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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.

Customer Service Myths, Half-Truths, and Total Nonsense….Continued

I got a lot of feedback from my last blog post, and I'd like to share my thoughts on each of these statements about...

Customer service myths, half-truths and nonsense

It is often said that managing a call center is more of an art than a science. Some customer service managers use standard operational...

Forrester’s 5 Key Capabilities for Customer Service

Businesses, in 2011, are refocusing on strategies that differentate them from their competitors. One way to do this is by focusing on customer service....

Understand the Customer Service Specialty Solutions Vendor Landscape To Plug Capabilities Gaps

In 2011, organizations will ramp up their multichannel customer service initiatives. This will be harder to do than in the past as customers now...

Forrester’s Top 10 Trends for Customer Service in 2011

With 2011 still bright and full of hope for most of us, what are the key trends that customer service professionals need to...

Where do you go from here, CRM technology?

MyCustomer.com recently asked me what my thoughts were about CRM- why initial CRM projects failed, what has changed to make deployments successful, and what...

The evolving successes of CRM – Part 2 of 3

MyCustomer.com recently asked me what my thoughts were about CRM- why initial CRM projects failed, what has changed to make deployments successful, and what...

CRM: The Challenges We’ve Had; Our Issues Today – Part 1 of 3

MyCustomer.com recently asked me what my thoughts were about CRM- why initial CRM projects failed, what has now changed to make deployments successful, and...

A Good Customer Service Experience Is Easier Said Than Done

Customers today are empowered. They want to decide how they interact with companies that they do business with. That means that not only does...

Clear Messaging And Execution Strategy With Microsoft Dynamics CRM 2011

Microsoft was kind enough to invite me to Microsoft's Dynamics Fall Analyst Event — a two-day event packed with product, strategy, customer, and partner...

Microsoft Dynamics CRM 2011 is Poised to Succeed

Microsoft was kind enough to invite me to their Microsoft's Dynamics Fall Analyst Event – a 2 day event packed with product, strategy, customer...

Is email dead? Perhaps in the SCRM world. If not, follow these email best practices

Consumers generally hate email for customer service - so much so that some analysts have said that email is dead, and has been replaced by the...

Self-Service: My New Bank Really Seems to Care About Me (and Yet We Never Meet)

I just moved my money to a new bank—a non-traditional, Internet bank where all business is done via web self service or email—and I...

Harness the Power of Technology for an Exceptional Customer Experience

My 13-year-old daughter tells me that I am an aging technology neophyte. Yet, I was able to go online to purchase my first smart...

Wouldn’t It Be Great If Bankers Used the Available Technology to Get to Know Their Customers?

I've been with my bank for a very long time—out of convenience. There is a branch within blocks of my home. I have a...

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