Best Practice Report

The Roles Of Sales and Customer Success In Post-Sale Customer Lifecycle Management

January 1st, 2018

Summary

The transition from prospect to customer must be carefully planned, and managed to drive retention, and growth. Understanding the post-sale customer lifecycle helps define the timing, triggers, and actions required to deliver value. Sales and customer success each have roles to play in managing the customer journey. Companies seeking more growth and profit must view the end of the buyer’s journey as the start of a new process and new roles for sales and customer success. In this report, we outline the Forrester Customer Lifecycle Framework and discuss the roles, responsibilities and points of alignment for the sales and customer success functions.

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