Kate Leggett

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 purchase if they cannot find a quick answer to their question. 77% say that valuing their time is the most...

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 of being complex, expensive and hard to implement - even if they have great industry specific capabilities. They itend to...

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 – all inside-out capabilities that help optimize their productivity, The problem is that today, customers control the conversation that they...

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 offer a breadth and depth of capabilities. Forrester groups chat vendors into 5 broad categories based on how their customers...

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. Chat usage rates have risen in the past three years — from 38% in 2009 to 43% in 2012 to 58%...

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 of up-front at the initial sale. This means that the duration of the customer relationship has an increasingly large economic...

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 value of customer success, actionable customer success best practices and insight from customer success practitioners, drew over 2000 attendees across...

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 back to what they were doing before the issue arose. Forrester data shows that 55% of US online adults are...

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 target mid-sized organizations. Here are a couple of examples of note: Microsoft, acquired Marketing Pilot in 2012 to round out...

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, focused on providing consistent end-to-end customer experiences across touchpoints, has acquired a great number of point solutions to round out...

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 over half of enterprise organizations have already implemented a CRM solution — and a high percentage are investing more to...

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 before the issue arose. Forrester data shows that 55% of US online adults are likely to abandon their online purchase...

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 is that core CRM capabilities are very, very commoditized. Just about every vendor can check the box on core SFA...

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 few years ago. Historically, CRM strategies have focused around operational efficiency gains like reduced marketing costs, increased revenues from salespeople,...

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 to this challenge as overall satisfaction with the quality of service over all communication channels is trending upwards. Moreover, customers have...

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 and beyond. Good service — whether it's to answer a customer's question prior to purchase, or help a customer resolve an...

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 software model, while others, such as publishing, computer storage, financial services, healthcare services, transportation, and business-to-business (B2B) software, are moving...

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 commoditized. New vendors are continually pushing the envelope on CRM capabilities and exploring the “white space” of capabilities that 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 large crowd this year, topping 60,000 attendees from over 145 countries. I spent my time at the CX Central conference-within-a-conference,...

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 57 to 67) and the Golden Generation (ages 68+). Users are satisfied with chat interactions as they can be less painful...

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