Published: 16 May 2023
Effectively supporting customers requires warm handshakes between teams who manage different parts of the customer journey. To improve this process, revenue and retention leaders must focus on resources that reduce risks, customer friction and improve alignment between sales and postsales teams.
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Functional silos create fragmented, disjointed processes and experiences throughout the customer life cycle, introducing risk and negatively impacting customer trust.
Confidence and momentum developed in a sales cycle can degrade in the postsales experience when problems are encountered, causing customers’ anxiety and a poor transition experience.
Customer business objectives identified in the sales process are often loosely defined and poorly documented, resulting in customers having to repeat themselves and slowing down their first time-to-value.
Disconnected systems and functional data silos make it challenging for teams to capture context and share evolving customer needs and expectations, creating an incomplete picture of the
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