Kate Leggett

Vice President, Principal Analyst

Forrester Bio

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Blog

Frenemies Forever — The Tension Between CRM And CCaaS Vendors

Max Ball May 23, 2024
The two technologies are increasingly encroaching on each other’s spaces. It's up to the brands that deploy these solutions to decide what functionality to take from which vendor — which is not a simple task.
Blog

Knowing When To Migrate To An Industry CRM

Kate Leggett April 26, 2024
Industry CRMs are highly verticalized solutions. Despite their value, companies are slow to adopt them. Learn why you should consider them.
Blog

AI Will Transform Customer Service Interactions As A Collaborative Partner

Kate Leggett April 1, 2024
Enterprise customer service solutions support customers over a breadth of channels and manage inquiries to SLAs. Embedded AI will make agents more productive and effective.
Blog

The Forrester Wave™: Customer Service Solutions, Q1 2024 — Key Learnings

Kate Leggett March 13, 2024
Great customer service sets companies apart, and you leave money on the table if you don’t meet your customers’ expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest in modern solutions. They enable organizations to serve and retain customers and […]
Blog

Push Forward To Become An Intelligent Enterprise That Delivers Real Business Value

Kate Leggett March 13, 2024
Learn the four biggest challenges enterprise business applications can mitigate to fast-path your intelligent enterprise technology strategy.
Blog

Introducing The Forrester Wave™: Sales Force Automation, Q3 2023

Kate Leggett October 17, 2023
Shareholders demand profitable, responsible revenue growth. Buyers expect you to deliver value at every step of the sales process. And sellers expect to be prompted to the best actions and steps to take to achieve quota. It’s really hard to deliver on all these expectations. Buying motions are complicated. They involve more business and IT […]
Blog

How GenAI Will Reshape CRM’s Value

Kate Leggett October 6, 2023
GenAI in CRM will make your front office more productive, help deliver better customer experiences, and unlock new revenue opportunities. Learn more in this post.
Blog

Forrester Data Shows High CRM Adoption But Low Satisfaction

Kate Leggett August 15, 2023
Every year, our clients at Forrester ask us about trends in customer relationship management (CRM) adoption. To help us answer these questions, Forrester fielded a survey to ask CRM decision-makers around the world about different aspects of their company’s overall CRM strategy. You can find all our insights in our report, Customer Relationship Management Market […]
Blog

Introducing The Financial Services CRM Landscape, Q2 2023

Kate Leggett June 14, 2023
Industry CRM is a clear choice in economic downturns for companies that are looking to get sustainable value from their tech investments. Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. At Forrester, we see financial services firms […]
Blog

How To Reduce Tech Debt In Your CRM Operations

Kate Leggett May 3, 2023
Uncover how to reduce tech debt in your CRM operations by understanding your CRM footprint, the CRM vendor landscape, and mapping a strategy to business outcomes.
Blog

Industry CRM Is A Clear Choice In Economic Downturns

Kate Leggett May 1, 2023
Companies must make decisions to modernize while navigating a challenging economic climate. They must balance the need for speed and agility against cost pressures. They must balance the need to better serve customers against pressures to reduce headcount. Forrester sees more companies turning to industry CRM to help manage these journeys. Our data backs this […]
Blog

Forrester Focuses The Lens On Industry-Specific CRM Solutions

Kate Leggett December 22, 2022
Enterprises are rapidly adopting industry-specific CRM. They are leaning into the promises to speed transitions to the cloud, to modernize the front office, and to enable enterprises to focus talent on creating brand differentiation. According to data and analytics decision-makers at enterprises from Forrester’s Data And Analytics Survey, 2022, the business priorities most frequently identified […]
Blog

Poor Change Management Kills CRM Success — Here Is How To Get It Right

Kate Leggett October 3, 2022
Ready to give up on your CRM deployment? Before you do, you should know: CRM is a huge market. It is valued at $63.91 billion today and projected to grow to $145.79 billion by 2029, at a CAGR of 12.5%. Eighty-two percent of enterprises use CRM. Yet when I surveyed hundreds of business and IT […]
Blog

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.
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