Will and Coriena talk about balancing relationship-building and operations to generate revenue. Coriena shares her experience in managing relationships and operations, emphasizing clear communication and active listening. She highlights a transition program that improved retention and call center efficiency. They also discuss supporting partner managers and designing partner programs. At Pipe Drive, Coriena reduced onboarding time by 50% and created a partner advisory council. Takeaways:Striking a balance between relationships and operations is crucial for successful partnerships.Clear communication and active listening are key in building strong relationships.Implementing a transition program can improve retention and reduce handle time.Operations play a vital role in supporting partner account managers and designing effective partner programs.Partner advisory councils can provide valuable input for product development.Separate meetings and tasks, and ensure actionable takeaways with clear ownership and timeframes.Chapters:00:00 Introduction: Striking a Balance between Relationships and Operations05:28 Improving Retention and Reducing Handle Time in Call Centers09:33 Supporting Partner Account Managers with Effective Operations26:00 Gathering Valuable Input through Partner Advisory Councils

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