Best Practice Report

Driving Customer Advocacy: Implications For Sales Structure Design

December 6th, 2019

Summary

Besides closing the initial deal, sales leaders must focus on customer retention, growth, and advocacy to accelerate revenue growth. Sales structures must evolve to enable sales and customer success to deliver a differentiated and compelling customer experience that results in customer advocacy. In this report, we examine how sales leaders can drive customer advocacy by defining the job roles, responsibilities, and points of alignment required to deliver a compelling customer engagement.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.