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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Market Imperatives




90 results in Reports

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

    Report:The Forrester Salesperson Hiring Tool — Candidate Self-Assessment

    The candidate self-assessment in the Forrester Salesperson Hiring Tool for B2B marketers who are sales enablement professionals provides sales candidates with the opportunity to think about and...

    • Downloads: 22
  • For B2B Marketing Professionals

    Report:How To Create A Social Depth Strategy

    Drive Brand Exploration With A Winning Combination Of Content And Tactics

    If your buyers score high on the Social Technographics® explore factor, you can consider implementing a social depth strategy on your branded website(s). But before diving into social depth, you...

    • Downloads: 319
  • For B2B Marketing Professionals

    Report:CRM Plus Marketing Automation Equals Engagement

    Modern Marketing Widens The Lead-To-Revenue Process Gap

    Customer relationship management (CRM) has traditionally been the core technology that organizations use to manage customer relationships. So it's no wonder that B2B marketers and their technology...

    • Downloads: 222
  • 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: 153
  • For B2B Marketing Professionals

    Report:Forrester Groundswell Award Winners Provide Hope To Struggling B2B Marketers

    Two Winners And One Finalist Demonstrate That Social Marketing Can Deliver Business Value With The Right Approach

    B2B marketing professionals trip and stumble trying to find social marketing approaches that can make the slightest dent in their business objectives. The good news is that some marketers have...

    • Downloads: 70
  • For B2B Marketing Professionals

    Report:Why Buyers Don't Want To Meet Your Salespeople And What To Do About It

    Introducing Forrester's Seller Archetypes To Win, Serve, And Retain Customers

    As buyers become more empowered in the business-to-business (B2B) marketplace, the pressure is building for sales enablement professionals to prepare their sales force to meet buyers' expectations....

    • Downloads: 293
  • For B2B Marketing Professionals

    Report:Best Practices For Software Pricing And Licensing

    Grow Your Software Products' Revenue By Aligning Pricing With How You Deliver Business Value, While Balancing Simplicity And Fairness

    Forrester speaks with dozens of software company executives each year who are finding it difficult to decide the best way to package and price their software products, especially as they move their...

    • Downloads: 345
  • For B2B Marketing Professionals

    Report:Build New Roles, Skills, And Structures For L2R Success

    Organization: The Lead-To-Revenue Playbook

    Lead-to-revenue management (L2RM) standardizes, automates, and scales the practices needed to engage with customers across their life cycle — from early prospect to loyal advocate. But early...

    • Downloads: 497
  • 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: 204
  • For B2B Marketing Professionals

    Report:Brief: Gauging Channel Partner Loyalty

    Introducing The Forrester Partner Loyalty Index Tool

    Competition for productive channel partners is acute in the tech industry and other business-to-business (B2B) verticals — so knowing your partners' loyalty is imperative. But loyalty is...

    • Downloads: 82
  • For B2B Marketing Professionals

    Report:Do Your Salespeople Meet Your Buyers' Needs?

    Introducing The Forrester Salesperson Development Tool

    The characteristics of a successful salesperson are no longer easily identified or developed. As buyers' expectations increase, sales leaders require a new approach to salesperson development. The...

    • Downloads: 166
  • For B2B Marketing Professionals

    Report:How To Design Communities For B2B Marketing

    A Guide To Creating A Community Strategy Using Forrester's CLICK Framework

    There is tremendous opportunity for B2B marketers to deploy online communities that help decision-makers discover, explore, and engage with their company. But many find it challenging to craft a...

    • Downloads: 164
  • 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: 20
  • 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: 185
  • For B2B Marketing Professionals

    Report:Build An Adaptive, Efficient Process To Elevate Leads To Revenue

    Processes: The Lead-To-Revenue Playbook

    A well-designed and documented lead-to-revenue management (L2RM) process enables scalability, roots out excess cost, improves marketing execution, and provides the basis for continuous incremental...

    • Downloads: 683
  • For B2B Marketing Professionals

    Report:Plan, Don't Hope, For Lead-To-Revenue Benefits

    Performance Management: The Lead-To-Revenue Playbook

    A great number of benefits are forecast to build the lead-to-revenue management (L2RM) business case. Unfortunately, benefits don't always happen according to plan. In fact, they don't always happen...

    • Downloads: 155
  • For B2B Marketing Professionals

    Report:Case Study: SAP Simplifies Its Pricing

    SAP's Pricing Team Standardizes On Fewer Metrics While Better Aligning Licensing With Business Value

    Forrester recently published our software pricing and licensing best practices to help software company sales enablement (SE) professionals to decide how to package software into price list products,...

    • Downloads: 169
  • For B2B Marketing Professionals

    Report:Content Matters Across The Entire Life Cycle

    Include Post-Purchase Activity To Increase B2B Content Effectiveness

    Business-to-business (B2B) CMOs so fixate on acquisition in their content marketing efforts that they fail to deliver content that addresses the day-to-day realities that customers face when living...

    • Downloads: 342
  • 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: 228
  • For B2B Marketing Professionals

    Report:Using Selling Objectives To Corral Random Acts Of Sales Support

    Simplify Sales Content, Tools, And Training By Developing A Common Organizing Framework

    In an effort to improve the productivity of the sales force and drive more revenue, business-to-business (B2B) companies are inadvertently making it harder for individual salespeople to do their...

    • Downloads: 209
  • 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: 137
  • 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: 117
  • 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: 215
  • For B2B Marketing Professionals

    Report:Develop Your Revenue Growth And Acceleration Strategy

    Strategic Plan: The Lead-To-Revenue Playbook

    The lead-to-revenue management (L2RM) strategic plan provides the link between the L2RM vision and the processes and tactics through which B2B marketers will realize this vision. This report...

    • Downloads: 503
  • 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: 393