Partners Are the Customer Experience
Strong partner experiences create stronger customer experiences.
Customers don’t experience your company in isolation. Partners can shape the customer journey before the sale, at the point of sale, and long after the transaction is complete.
In Partners Are the Customer Experience, Nancy Ridge, CA-AM, and Norma Watenpaugh, CSAP, draw on original research and years of firsthand partnering experience to explore the connection between partner experience (PX) and customer experience (CX)—and what that connection means for organizations that rely on partners to reach and serve their customers.
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What you'll explore
- How a strong partner experience can improve outcomes for customers
- How partners shape the customer journey from pre-sale through post-sale
- How partner enablement and specialization affect the customer experience
- The role of collaborative selling in creating a better experience
- How trust and strong partner relationships benefit both partners and customers
The second edition also includes new material on how partner ecosystems influence customer experience and customer success.
The partner experience doesn't stop with the partner
Companies invest heavily in understanding and improving customer experience. But when partners sell, implement, integrate, support, or otherwise help deliver a product or service, their experience affects the customer’s experience too.
That means partner experience isn’t just about keeping partners happy. Giving partners the relationships, support, specialization, and ability to collaborate effectively can shape what customers ultimately experience — and the outcomes they achieve.
New in the second edition
The revised second edition includes a new afterword by Tiffani Bova and an expanded appendix exploring how partner ecosystem orchestration influences customer experience and customer success, with perspectives from partnering executives at Lenovo, Protiviti, Guidewire, and BeyondTrust.
Who is it for?
If your organization relies on partners to reach, sell to, serve, or support customers, Partners Are the Customer Experience offers a different way to think about the relationship between partnership strategy and customer outcomes.
It’s especially relevant for alliance, partner, channel, and ecosystem professionals whose work sits at the intersection of partner relationships and the customer journey.
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“Norma Watenpaugh and Nancy Ridge hit the bull’s-eye with this compelling research. Their work offers clarity and perspective to companies that are coming to recognize that the customer buying journey involves many entities... all of whom are potential partners.”
— Mark Rogers, Senior Vice President, Global Strategic Accounts and Partnerships, Impartner
The authors
Nancy Ridge, CA-AM
President and Founder
Ridge Innovative
Norma Watenpaugh, CSAP
Founder and CEO
Phoenix Consulting Group