Customer Engagement Service

Fulfilling the brand promise to customers is critical to long-term customer health and retention. But without dedicated programs to focus on post-sale, the customer engagement function as part of the buying process is often overlooked.

Through research and tools to help your organization increase loyalty and retention, Forrester supplies post-sale customer engagement leaders the insights necessary to deepen relationships with existing clients through advocacy and a focus on long-term customer value.

Ensure Customer Value

Make The Case For Customer Engagement

Develop the business case for post-sale customer investment and outline the roles and responsibilities required for success.

Promote Customer Loyalty

Understand, manage, and maximize post-sale customer loyalty, retention, growth, and advocacy through specialized programs and technology.

Help The Organization Grow

Institute the customer experience, engagement, and success functions as a repeatable, measurable process for positive impact to the business.

Key Priorities

As a marketing leader tasked with customer engagement, you can put the expertise of Forrester SiriusDecisions research services to work. You’ll find in-depth data paired with usable frameworks, analyst access and signature research on your top priorities, including:

  • Customer engagement business case and measurement
  • Customer lifecycle and retention
  • Customer advocacy and references
  • Customer insights and analytics
  • Customer engagement functional design and development

Available Research

Types of research available through the Customer Engagement Service:

  • Frameworks and methodologies: Take guided strategic steps toward higher-revenue alignment within the marketing division and across the business ecosystem using best-in-class models and blueprints.
  • Tools and diagnostics: Leverage interactive tools and templates to enhance your processes and accelerate decision-making.
  • Research briefs: Read concise synopses of executive-level sales, marketing, and product issues.
  • Core strategy reports: Review complex sales, marketing, and product issues in depth in a white-paper format.
  • Buyer insights: Examine the buying data of more than 30 unique B2B personas. Gain quantitative and qualitative data on how they prefer to buy, receive information, and interact.
  • Role profile: Find job descriptions, competencies, and success metrics for marketing, sales, and product roles.
  • Select practice: Discover successful initiatives, solutions, and best practices from peers.

Premium Inquiry

Forrester SiriusDecisions analysts are past practitioners and experts in their fields. Each analyst brings this unique knowledge and background to help you vet ideas, validate direction, and talk through decisions. Each premium analyst inquiry includes:

  • 50-minute discussion
  • Personalized advice
  • Actionable next steps

Looking for more time with experts?
Get help to execute on your B2B transformational strategies through a consulting project.

In many ways, sales felt they were on their own when it came to getting access to customer references, and overall, the reference program was not operating at its full potential.

Director, global reference programs and customer engagement
large technology company

Featured Insights


All Happy Families Are Alike, But All Happy Customers Are Not

Amy Bills November 5, 2020
It might be tempting to assume that all customers who meet certain criteria are willing to advocate, or to advocate in the same way. Customer marketing and customer advocacy practitioners should allow for more nuance.
Read More


B2B Chief Marketing Officers: 2021 Planning Assumptions

Now more than ever, B2B CMOs must be agents of change. Dive into the trends that will shape B2B marketing in the next fiscal year and learn how to prepare.


Predictions 2021: Trust, Safety, And Inclusion Will Be At The Core Of Customer Experience

David Truog October 23, 2020
In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.
Read More

Blick voraus: Was europäische Entscheider in 2021 erwarten dürfen

Dan Bieler October 23, 2020
Widersprüche im Kaufverhalten, ordnungspolitische Umwälzungen und mehr grenzüberschreitende Remote-Arbeit werden 2021 prägen Bisher machen die „stürmischen 2020er Jahre“ ihrem Namen alle Ehre – wir erleben eine globale Pandemie und die rasant wachsenden Auswirkungen des Klimawandels.  Und dabei ist das neue Jahrzehnt noch nicht einmal ein Jahr alt!  Aber mit der Volatilität kommen auch Chancen.  Um […]
Read More

Let’s discuss your goals and how we can help.

Thanks, we will be in touch soon. In the meantime please subscribe to our insights or give us a call:
+44 (0) 2073 237741 (Europe)
+1 615-395-3401 (United States)
+65 6426 7006 (Asia)