Data Overview Report

Customer Engagement Responsibilities And Value Measures, 2023

Top Firms Lessen Conflict When They Share, Rather Than Split, Responsibilities

July 5th, 2023
Laura Ramos, Vice President, Principal Analyst
Laura Ramos Vice President, Principal Analyst
With contributors:
Dave Frankland , Pippin Evarts , Kate Pierpont

Achieving effective postsale customer engagement requires B2B organizations to define, align, and measure the value created by the customer experience, customer marketing, and customer success functions. This data overview provides insights into Forrester survey results that demonstrate how companies intend to delineate responsibilities between these functions. This data also shows a significant disparity between how companies determine whether customers get value today and the outcomes successful customer engagement teams can achieve.

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