Best Practice Report

Postsale Customer Needs: Deliver/Initiate Phase

Lisa Nakano
Jan 01, 2018

Summary

Forrester conducted a study of more than 400 B2B executives and users to uncover customer preferences during the postsale customer lifecycle. Customers’ views of their experience and their needs in the deliver/initiate phase of the customer lifecycle may not map to providers’ priorities for interactions and content. In the first phase of the postsale relationship, the customer’s role has a strong influence on the interactions and content required.

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