Maturity Assessment

The B2B Postsale Engagement Readiness Assessment

Customer Marketing, Customer Success, And Customer Experience Alignment Is Crucial To Postsale Customer Engagement

November 18th, 2022
Amy Bills, VP, Principal Analyst
Amy Bills VP, Principal Analyst
With contributors:
Laura Ramos , Shari Srebnick , Lisa Nakano , Mike Pregler , Caroline Robertson , Alesia Garrett , Kate Pierpont

Summary

Postsale customer engagement helps customers attain maximum value from an organization’s offerings while setting the stage for account growth, retention, and customer advocacy. This assessment measures whether customer marketing, customer success, and customer experience functions in B2B companies have established foundations that focus on a common goal of delivering value for existing customers. There are 20 foundational elements that measure the alignment of these functions. The assessment score indicates an organization’s readiness to plan, execute, and measure cohesively.

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