Kate Leggett

Vice President, Principal Analyst

Forrester Bio

Author Insights

BLOG

Top Trends For CRM In 2017 - It's All About Differentiated (Digital) Experiences

Kate Leggett February 7, 2017

We’re firmly in the age of the customer, where customers – not executives – decide how customer-centric their companies are. And while good customer experiences can help control costs, executives are more interested in their potential to fuel sustainable top-line growth. Forrester defines CRM as: The business processes and supporting technologies that support the key […]

Read More
BLOG

Top Trends For Customer Service In 2017: Operations Become Smarter And More Strategic

Kate Leggett January 31, 2017

In today’s world, customers decide how customer-centric a company is. Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion Looking ahead, Forrester sees 10 trends for 2017 that customer service professionals should take into account as they move the needle on the quality of service that they deliver: Here […]

Read More
BLOG

Findings From The Forrester CRM Wave For Midsize Organizations

Kate Leggett January 24, 2017

We included 11 vendors in the CRM Forrester Wave™ for midsize organizations. These 11 vendors reported a total of about 200,000 midsize customers. Compared to CRM vendors tackling the enterprise space, these vendors typically offer more streamlined – and sometimes simpler – capabilities. We saw some similar – and some strikingly different trends in this […]

Read More
BLOG

Findings From The Forrester CRM Wave For Enterprise Organizations

Kate Leggett January 4, 2017

The CRM market serving the large enterprise is mature. The market has consolidated in the past five years. For example, Oracle has built its customer experience portfolio primarily by acquisition. SAP, like Oracle, aims to support end-to-end customer experiences and has made acquisitions — notably, Hybris in 2013 — to bolster its capabilities. Salesforce made […]

Read More
BLOG

Field Service: Increasingly Important For Differentiated Customer Service Experiences

Kate Leggett October 14, 2016

Field service technologies are more than two decades old. Companies have leveraged them to coordinate the flow of work orders that came in as service requests to the contact center. They were able to reap real ROI by using these technologies to schedule technicians, manage their routes and their flow of work.  Today, with the […]

Read More
BLOG

The Demand For Industry-Specific CRM Explodes

Kate Leggett August 26, 2016

Horizontal CRM solutions — as mature as they are (and they have been around for 20+ years) — don't always do a good job at supporting industry-specific business processes. Consider these examples: CRM users in manufacturing need capabilities to track projects, schedules, time sheets, labor efficiencies, and equipment inventory in addition to core CRM attributes. […]

Read More
BLOG

The Democratization Of Customer Service Forces Vendor Consolidation

Kate Leggett July 10, 2016

Today, customers expect easy, effective customer service which build positive emotional connections.  And they expect this type of service from all companies that they do business with – companies that are both big and small.   Companies use complex software from different vendors to support customer service operations. They use: Queuing and routing technologies. They […]

Read More
BLOG

It's About Time That Salesforce Fixed Its Gaping Commerce Hole

Kate Leggett June 2, 2016

Salesforce announced today their intent to acquire Demandware for $2.8 billion – its largest acquisition to date. This move adds commerce to its CRM portfolio. It's an acquisition long due, with the question of why it took Salesforce so long to fill their gaping hole in CRM functionality – commerce functionality that its formidable CRM […]

Read More
BLOG

Modern CRM Drives Engagement, Relationship And Revenue

Kate Leggett May 18, 2016

CRM technologies are more than two decades old. In the early days of CRM, companies leveraged these solutions to provide "inside-out" efficiencies –  operational efficiencies for sales, marketing, and customer service organizations. CRM aggregated customer data, analyzed that data, and automated workflows for front line personnel.  Companies could easily argue business benefits by measuring operational […]

Read More
BLOG

For Customer Service Solutions, Bigger Is Not Always Better

Kate Leggett May 5, 2016

Years ago, I worked at a large customer service vendor. Our CEO had tasked us to "eat our own dog food" – that is implement our own solutions for our customer service operations which comprised of 40 or so tier 1 and 2 customer service agents. With these marching orders, I put a group of […]

Read More
BLOG

Your Customers Don't Want To Call You For Support

Kate Leggett March 4, 2016

Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. Our data backs this up: 53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to […]

Read More
BLOG

CRM Success Requires Focus On People, Not Only Technology

Kate Leggett February 18, 2016

There’s a very large graveyard of failed CRM projects. There’s more CRM initiatives that have spiraled out of control to become multimillion-dollar investments that negatively affected large numbers of customer-facing employees and didnt deliver any real results.  The cost of poor CRM adoption is twofold: underutilized investment and unmet business objectives. We recently ran a […]

Read More
BLOG

Forrester's Top CRM Trends For 2016 And Beyond

Kate Leggett February 3, 2016

In the age of the customer, executives don’t decide how customer-centric their companies are — customers do. And while good customer experiences can help control costs, executives are more interested in the potential for sustainable top-line growth. Forrester defines CRM as: The business processes and supporting technologies that support the key activities of targeting, acquiring, retaining, […]

Read More
BLOG

Online Self Service Dominates Yet Again. Why? Its An Effortless Way To Get To Your Answers

Kate Leggett January 28, 2016

Customers demand accurate, relevant, and complete answers to their questions upon first contact – served up as painlessly as possible –  so they can get back to what they were doing before the issue arose. Forrester data backs this up: In our December 2015 “Customer Lifecycle Survey,” we found that 53% of customers are likely […]

Read More
BLOG

Forrester's Top Trends For Customer Service In 2016

Kate Leggett January 6, 2016

It’s a no-brainer that good customer service experiences boost satisfaction, loyalty, and can influence top line revenue. Good service — whether it’s to answer a customer’s question prior to purchase, or help a customer resolve an issue post-purchase should be easy, effective, and strive to create an emotional bond between the customer and the company. […]

Read More
BLOG

Enterprise And Midsize Customer Service Solutions - What's The Difference?

Kate Leggett December 18, 2015

When looking to purchase a customer service solution, buyers have to remember that more features is not better; many times more is just more. In fact, when you don't need or can't use extra features, more is sometimes worse. With this in mind, we see that customer service solutions fall into two primary groups to […]

Read More
BLOG

The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q4 2015

Kate Leggett December 17, 2015

The customer service vendor space is a mature space. Yet there have been many changes in the last five years and clearly more to come. Two driving factors will accelerate these changes: Big fish eat little fish, and each bite broadens the reach of the big fish. The customer service market has consolidated in the last […]

Read More
BLOG

Knowledge Management Delivers Real Results For Customer Service

Kate Leggett November 24, 2015

Why the continued focus on knowledge management? It’s because customers increasingly leverage web self-service as a first point of contact with a company. In 2014, web self-service was the most commonly used communication channel for customer service, exceeding phone use.  And good web self-service relies on a solid foundation on knowledge management. Companies are also […]

Read More
BLOG

The Time Is Now To Invest In Knowledge Management

Kate Leggett October 2, 2015

All that customers want these days is effortless engagement. 55% of US online adults say that they are very likely to abandon their online purchase if they cannot find a quick answer to their question. 77% say that valuing their time is the most important thing a company can do to provide them with good […]

Read More
BLOG

CRM is Fragmenting. It's A Controversial Topic

Kate Leggett September 30, 2015

CRM purchasing is undergoing a sea change. I see that companies are no longer purchase heavyweight, end-to-end CRM solutions that have had the reputation of being complex, expensive and hard to implement – even if they have great industry specific capabilities. They itend to mpede user productivity with a bloated set of capabilities that many […]

Read More