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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50 results in Reports

  • Past 18 months
  • Sales Enablement
  • For Sales Enablement Professionals

    Report:What Do Executive Buyers Find Valuable?

    Your buyers have changed, and there are some things you should know about them if you expect to get any money out of their wallets. If you are a sales, marketing, product, or other leader with...

    • Downloads: 196
  • For Sales Enablement Professionals

    Report:Valuable Message Development For B2B Marketing In The Context of Sales Enablement

    Introducing Forrester's Message Framework For Content Creation And Audit

    The starting point for creating valuable content is a framework of your buyers' varying information needs across their journey — from recognizing that they have a problem to settling on how to...

    • Downloads: 298
  • For Sales Enablement 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: 188
  • For Sales Enablement Professionals

    Report:Use The L2RM Platform Forrester Wave™ To Support Buyer Engagement

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

    This report, originally written for customer insights professionals, includes content relevant to professionals responsible for sales enablement, especially those leading marketing for B2B companies....

    • Downloads: 236
  • For Sales Enablement 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: 71
  • For Sales Enablement Professionals

    Report:What Does It Take To Win With Executive Buyers?

    The Early Bird Catches The Worm

    Your buyers have changed; catch up! There are some things you should know about your buyers if you expect to get any money out of their wallets. If you are a sales, marketing, product, or other...

    • Downloads: 220
  • For Sales Enablement Professionals

    Report:Why Do Salespeople Think Buyers Meet With Them?

    Salespeople in different roles (e.g., strategic accounts, geographic, inside sales) and with different levels of experience have very different perspectives on selling — or do they? There are...

    • Downloads: 143
  • For Sales Enablement Professionals

    Report:Enabling Value-Added Resellers In Asia Pacific

    Support Your Channel Partners' Services-Driven Transformation

    IT resellers in Asia Pacific (AP) are being affected by technological disruptions and changing IT consumption models. Selling hardware and software alone is no longer the most profitable business...

    • Downloads: 128
  • For Sales Enablement 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: 3
  • For Sales Enablement Professionals

    Report:Clarity Is Key To Sales Enablement Success

    Discipline And Focus Separate Leading Companies From The Pack

    The number of sales enablement positions and interest in the topic have exploded over the past five years, yet many questions remain about what it is or which organization should own it. While many...

    • Downloads: 175
  • For Sales Enablement Professionals

    Report:Elevate Your Sales Training Impact With A Strategic Framework

    Introducing Forrester's Sales Training Solution Framework

    Buyers command more power in the marketplace than ever before, and consequently they have greater expectations for sales reps they meet with. Sellers who do not understand and cannot help solve their...

    • Downloads: 154
  • For Sales Enablement Professionals

    Report:The Failing School System For B2B Sellers

    Your buyers have changed, and there are some things you should know about them if you expect to get any money out of their wallets. If you're accountable for helping your company achieve its revenue...

    • Downloads: 147
  • For Sales Enablement 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: 90
  • For Sales Enablement Professionals

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

    Vision: The Channel Partner Loyalty Playbook

    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: 434
  • For Sales Enablement Professionals

    Report:Improve Pipeline Health By Scoring Opportunities Through The Customer's Lens

    How To Methodically Gauge Buyer-Perceived Value

    As sales forces increasingly suffer from unhealthy pipelines, the usual prescription for more activity is actually contributing to the problem. Sales managers attribute lagging sales productivity to...

    • Downloads: 78
  • For Sales Enablement 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: 350
  • For Sales Enablement Professionals

    Report:Asia Pacific Tech Distributors' Business Confidence Is Waning

    Technology distributors are an integral part of the tech value chain in Asia Pacific and command a key role in the partner ecosystem of most tech vendors. To assess the health of the tech industry in...

    • Downloads: 36
  • For Sales Enablement 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 provides sellers the opportunity to think about and identify how they currently sell to buyers. By using a series of...

    • Downloads: 16
  • For Sales Enablement 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: 185
  • For Sales Enablement Professionals

    Report:Buyer Role Profile: Data Center Manager

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

    • Downloads: 148
  • For Sales Enablement 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: 274
  • For Sales Enablement 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: 35
  • For Sales Enablement Professionals

    Report:Drive Sales Force Behavior Change With Strategic Motivation Programs

    Deploy Technology-Enabled Gamification To Improve Sales Performance

    Motivating salespeople to change and do what you want them to do is a daily challenge for sales managers and other sales enablement professionals in almost every company. The long-practiced comfort...

    • Downloads: 80
  • For Sales Enablement Professionals

    Report:Tip The Balance From Reference Customers To Advocates

    Capture Buyer Satisfaction And Enthusiasm Earlier

    Most business-to-business (B2B) marketing budgets have a significant and recurring line item entitled "customer reference program," which involves extensive spending and effort so the sales force and...

    • Downloads: 237
  • For Sales Enablement Professionals

    Report:Why Do Sales Reps Believe They Lose Deals?

    Salespeople in different roles (e.g., strategic accounts, geographic, inside) and different levels of experience have very different perspectives on selling — or do they? There are some things...

    • Downloads: 184