Keys to a Successful Customer-Partner Relationship
A large percentage of customers and partners decide to walk away from the relationship after the initial implementation vs staying the course. Given their complex, transformational and high stakes nature, these marriages are immediately put to the test. So, what makes the customer-partner relationship succeed? Certainly, the basics like good preparation and planning, clear expectations-setting and -management, quick decision-making, adequate resources and funding, good communication and role definition are key. But so are establishing mutual trust (character and competency) and credibility early, executive sponsorship throughout the project, agreement to constructively confront issues, a mutual commitment to scope and having a process to deal with the inevitable challenges that arise (“break glass in case of emergency”). This is not a “vendor relationship” and shouldn’t be treated as such. In this session, we’ll hear from Xngage and several of their strategic customers – Consolidated Supply, Royal Canin and Steiner Electric – about their journeys and what has enabled them to not only last, but continuously improve and thrive. They’ll take you through the ground rules they established early on and how they continue to successfully collaborate. Hint: It’s pretty basic as long as there is trust, shared values and a mutual understanding of what is expected of each other.
- How to determine if “this is the one”
- Expectations management – macro project and day-to-day
- Best practices and success factors
- Continuous improvement
- Lessons learned – the good, the bad and the ugly