Technology Exchange General Sessions May I Have This Dance Delivering a Seamless Transition From Buyer to Customer Experience

May I Have This Dance: Delivering a Seamless Transition From Buyer to Customer Experience

Speaker(s):  Amy Bills, Steve Silver

Track(s): Account-Based Marketing

Focus: Adopt, Operationalize

Priorities: Customer Lifecycle and Retention; Customer Engagement Business Case and Measurement; Sales Processes and Infrastructure

B-to-b organizations spend a great deal of energy tracking, understanding and managing the buyer’s journey with the expectation that the buyer-centric approach will lead to a sale. But if they don’t apply that same rigor to creating a customer-centric post-sale experience, those same organizations miss opportunities for growth, reduced churn and profit. This presentation will provide the following benefits:

For sales and marketing:

  • Get an overview of the SiriusDecisions Customer Lifecycle Framework and SiriusDecisions Customer Experience Design Framework
  • Learn about the role of sales and customer success at each stage of the lifecycle: who does what, and why
  • Understand the business requirements that drive technology decisions to support the transition from prospect to customer