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.
Customer success leaders can use this report to understand the value they can expect from a customer success platform and to explore potential partners.
Respondents to Forrester’s Buyers’ Journey Survey, 2024 ranked customer success as the third most meaningful personal interaction type across all three phases of the purchase journey.
The Forrester Postsale Customer Engagement Design Framework is a concise template leaders can use to plan, execute, and assess postsale interactions.
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.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.