Kate Leggett

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...

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...

Forrester’s Top Trends For Customer Service In 2015

As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015...

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

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...

Right Size Your CRM To Your Needs

CRM solutions have been on the market for a long time. The first products were introduced over two decades ago, and many features are...

Oracle Open World 2014: Focus on Cloud CRM

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...

Leverage the Power Of Proactive Chat For Predictive Engagement

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...

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

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,...

Lose The RFP Mindset When Selecting A CRM Solution

The traditional RFP-driven vendor selection process is heavyweight and often has undesirable outcomes: The RFP process it time- and resource-consuming. Forrester estimates that CRM vendor selection...

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