Mastering the Channel Sales Maturity Model

Channel Maturity Model

We’ve seen it time and time again, for one reason or another: A channel partner’s sales team isn’t getting traction for selling a manufacturer’s solution. So…where are the breakdowns, who is to blame…

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Aligning the Customer & Agent Journeys

Customer and Agent Journey

Over the last couple of years, we’ve heard a lot about why customer journey management is important. Understanding different touch points and customer behaviors enables organizations to both influence customer satisfaction and create…

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Top Contact Center Trends to Watch in 2016

Contact center trends and predictions

It’s January so I decided to dust off my crystal ball as I do every year around this time and take a look to see what’s in store for 2016. Once I got…

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Do Your CXOs Fear the Cloud?

Does your CXO fear the cloud?

We’ve all done it. Avoid making changes for any number of reasons—I mean, why fix what isn’t broken, right? Add to that fear of the unknown, wrong timing, procrastination, etc. So could you…

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Channel Partner or Cloud Provider? With This Deal, I Thee Wed

Cloud Providers and Channel Partners

I have always thought the conversation around customer ownership was interesting. I think it’s natural to automatically say that the customer is “mine” and that I “own” the customer. The conversation comes up…

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Enterprise-Grade: Marketing Fluff or Deal Winner?

Enterprise-grade communications

Let’s talk about what it means to be enterprise-grade. Is it a massive feat or simply a marketing phrase that tech companies slap on to show that a solution is fit for business?…

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Welcome to the New Analytics-Driven World

Business analytics

I have always been a highly organized person who would track every single expense in each category so that at the end of the month I could get a final analysis of all…

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Death of Omni-Channel—Don’t Forget Voice

Voice is an important support channel

Part 3—Blog Series By now, you have undoubtedly noted that I am passionate about properly serving customers via the channel of their choice. (Check out my first and second blog in this series.) And that…

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Death of Omni-Channel

Omni-channel is dead

Part 2–Blog Series In my last blog, I explored the challenges of omni-channel and how it creates such a complex, convoluted picture of customer interactions—so much so that it distracts us from really…

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Partly Cloudy or Clear…Are you Ready to Transform Your Business?

Transform your channel business

Is now the right time for you to transform your channel business? Are you ready to sell and support cloud solutions and finally become a Cloud Solutions Provider? Perhaps it’s time to re-assess…

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