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.

  • Align to Win: The Rise Revenue Operations

    Align to Win: The Rise Revenue Operations

    Explore key findings of the 2019 SiriusDecisions State of Revenue Operations Study to see how functions are changing and how companies are becoming more aligned in the age of the customer.

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  • The Four Types of Messaging Your Audiences Need

    The Four Types of Messaging Your Audiences Need

    Modern B2B organizations must develop more than just one message or type of message. To be effective, each piece of messaging must be built with an audience in mind. Use the right messaging...

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  • Customer Engagement: Planning Guide 2020

    Customer Engagement: Planning Guide 2020

    In this guide, we describe five trends that customer engagement leaders should incorporate into their planning for 2020.

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  • Are Your Customers Getting Caught in the Middle Between Field and Headquarters?

    Are Your Customers Getting Caught in the Middle Between Field and Headquarters?

    Your customers may be getting caught between headquarters and field management of the customer journey, but your organization can create a seamless customer experience with coordination and a...

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  • Check out featured stories from our SiriusStars

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  • Customer Engagement: The Keys to High Performance

    Customer Engagement: The Keys to High Performance

    In this e-book, you will gain an understanding of the attributes of high-performing customer engagement teams and how they relate to the key priorities of customer engagement leaders.

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  • The SiriusDecisions Customer Retention Model

    The SiriusDecisions Customer Retention Model

    Take a proactive and predictive approach to customer retention.

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  • Drinking Our Own Champagne: Implementing Engagement and Customer Health at SiriusDecisions

    Drinking Our Own Champagne: Implementing Engagement and Customer Health at SiriusDecisions

    Alignment + partnership + drinking our own champagne equals an actionable and predictable way to instrument customer health. Lisa Nakano and Kevin Blanco provide insight into SiriusDecsions’...

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  • 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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  • Give Advocates the Floor: Authenticity Matters for Customer Engagement

    Give Advocates the Floor: Authenticity Matters for Customer Engagement

    B-to-b buyers demand information from and access to existing customers and consider it one of the most reliable drivers for decision-making. Our future vision for customer engagement identifies...

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  • Don’t Wipe Your Slate Clean: A New Model for Customer Retention

    Don’t Wipe Your Slate Clean: A New Model for Customer Retention

    Every organization deals with retention, but not all apply the same rigor to retaining customers as they do to signing them. In our 2019 Summit session, “Retention: The SiriusDecisions Methodology...

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  • Don’t Fear Your Customers! A Better Way to Ask for References

    Don’t Fear Your Customers! A Better Way to Ask for References

    As b-to-b organizations create and scale customer advocacy and reference programs, the task of reaching out to customers can seem daunting. Organizations with fledgling programs are apprehensive...

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  • High Performance: Customer Engagement Webcast Replay

    High Performance: Customer Engagement Webcast Replay

    In this session, you'll walk away with data and tips on how to invest in people, programs and technology, what skills your team needs, and what strategies and actions set apart leaders.

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  • Answering the “Where Do We Start?” Question for Customer Engagement

    Answering the “Where Do We Start?” Question for Customer Engagement

    Organizations seek to improve growth and retention through refined customer engagement. Knowing where to start and what to expect can be a daunting, even paralyzing, challenge. Peer insight into...

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  • Laying the Foundation: What’s the Right Digital Approach for Customer Engagement?

    Laying the Foundation: What’s the Right Digital Approach for Customer Engagement?

    A generic customer experience lacking personalization has gone the way of the rotary telephone. Customers are accustomed to being acknowledged and understood throughout their post-sale experience...

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  • Informatica Increases Use of Assets in Work to Streamline the Customer Advocacy Process

    Informatica Increases Use of Assets in Work to Streamline the Customer Advocacy Process

    Discover how Informatica took a more structured approach to the customer advocacy process to increase the number of success stories and use of assets.

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  • Building an Inspiring Brand Through Customer (And Employee) Experience

    Building an Inspiring Brand Through Customer (And Employee) Experience

    In this e-book, we explain how to deliver an inspiring customer experience by identifying best practices for brand, employee and customer engagement initiatives.

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  • 2018 State of B2B Tech Investment: What Companies Need to Know Now

    2018 State of B2B 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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  • 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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  • SiriusFoundations: Customer Engagement Webcast Replay

    SiriusFoundations: Customer Engagement Webcast Replay

    SiriusFoundations will help new and veterans alike by presenting a fresh take on established SiriusDecisions concepts, frameworks and terminology.

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  • Put a Ring on It: The SiriusDecisions Customer Engagement Model Webcast Replay

    Put a Ring on It: The SiriusDecisions Customer Engagement Model Webcast Replay

    In this replay, we share the SiriusDecisions Customer Engagement Model, a best practice approach to measure the quality of customer relationships using standard business measures.

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