ChannelVision Magazine

BUYERS SIDE are looking for ways to measure each of these points. What can’t be measured can’t be managed. Service delivery is a make or break process for any service provider. Managing the many parts – including the user training and on-boarding – is a complex job. There are processes – such as Agile – and software – such as Basecamp and Trello – to better handle the intricacies of service delivery. In fact, rolling out some - thing such as Basecamp would allow the company to take a step back in order to map out the whole pro - cess. It could then become a written procedure which would allow for a repeatable delivery and an avenue to train new employees. Implementation and service delivery are important pieces of the customer journey. Improvements in those areas (and others like sales and support) go a long way to improve the CX. Done well and your company will have customer advocates (brand ambassadors), not just customers. o Peter Radizeski is president of RAD-INFO INC., a telecom strategy and marketing consulting agency. He is also the author of five books and is available to speak at your events on channel, marketing, strategy or sales. His next book on channel will be out soon. Source: Insight Enterpris Services Most in Source: CompTIA Entrusting aspects o Intergrating new Ability to cus Coordi Vendors Scalability Asse Vendor don’t u 53% 60% Software as a service applications management Security services The top hurdles t with the best ava Source: Insight Enterpris Identifyi Understanding which n Lack of prior Loc Locked into outsourcing Source: Untangle IT Channel Reasons to Improve Their CX Source: CompTIA Tools have evolved that require new customer interactions Improve customer retention Competitive advantage Boost profits/drive revenue Younger clients have different preferences Customer preferences for sales/support have changed Customers have a great price transparency 51% 47% 46% 45% 38% 31% 25% You have many choices when choosing a partner for business communications. Phone.com is different. Voice. Text. Video. Fax. Conferencing. Collaboration. Integration. Expand your revenue potential like never before with the modern cloud-based phone and unified communications solution for today’s agile, mobile and always-on entrepreneurs and growing businesses. Phone.com 800-842-3394 73 March - April, 2020 | CHANNEL VISION