Arming Internal Champions To Drive The Customer Journey

June 28th, 2023

With contributors:

Dave Frankland , Alesia Garrett , Kate Pierpont

Summary

Postsale adoption and value are critical to customer growth and retention, and champions inside customer organizations can play a vital role in supporting these goals. Customer engagement teams should engage internal champions within customer organizations to share the brand promise and help drive adoption, usage, and renewal. Successful enablement of internal champions includes peer validation, quick-start guidance, success stories, and shareable evidence of value and ROI. In this report, we review tactics that can identify and enable internal champions within customer organizations during each phase of the postsale customer lifecycle.

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