Best Practice Report

Gaining Clarity: Aligning Headquarters And Regional Teams In The Post-Sale Develop/Participate Phase

November 15th, 2019
Amy Bills, VP, Principal Analyst
Amy Bills VP, Principal Analyst

Summary

Post-sale customer engagement should ensure consistently positive relationships that set the stage for renewal and growth. Customer experience suffers when customer-facing headquarters and regional teams are not aligned on roles and responsibilities. During the develop/participate phase of the customer lifecycle, headquarters and regional teams must be aligned on feedback, customer communities and customer-centricity.

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