In Brief
Major technology and telecoms vendors invest tens of millions to drive sales through their channel partners – yet they generally lack insight into where revenue opportunities are really being missed. Very often, revenue leakage is caused by a poor buying experience. On the other hand, companies are often unaware of where in the buying process they are exceptional and closing business more often than their competitors. Company CEOs, Sales and Marketing Leads, often know they need help to improve their customer experience and sales processes – but aren’t sure where to start. This program gives the information needed and a plan for improvement for even more growth.
Our comprehensive Customer Experience reports, benchmarked against 800+ companies globally, show you exactly how your sales experience or those of your channel partners are performing. The ‘Secret Shopper’ insight we provide helps reduce sales leakage, optimise the buying experience, and enhance both profit and retention.
To Fix a Problem, You Must First Find It
Many CEOs, Sales, Marketing and Customer Success teams we work with tell us they know everything isn’t perfect, but they don’t know where to begin when trying to fix things.
That’s because the buying journey for most high-tech products and services is long and complex. It’s also laden with hurdles. This reality causes two-thirds of prospects to abandon the buying experience in frustration before completion.
When the buying experience disappoints, everyone in the value chain loses out. Conversely, an optimised buying experience elevates a company’s brand, closes more deals and increases customer satisfaction.
Our meticulous Customer Experience Assessments help identify weaknesses and open the door to major improvements. They turn yesterday’s missed opportunities into conversions.
No matter the size of your business or where you fit into the technology ecosystem, our Customer Experience Assessments lift the lid on your buyer’s journey like nothing else in the B2B high technology and telecoms arena.
"80% of decision-makers see telco operators as viable partners for products and services beyond core connectivity"
Source: McKinsey
A Measurable Approach to CX
Our Customer Experience Assessments bring your entire customer journey into focus.
Covering multiple touchpoints – from website content to contact forms, sales conversations, proposals and more – we explore your processes and buying experience – exactly as your prospects and customers do, benchmarking your performance against more than 800 organisations from around the world.
Using a structured approach based on Alinea Partners’ Scientific Methodology is key to understanding and improving your customer journey. We begin by defining a persona with you and identifying a specific purchasing need/problem to be solved – as well as the size of the deal to be ‘won’ or ‘lost’.
Our journey, performed anonymously in real time, is detailed in a comprehensive report covering more than 190 elements. It clearly illustrates the issues – and many delights – we encountered when buying your products.
Watch our ‘Making of a Secret Shopper’ report
We look forward to learning more about you.
“Alinea Partners are heavily focused on customer journeys and improving customer satisfaction. I know that their findings are solid and well-researched, thanks to their extensive experience and methodology.
How Can Our Team Help You to Reach Your Goals
When to use our CX Assessments
- When offers are in the market but not meeting revenue quotas.
- When new CEOs, Sales, Offer or Marketing leads join the company and want a 90-day plan.
- Prior to a new product launch.
- Before investing in demand-generation programs.
- Before merger or acquisition.
- Before and after website improvements.
- When you are committed to outstanding customer experience.
- In combination with Customer Journey Maps, Customer or Partner Satisfaction Surveys, and Net Promoter Scores.
Outcomes and Benefits
- Reduce sales abandonment rates.
- Get better ROI on demand generation activities.
- Increase revenue.
- Sell benefits and business outcomes, not products.
- Optimise websites, email processes, forms, and proposals.
- Improve customer/partner onboarding.
- Improve customer support/service.
- Identify opportunities to switch from transactional selling to consultancy/advisory services.
Get in touch
Let’s talk about how our Channel Development Programs can help your business.
