Partner & Channel Survey Solutions

Overview

CustomerSat Channel & Partner survey solutions enable you to:

• Increase the revenues you generate through your channel, software, and other partners
• Better anticipate and serve the needs of your partners
• Build a more productive and effective partner channel
• Better recognize and reward your most valuable partners
• Better coach channel partners for outstanding performance.

CustomerSat Partner & Channel survey solutions help strengthen the effectiveness of all partners, including:

CustomerSat Partner & Channel survey solutions are summarized below.

CustomerSat Partner & Channel survey solutions start with consultations between your organization and CustomerSat Professional Services, experts in feedback process design, analysis, and implementation.

CustomerSat Professional Services ensure that your survey solutions:

• Contain the right performance metrics for your organization and channel
• Conform to rigorous CustomerSat design principles
• Conserve and optimize your users’ and partners’ time in providing feedback
• Integrate seamlessly with your IT systems
• Deliver secure results that are immediately actionable to the right individuals.

Channel End User Feedback Solutions
Feedback from your End Users about You and your Channel Partners

You know how much revenue your channel and other partners generate for your business, but how are they performing along other critical dimensions?

For example:

• Service quality
• Technical skills
• Courtesy and professionalism
• Commitment to your brand
• Overall customer satisfaction and loyalty.

CustomerSat End User Feedback solutions for your channel tell you.

Interactive survey analytics and automated actions let you:

• Assess performance by partner by market segment
• Compare performance across partners by market segment
• Identify areas in which each partner excels
• Train and coach partners for superior performance
• Identify key drivers of end user loyalty for each partner.

In addition to measuring partner performance, CustomerSat End User Feedback solutions gather feedback about your own organization’s performance, telling you how your end users perceive your:

• Products
• Services
• Web site
• Brand

…and more. CustomerSat Channel End User Feedback solutions provide rating scores and customers’ verbatim suggestions for improvement that may be sliced-and-diced online to pinpoint performance trends and determine responsive actions by end user type, location, and other market segments. CustomerSat surveys and email invitations sent to your end user customers indicate, or can ask customers to select or specify, their channel partner or partners.

Partner-specific Survey Branding;
Keeping Customer Identities Confidential

Even if your end-users’ contact information is proprietary to your channel partners, CustomerSat can serve you and your channel.

CustomerSat can survey your end users while making their identities, aggregate scores, or both available to:

• End users’ partners only
• Your organization only
• Both your partners and your organization.

We can work with you and your partners to design feedback processes that meet your and your partners’ requirements in the following areas:

• Survey branding
• Questionnaire design and content
• Email invitation deployment
• Online access to survey results
• Respondent incentives, if appropriate.

Partner Feedback Solutions
Feedback from your Partners about your Organization

CustomerSat Partner Feedback solutions enable you to:

• Better understand and address partner requirements of your organization
• Identify and respond more quickly to channel-wide trends
• Strengthen partner commitment and loyalty
• Grow the revenues and profits you derive from your partners.

Your channel partners, software partners, and other partners are on the front lines of selling your products and services.

CustomerSat Partner Feedback solutions let you tap into this knowledge and experience to tell you:

• What features currently available are the most important differentiators of your products and services; what features currently lacking would be most valuable, and in which sales situations
• What sales tools and marketing programs you currently provide are most valuable; what tools and programs currently lacking would be most valuable
• Which of your products and services are hardest and easiest to sell, to whom, and why
• Which competitors are most frequently encountered in which sales situations, and the best ways to sell against each competitor.

CustomerSat Partner Feedback solutions let you avoid the bias of a single, vocal channel partner with a unique concern that drowns out the more broadly based concerns of many partners. CustomerSat solutions ensure that the feedback you receive is representative across all partners.

For partners whose feedback indicates they need immediate attention, CustomerSat solutions can notify the right members of your staff through real-time alerts for immediate follow-up, use Action Management to open cases with an assigned manager and deadline, or both.

Channel Modeling Solutions

CustomerSat Channel Modeling solutions provide a comprehensive view of the overall dynamics and performance of each element of your sales channel.

CustomerSat Channel Modeling combines surveys of both your end users and of your channel partners to link:

• End user purchases, satisfaction, and loyalty, on the one hand; and
• Partners’ satisfaction with your products, services, and programs (sales, marketing, support, and training), on the other.

CustomerSat Channel Modeling projects impacts on the revenue you generate from your partners resulting from:

• Changes in the quality of your products, services, and programs
• Changes in your channel partners’ performance on end user satisfaction and loyalty.

As a result, CustomerSat Channel Modeling can show you how and where to invest in improvements in products, services, and programs to best increase revenues through your partner channel.

Multi-tier correlation and regression analyses show you the impact of each element of your enterprise’s products, services, and programs on end user purchases, thereby helping prioritize investments in those areas.