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: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: 217
  • 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: 58
  • For B2B Marketing Professionals

    Report:The 15 New Rules For Cracking The SMB Market

    SMBs' Knowledge Assimilation Requires New Go-To-Market Approaches For Tech And Financial Services

    As large as the small and medium-size business (SMB) market is, both in terms of sheer numbers and IT and business services spend, only a handful of tech vendors, financial services companies, and...

    • Downloads: 191
  • 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: 449
  • 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: 92
  • 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: 205
  • For B2B Marketing Professionals

    Report:The B2B Sales Force Digital Reboot

    Focus Your Sales Enablement Efforts On Navigators And Consultants

    Is the B2B salesman dead — or simply in need of a reboot? As B2B buyers increasingly include the digital channel in some or all of their purchase process, B2B marketers must partner with sales...

    • Downloads: 269
  • 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: 234
  • For B2B Marketing Professionals

    Report:Toolkit: Channel Incentive Program Management Solutions

    B2B marketers are prolific in their use of incentive programs to drive channel partners' (agents, brokers, distributors, resellers, etc.) behavior, productivity, and loyalty. But the majority of B2B...

    • Downloads: 2
  • 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: 427
  • For B2B Marketing Professionals

    Report:Make Sales Conversations An Integral Part Of Your Content Marketing Plans

    Top Marketers Keep A Customer Focus To Align Sales And Marketing Messages

    B2B marketing content fuels both effective demand creation and successful sales conversations. This report describes how B2B marketers can help sales become an effective content concierge by...

    • Downloads: 247
  • 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: 146
  • 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: 24
  • 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: 173
  • For B2B Marketing Professionals

    Report:Solid Content — Not Choice Of Tactics — Creates A Successful B2B Marketing Mix

    Survey Results Show That Content Builds Brand And Drives Revenue Most Effectively

    B2B marketers use an unprecedented number of tactics and channels to execute a marketing mix that encompasses both the digital and physical worlds. Yet our survey finds that no single approach works...

    • Downloads: 221
  • For B2B Marketing Professionals

    Report:Shift Focus To The Customer Life Cycle To Take L2RM To The Next Level

    Vision: The Lead-To-Revenue Playbook

    Savvy marketers are re-engineering their lead-to-revenue (L2R) process to transform marketing — from a top-notch supplier of leads for the load-bearing sales channel to the architect of...

    • Downloads: 1053
  • 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: 184
  • 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: 266
  • 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: 336
  • For B2B Marketing Professionals

    Report:Automate Your End-To-End L2RM Process

    Tools And Technology: The Lead-To-Revenue Playbook

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

    • Downloads: 864
  • 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: 631
  • 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: 302
  • 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: 2155
  • For B2B Marketing Professionals

    Report:How To Develop Valuable Messaging In The Context Of Sales Enablement

    A Strategic Messaging Architecture Informs Both Sales Content And Conversations

    Before B2B marketers can create valuable content, they must understand what buyers really care about and how these concerns change during the purchase journey. In this report, Forrester outlines an...

    • Downloads: 788
  • 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: 1155