The worldwide partner account managers and their group managers were inconsistent in their priorities, processes, use of tools and resources, and guidance, which resulted in:
Decreased credibility with partners,
Lower partner satisfaction and loyalty
Poor follow-through to close for partner-lead opportunities.
Solution
D+A created an online reference tool for partner account managers on how to execute with partners. The reference tool was a framework that included guidance on building and supporting partner relationships, best practices, tool use, and resources. This tool provided both a high-level and detailed view of how to conduct day-to-day business.
Success Factors
Key success factors were:
Asking the right questions and analyzing the business to create a framework that met a worldwide and diverse audience’s need
Building consensus across a worldwide audience to provide a consistent framework for daily partner engagement
Delivering a solution with aggressive project timelines
Creating a visually appealing tool that became widely accepted.
Result
The customer achieved these results:
Consistent process executed across a worldwide team.
Assisted in building deeper, trusted relationships with partners.
Increased partner satisfaction.
Provided a set of performance metrics for account managers and senior management.
Better decision-making concerning what is working and what is not.
