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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87 results in Reports

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

    Report:Brief: Gauging Channel Partner Loyalty

    Introducing The Forrester Partner Loyalty Index Tool

    Competition for productive channel partners is acute in the tech industry and other business-to-business (B2B) verticals — so knowing your partners' loyalty is imperative. But loyalty is...

    • Downloads: 91
  • 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: 267
  • 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: 256
  • 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
  • For B2B Marketing Professionals

    Report:Brief: Boosting Channel Partner Engagement

    Partner Engagement Begets Partner Experience, Which Begets Partner Productivity

    Channel partner engagement — how and how often partners interact with business-to-business (B2B)/tech vendors — is critical, as engagement is a key indicator of partner loyalty and...

    • Downloads: 190
  • For B2B Marketing Professionals

    Report:Keep Your B2B Messaging Focused On Customers

    Build Segment-Level Messaging That Addresses Audience, Need, And Urgency

    Many B2B marketers — from the practitioner to the executive — struggle to make their messaging customer-centric and relevant. Forrester believes organizations should adopt a strategic...

    • Downloads: 190
  • For B2B Marketing Professionals

    Report:Brief: Sales Enablement Automation Needs A Platform

    The Space Between Marketing And Sales Force Automation

    In the age of the customer, managing and improving the customer experience is key to maintaining loyalty and increasing revenue whether you're business-to-consumer (B2C) or business-to-business...

    • Downloads: 76
  • 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: 388
  • For B2B Marketing Professionals

    Report:The Forrester Wave™: Through-Channel Marketing Automation Platforms, Q3 2015

    Amplify Your Marketing Voice With One Of These 14 Vendors

    In Forrester's evaluation of through-channel marketing automation (TCMA) platforms, we identified 14 significant vendors — Averetek, Balihoo, BrandMaker, Brandmuscle, Bridgeline Digital,...

    • Downloads: 375
  • 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: 23
  • 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: 115
  • 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: 197
  • 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: 145
  • For B2B Marketing Professionals

    Report:Tell Stories To Connect With Business Buyers

    Using Narrative Makes Content More Compelling

    Most business content fails to engage buyers. And marketers admit they struggle to make it more compelling. The solution to this problem is something we all know and love — a good story. To...

    • Downloads: 274
  • 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: 129
  • 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: 369
  • 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: 414
  • For B2B Marketing Professionals

    Report:Realizing Return On Channel Investment

    Create A System Of Insight To Unravel Program Dependency Chains

    Of all the challenges business-to-business (B2B) marketing professionals face with respect to their channel partners, none is more foundational or more pressing than their inability to determine and...

    • Downloads: 127
  • 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: 489
  • 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: 526
  • 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: 326
  • For B2B Marketing Professionals

    Report:B2B Inside Sales: "Inside Or Out?" — That Is The Question

    Why More B2B Companies Are Outsourcing Early-Stage Selling Activities

    As business-to-business (B2B) companies better align the buyer's and seller's journey, inside sales teams will play a more prominent role in the buyer's engagement process while simultaneously...

    • Downloads: 107
  • 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: 295
  • For B2B Marketing Professionals

    Report:Brief: 2016 Channel Marketing Challenges, Opportunities, And Budgets

    Channel-Oriented Companies Have More Potential, But Also More Pitfalls

    B2B marketers are immersed in the planning process for 2016. In addition to using their own "four walls" history and perspectives, marketers would be well advised to benchmark their performance and...

    • Downloads: 128
  • 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: 401