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  • Kate Leggett
  • Customer Intelligence

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  • Report Gauge Your CRM Maturity

    Assessment: The CRM Playbook
    December 10, 2018 | Kate Leggett

    An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and...

  • Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 21, 2018 | Ian Jacobs, Kate Leggett

    Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • Report Assess CRM Capabilities To Pinpoint Opportunities

    Use Forrester's Best Practices Framework For CRM Success
    September 12, 2017 | Kate Leggett

    This report helps application development and delivery (AD&D) pros who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of automation and...

  • Report Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Use Forrester's Best Practices Framework For Customer Service Success
    August 28, 2017 | Kate Leggett, Ian Jacobs

    An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer....