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.

Refine your results




Market Imperatives




88 results in Reports

  • Past 18 months
  • B2B Marketing
  • 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: 348
  • 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: 357
  • For B2B Marketing Professionals

    Report:From Big Data To Actionable Insight: The Role Of Predictive Analytics In B2B Marketing

    A wealth of insights lies untapped in customer databases, on the Internet, and from smart devices, social activity, as well as a myriad of other unconventional sources. This information about how and...

    • Downloads: 420
  • For B2B Marketing Professionals

    Report:Turn Your Channel Into A Marketing Machine

    Through-Channel Marketing Amplifies Your Marketing Voice

    Most B2B companies have thought of B2B channels (agents, distributors, resellers, and so on) as distribution channels — or, more limitedly, sales channels — for many years. But B2B...

    • Downloads: 212
  • For B2B Marketing Professionals

    Report:Channel Partners' Shifting Value-Add — And Their Digital Potential

    Today's Value-Added Services Imperative: Broader, Deeper Business Relevance

    Channel partners historically have built their businesses on services that envelope physical goods: delivery/logistics, installation/configuration, onsite support, and so on. But as more and more...

    • Downloads: 44
  • 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:Predictions 2016: B2B Marketing's New Mission

    How The Mandate To Target Lifetime Engagement Will Change B2B Marketing

    B2B buying has changed: Buyers prefer to do research themselves rather than rely on vendors' sales reps. The result: a dramatic shift in the role and focus of B2B marketing organizations. This brief...

    • Downloads: 193
  • For B2B Marketing Professionals

    Report:How Customer Activation Better Wins And Serves Business Buyers

    Customer-activated enterprises are firms that turn every customer interaction into new ways to differentiate experiences, deliver value, and capture value. Since marketing benefits the most when...

    • Downloads: 154
  • For B2B Marketing Professionals

    Report:Lead-To-Revenue Management Is 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: 274
  • 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: 172
  • 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: 259
  • 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: 490
  • 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: 266
  • For B2B Marketing 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: 183
  • For B2B Marketing Professionals

    Report:Thought Leadership: The Next Wave Of Differentiation In B2B Marketing

    From medical devices to heavy equipment, commercial products, technology, and financial and professional services, business-to-business (B2B) marketing professionals need to position their firms as...

    • Downloads: 2050
  • For B2B Marketing 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: 312
  • For B2B Marketing Professionals

    Report:The Forrester Salesperson Development Tool — Manager Assessment

    Understanding The Characteristics Of Your Sales Messengers

    The manager's assessment in the Forrester Salesperson Development Tool for B2B marketers helps sales managers objectively identify how they believe each salesperson on their team sells to buyers. By...

    • Downloads: 23
  • 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: 77
  • 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: 145
  • For B2B Marketing Professionals

    Report:Make Your B2B Marketing Thrive In The Age Of The Customer

    Four Investment Imperatives Help B2B Firms Get Customer-Obsessed

    The next wave of competitive advantage will come from deep customer knowledge and actions based on an obsessive desire to deliver what your customers want before your nearest competitor does. To win...

    • Downloads: 1260
  • 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: 837
  • 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: 509
  • 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: 507
  • 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: 1067
  • For B2B Marketing Professionals

    Report:The Forrester Partner Loyalty Index

    To help eBusiness and channel strategy pros gauge their partners' loyalty, Forrester has developed an indexing tool — the Partner Loyalty Index. Channel partner loyalty can be readily measured. For...

    • Downloads: 25