Resellers must provide customers with a seamless customer
experience to reinforce and solidify their
Seizing opportunities Despite the economic challenges facing businesses this year, customers are still demanding a seamless customer experience. With customer demands becoming increasingly high, this could pose a further challenge for resellers to meet these demands, or risk being cut-out if a vendor chose to sell directly to a customer. Resellers must provide customers with a seamless customer experience to reinforce and solidify their value within the channel supply chain. Resellers can do this by building an agile workforce, utilising hybrid working practices and unified communication solutions to ensure employees are available constantly for customers at any time, from anywhere. With new technologies offering businesses a range of new and exciting possibilities, the benefits of an agile workforce can place channel partners and resellers in a unique position to enhance efficient internal and external communications. Retaining customer loyalty and providing a high level of customer service is now vital for resellers to continue showcasing to vendors how valuable they are. 2023 will likely pose further challenges to technology and channel companies, however, aligning together now will enable vendors and resellers to prepare, and allow them to seize any and all opportunities within the channel.
Collaboration will allow resellers to continually expand their service offerings in new sectors, explore new customer bases and opportunities for growth, which in turn will provide more customers and sales for vendors. Increased collaboration between the two parties will provide a full overview of the channel supply chain and streamline processes, ultimately enhancing the overall experience for channel customers. One-stop shop technology providers can go one step further by providing customers with one single channel partner, from which customers can choose which UC and tech service they require for their business. Establishing trust within the channel will not only allow businesses to succeed, but also create a flourishing channel partner network that can seamlessly deliver a super customer experience for the end-user. Establishing seamless channel collaboration between partners can help not only resellers showcase their value within the supply chain, but also enable vendors and MSPs to sell to a wider customer audience. Resellers and vendors who establish a trusting relationship and collaborate effectively will be the ones to succeed in riding the recession wave. And establishing a strong working relationship makes it less likely for vendors to only see resellers as a ‘middle-man’ in the cog.
value within the channel supply chain
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