Summary
Customer experience suffers when customer-facing headquarters and regional teams are not aligned on roles and responsibilities. The results of an inconsistent or dissatisfactory experience during the early and middle stages of the customer lifecycle may not surface until the customer has to make a renewal decision in the retain/actualize phase — at which time containing the problem will be difficult. In this report, we identify solutions for misalignment between headquarters and regional teams during the retain/actualize phase of the Customer Lifecycle Framework.
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