Shari is an award-winning customer success professional and holds over a decade of account management and customer success experience. Focused on B2B post-sale engagement, Shari’s work helps customer success executives and functional leaders navigate the oft-changing landscape of customer success. She has held both practitioner and leadership roles at B2B software-as-a-service (SaaS) organizations.
The Forrester Postsale Customer Lifecycle Framework for B2B organizations identifies four phases of the postsale experience through customer and company lenses.
This report introduces the Forrester Customer Engagement Range Of Responsibilities Model.
Three customer-facing functions in B2B companies must coordinate with internal stakeholders and with each other to optimize postsale engagement.
Results from Forrester’s State Of Customer Engagement Survey, 2024 show where customer success professionals spend their time and effort and the challenges they face.
A transition checklist ensures a smooth and consistent transfer of customer information between sellers and customer success after a deal closes.
This report provides customer success and sales leaders with a primer on how to establish an effective account transition from sales to customer success.
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