Resources for the Customer Engagement Leader

SiriusDecisions helps customer engagement leaders justify to senior management the imperative for a new role aimed at getting and keeping customers loyal. We effectively pioneered the concept of customer engagement, helping organizations define their needs, overcome challenges and access the tools they need to make the case for customer engagement. Explore content for this role below.

  • The SiriusDecisions Customer Engagement Range of Responsibilities Model

    The SiriusDecisions Customer Engagement Range of Responsibilities Model

    The SiriusDecisions Customer Engagement Range of Responsibilities Model defines the role of customer engagement across three disciplines – customer experience, customer marketing and customer success.

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  • 2018 State of B-to-B Tech Investment: What Companies Need to Know Now

    2018 State of B-to-B Tech Investment: What Companies Need to Know Now

    In this e-book, we explore the technology investment plans of b-to-b orgs, why they continue to struggle to see a return on their technology investments, and a fundamental shift that is required.

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  • Customer Engagement Planning Assumptions Guide 2019

    Customer Engagement Planning Assumptions Guide 2019

    In this guide, we describe five trends that customer engagement leaders should incorporate into their planning for 2019.

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  • The SiriusDecisions Customer Lifecycle Framework

    The SiriusDecisions Customer Lifecycle Framework

    Learn how to support the customer lifecycle in a systematic way to drive loyalty, retention and growth.

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  • Check out featured stories from our SiriusStars

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  • Digital Transformation: Not Just a Buzzword

    Digital Transformation: Not Just a Buzzword

    Learn how to assess and develop a digital transformation project plan based on our new SiriusDecisions Transformation Model.

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  • Defining Digital Transformation

    Defining Digital Transformation

    Among SiriusDecisions Summit 2018 highlights were Gil Canare and Marisa Kopec’s presentation “Digital Transformation: What Does It Mean and What Must B-to-B Leaders Do to Make It Successful?” In...

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  • Customer Engagement: The Range of Responsibilities Defined

    Customer Engagement: The Range of Responsibilities Defined

    For customer experience, customer marketing and customer success leaders, it’s important to understand that although each function has separate and distinct responsibilities, working together...

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  • Customer Engagement Pathway

    Customer Engagement Pathway

    Enhance your customer engagement capabilities to help improve retention and growth.

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  • SiriusDecisions Command Center Walkthrough

    SiriusDecisions Command Center Walkthrough

    Watch our walkthrough video to learn how you can use the SiriusDecisions Command Center to compare performance against peers, justify investments and get fact-based visibility into progress and gaps.

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  • Customer Experience Governance – Three Models

    Customer Experience Governance – Three Models

    There are three models that b-to-b organizations can adopt to maximize the reach and accountability of customer experience efforts. Each governance model has unique pros and cons you should take...

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  • The SiriusDecisions Customer Advocacy Model

    The SiriusDecisions Customer Advocacy Model

    The SiriusDecisions Customer Advocacy Model provides a best-in-class model for planning and building a robust customer advocacy approach. The model comprises three stages: define, design and develop.

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  • Building the B-to-B Customer Engagement Technology Stack

    Building the B-to-B Customer Engagement Technology Stack

    For b-to-b customer marketing leaders, delivering a positive customer experience must drive relevant interactions well beyond the sale. An investment in customer engagement improves profitability...

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  • Aligning the Buyer and Customer Journey Webcast Replay

    Aligning the Buyer and Customer Journey Webcast Replay

    Align your buyers' and customers' journeys for a complete b-to-b experience that maximizes growth and retention.

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  • The Role of Sales and Customer Success in Post-Sale Customer Lifecycle Management Webcast Replay

    The Role of Sales and Customer Success in Post-Sale Customer Lifecycle Management Webcast Replay

    This replay focuses on the SiriusDecisions Customer Lifecycle Framework and discusses the roles, responsibilities and points of alignment for the sales and customer success functions.

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  • Three Ways to Drive Breakthrough Customer Experience

    Three Ways to Drive Breakthrough Customer Experience

    Deliver a captivating initial customer experience using our best practices.

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  • Customer Marketing and Customer Success: The New B-to-B Power Couple Webcast Replay

    Customer Marketing and Customer Success: The New B-to-B Power Couple Webcast Replay

    Explore how alignment with the customer success function leads to valuable insights, increased productivity and satisfied customers.

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  • Top Priorities for the Customer Engagement Leader3:21

    Top Priorities for the Customer Engagement Leader

    Description: Lisa Nakano, Research Director, discusses what is top of mind with customer engagement leaders and the most popular areas of client focus we respond to with our insights and advice. Click

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  • Customer Engagement Definitions: Can't We All Just Get Along

    Customer Engagement Definitions: Can't We All Just Get Along

    Understand the differences between customer experience, customer engagement, customer success and customer marketing.

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  • Customer Lifetime Value: What You Don't Know Can Hurt Your Growth (and Profits)

    Customer Lifetime Value: What You Don't Know Can Hurt Your Growth (and Profits)

    Discover the KPI that is gaining popularity in b-to-b organizations and why it is critical to success.

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  • Customer Advocacy: What Your Marketing Is Missing Now Webcast Replay

    Customer Advocacy: What Your Marketing Is Missing Now Webcast Replay

    Understand the power of customer advocacy in demand creation, reputation and retention, and learn the benefits of creating a strategy.

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