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Even though the economic recovery may take longer than they initially expected, there are strategies that organizations can adopt to rebound and rebuild momentum in the year ahead.

The most dangerous time in the Customer’s Journey is after the deal has been signed and before First Value Delivered (FVD) has been realized... Implementation!

It doesn’t matter if you have a self-serve ecomm product/service or sell an Enterprise software solution – Your customer MUST have a successful implementation experience or your company risks churning them in the future.

A successful implementation experience is really in the eye of the beholder – so there is no reason to guess.

Here are some questions to ask your customer during the handoff call with the sales rep. (see how I made the assumption that this is a best practice at your organization?).