How common is customer marketing as a stand-alone function?
Is customer success becoming the new customer experience (CX) at B2B firms?
What is the range of responsibilities commonly shared by B2B CX teams like yours?
Are you interested in the answers to questions like these? Forrester’s customer engagement research group is, too!
We want to learn more about how customer marketing, customer success, and customer experience teams’ roles are growing and changing. So we launched a survey to study the changing scope of responsibilities among these teams and to learn how these changes can deliver more value to your customers.
Our survey includes questions about:
- Whether your company uses a direct sales/B2B motion. It must also have 50 or more employees and have earned US$10 million or more in your most recent fiscal year for you to qualify to take it.
- Your current situation — does your company employ people in certain post-sale functions, and which functions are responsible for which activities?
- Which teams, in your opinion, should hold certain responsibilities — as in a “best practice” situation.
- Business outcomes and value that your customer engagement teams create and how you measure that.
If you would like to participate, please click here to complete the survey before Friday, April 14, 2023. [NOTE: We have extended the original survey deadline to accommodate demand.] The survey should take between 10 and 15 minutes to complete.
If you are responsible for marketing to existing customers, are a customer success manager or leader, or are involved in customer experience design or assessment, sharing your experiences in the study would be very valuable to us. Anyone who completes the survey will receive a complimentary preview of the results as a “thank you” a few weeks after the survey closes.
If you complete the entire survey and choose to provide your contact information, Forrester will only use it to send you the preview. All responses will remain confidential, and we will report results in aggregate only. We will not share any personal or company information.
If you feel that someone else in your organization would be well suited to complete this survey — or would benefit from doing so — please feel free to share this post with them.
Looking forward to seeing the results and sharing them with you in April/early May!