Summit Europe Sessions BCS and CES_The Field versus Headquarters Battle

Regional vs. Headquarters: Are Your Customers the Biggest Casualty?

Friday 11 October 2019 | 13:40 - 14:20

Speaker(s):  Amy Bills, Isabel Montesdeoca

Syndicate(s): Track 7

Focus: Operationalize, Optimize

Priorities: Customer Lifecycle and Retention

The negotiation of roles and responsibilities between headquarters and field offices often excludes an important stakeholder: the customer. B-to-b organisations are increasingly – and appropriately – sensitive to improving the post-sale customer experience throughout all online and offline interactions. Yet, customer needs and expectations aren’t heavily considered as organisations seek to balance the strengths of headquarters and field operations, resulting in an experience that seems disjointed, off the mark or untenable for at least some customer segments. In this session, we’ll discuss a framework for architecting the customer lifecycle, highlighting where headquarters and field discussions should be especially mindful of customers’ needs.

This presentation will provide the following benefits for sales, marketing and product:

● See data from the SiriusDecisions Command Center® validating the impact of customer engagement on retention and growth

● Understand how to use the SiriusDecisions Customer Lifecycle Framework as a structure for customer and company interactions

● Get recommendations for headquarters and field alignment at key stages within the customer lifecycle