Despite growing recognition of the importance of customer engagement and the understanding that customer experience drives B2B buying decisions, firms often overlook the role of channel partners in the post-sales customer lifecycle. Customer engagement is a critical competency for suppliers and partners, but few partners focus on retention and growth for existing customers, expecting suppliers to define the post-sale customer lifecycle and provide supporting programs and resources. This report shows how SAP developed and executed a customer success program to align customer lifecycle goals and activities and enable partners to transform their post-sale customer engagement strategies.