Kate Leggett

Vice President, Principal Analyst

Forrester Bio

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The Fragmenting SFA Ecosystem

Kate Leggett August 18, 2015

Sales organizations, for the last couple of decades, have used sales automation (SFA) to manage account and contact data, sales pipelines, territories and more – all inside-out capabilities that help optimize their productivity, The problem is that today, customers control the conversation that they have with companies. Customers increasingly demand effortless sales interactions that increasingly […]

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Choose Your Chat Vendor From These 5 Categories

Kate Leggett August 3, 2015

Customers are increasingly leveraging chat. But its difficult to determine what chat vendor solution to use as the market is crowded and chat vendors offer a breadth and depth of capabilities. Forrester groups chat vendors into 5 broad categories based on how their customers use these technologies. They are: Standalone Chat Vendors.  These vendors  provide […]

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Chat - Core To The Promise Of Effortless Service

Kate Leggett July 30, 2015

Customers today simply want efficient, effortless service, and are increasingly using chat as a way to get to the information that they are seeking. Chat usage rates have risen in the past three years — from 38% in 2009 to 43% in 2012 to 58% in 2014. We find that all demographics – young and […]

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The Customer Success Vendor Ecosystem Shows Signs Of Consolidation. Zuora Acquires Frontleaf

Kate Leggett May 22, 2015

Our world is quickly moving to a subscription economy. In a subscription economy, the economic value of a customer is realized over time, instead of up-front at the initial sale. This means that the duration of the customer relationship has an increasingly large economic impact on the company’s financial health. Being successful in this new economy […]

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Gainsight's Pulse Conference Underlines The Importance Of Customer Success In A Subscription Economy

Kate Leggett May 15, 2015

I attended Gainsight’s Pusle conference on customer success, held in San Francisco, on May 12 and 13. This conference, which focused on the economic value of customer success, actionable customer success best practices and insight from customer success practitioners, drew over 2000 attendees across 20 countries. This was more than double the size of last […]

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Contact Centers Must Go Digital Or Die

Kate Leggett April 23, 2015

Customers are impatient with poor service. They 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. Forrester data shows that 55% of US online adults are likely to abandon their online purchase if they can’t find a […]

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Oracle Aims To Put “The Customer” At The Core Of The Oracle CX Cloud

Kate Leggett April 7, 2015

This is a guest post by Fraser Tibbetts, Researcher on the AD&D team covering sales force automation software.   Oracle’s first ever Modern CX Conference in Las Vegas last week, with roughly 3,000 attendees, focused on Oracle’s vision for the CX Cloud suite of products. Instead of the usual focus on technology, executives focused on […]

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The Forrester Wave: CRM Suites For Midsize Organizations, Q1 2015

Kate Leggett April 2, 2015

The CRM market for enterprise organizations has consolidated in the last five years. Similarly, there's been a lot of movement with CRM vendors that target mid-sized organizations. Here are a couple of examples of note: Microsoft, acquired Marketing Pilot in 2012 to round out its marketing capabilities, and Parature in 2014 to fill in customer […]

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The Forrester Wave: CRM Suites For Large Organizations, Q1 2015

Kate Leggett March 26, 2015

The CRM market serving the large enterprise is mature. A great amount of consolidation has happened in the last five years. For example, Oracle, focused on providing consistent end-to-end customer experiences across touchpoints, has acquired a great number of point solutions to round out its customer experience portfolio. SAP, like Oracle, aims to provide consistent end-to-end customer […]

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Get Input From The Right Stakeholders When Creating A Business Case For CRM

Kate Leggett March 11, 2015

This year, organizations across industries show strong interest in revamping the technologies that they use to engage with customers. Our recent data indicates that over half of enterprise organizations have already implemented a CRM solution — and a high percentage are investing more to upgrade and expand their tool sets in the next few years. […]

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Consumer Expectations For Customer Service Don't Match What Companies Deliver

Kate Leggett March 3, 2015

Customers 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. Forrester data shows that 55% of US online adults are likely to abandon their online purchase if they cannot find a quick answer to their question; 77% […]

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With So Much Commoditization In The CRM Landscape, How Do You Choose The Right CRM?

Kate Leggett February 13, 2015

I have been working on evaluating a range of vendors for the CRM Wave which will be published in March. What I am seeing is that core CRM capabilities are very, very commoditized. Just about every vendor can check the box on core SFA and marketing automation features. There's a bit more difference if you […]

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Forrester's Top CRM Trends For 2015

Kate Leggett February 1, 2015

CRM is the foundational building block that allows empowered consumers and connected employees to do business in ways we could not imagine just a few years ago. Historically, CRM strategies have focused around operational efficiency gains like reduced marketing costs, increased revenues from salespeople, shorter sales cycles, or better customer service productivity. Its no wonder […]

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Customer Service Channel Usage Highlights The Importance Of Good Self-Service

Kate Leggett January 22, 2015

Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service over all communication channels is trending upwards. Moreover, customers have little appetite for long or difficult service interactions, including navigating […]

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Forrester's Top Trends For Customer Service In 2015

Kate Leggett December 17, 2014

As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015 and beyond. 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 pain-free, proactive at a minimum and preemptive […]

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Customer Success: A Hot New Software Category That Helps You Manage Your Customers

Kate Leggett November 2, 2014

We live in a subscription economy, thanks to the internet and cloud-based computing. Industries like media, entertainment, and telecommunications have fully embraced a subscription software model, while others, such as publishing, computer storage, financial services, healthcare services, transportation, and business-to-business (B2B) software, are moving in this direction. What has also happened in parallel is the […]

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Right Size Your CRM To Your Needs

Kate Leggett October 23, 2014

CRM solutions have been on the market for a long time. The first products were introduced over two decades ago, and many features are commoditized. New vendors are continually pushing the envelope on CRM capabilities and exploring the “white space” of capabilities that are not necessarily core to CRM. Old stalwarts are working on capabilities […]

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Oracle Open World 2014: Focus on Cloud CRM

Kate Leggett October 14, 2014

This is my fifth time attending Oracle OpenWorld in as many years. The show, held on September 28-October 2 in San Francisco, drew a large crowd this year, topping 60,000 attendees from over 145 countries. I spent my time at the CX Central conference-within-a-conference, dedicated to Oracle's Sales, Service and Marketing cloud. I went to […]

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Leverage the Power Of Proactive Chat For Predictive Engagement

Kate Leggett October 3, 2014

Chat as a customer engagement channel is being used more widely today than ever before. All demographics use it widely, even the Older Boomers (ages 57 to 67) and the Golden Generation (ages 68+). Users are satisfied with chat interactions as they can be less painful than a phone call or a self-service session gone awry. Proactive […]

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Realizing The Joint KANA-Verint Value Proposition Is A Work In Progress

Kate Leggett September 27, 2014

KANA Software (a Verint Company) was kind enough to invite me to their user conference on September 19-20. The event was packed with product, strategy, and customer information. A good number of industry- and independent analysts attended, including Forrester's Ian Jacobs. Here are my thoughts: Software categories are ripe for consolidation, and the KANA-Verint combination […]

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