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.

  • 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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  • The SiriusDecisions Customer Retention Model

    The SiriusDecisions Customer Retention Model

    Take a proactive and predictive approach to customer retention.

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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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  • 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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  • Check out featured stories from our SiriusStars

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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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  • 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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  • 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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  • 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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  • 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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