Best Practice Report

Migrating Customers To A New Offering

January 1st, 2018


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.

Want to read the full report?

Contact us to become a client

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.