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: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: 867
  • 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: 322
  • 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: 138
  • 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: 153
  • 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: 376
  • For B2B Marketing Professionals

    Report:Lead-To-Revenue Management Benefits Realization Plan

    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: 28
  • 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: 126
  • For B2B Marketing 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: 159
  • 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: 280
  • 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: 295
  • For B2B Marketing Professionals

    Report:The Forrester Salesperson Development Tool — Master

    Understanding The Characteristics Of Your Sales Messengers

    Successfully engaging with today's business buyers — from procurement professionals to executive buyers and their teams — requires different combinations of seller competencies. The...

    • Downloads: 22
  • For B2B Marketing Professionals

    Report:Brief: B2B Content Fails The Customer Engagement Test

    Stories, Narrative, And Video Help Shift The Focus To Customers

    Engaging content can mean the difference between creating a business opportunity and losing to a competitor. Nowhere is the struggle to produce compelling business-to-business (B2B) content more...

    • Downloads: 269
  • 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 linkage between the L2RM vision and the operational processes and tactics through which business-to-business (B2B) marketers will...

    • Downloads: 406
  • 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: 218
  • 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: 322
  • 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: 128
  • 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)...

    • For B2B Marketing Professionals

      Report:Improve Sales Hiring With Better Use Of Technology And Analytics

      To keep pace with the growing expectations of executive decision-makers and other people involved in buying business products and services, sales enablement professionals must improve their capacity...

      • Downloads: 90
    • 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: 225
    • For B2B Marketing Professionals

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

      The candidate self-assessment in the Forrester Salesperson Hiring Tool for sales enablement professionals provides sales candidates with the opportunity to think about and identify how they sell to...

      • Downloads: 21
    • 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: 166
    • 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: 98
    • 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: 123
    • 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: 121
    • 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: 329