B2B companies are struggling with a loss of control over the customer experience (CX) today. As they grow their indirect channels, this issue will only get worse.
With their future growth prospects at stake, B2B executives must determine how to improve CX—while ceding more of the experience to their partners. The answer lies in adopting an ecosystem mindset, providing key partners the tools they need to grow their businesses, and orchestrating a trusting environment that encourages the right partners to deliver the right experiences that will drive connected growth.
It is becoming increasingly clear that the urgency to grow the indirect channel and monetize customer experiences is disconnected from today’s operational reality.
of B2B leaders believe CX is crucial to their companies’ strategic priorities…
but only 21% admit to having total control over their sales partners, who are charged with delivering CX.
of B2B leaders believe that channel partners will have more responsibility in driving CX in the next two years…
but 84% do not have clear visibility into their partners’ opportunity pipelines
B2B companies in the United States are not immune to these discrepancies. A new approach is required to bridge these gaps. It’s an approach that ditches the benign neglect that characterizes traditional channel management in favor of an orchestrated approach. It’s an approach that engenders trust and drives connected growth across an ecosystem of partners. It’s an approach that turns discordant sounds into a harmonious arrangement.
Managing Director - Advanced Customer Strategy, Accenture Strategy
The fate of B2B companies in the United States rests largely on their ability to work with their sales partners to deliver relevant and satisfying customer experiences. But presenting a unified face to consumers and sharing a commitment to connected growth will only take them so far. B2B companies also need to focus internally on how they manage their key channel partners. In the B2B arena, positive customer experiences begin with positive partner experiences. And positive partner experiences begin with an ecosystem operating model based on trust.