Case Study
Client
Leading Software Company
Project
Global Relationship Research
Background
Our client identified a need to objectively determine the state of key partner relationships. Specifically, they wanted to establish factors influencing perceptions of client, leverageable strengths and opportunities for relationship improvement.
Objective
Establish a baseline understanding of client-partner relationships and factors affecting the business partnerships to drive improvements related to client-defined needs and strategies.
Execution
Designed, executed and implemented actions from a worldwide research program among 12 of client's strategic partners. Conducted more than 25 qualitative and quantitative research programs, including user groups, one-on-one discussions, and quantitative mini-surveys to evaluate relationships, perceptions of technology, support, communications and other relevant topics.
Results
Identified partners' collective desire to build successful relationships with the client, but underlying themes of poor communications, low sense of urgency and lack of follow-up were damaging efforts. Defined specific actions related to communications improvement, including partner-specific portals, relevant content, and timing. We also provided a plan to help the client prioritize partner support and service requestes. Partner-client relationship ratings noted immediate, significant improvement.
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