Best Practice Report

Gaining Clarity: Aligning Headquarters And Regional Teams In The Post-Sale Retain/Actualize Phase

January 7th, 2020

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.

Want to read the full report?

This report is available for individual purchase ($1495).

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.