B2B customer engagement leaders who wish to create scalable, reliable and customer-centric interactions must identify what customers need and want during each phase of the post-sale lifecycle. When digital and non-digital interactions aren’t coordinated, customers may be confused by mixed messages, overcommunication and irrelevant interactions.

In this brief, SiriusDecisions defines three sets of best practices for establishing a digital approach to customer engagement that aligns with customers’ needs and expectations as well as the full range of customer interactions.