Kate Leggett

Vice President, Principal Analyst

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Announcing The CRM Forrester Wave™ Evaluations — And How To Use Them

Kate Leggett August 7, 2022
The global customer relationship management market is projected to grow from $63.91 billion in 2022 to $145.79 billion by 2029, at a CAGR of 12.5%. This second wave that CRM is experiencing is aimed at transforming engagement and business outcomes across an enterprise, surpassing its initial remit of increasing front-office productivity. Companies use CRM to […]
Blog

Industry CRM: A Cocreation Opportunity For Vendors And Their Partners

Kate Leggett May 17, 2022
More and more enterprises are opting for industry CRM solutions over its horizontal counterpart. These new solutions offer a vehicle for closer, more intentional relationships with the vendor's partners. This blog explores the top four benefits, as heard from the CRM vendors we spoke with.
Blog

Three Things Tech Executives Should Know Right Now About CRM

Kate Leggett March 24, 2022
CRM is a foundational front-office technology. Enterprises originally used CRM to provide operational efficiencies for sales, marketing, and customer service organizations. Today, CRM is undergoing a second wave of adoption, where it’s used more broadly to support customers through their end-to-end journeys. The city of Los Angeles used CRM to get emergency aid — $36 […]
Blog

Use Forrester’s Framework To Understand The CRM Landscape

Kate Leggett February 17, 2022
We all know that CRM today is not a singular technology. It’s a collection of discrete, composable technologies that cover a huge swath of capabilities for the front office — capabilities that depend on how complex your deployment is and the needs of your specific industry — yet irrespective of the characteristics of your organization, […]
Blog

The Future Of CRM: A Forrester Perspective

Kate Leggett January 25, 2022
Learn three key drivers that are expanding CRM’s remit and transforming the technology.
Blog

Zendesk’s Momentive Acquisition Paves The Road For A Customer Service-CX Data Highway

Colleen Fazio November 3, 2021
Customer service is a key driver of customer experience (CX), but technology silos often stand in the way of effective collaboration across CX and customer-facing teams. The recent announcement by Zendesk that it intends to acquire Momentive, parent of the well-known SurveyMonkey brand, has the potential to help users of both platforms break through this […]
Blog

Industry Clouds Accelerate Their Momentum Into 2022

Kate Leggett September 30, 2021
Struggling to use cloud to differentiate your brand? Learn about the rapidly-growing industry cloud market in this blog post.
Blog

CRM And DX Programs Are Set To Collide — Here’s What You Should Do About It

Kate Leggett September 15, 2021
When it comes to your customer engagement strategy, digital experience (DX) and customer relationship management (CRM) teams are often viewed as different breeds with different priorities. DX initiatives have an outside-in view in supporting a customer’s digital journey. DX technologies include marketing, commerce, and content management technologies that are purchased by the CMO, CDO, or […]
Blog

Agent Desktops: The Silent — And Costly — Tax On Your Agents’ Time And Energy

Andrew Hogan August 26, 2021
Coauthored with Kate Leggett.  I’ve asked before if it’s a given that employees should use frustrating systems. Should employees be forced to endure extra effort just because they choose to work at a company? Do their managers believe workers have to strain to feel like a full days’ work has been done?  Kate lives this […]
Blog

The Rise Of Industry Cloud Business Applications

Kate Leggett June 30, 2021
Verticalization is back! Why? Horizontal business applications — as mature as they are — don’t fully support industry-specific workflows that span the front and back office. Manufacturers must track projects, schedules, time sheets, and labor efficiencies that are not core to customer relationship management (CRM) or inventory management. Healthcare providers must manage a patient’s health […]
Blog

There’s A New Forrester Wave™ For Sales Force Automation — And The Leaders Embody Current Sales Trends

Kate Leggett April 21, 2021
COVID has upended business as we knew it, and sales organizations have felt this impact. Almost half of B2B US companies have slashed their sales teams. Sellers work from home, over digital channels, and sales managers have become much more data-driven and focused on post-sale engagement to preserve and grow revenue. There’s a much-needed increased […]
Blog

Microsoft Doubles Down On Healthcare And Conversational AI With $19.7B Purchase Of Nuance

Daniel Hong April 15, 2021
Earlier this week, Microsoft announced its intent to acquire Nuance for $19.7 billion in its second-largest acquisition after LinkedIn. For the past 15 years, Nuance has been the largest independent speech recognition vendor servicing healthcare and enterprise customer service markets. With this acquisition, Microsoft gets serious healthcare chops, an arsenal of conversational AI assets (including […]
Blog

Three Key CRM Trends In 2021 That Will Allow You To Better Engage Your Customers

Kate Leggett April 1, 2021
For a 30-year-old technology category, it is amazing to see the CRM (customer relationship management) industry continue to grow at a staggering rate. Why? Because CRM is at the heart of every business that wants to compete on customer experience. It enables companies to access 360-degree views of customers in real time to drive reliable, […]
Blog

Genesys To Acquire Bold360 — Heating Up The Battle For Digital Channel Dominance

Kate Leggett March 18, 2021
Few companies deliver great service because of the disjointed and overly costly tech ecosystem. Today, you need: Queuing and routing technologies to capture voice, digital, and social inquiries and route them to the right agent pool. Workforce optimization technologies to manage agent staffing, monitor the quality of service that they deliver, and coach them. Customer […]
Blog

Adopt Three Practices To Boost Resiliency For Customer Service

Kate Leggett February 15, 2021
Organizations that can rapidly react to changing customer behavior will lead. Those that struggle to meet the demands of this altered economy will fall further — if not entirely — behind.
Blog

How Customer Service Can Emerge Stronger From The Pandemic In 2021

Kate Leggett January 27, 2021
The pandemic exposed some gaping holes in customer service technologies and processes. Learn the three key areas where customer service organizations should focus in the year ahead.
Blog

Customer Service Technologies Are Variably Effective: Know Your Options

Kate Leggett January 19, 2021
The pandemic has elevated the importance of the customer service organization — and uncovered gaping holes in customer service processes and technologies. Read three key takeaways from our recent survey into customer service tech.
Blog

Facebook Looks To Monetize Messaging By Acquiring Kustomer And Extending Into Customer Service

Kate Leggett December 3, 2020
Facebook announced its intention to acquire Kustomer for $1 billion, adding digital customer service to its portfolio. Why the focus on customer service? It’s because customers hold the power in interactions with companies. Customers demand easy, effective service that values their time and provides them with personal experiences that are in context of their actions. They increasingly use self-service and digital channels to interact with […]
Blog

Salesforce Picks Up (The) Slack To Extend CRM’s Reach Into Collaboration But Won’t Dethrone Microsoft Teams

Kate Leggett December 1, 2020
Find out how Salesforce plans to use the $28B buy to extend the reach of its CRM platform.
Blog

Evolve Your CRM From Departmental CRM To Unified CRM

Kate Leggett September 9, 2020
CRM is widely used by companies both big and small. Gone are the days when it was purchased as a monolithic on-premises application. Today, it’s almost exclusively deployed in the cloud. As CRM moved to the cloud, business leaders in charge of sales, service, and marketing drove the purchase. Sales leaders only cared about how […]
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