Summary
B2B companies that prioritize, resource, align on, and measure the impact of postsale customer engagement see positive impact on customer retention, loyalty, growth, and advocacy. A mutually valuable relationship with the customer base not only improves a company’s profitability and growth; it also protects against economic turbulence and unforeseen crises. In this report, we show why three key customer-facing functions within B2B companies must coordinate with each other and with internal stakeholders to optimize postsale engagement for the customer and the company.
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