Summary
How B2B customers engage with an offering and interact with the selling organization determines whether they stay with a provider, increase their commitment, and/or advocate by telling their story to others. In this report, we introduce the Forrester Postsale Customer Engagement Design Framework, which complements the Forrester Postsale Customer Lifecycle Framework by providing a high-level structure for planning cross-functional postsale journeys optimized to deliver value to the customer and the company.
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