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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19 results in Reports

  • Past 18 months
  • Marketing Organization & Culture
  • B2C Marketing
  • For B2C Marketing Professionals

    Report:Brief: Use Social Marketing To Advance Customers On Their Financial Services Journey

    Social Is More Than Just A Discovery Tool

    B2C marketing professionals in the financial services industry in Asia Pacific (AP) are active on social networks like Facebook and Twitter. But many are novices in using social marketing to win,...

    • Downloads: 67
  • For B2C Marketing Professionals

    Report:Score Your Mobile Marketing Maturity

    Assessment: The Mobile Marketing Playbook

    This report for marketers explains how to assess your mobile marketing capabilities. We find that although mobile budgets are beginning to increase, the majority of marketers are still in the early...

    • Downloads: 630
  • For B2C Marketing Professionals

    Report:Measurement Is A Digital Media Buyer's Best Friend

    Performance Management: The Digital Media Buying Playbook

    Every digital marketing leader knows that measurement is important, but levels of sophistication run the gamut from basic click-based measurement of one or two channels to seamless cross-channel...

    • Downloads: 811
  • For B2C Marketing Professionals

    Report:Build An Empowered Media Buying Team

    Organization: The Digital Media Buying Playbook

    Efficient and effective digital media buying requires a commitment to the right partnerships, staffing, and organizational structure. This organization report of the digital media buying playbook...

    • Downloads: 537
  • For B2C Marketing Professionals

    Report:Executive Q&A: How To Staff An Effective Social Marketing Team In Asia Pacific

    As marketing professionals in Asia Pacific scale, mature, and optimize their social marketing efforts, they struggle with organizational challenges, often in the form of rigid processes and resource...

    • Downloads: 60
  • For B2C Marketing Professionals

    Report:Evaluate Your Social Marketing Capabilities

    Assessment: The Social Marketing Playbook

    Despite widespread investment in social media tactics, marketing leaders still struggle to deliver solid business outcomes with their social efforts. And "social exceptionalism" — doing social...

    • Downloads: 2515
  • For B2C Marketing Professionals

    Report:Big Data's Big Meaning For Marketing

    Use Big Data To Deliver Context And Personalization At Scale

    In the age of the customer, it's not enough for your organization to simply meet your customers' needs. Today, your customers often expect you to anticipate their needs, in much the same way as the...

    • Downloads: 841
  • For B2C Marketing Professionals

    Report:Brief: Get The Most Out Of Stakeholder Meetings

    Stakeholder meetings make or break your emerging touchpoint marketing program. To make progress, you need to ensure you are prepared not just to profile the current opportunity but also to take the...

    • Downloads: 98
  • For B2C Marketing Professionals

    Report:The Search Marketing Operations Scorecard

    Processes: The Search Marketing Playbook

    Marketing leaders looking to evolve current search marketing efforts into customer-obsessed discovery marketing programs will find they can't do so without setting up a solid operational foundation...

    • Downloads: 879
  • For B2C Marketing Professionals

    Report:Brief: Digital Marketers Are Embracing eCommerce, And China Is Leading The Way

    As Obsolete Organizational Boundaries Fade, Digital Marketers Are Increasingly Taking Responsibility For eCommerce Initiatives

    As B2C digital marketing professionals become more directly responsible for business outcomes, they are gradually taking responsibility for eCommerce. Our research shows a clear trend toward merging...

    • Downloads: 47
  • For B2C Marketing Professionals

    Report:Organize For Mobile Marketing Success

    Organization: The Mobile Marketing Playbook

    Marketing teams are expanding their use of mobile across functional, geographic, and brand boundaries, and the mobile vendor ecosystem is still fragmented and increasingly convoluted. The result?...

    • Downloads: 585
  • For B2C Marketing Professionals

    Report:Mix Art And Science For Marketing Success

    Vision: The Marketing Mix Optimization Playbook

    In the age of the customer, people have access to more media and information channels than ever before— and marketers are struggling to allocate budget effectively across channels and properly...

    • Downloads: 1201
  • For B2C Marketing Professionals

    Report:Valuable Content Is Every Marketing Team's Job

    Organization: The Content Marketing Playbook

    Content marketing asks something more of marketers' content; it demands storytelling and a focus on building audiences and maintaining interest. Marketing organizations have long possessed only the...

    • Downloads: 326
  • For B2C Marketing Professionals

    Report:It's Time To Separate "Social" From "Media"

    Why Marketers Must Hand Social Ad Budgets To Media Buyers

    Paid advertising now accounts for 83% of marketers' social spending — and most companies hand their social ad budgets to social marketers. But they'd be wiser to let their media buyers handle...

    • Downloads: 177
  • For B2C Marketing Professionals

    Report:Marketers Need To Acquire Adaptive Skill Sets

    Organization: The Marketing Mix Optimization Playbook

    Most marketers have earned their stripes through corporate work experience and business-school training that takes a top-down linear approach to marketing planning and optimization. Today, winning,...

    • Downloads: 948
  • For B2C Marketing Professionals

    Report:Plan A Stream Of Emerging Touchpoint Programs

    No two organizations are the same, and that means there is no universal approach to developing a single emerging touchpoint. Developing a stream of these innovative touchpoints is even more...

    • Downloads: 101
  • For B2C Marketing Professionals

    Report:Best Practices For Display Marketing

    Processes: The Digital Media Buying Playbook

    As more and more marketing leaders buy digital media programmatically, the technologies and processes they use are rapidly maturing. Whether you're a digital media buying skeptic working to build a...

    • Downloads: 697
  • For B2C Marketing Professionals

    Report:Organize To Support Integrated Messaging

    Organization: The Email Marketing Playbook

    The future of email is integration with other marketing channels. But most email organizations today are too small and too operationally focused to be prepared for customer-focused integrated...

    • Downloads: 235
  • For B2C Marketing Professionals

    Report:Build A Better Digital Media Strategy

    Strategic Plan: The Digital Media Buying Playbook

    Moving up the digital media buying maturity ladder requires a plan that improves digital media buying practices across all six key dimensions of maturity over the long term: culture, organization,...

    • Downloads: 978