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.


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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Market Imperatives



36 results in Reports

  • Past 18 months
  • B2B Marketing
  • 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: 371
  • 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: 245
  • For B2B Marketing Professionals

    Report:Measure These Five Things To Continuously Improve Revenue Performance

    Continuous Improvement: The Lead-To-Revenue Playbook

    The seminal idea behind lead-to-revenue management (L2RM) was the need to calibrate marketing activities and budgets to revenue generation. But creating a system to improve the L2RM process requires...

    • Downloads: 814
  • For B2B Marketing Professionals

    Report:Use Third-Party Content To Attract And Persuade Elusive B2B Buyers

    Decision-Makers Prefer Neutral Expertise And Data When Selecting Technology Solutions

    What you have to say to business buyers is more important than where you choose to say it. Content that is credible, objective, and trustworthy fits the bill, but only if marketers use qualified...

    • Downloads: 119
  • For B2B Marketing Professionals

    Report:Transform Marketing With A Revenue-Relevant Customer Engagement Strategy

    Executive Overview: The Lead-To-Revenue Playbook

    The lead-to-revenue (L2R) playbook is for business and consumer marketers who must power up their L2R processes to achieve new customer acquisition, current customer expansion, and overall revenue...

    • Downloads: 1093
  • 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: 830
  • For B2B Marketing Professionals

    Report:Apply The Hawthorne Effect For Continuous Improvement

    Regularly Change How You Measure And Reward Partners

    In this time of high demand and constrained supply of channel partners, partner loyalty can be difficult to maintain, much less improve. Many channel professionals, in an attempt to buy partners'...

    • Downloads: 95
  • For B2B Marketing Professionals

    Report:May The Force Of The Millennials Be With You!

    How To Engage, Enable, And Manage The Millennial Sales Rep

    In December of 2015, Millennials surpassed Baby Boomers as the nation's largest living generation. As the job market becomes filled with employees born from the 1980s and onward, go-to-market...

    • Downloads: 259
  • 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: 626
  • 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: 276
  • For B2B Marketing Professionals

    Report:How Self-Service Research Changes B2B Marketing

    Facilitate The Customer-Driven Journey To Improve Engagement, Context, And Conversion

    B2B marketing is a victim of its own success. The explosion of content marketing has taught prospects that they no longer need to engage with salespeople early in the evaluation process to narrow...

    • Downloads: 195
  • For B2B Marketing Professionals

    Report:Brief: Marketo Goes Private

    To Create A New Marketing Automation Platform Or To Take A Break From Wall Street?

    On May 31, 2016, Marketo announced that it had entered into a definitive agreement to be acquired by Vista Equity Partners (Vista) for $1.79 billion in a stock for cash deal. In this brief, we...

    • Downloads: 92
  • For B2B Marketing Professionals

    Report:Vendor Landscape: Channel Incentive Program Management Solutions

    Bringing Order To Program Chaos

    In our interviews with channel partner principals, they strongly voice their desire that their B2B manufacturers/vendors target them (the principals) with their incentivization programs; and that...

    • Downloads: 120
  • For B2B Marketing Professionals

    Report:Make Your B2B Marketing Thrive In The Age Of The Customer

    Vision: The B2B Marketing Playbook

    The next wave of competitive advantage will come from deepening customer knowledge and taking action based on an obsessive desire to deliver what your customers want before your competitors do. To...

    • Downloads: 1574
  • 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: 291
  • For B2B Marketing Professionals

    Report:Embrace B2B Social And Meet Buyers On Their Terms

    Social Selling Helps Restore B2B Buyer And Seller Balance

    In a digital-first environment where the salesperson is no longer the sole purveyor of information, B2B buyers have more choices around how, when, and where they engage with vendors. Tight...

    • Downloads: 189
  • 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: 305
  • 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: 366
  • 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: 176
  • 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: 174
  • 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 L2RM business case. Forrester recommends that B2B marketing executives implement a benefits realization program to govern L2RM performance. This...

    • Downloads: 289
  • 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: 2205
  • For B2B Marketing Professionals

    Report:Mold Your Channel Organization To Your Channel Program Maturity

    The Channel's Value Goes Beyond Selling

    The channel management function often starts out as a suborganization of the sales function, and rightly so. But the channel function can become mired there as a "sales channel" and not reach its...

    • Downloads: 101
  • For B2B Marketing Professionals

    Report:Benchmark Your B2B Content Marketing Strategy And Maturity

    Auditing Practices Better Connects Marketing Content To Business Results

    To understand how well B2B marketers produce and share content that creates interest, relevance, and relationships, we surveyed 113 senior marketers to gauge their content development sophistication...

    • Downloads: 814
  • 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: 291