Best Practice Report

Migrating Customers To A New Offering

January 1st, 2018

Summary

After a decision to sunset an offering, organizations must create transition plans to migrate customers to the offering’s replacement. Segment the customer base for the offering that will be sunsetted and develop transition plans for each segment. Formalized transition plans that are based on a detailed understanding of customers and their concerns are essential to minimize customer loss and maximize customer satisfaction during a migration. This report outlines a five-phase process for creating an effective transition plan that organizations can use to mitigate the risk of losing customers during product migration.

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