • For B2C Marketing Professionals

    Report:The Path To Mobile Marketing Mastery

    Executive Overview: The Mobile Marketing Playbook

    Today, two-thirds of US online adults use a smartphone, and Forrester predicts this number will grow. Many marketers realize that more and more customers are mobile-dominant, but few recognize the...

    • Downloads: 748
  • For B2C Marketing Professionals

    Report:How People Choose

    Get People To Do What You Want By Limiting Decision Stress

    Marketers miscalculate how consumers make purchase decisions. Why? Because the rapid adoption of digital technology gives marketers a false sense of precision about how they predict consumer behavior...

    • Downloads: 462
  • For B2C Marketing Professionals

    Report:Marketing Strategy For The Mobile Mind Shift

    Vision: The Mobile Marketing Playbook

    Customers are in the midst of a mobile mind shift. As a result of their perpetual mobile connections, their expectations have changed. They're not interested in your messaging and logos. They want...

    • Downloads: 1405
  • For B2C Marketing Professionals

    Report:A Marketer's Guide To The Mobile Mind Shift

    Landscape: The Mobile Marketing Playbook

    Your customers are on smart mobile devices. The question is: how many, what do they expect, and what are they doing? The average US smartphone owner spends over an hour per day interacting with their...

    • Downloads: 1240
  • For B2C Marketing Professionals

    Report:Master Content Marketing To Drive Engagement, Credibility, And Preference

    Executive Overview: The Content Marketing Playbook

    Today's empowered consumers are in control and telling brands where, when, and how they are open to a mutually valuable exchange of information. To counter growing media fragmentation and consumer...

    • Downloads: 511
  • For Customer Experience Professionals

    Report:Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores

    Many loyalty programs include perks that are designed to give a firm's best customers a differentiated experience. But do they deliver? In this brief, we answer that question by comparing the...

    • Downloads: 100
  • For B2C Marketing Professionals

    Report:Score Your Mobile Marketing Maturity

    Assessment: The Mobile Marketing Playbook

    This report for marketers explains how to assess your mobile marketing capabilities. We find that although mobile budgets are beginning to increase, the majority of marketers are still in the early...

    • Downloads: 630
  • For B2B Marketing Professionals

    Report:Lead-To-Revenue Management Benefits Realization Plan

    This toolkit is a companion to "Plan, Don't Hope, For Lead-To-Revenue Benefits," the performance management report of the lead-to-revenue playbook. In that report, we introduced three techniques that...

    • Downloads: 28
  • For B2C Marketing Professionals

    Report:Get To Know Mobile Tactics

    Tools And Technology: The Mobile Marketing Playbook

    Smartphone adoption is increasing and propelling your audience into the growing segment of always addressable customers. A key touchpoint for these mobile-savvy and connected consumers, smartphones...

    • Downloads: 931
  • For B2B Marketing Professionals

    Report:Brief: B2B Content Fails The Customer Engagement Test

    Stories, Narrative, And Video Help Shift The Focus To Customers

    Engaging content can mean the difference between creating a business opportunity and losing to a competitor. Nowhere is the struggle to produce compelling business-to-business (B2B) content more...

    • Downloads: 340
  • For eBusiness & Channel Strategy Professionals

    Report:Executing End-To-End Mobile Services

    Mobile technologies are tactics — not strategies in themselves. Too often mobile services conversations start with "Let's build an app." Instead, decisions like these should only be undertaken...

    • Downloads: 1326
  • For CIO Professionals

    Report:Trends 2014: Indian CMOs' Technology Spending Plans

    CIOs Must Ramp Up Their Marketing Quotient For Effective Collaboration With CMOs

    Forrester, in conjunction with MindForce Research, recently surveyed 101 CMOs in India to understand business and marketing priorities, marketing spending on technology, key tech management and...

    • Downloads: 122
  • For B2B Marketing Professionals

    Report:Apply The Hawthorne Effect For Continuous Improvement

    Continuous Improvement: The Channel Partner Loyalty Playbook

    In this time of high demand and constrained supply of channel partners, partner loyalty can be difficult to maintain, much less improve. Many channel professionals, in an attempt to buy partners'...

    • Downloads: 68
  • For Customer Insights Professionals

    Report:Quick Take: Adobe Underscores Marketing Reinvention At Adobe Summit 2014

    Announcements Emphasize Partnerships And Innovation

    On March 25, 2014, at its annual digital marketing summit, Adobe very deliberately positioned its Marketing Cloud as a comprehensive platform for digital marketers, rather than a suite of...

    • Downloads: 181
  • For Infrastructure & Operations Professionals

    Report:Bolster Your Brand With A Greener Technology Ecosystem

    How Technology Strategy Contributes To Brand Positioning And Differentiation

    Your customers, employees, partners, and possibly regulators demand increasing transparency in company operations and products. Among the various aspects of transparency they seek is greater...

    • Downloads: 68
  • For B2B Marketing Professionals

    Report:Turn Your Channel Into A Marketing Machine

    Through-Channel Marketing Amplifies Your Marketing Voice

    Most B2B companies have thought of B2B channels (agents, distributors, resellers, and so on) as distribution channels — or, more limitedly, sales channels — for many years. But B2B...

    • Downloads: 148
  • For B2C Marketing Professionals

    Report:Craft A Maturity-Based Mobile Strategy

    Strategic Plan: The Mobile Marketing Playbook

    Mobile is hot. As with most hot topics in technology, marketers may be tempted to adopt strategies that are a mismatch for their level of mobile marketing maturity or to create upside-down strategies...

    • Downloads: 749
  • For CMO Professionals

    Report:Evolve Your Marketing Strategy To Outpace Consumers' Behavior

    Landscape: The Customer Life-Cycle Marketing Playbook

    The traditional marketing funnel has been done in by consumers' behaviors that are anything but linear. Instead, in each phase of Forrester's customer life cycle — discover, explore, buy, use,...

    • Downloads: 1118