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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93 results in Reports

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

    Report:Brief: Boosting Channel Partner Engagement

    Partner Engagement Begets Partner Experience, Which Begets Partner Productivity

    Channel partner engagement — how and how often partners interact with business-to-business (B2B)/tech vendors — is critical, as engagement is a key indicator of partner loyalty and...

    • Downloads: 121
  • For B2B Marketing Professionals

    Report:Foster Channel Partner Loyalty For Competitive Advantage

    Executive Overview: The Channel Partner Loyalty Playbook

    Business-to-business (B2B) vendors have long understood the power of channels and wielded their channel networks as competitive weapons. But the channel ecosystem is undergoing dramatic changes, and...

    • Downloads: 480
  • 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: 71
  • 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: 160
  • For B2B Marketing Professionals

    Report:Drive Continuous Improvement With A Holistic Measurement System

    Continuous Improvement: The Lead-To-Revenue Playbook

    The seminal idea behind lead-to-revenue management (L2RM) was the need to calibrate marketing's activities (and budget) to the result of revenue generation. But creating a system for sustained,...

    • Downloads: 601
  • For B2B Marketing Professionals

    Report:Automate Your End-To-End L2RM Process

    Tools And Technology: The Lead-To-Revenue Playbook

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

    • Downloads: 694
  • For B2B Marketing Professionals

    Report:What It Takes To Earn Strategic Provider Status

    Informing And Transforming Your Reps For Success

    North American technology salespeople have a grossly inflated idea about how many of their customers perceive their companies to be valued strategic suppliers. The fact is, buyers are more...

    • Downloads: 197
  • For B2B Marketing Professionals

    Report:Use LinkedIn For Social Reach Marketing

    Drive Awareness And Preference Among Business-Focused Consumers

    If you still think of LinkedIn as just a recruitment network, you're missing out. LinkedIn's launch of multiple content-publishing-platform features has provided brands with a unique opportunity to...

    • Downloads: 241
  • For B2B Marketing Professionals

    Report:The Clash Of The Partner Channel And eCommerce

    Customer Empowerment Spurs A New Channel Conflict

    The partner channel has long been a critical route to market for most B2B verticals. But eCommerce, long and increasing in popularity in the consumer market, is now becoming more relevant and popular...

    • Downloads: 135
  • 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: 141
  • For B2B Marketing Professionals

    Report:Balance People And Process To Fund L2RM

    Business Case: The Lead-To-Revenue Playbook

    Today business buyers have more access to information that lets them explore solutions prior to engaging in a formal purchase process. This puts marketing in the hot seat to drive customer interest...

    • Downloads: 226
  • For B2B Marketing Professionals

    Report:B2B Marketers Must Step Up To Message Management

    A Strategic Messaging Architecture Helps Marketing And Sales Stimulate, Sustain, And Scale Consistent Communication

    Savvy business-to-business (B2B) marketing leaders know that contextual, relevant content helps their company connect with customers through all the stages of the customer life cycle. But...

    • Downloads: 167
  • 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: 648
  • For B2B Marketing Professionals

    Report:Leverage The Channel Management Technology Spectrum

    Tools And Technology: The Channel Partner Loyalty Playbook

    Channel partners' loyalty to vendors and suppliers is waning, resulting in risk to vendors' and suppliers' wallet share and revenue growth with respect to their channel partners. Channel...

    • Downloads: 206
  • For B2B Marketing Professionals

    Report:A Guide To Hiring More Effective Salespeople

    Introducing The Forrester Salesperson Hiring Tool

    Elevated buyer expectations and more complex business-to-business (B2B) buying environments create an imperative to more precisely identify key sales candidate attributes customers need. This calls...

    • Downloads: 89
  • For B2B Marketing Professionals

    Report:Buyer Role Profile: Application Manager

    This report is designed to give sales enablement professionals an introduction to the application manager role, as well as an overview of the general concerns facing people in this position. The...

    • Downloads: 101
  • 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: 299
  • For B2B Marketing Professionals

    Report:The Selling System In The Age Of The Customer

    Part One: Illuminating The Gap Between Strategy And Execution

    The age of the customer is upon us. Buyers are more demanding, informed, value sensitive, and have more choices available to them than at any other point in history. As executive leaders drive...

    • Downloads: 357
  • 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: 180
  • 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: 767
  • For B2B Marketing Professionals

    Report:Results Chain Modeling For L2RM Benefits Realization

    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: 15
  • For B2B Marketing Professionals

    Report:From Priming The Pipeline To Engaging Buyers: The B2B CMO's New Role In Sales Enablement

    Advances in automation increase visibility and accountability surrounding lead-to-revenue processes. Despite this, tensions between marketing and sales persist concerning the quality of support that...

    • Downloads: 270
  • For B2B Marketing Professionals

    Report:Nurture Thought Leadership To Nurture Your Brand

    Make Thought Leadership The Tip Of Your Content Marketing Pyramid

    Great marketing content fuels the demand generation engine, boosts brand visibility, and attracts buyers interested in the problems your company can solve. But when business-to-business (B2B)...

    • Downloads: 953
  • For B2B Marketing Professionals

    Report:The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, Q1 2014

    Due Diligence Required: These Vendors Are Great At Marketing

    In Forrester's 75-criteria evaluation of lead-to-revenue management (L2RM) platform vendors, we identified the nine most significant solution providers in the category — Act-On, Adobe,...

    • Downloads: 897
  • For B2B Marketing Professionals

    Report:Overhaul Sales Training To Win And Retain More Customers

    Replace 20th-Century Training With Modern Sales Learning Methods And Technology

    Digitally empowered buyers are a growing force in the age of the customer, putting pressure on B2B salespeople to learn and use new competencies in order to continue winning sales. Sales enablement...

    • Downloads: 126