Join Nancy Ridge Founder of Ridge Innovative and Norma Watenpaugh for a fascinating conversation around Innovating Partner Experience.
Nancy is honored to introduce friend and a force in Alliances. Norma is the founding principal and CEO of Phoenix Consulting Group which provides education and consulting services with expertise in go-to-market strategy, channel and alliance management, and ecosystem development. Prominent clients include Amazon, Adobe, Cisco, Dupont, Dell, Google, Nationwide, PayPal, and SAP. She was named a Woman of Influence in Silicon Valley by the Silicon Valley Business Journal for her work in advancing best practices in Collaborative Business Relationships. She was recently inducted into the Forbes Business Council, an invitation only community of successful business leaders.
Norma is an advisory board member of the Association of Strategic Alliance Professionals and former Best Practices Committee Chair. She has led the organization in developing the CA-AM and CSAP professional certifications and in revitalizing the ASAP Handbook of Alliance Management. She led the US delegation to the ISO standards committee in developing the ISO-440001 Collaborative Business Relationship Management Standard.
Index:
00:51 – Introduction of Norma Watenpaugh and her Background
02:35 – Influence of partners changing the customer experience
04:12 – What “partner experience” means for organization
06:46 – How the partner experience translates to a compelling customer experience
08:50 – Initial research in measuring customer experience; Everybody wins
11:24 – Woke partner environment
13:51 – How choosing the right people builds into the equation
15:51 – Collaborative business relationships and importance for CEOs to make a partner-focused environment
17:28 – Challenges in existing organizations; Partner ecosystem in Scale-ups
22:30 – Integration of technology; CRMs and PRMs to get better partner experiences
24:50 – Data to gain from our Survey about improving and measuring partner experience
26:33 – What innovation would you most like to see gain adoption?
Helpful Links –
Phoenix Consulting Group – https://www.phoenixcg.com/
Salesforce Study on Employee Experience – https://www.salesforce.com/blog/employee-experience-digital-transformation/
Tidwit – https://www.tidwit.com/
Reveal – https://reveal.co/
Partner Experience Survey – https://ridgeinnovative.com/partners-are-the-customer-experience/
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Release Date:
10 March 2022