Summary
B2B organizations that prioritize, resource, align, and measure the value of postsale engagement with customers are rewarded with customer retention, loyalty, and advocacy. A deep, mutually valuable relationship with the customer base not only improves a company’s profitability and growth, but it also protects against economic turbulence and unforeseen crises. In this report, we define the three capabilities leaders must focus on to achieve effective postsale customer engagement: customer experience, customer marketing, and customer success.
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