Kate Leggett
Kate Leggett
Kate serves Business Process Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.
Forrester’s Top Trends For Customer Service In 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...
The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q4 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...
CRM Success Is Simple If You Avoid These Common Pitfalls
Sound Advice from 400 CRM Practitioners In today’s world, the only source of competitive advantage is one that can survive technology-fueled disruption – It’s the...
Enterprise and midsize customer service solutions – what’s the difference?
When looking to purchase a customer service solution, buyers have to remember that more features is not better; many times more is just more....
Knowledge Management Delivers Real Results For Customer Service
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...
The Time Is Now To Invest In Knowledge Management
All that customers want these days is effortless engagement. 55% of US online adults say that they are very likely to abandon their online...
CRM is Fragmenting. It’s A Controversial Topic
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...
The Fragmenting SFA Ecosystem
Sales organizations, for the last couple of decades, have used sales automation (SFA) to manage account and contact data, sales pipelines, territories and more...
Choose Your Chat Vendor From These 5 Categories
Customers are increasingly leveraging chat. But its difficult to determine what chat vendor solution to use as the market is crowded and chat vendors...
Chat – Core To The Promise Of Effortless Service
Customers today simply want efficient, effortless service, and are increasingly using chat as a way to get to the information that they are seeking....
The Customer Success Vendor Ecosystem Shows Signs Of Consolidation. Zuora Acquires Frontleaf
Our world is quickly moving to a subscription economy. In a subscription economy, the economic value of a customer is realized over time, instead...
Gainsight’s Pulse Conference Underlines The Importance Of Customer Success In A Subscription Economy
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...
Contact Centers Must Go Digital Or Die
Customers are impatient with poor service. They want an accurate, relevant, and complete answer to their question upon first contact so they can get...
The Forrester Wave: CRM Suites For Midsize Organizations, Q1 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...
The Forrester Wave: CRM Suites For Large Organizations, Q1 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,...
Get Input From The Right Stakeholders When Creating A Business Case For CRM
This year, organizations across industries show strong interest in revamping the technologies that they use to engage with customers. Our recent data indicates that...
Consumer Expectations For Customer Service Don’t Match What Companies Deliver
Customers want an accurate, relevant, and complete answer to their question upon first contact, so they can get back to what they were doing...
With So Much Commoditization In The CRM Landscape, How Do You Choose The Right CRM?
I have been working on evaluating a range of vendors for the CRM Wave which will be published in March. What I am seeing...
Forrester’s Top CRM Trends For 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...
Customer Service Channel Usage Highlights The Importance Of Good Self-Service
Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising...