Customer engagement leaders build the business case for investment in the post-sale experience, and define how to measure the business impact of that investment. The SiriusDecisions Customer Lifecycle Framework supports these efforts by providing a framework for identifying gaps and ensuring full customer lifecycle support. Four phases make up the framework from two points of view: the company and the customer.
Other content in this Stream
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.
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...
Customer Engagement: Planning Guide 2020
In this guide, we describe five trends that customer engagement leaders should incorporate into their planning for 2020.
The "Yelp" Effect: What to Know about B2B Review Sites Webcast Replay
In this Webinar replay, we clarify the components of B2B review sites and provide context for where they may fit into your efforts to support demand marketing and build influence in the market.
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...
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.
The SiriusDecisions Customer Retention Model
Take a proactive and predictive approach to customer retention.
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’...
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.
Give Advocates the Floor: Authenticity Matters for Customer Engagement
B2B 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...
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...
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...
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.
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...
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...
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.
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.
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.
SiriusFoundations: Customer Engagement Webcast Replay
SiriusFoundations will help new and veterans alike by presenting a fresh take on established SiriusDecisions concepts, frameworks and terminology.
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.