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  • Kate Leggett
  • Strategy Planning & Governance

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  • Report Capitalize On SaaS CRM Solutions With Better Governance

    Organization: The CRM Playbook
    August 20, 2018 | Kate Leggett

    Organizations increasingly adopt software-as-a-service (SaaS) CRM solutions, but few have adapted their governance processes and policies to get maximum value out of those solutions. The move to...

  • Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    March 6, 2018 | Kate Leggett, John Bruno

    To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

  • Report Better Governance Leads To Better Customer Service — Yes, Really!

    Processes: The Contact Centers For Customer Service Playbook
    March 2, 2018 | Ian Jacobs, Kate Leggett

    Companies struggle to deliver reproducible, effective, and personalized customer service that's in line with customers' expectations and companies' cost constraints. Siloed governance processes are...

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