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.
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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.
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.
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.
Customer Engagement Planning Assumptions Guide 2019
In this guide, we describe five trends that customer engagement leaders should incorporate into their planning for 2019.
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.
Digital Transformation: Not Just a Buzzword
Learn how to assess and develop a digital transformation project plan based on our new SiriusDecisions Transformation Model.
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...
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...
Customer Engagement Pathway
Enhance your customer engagement capabilities to help improve retention and growth.
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.
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...
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.
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...
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.
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.
Three Ways to Drive Breakthrough Customer Experience
Deliver a captivating initial customer experience using our best practices.
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.
3:21Top 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
Customer Engagement Definitions: Can't We All Just Get Along