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:Channel Partner Loyalty Capabilities Assessment

    Forrester's Channel Partner Loyalty Capabilities Assessment is a tool that illustrates and scores the seven critical program elements that contribute to channel partner loyalty.

    • Downloads: 57
  • For B2B Marketing Professionals

    Report:Threats To Their Traditional Sales Force Will Change The Focus For B2B Marketers

    Death Of A (B2B) Salesman

    This report, originally written for eBusiness and channel strategy professionals, includes content relevant to B2B marketers, especially those leading sales enablement initiatives in...

    • Downloads: 143
  • 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: 293
  • 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: 318
  • 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: 125
  • For B2B Marketing Professionals

    Report:Executive Q&A: How Online Communities Help You Achieve A Social Depth Objective

    Online communities have been undervalued by marketing leaders. According to a recent Forrester survey, communities are one of the least adopted tactics, yet they receive the second-highest...

    • Downloads: 174
  • 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 provides sellers the opportunity to think about and identify how they currently sell to buyers. By using a series of...

    • Downloads: 19
  • 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: 149
  • 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: 181
  • 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: 479
  • 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: 23
  • 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 helps sales managers objectively identify how they believe each salesperson on their team sells to buyers. By using a series of...

    • Downloads: 22
  • 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: 165
  • 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: 106
  • 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: 91
  • For B2B Marketing Professionals

    Report:Best Practices For Social Content Hubs

    A social content hub can be an effective tactic for providing prospective buyers with a dynamic destination to explore your products and offerings. But before you invest in the resources and...

    • Downloads: 282
  • 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: 154
  • For B2B Marketing Professionals

    Report:The Forrester Salesperson Hiring Tool — Master

    To engage successfully with the modern business buyer — from procurement level to the executive — salespeople require a different combinations of skills and competencies. The Forrester...

    • Downloads: 27
  • 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: 208
  • 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:How Prepared Do Sales Reps Think They Are?

    As a leader responsible for delivering content or programs to prepare salespeople to have successful sales conversations, there are some important things you should know about the perspectives of...

    • Downloads: 196
  • 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: 317
  • For B2B Marketing Professionals

    Report:Do Your Salespeople Meet Your Buyers' Needs?

    Introducing The Forrester Salesperson Development Tool

    The characteristics of a successful salesperson are no longer easily identified or developed. As buyers' expectations increase, sales leaders require a new approach to salesperson development. The...

    • Downloads: 109
  • 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: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: 1002