Model Overview Report

The Forrester Postsale Customer Engagement Design Framework

Supporting Postsale Engagement By Objective, Interactions, And Functional Ownership

August 19th, 2022
Amy Bills, VP, Principal Analyst
Amy Bills VP, Principal Analyst
With contributors:
Barbara Winters , Lisa Nakano , Caroline Robertson , Alesia Garrett , Ellen Lind

Summary

B2B customers’ engagement with the offering they’ve purchased and the selling organization they’re doing business with is a deciding factor in whether those customers stay with the company, increase their commitment, and advocate by telling their story to others. The Forrester Postsale Customer Engagement Design Framework complements the Forrester Postsale Customer Lifecycle Framework by providing a high-level structure for cross-functional planning of a postsale journey optimized to deliver value to the customer and the company.

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