Trends Report

Brief: Six Practices To Manage The Customer Experience Via Channel Partners

A Framework To Drive Prescribed CX Via B2B Channel Partners

December 22nd, 2015
RH
Ryan Hart
With contributors:
Frederic Giron , Michael Barnes , Flora Zhang , Bill Nagel

Summary

Companies relying on channel partners to take their brand to market trust those partners to represent and orchestrate customer experiences (CX) for increasingly fidgety and demanding end customers. The inherent challenges of lacking direct contact with customers and managing something that you ultimately cannot control pose sizable obstacles to CX professionals in such organizations. This report describes six principles that all companies selling via channel partners should consider to better align and manage the CX they want their end users to have.

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