Summary
Companies seeking more growth and profit must view the end of the buyer’s journey as the start of a next, connected phase: the postsale customer journey. B2B companies should carefully plan and manage the transition from prospect to customer to ensure value is attained and renewal and growth are likely. Sales, namely account managers, and customer success each have roles to play in managing the postsale customer journey. In this report, we outline the Forrester Postsale Customer Lifecycle Framework and discuss the roles, responsibilities, and points of alignment for the sales and customer success functions.
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