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.


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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93 results in Reports

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

    Report:Measure These Five Things To Continuously Improve Revenue Performance

    Continuous Improvement: The Lead-To-Revenue Playbook

    The seminal idea behind lead-to-revenue management (L2RM) was the need to calibrate marketing activities and budgets to revenue generation. But creating a system to improve the L2RM process requires...

    • Downloads: 787
  • 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: 896
  • For B2B Marketing Professionals

    Report:Navigate The Milestones On The L2RM Journey

    Road Map: The Lead-To-Revenue Playbook

    This report details the steps you need to follow to develop the implementation road map and operationalize your lead-to-revenue management (L2RM) vision. It's easy to lose your way on this...

    • Downloads: 482
  • For B2B Marketing Professionals

    Report:Improve Sales Hiring With Better Use Of Technology And Analytics

    To keep pace with the growing expectations of executive decision-makers and other people involved in buying business products and services, sales enablement professionals must improve their capacity...

    • Downloads: 136
  • For B2B Marketing Professionals

    Report:Four Best Practices For Applying Through-Channel Marketing Automation

    Optimizing Your TCMA Rollout

    B2B marketers are beginning to grasp the power potential of their channel partner ecosystem to amplify their marketing. But there is a high degree of variability in the way B2B marketers deploy and...

    • Downloads: 147
  • For B2B Marketing Professionals

    Report:The Forrester Wave™: Through-Channel Marketing Automation Platforms, Q3 2015

    Amplify Your Marketing Voice With One Of These 14 Vendors

    In Forrester's evaluation of through-channel marketing automation (TCMA) platforms, we identified 14 significant vendors — Averetek, Balihoo, BrandMaker, Brandmuscle, Bridgeline Digital,...

    • Downloads: 467
  • 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: 454
  • For B2B Marketing Professionals

    Report:Manage Your Sales Enablement Charter Or Run Into A Perfect Storm

    How To Wear The Many Hats Of Sales Enablement

    To overcome the random acts of sales enablement investment generated by disparate, well-intended groups across the organization, B2B marketing professionals must develop a more holistic approach to...

    • Downloads: 211
  • For B2B Marketing Professionals

    Report:Threats To Their Traditional Sales Force Will Change The Focus For B2B Marketers

    Death Of A (B2B) Salesman

    This report, originally written for eBusiness and channel strategy professionals, includes content relevant to B2B marketers, especially those leading sales enablement initiatives in...

    • Downloads: 272
  • For B2B Marketing Professionals

    Report:A Guide To Hiring More Effective Salespeople

    Introducing The Forrester Salesperson Hiring Tool

    Elevated buyer expectations and more complex B2B buying environments mean that you must precisely identify the key sales candidate attributes your buyers need. This calls for a new approach to hiring...

    • Downloads: 174
  • For B2B Marketing Professionals

    Report:Scale Your B2B Customer Obsession With A Go-To-Customer Strategy

    Introducing Forrester's GTC Strategy Matrix

    B2B marketers get it. They know they need to operate across their sales and marketing silos and get beyond portfolio-centric campaigns to connect with buyers via specific, contextually relevant...

    • Downloads: 419
  • 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 B2B Marketing Professionals

    Report:New Technologies Emerge To Help Unearth Buyer Insight From Mountains Of B2B Data

    Determine Which Vendors To Work With By Matching Your Process Maturity To Desired Business Outcomes

    New technologies that can anticipate outcomes with a significant probability of accuracy can help B2B marketing professionals entice prospects, keep customers engaged, and justify their...

    • Downloads: 292
  • For B2B Marketing Professionals

    Report:Realizing Return On Channel Investment

    Create A System Of Insight To Unravel Program Dependency Chains

    Of all the challenges business-to-business (B2B) marketing professionals face with respect to their channel partners, none is more foundational or more pressing than their inability to determine and...

    • Downloads: 154
  • For B2B Marketing Professionals

    Report:The Forrester Salesperson Development Tool — Salesperson Self-Assessment

    Understanding The Characteristics Of Your Sales Messengers

    The salesperson self-assessment in the Forrester Salesperson Development Tool for B2B marketers provides sellers with the opportunity to think about and identify how they currently sell to...

    • Downloads: 21
  • For B2B Marketing Professionals

    Report:Quantify The Business Value Of Sales Enablement Automation

    Sales enablement (SE) automation initiatives must invariably answer the question, "What will we get for our money?" Sales enablement pros who lead these projects must build business cases correctly...

    • Downloads: 168
  • For B2B Marketing Professionals

    Report:Demand Insights: The SMB Software Market 2015

    SMB Software Adoption Reflects Customer Obsession

    The small and medium-size (SMB) market's laggard adoption of technology can be vexing to B2B marketing professionals. But SMBs are responding to the easing of the credit crunch with investment plans...

    • Downloads: 366
  • For B2B Marketing Professionals

    Report:B2B In-Person Events Need A Digital Makeover

    In-person events consistently grab the top spot on the business-to-business (B2B) marketer's program budget list. But marketers have long been conflicted about the value that these expensive...

    • Downloads: 281
  • For B2B Marketing Professionals

    Report:Reinforce Channel Partner Bonds In The Era Of The Cloud

    Complexity Warrants A New Approach To Partner Enablement

    The channel partner ecosystem is undergoing a massive upheaval, largely as a result of rapidly evolving cloud computing engagement and delivery models, and it will go through several tectonic shifts...

    • Downloads: 514
  • For B2B Marketing Professionals

    Report:2016 B2B Budget Plans Show That It's Time For A Digital Wakeup Call

    A greater proportion of the buyer's journey has shifted to the digital world, but the B2B marketing mix isn't keeping pace. Marketers must put 2016 budgets to work on shifting interactions seamlessly...

    • Downloads: 270
  • For B2B Marketing Professionals

    Report:Simplifying The Seller's Journey

    B2B Marketers Can Help Sellers Maximize Efficiency To Gain Effectiveness

    Understanding and simplifying the buyer's journey is a cornerstone of the age of the customer. But B2B marketers also need to consider the seller's journey. Conversations with users of sales...

    • Downloads: 127
  • For B2B Marketing Professionals

    Report:Brief: Five Keys To Sales Enablement Automation Success

    Set Yourself These Objectives When Implementing SE Automation

    B2B marketers face an overwhelming array of sales enablement (SE) technologies that run across a broad spectrum of features and functionality. Five key areas, ranging from content management to...

    • Downloads: 45
  • For B2B Marketing Professionals

    Report:The Forrester Salesperson Development Tool — Master

    Understanding The Characteristics Of Your Sales Messengers

    Successfully engaging with today's business buyers — from procurement professionals to executive buyers and their teams — requires different combinations of seller competencies. The...

    • Downloads: 24
  • 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: 727
  • For B2B Marketing Professionals

    Report:May The Force Of The Millennials Be With You!

    How To Engage, Enable, And Manage The Millennial Sales Rep

    In December of 2015, Millennials surpassed Baby Boomers as the nation's largest living generation. As the job market becomes filled with employees born from the 1980s and onward, go-to-market...

    • Downloads: 229