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In the SaaS world, customer experience is king. Drive a great customer experience and customers will expand and renew their subscription to your service. Deliver a poor experience, and customers will quickly switch to a competitor and likely share their bad experience online. Genesis Lee, VP of Global Customer Experience at Allbound, shares how a customer-centric strategy can build happy customers and drive greater partner success.
KEY TAKEAWAYS
Here are 5 things I learned from Genesis about customer experience and partner success:
- When thinking about customer experience, consider the entire value chain, including partners involved in selling and delivering services around your solution.
- Ask your partners to tell you one thing their customers need. You may be surprised by the conversation that follows.
- For the next QBR with a partner, ask if they would be willing to invite a few customers to the call. You’ll learn a lot about their customer’s experience and the partner’s experience in serving that customer.
- Offer a way for your partners to open support tickets. Their support requests could be related to technology, your partner program, or just about anything.
- Encourage partners to have a customer success team and provide a means for partners to gather customer surveys to track customer satisfaction.
LINKS & RESOURCES
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- Follow Genesis on LinkedIn
- Learn How Customer Experience Drives Partner Success
- Listen to The Digital Body Language Of Successful Partners
- Learn more about Allbound
