Keys to a Successful Customer-Partner Relationship

Executive Track | Tuesday, October 15 | 10:15 AM – 11:00 AM

Description

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.

Key Takeaways

You’ll learn:

  1. How to determine if “this is the one”
  2. Expectations management – macro project and day-to-day
  3. Best practices and success factors
  4. Continuous improvement
  5. Lessons learned – the good, the bad and the ugly

Speakers

Joe Albrecht

Joe Albrecht

President & CEO, Xngage

Josh Schoonmaker

Josh Schoonmaker

Director of Digital Solutions, Consolidated Supply

Michael Butera

Michael Butera

Director, Digital Marketing, Steiner Electric

Miguel Armenta

Miguel Armenta

eBusiness Capabilities Manager, Royal Canin

Never Miss Another Engage Announcement

Sponsor Speaker

Joe Albrecht

Joe Albrecht

President & CEO | Xngage

Bio:
Joe has 23 years of experience in the software industry and has served in various executive leadership roles assisting customers with digital initiatives. He spent nearly 10 years of his career working for one of the largest digital consulting agencies and worked with Fortune 500 clients in the US and EMEA. Joe is the founder and managing partner of Xngage, a digital commerce consulting and services firm, located in Cleveland (OH) and dedicated to serving manufacturers and distributors. His passion for clients, technology and problem-solving fuel his constant desire to innovate, integrate and deploy the capabilities required to meet his clients' digital transformation challenges with outstanding B2B e-commerce solution delivery. Joe holds an MBA from Case Western Reserve University in Cleveland Ohio and a Computer Science Master from the University of Ulm, Germany.

Sessions:
Keys to a Successful Customer-Partner Relationship - Tuesday, October 15 | 10:15 AM - 11:00 AM
PIM & eCommerce - A Deep Dive - Tuesday, October 15 | 11:05 AM - 11:50 AM

Customer Speaker

Josh Schoonmaker

Josh Schoonmaker

Director of Digital Solutions | Consolidated Supply

Bio:
Josh provides technology, entrepreneurship, and business strategy for early stage growth companies and growing start-ups in the Portland, Oregon area. He recently completed his MBA with a focus on Entrepreneurship and Consulting, and is a Master’s in Legal Studies candidate with a focus on Entrepreneurial Law. He has over 12 years in technology, business development, marketing and management. Josh’s vision is to transition Portland’s early-stage innovative ventures into growth-stage companies by utilizing his architecting, storytelling, and executing capabilities and by leveraging Portland’s innovative culture.

Josh has managed innovative experiential marketing facilities and served as a key player in partnerships between large corporations such as eBay, Paypal, Disney and HP. He has the ability to manage the details of business growth in many areas all at once and brings unique skill sets in strategic planning, legal structure, innovative technology, entrepreneurial investment strategies, and public relations. He has held titles such as Commerce Innovation Showcase Manager and Spokesperson, as well as having been entrusted with executive level presentations for potential partnerships. The name may say centralized, but with operations in Hawaii, Idaho, Oregon, and Washington, Consolidated Supply may be a bit of a misnomer. The company distributes plumbing and waterworks supplies to about 20 eponymous stores in these four states. Consolidated's largest store is located in Tigard, Oregon. Its Fixture Gallery locations showcase high-end kitchen and bathroom products and accessories in showroom settings. Products include waterworks equipment from such brands as Bradford White, Honeywell, and Romac Industries, along with bathroom and kitchen fixtures from Elkay, Moen, and other makers. 90-year anniversary in 2018.

Sessions:
Keys to a Successful Customer-Partner Relationship - Tuesday, October 15 | 11:05 AM - 11:50 AM
Customer Adoption and Engagement: How to Build eCommerce Experiences Your Customers Can’t Live Without - Tuesday, October 15 | 10:15 AM - 11:00 AM

Customer Speaker

Michael Butera

Michael Butera

Director, Digital Marketing | Steiner Electric

Bio:
Michael’s 20+ years of experience in digital marketing and ecommerce has positioned him as a leader in formalizing digital transformation strategies and executing the deployment of marketing technologies and the building of digital teams. Michael is currently leading a digital transformation for Steiner Electric, a fourth-generation family-owned distributor of electrical supplies, lighting & controls, power generators, automation systems & controls, and metalworking industrial tools serving the Northern Illinois and Northwest Indiana markets for over 103 years.

Sessions:
Keys to a Successful Customer-Partner Relationship - Tuesday, October 15 | 10:15 AM - 11:00 AM

Customer Speaker

Miguel Armenta

Miguel Armenta

eBusiness Capabilities Manager | Royal Canin

Bio:
Miguel has been with Royal Canin for 10+ years where he currently leads the eBusiness team, his main purpose is to delivery extraordinary digital customer experiences to better serve pets. Miguel is speaking today because of his proven experience in Digital Project Management, CRM & Digital Commerce.

Sessions:
Keys to a Successful Customer-Partner Relationship - Tuesday, October 15 | 10:15 AM - 11:00 AM

Have a Question?

Drop us a line. We are here to help!

Your message has been successfully sent

Unable to send.