Customer Experience Assessments

CUSTOMER EXPERIENCE ASSESSMENTS

ABOUT

MISSED OPPORTUNITIES ARE AVOIDABLE

Major technology vendors invest tens of millions of dollars in driving sales through reseller channels. While they have a raft of support, enablement, and incentive programs to help resellers succeed, they generally lack insight into the risk of revenue leakage caused by a poor buying experience.

When the experience is disappointing, each constituent in the value chain loses out.

The potential customer fails to receive the anticipated value they seek, or at best, a delay while searching for alternatives.

The reseller loses potentially profitable sales, and the vendor is not only denied revenue but may be associated with the poor experience, suffering damage to their reputation.

While vendors continue to invest heavily in their partner recruitment and support programs, they miss out on opportunities to differentiate their programs by failing to appreciate the critical importance of the buying experience, from the initial search to purchase and consumption. Every report benchmarked against +700 conducted globally.

We’re really busy growing the business and, when things are running full speed, it isn’t always easy to stop and look at where improvements are needed. We wanted a professional look from the outside on the experience people have when they want to buy or partner-up. The Sales Experience Assessment conducted by Alinea Partners did exactly that. It gave us an end-to-end overview of our buying process as well as our customer experience, and we discovered important things to improve. Moreover, we also got reinforcement in the areas where we are really good and that feels great. This allows us to invest in our unique point of view and where we can make an impact. So, we’re doubling up to provide more delightful experiences to our partners.

Christian SchippMarketing Director — Wirehive

The Alinea Partners team is doing a great job and are decent people. They are heavily focused on customer journeys and improving satisfaction so I know that their findings are solid.

Per WerngrenCEO and Partner Ecosystems – Indext

This was a great project. And the Customer Experience Assessment title is certainly correct. The person who handled most of the incoming communications from the Customer Experience research never noticed anything unusual!

Emile StamMarketing and Communications Manager — Open Line

We gained extremely valuable insights!

Neil BoltonChief Commercial Officer — Open Line

How to tell your sales team they‘ve been secret shopped?

BENEFITS

AT THE COMPLETION OF THIS PROGRAM, THE PARTICIPANTS WILL BE ABLE TO

WHEN THE COMPANY DO THE CUSTOMER EXPERIENCE ASSESSMENT

When offers are in the market, but not generating revenue quotas
When new CEOs, Sales, Offer or Marketing leads to 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 they are obsessed with offering the best Customer Experience (CX)
In combination with Customer Journey Maps, customer or partner satisfaction surveys, and Net Promoter Scores.