Kate Leggett

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, strategy, and customer information. A good number of industry- and independent analysts attended, including Forrester's Ian Jacobs. Here are my...

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 projects take six to 12 months to complete. The effort involved to compile detailed requirements often produces something resembling a...

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 is using it, and when they are forced to use it, it is slowing them down instead of making their...

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 and customer service organizations when interacting with customers. They aggregated customer data, analyzed that data, and automated workflows to optimize...

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 the past 12 months. This parallels recent data from Accenture Global Consumer Pulse Research survey. This is because companies need...

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 answer to their question upon first contact, so they can get back to what they were doing before the issue...

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 best practices, and understand the value of this role. You could feel the energy of the 900+ conference members, fueled...

Do you have a large customer service team or a small one? Start here...

How do you start to narrow your choices when you are looking for the right customer service solution for your group. Start by asking whether your team is large or small, and whether your needs are primarily phone based, or whether you support your...

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 customer support capabilities. Vendors have folded new technologies such as social capabilities, business process management, decisioning, business intelligence, and mobility...

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 I put together our top trends for CRM in 2014. These trends are all about leveraging strategies and technologies for...

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 customer service operations, in order to keep customers satisfied and loyal to your brand, these are the top trends that...

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, it plugs some holes in the MS Dynamics CRM product, and gives Parature, a 13 year old company, a...

Verint Acquires KANA And Ushers In The Next Wave Of Consolidation In The Greater...

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 service technology ecosystem is complex and comprised of a great number of vendors that provide overlapping and competing capabilities. I've...

Chat For Customer Service – Many Options, But How Do You Choose The Right...

Customers are very comfortable using chat for customer service. Usage rates have risen in the past three years — from 30% in 2009 to 43% in 2012 – and we see this increase in all consumer demographics. Chat also has excellent satisfaction ratings as...

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 day event packed with product, strategy, customer and partner information. About two dozen industry and independent analysts attended this event,...

7 part series on customer service technology. Part 7 – Next steps for moving...

Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on customer service technology - and explains the what, why, how and when why technology questions. Part 1 reviewed the...

Oracle Open World 2013 – Focus on Oracle’s Customer Service Portfolio

This is my fourth time attending Oracle Open World in as many years. The show drew a large crowd this year - topping 60,000 attendees. I focused on customer service sessions highlighting the Oracle RightNow, Oracle Siebel and Oracle Knowledge (InQuira) products. I went...

7-Part Series On Customer Service Technology – Part 6: What Does This All Mean

Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on customer service technology - and explains the what, why, how and when why technology questions. Part 1 reviewed the...

7 Part Series On Customer Service Technology. Part 5 – Technology Maturity

Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on customer service technology - and explains the what, why, how and when why technology questions. Part 1 reviewed the...

7 part series on customer service technology. Part 4: How Is The Customer Service...

Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This 7-blog post series focuses on customer service technology - and explains the what, why, how and when why technology questions. Part 1 reviewed the...

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