Best Practice Report

Three Actions For Customer Engagement As Buying Behavior Evolves

July 10th, 2020


The potential changes to the post-sale lifecycle resulting from evolving buying behaviors can be challenging for B2B organizations. Expectations set during the buyer’s journey carry over to the customer journey, creating requirements for customer marketing, customer experience, and customer success teams to enhance their activities. In this report, we describe three specific actions that practitioners can take to improve post-sale customer engagement.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.