The Forrester Retention Toolkit

March 9th, 2021

Lisa Nakano

Summary

When customer retention takes a back seat to new-customer acquisition, B2B organizations risk high churn rates and struggle to identify successful customers willing to share their stories. Organizations that manage the post-sale customer lifecycle proactively benefit from improved loyalty and retention and a wide selection of customer advocates. The Forrester Retention Toolkit supports organizations adopting a visionary approach to retention, those that are new to customer lifecycle management, and those that have identified necessary improvements in the efficiency and efficacy of their renewal or repurchase efforts.

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