Best Practice Report

Harnessing Data For Post-Sale Customer Engagement

September 6th, 2018


Planning and executing a customer-centric post-sale experience requires attention to not only the desired outcomes and interactions that an ideal experience comprises, but also to the data that supports those interactions and allows practitioners to measure success and continuously improve. As organizations consider the customer experience they are trying to create, they must determine whether they have the reliable, accessible, complete, and compliant data to build it. In this report, we provide a framework for establishing data needs for the post-sale customer experience and ascertaining the data’s availability and accessibility.

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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.