The end of the buyer’s journey is just the beginning of a new journey. A common theme we see in our work with various indirect sales ecosystems is a tendency to treat the buyer’s journey as though it’s over as soon as a conversion happens. This is particularly true for partner sales departments who are solely focused on conversion numbers, causing them to sometimes drop new customers to immediately go looking for fresh leads.
However, this can be highly disorienting for new customers, particularly those who have grown accustomed to working with a particular salesperson. In addition, taking this attitude can often reduce opportunities to generate more sales following the initial conversion. We strongly encourage our partners and those we work with to keep their sales teams involved in customer interactions, for several reasons: