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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92 results in Reports

  • Past 18 months
  • B2B Marketing
  • 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: 131
  • For B2B Marketing Professionals

    Report:How Often Do Executive Buyers Want To Meet With Reps Again?

    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: 121
  • 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: 292
  • 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: 122
  • 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: 323
  • 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: 725
  • For B2B Marketing 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: 228
  • For B2B Marketing Professionals

    Report:Lead-To-Revenue Pioneers Discover It's Not Demand Generation On Steroids

    Landscape: The Lead-To-Revenue Playbook

    After bagging impressive early wins, lead-to-revenue management (L2RM) pioneers find it hard to sustain ongoing improvement. To learn why L2RM initiatives hit the wall, we analyzed 200 inquiries that...

    • Downloads: 153
  • 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: 458
  • For B2B Marketing 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: 446
  • For B2B Marketing 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: 245
  • 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: 343
  • For B2B Marketing Professionals

    Report:Pave The Way To Partner Loyalty Maturity

    Road Map: The Channel Partner Loyalty Playbook

    In this report, we present a compendious road map to guide sales enablement professionals through the steps to build a partner loyalty program or to revamp an existing one. Follow this road map...

    • Downloads: 366
  • 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 salesforce to meet buyers' expectations....

    • Downloads: 185
  • For B2B Marketing Professionals

    Report:B2B Marketers Can Govern L2RM With The Funnel But Must Design To The Customer Life Cycle

    The lead funnel (along with funnel derivatives such as the waterfall) gets well-deserved celebrity for giving business-to-business (B2B) marketing pros a metaphor to communicate the relevance of...

    • Downloads: 92
  • 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: 579
  • 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: 359
  • 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: 92
  • For B2B Marketing Professionals

    Report:Next-Generation Dashboards Put Data To Work To Drive B2B Marketing Decisions

    New marketing dashboard offerings deserve attention from business-to-business (B2B) CMOs, because these tools help convert dashboards from pipeline data displays and report aggregators to...

    • Downloads: 312
  • 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: 176
  • For B2B Marketing Professionals

    Report:Marketing Automation Success With European Companies

    Who's Hot In Europe? Local Vendor Innovations Thrive

    Wake up, sales enablement professionals, especially those of you in North America. Many of you in firms with marketing automation solutions have not yet seriously set up shop in Europe because you...

    • Downloads: 207
  • For B2B Marketing 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: 151
  • For B2B Marketing Professionals

    Report:What Do Reps Believe Makes A Meeting Successful?

    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: 147
  • 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: 72
  • 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: 48