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






Follow Genesis on LinkedIn
Learn How Customer Experience Drives Partner Success
Listen to The Digital Body Language Of Successful Partners
Learn more about Allbound


The post Genesis Lee: Customer Driven Partner Success first appeared on Channel Journeys.

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