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Customer Engagement in the Channel for Suppliers SiriusPathway®

$ 1,100.00

Purchasing this course gives one person access to its content for one year from date of purchase. It is non-refundable, non-returnable, and once started, cannot be transferred to others or exchanged for a different course.

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Customer engagement is becoming increasingly important to b-to-b organizations as a source of competitive differentiation. Despite growing recognition of the importance of a positive, productive customer engagement, suppliers often overlook customers in the channel. 

In this SiriusPathway®, we guide you through assessing the current state of customer engagement, establishing a customer engagement function, growing a best-in-class customer engagement function and improving retention and growth.

This is a 100 level SiriusDecisions Learning course. Courses at this level are appropriate for individuals or teams that need to level-set or become acquainted with fundamental definitions and concepts using high-level overviews of key topic areas.

Key Course Objectives:

Assessing the Current State of Customer Engagement

  • Learn to utilize the Customer Lifecycle Framework by examining its four phases from two points of view - the company and the customer
  • Take a deep dive into the four phases which include Deliver/Initiate, Develop/Participate, Grow/Advocate, Retain/Actualize
  • Map the customer journey to better understand how you can improve the customer experience

Establishing a Customer Engagement Function

  • Discover best-in-class design for customer engagement by adopting a structured approach for customer experience activities
  • Prioritize opportunities for improvement to your customer experience with our prioritization scorecard
  • Understand the nuanced roles of b-to-b leaders in the customer experience

Growing a Best-in-Class Customer Engagement Function

  • Learn to nurture customer relationships through nurture frameworks, segmentation and data
  • Explore the pros and cons of customer loyalty measures
  • Discover how to make sense of customer feedback so that it can be leveraged for maximum value
  • Embrace our tips on how to improve survey response rates

Improving Retention & Growth

  • Set up a dashboard using parameters for measuring and validating the contributions of the customer experience function in order to accomplish business goals
  • Learn the scope, timing, format, audience and information that will product an ideal customer dashboard
  • Differentiate the concepts of retention and loyalty
  • Adopt the key elements of retention strategy and retention programs
  • Discover the SiriusDecisions Customer Experience Maturity Model and learn how it can be used to evaluate a customer experience function

Applying What You've Learned to the Channel

  • Adopt a framework for designing best-in-class customer experiences through the channel
  • Learn the process for delivering customer experience support and operationalizing success through partners