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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89 results in Reports

  • Past 18 months
  • B2B Marketing
  • 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: 433
  • For B2B Marketing Professionals

    Report:Build An Adaptive, Efficient Process To Elevate Leads To Revenue

    Processes: The Lead-To-Revenue Playbook

    A well-designed and documented lead-to-revenue management (L2RM) process enables scalability, roots out excess cost, improves marketing execution, and provides the basis for continuous incremental...

    • Downloads: 667
  • 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: 146
  • 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: 307
  • For B2B Marketing Professionals

    Report:Navigate The Journey From L2RM Vision To Success

    Road Map: The Lead-To-Revenue Playbook

    This report details the steps you need to follow — and in what order — to develop the implementation road map to operationalize your lead-to-revenue management (L2RM) vision. L2RM is a...

    • Downloads: 350
  • For B2B Marketing Professionals

    Report:Forrester Groundswell Award Winners Provide Hope To Struggling B2B Marketers

    Two Winners And One Finalist Demonstrate That Social Marketing Can Deliver Business Value With The Right Approach

    B2B marketing professionals trip and stumble trying to find social marketing approaches that can make the slightest dent in their business objectives. The good news is that some marketers have...

    • Downloads: 59
  • 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: 346
  • 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:Gauge Your L2RM Progress And Success

    Benchmarks: The Lead-To-Revenue Playbook

    Business-to-business (B2B) marketers implementing a lead-to-revenue (L2R) process for the first time, or expanding an immature L2R program, often feel they are navigating uncharted waters — but...

    • Downloads: 319
  • For B2B Marketing Professionals

    Report:Navigating Tech Industry Channel Changes And Churns

    The 10 Most Significant Trends Affecting The Tech Channel

    The changes churning the tech channel are at an all-time high. Yes, channel partners are finally starting to get the gist of cloud business models, and they are developing services businesses around...

    • Downloads: 57
  • For B2B Marketing Professionals

    Report:How To Design Communities For B2B Marketing

    A Guide To Creating A Community Strategy Using Forrester's CLICK Framework

    There is tremendous opportunity for B2B marketers to deploy online communities that help decision-makers discover, explore, and engage with their company. But many find it challenging to craft a...

    • Downloads: 151
  • 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: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: 108
  • For B2B Marketing Professionals

    Report:Lead-To-Revenue Management Benefits Register

    This provisional lead-to-revenue benefits register is a companion toolkit to "Plan, Don't Hope, For Lead-To-Revenue Benefits," the performance management report of the lead-to-revenue playbook. The...

    • Downloads: 23
  • For B2B Marketing Professionals

    Report:Direct Your 2015 B2B Budget Gains Toward Creating Exceptional Customer Experiences

    For this report, Forrester and Direct Marketing News (DMN) jointly surveyed a new crop of 132 business-to-business (B2B) marketing executives about their 2015 budget plans and expectations. The...

    • Downloads: 297
  • 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: 371
  • 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: 168
  • 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: 106
  • 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: 207
  • 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:The Clash Of The Partner Channel And eCommerce

    Customer Empowerment Spurs A New Channel Conflict

    The partner channel has long been a critical route to market for most B2B verticals. But eCommerce, long and increasing in popularity in the consumer market, is now becoming more relevant and popular...

    • Downloads: 185
  • 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: 240
  • 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: 96
  • For B2B Marketing Professionals

    Report:New Technologies Emerge To Help Unearth Buyer Insight From Mountains Of B2B Data

    Determine Which Vendors To Work With By Matching Your Process Maturity To Desired Business Outcomes

    New technologies that can anticipate outcomes with a significant probability of accuracy can help B2B marketing professionals entice prospects, keep customers engaged, and justify their...

    • Downloads: 146
  • For B2B Marketing Professionals

    Report:Automate Your End-To-End L2RM Process

    Tools And Technology: The Lead-To-Revenue Playbook

    A myriad of marketing automation vendors are vying to claim leadership in providing the software platforms to automate the lead-to-revenue management (L2RM) process. These marketing automation...

    • Downloads: 711