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 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...
Is Your CRM Not Working For You?
I get a lot of inquiries which go something like this: “we implemented a CRM solution from Vendor X, and it doesn’t work. Nobody...
The Modern CRM
Its Not Your Mother's CRM Anymore CRM technologies are over two decades old. Companies first used them to provide “inside-out” efficiencies;operational efficiencies for sales, marketing...
Vendors Battle For The Heart Of The Contact Center
Organizations fail to deliver a quality of service that customers expect. Our data shows that 67% of US online consumers say they've had unsatisfactory service interactions in...
Surprise! Customer Service Doesn’t Need To Be Delightful – Just Effective
Forrester data shows that valuing a customer's time is the most important factor in good customer service. Customers simply want an accurate, relevant, and complete...
What is customer success management and why is it important
I attended the Gainsight Pulse conference in San Francisco on May 14 which is a unique event for customer success managers to network, learn...
Do you have a large customer service team or a small one? Start here to choose the right vendor...
How do you start to narrow your choices when you are looking for the right customer service solution for your group. Start by asking...
The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q2 2014
During the past five years, the customer service capabilities leading vendors has matured as vendors have focused on solidifying the foundational building blocks of...
Forrester’s Top Trends For CRM in 2014
I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and...
Forrester’s Top Trends For Customer Service In 2014
In the Age Of The Customer, executives don't decide how customer-centric their companies are – customers. In an attempt to move the needle on...
Microsoft Acquires Parature To Better Position Against Multichannel Customer Service Vendors
On January 6, Microsoft announced their intentions to purchase Parature for a reported $100M. This event is a good thing all around. Net, net,...
Verint Acquires KANA And Ushers In The Next Wave Of Consolidation In The Greater Customer Service Space
Today's news of Verint's intent to acquire KANA ushers a new wave of consolidation in the greater customer service space. Today's customer...
Chat For Customer Service – Many Options, But How Do You Choose The Right Vendor?
Customers are very comfortable using chat for customer service. Usage rates have risen in the past three years — from 30% in 2009 to...
Good Momentum For Microsoft Dynamics CRM Reported At Their Fall Analyst Event
Microsoft was kind enough to invite me to their Fall Analyst Event at their headquarters in Redmond, WA on October 22. It's a 2...