Best Practice Report

Gaining Clarity: Aligning Headquarters And Regional Teams In The Postsale Grow/Advocate Phase

February 10th, 2020
Amy Bills, VP, Principal Analyst
Amy Bills VP, Principal Analyst

Summary

Postsale 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 grow/advocate phase of the customer lifecycle, headquarters and regional teams must collaborate on developing customer advocates and attaining cross-sell and upsell goals.

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