Maintain relationships beyond purchase

Continue helping customers obtain the benefit they expected after the purchase is complete. Depending on the offering, this may mean clear instructions, guidance getting started, maintenance advice, or an easy way to obtain support.

Follow up at useful times to check whether things are working as expected and address questions. Respect customers’ preferences about future contact, including how often they want to hear from you.

Offer additional products or services when they suit an actual need. The amount of attention should fit the relationship: some customers need ongoing guidance, while others value knowing how to reach you when a question arises.