107 Customer Experience Stats That Prove CX is Good Business

The Pedowitz Group | June 29, 2020

Something happened to marketers trying to become customer-centric … they forgot to include the customer! A disturbing trend seems to have taken place in modern digital marketing. Companies claim they want to focus more on the customer and move marketing initiatives to a more customer-centric approach, yet, all too often, these same companies are not performing the necessary foundation work to make this happen. I call this a Customer Experience Paradox. I understand why this may have become a bit of a trend … to not spend the time and money needed to do the work necessary for better understanding your customer: It requires the sales and marketing team to take some time out of their day-to-day revenue-generating activities to do customer interviews, map out key buyer personas and then take those personas and align them to a customer journey.

Spotlight

2008 was not a good year for financial services. From the subprime mortgage crisis to the collapse of Lehman Brothers, the US was in a sorry state financially, which, in turn, precipitated a global economic downturn. Consumers, used to viewing financial institutions as trusted advisors, now saw them as highly suspect organisatio

Spotlight

2008 was not a good year for financial services. From the subprime mortgage crisis to the collapse of Lehman Brothers, the US was in a sorry state financially, which, in turn, precipitated a global economic downturn. Consumers, used to viewing financial institutions as trusted advisors, now saw them as highly suspect organisatio

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CHANNEL PARTNERSHIPS

Sage reveals winners of the 2022 Sage Intacct Partner Awards

Sage | November 01, 2022

Sage (FTSE: SGE), the leader in accounting, financial, HR, and payroll technology for small and mid-sized businesses, recently announced the winners of the 2022 Sage Intacct Partner Awards. Overall, 24 partners took home awards – with the top partners across 9 categories receiving special recognition. These awards are given annually to the company’s top performing channel partners in North America and recognize value added resellers (VARs) and accounting firms for their success in helping clients adapt to change and leverage Sage Intacct cloud financial software. “Each year, the winners of our Sage Intacct Partner Awards are among the best of the best in this industry,” said Nancy Teixeira, SVP of Partner Strategy and Sales for Sage North America. “Each year, the winners of our Sage Intacct Partner Awards are among the best of the best in this industry,” said Nancy Teixeira, SVP of Partner Strategy and Sales for Sage North America. “These firms continue to demonstrate the excellence that our channel partners provide in empowering customers to thrive in this challenging business climate by using Sage Intacct products to their fullest. The outstanding performance from these partners showcases the strength of the Sage partner network and highlights the incredible opportunity we offer firms looking to grow their business.” This year’s winners of the Sage Intacct VAR Partner Awards were: Alliance Solutions, Accordant Company, Baker Tilly, Cherry Bekaert LLP, CompuData, Inc., Cross Country Consulting, Digitek, DWD Technology Group, Ethosystems, Intellitec Solutions, JMT Consulting, Kerr Consulting, LBMC Technology Solutions, Marcum Technology, Net at Work, Inc., Postlethwaite & Netterville, RKL eSolutions, LLC, RSM US LLP, Sockeye, SWK, The Answer Company, and Wipfli. The winners of the Sage Intacct Accountants Program Partner Awards were Consero, RSM USA LLP, and E78 Partners. These firms were recognized for outstanding year-over-year growth and sales achievement. In addition, several firms received special recognition: Sage Intacct Partner of the Year – Baker Tilly A leading advisory, tax, and assurance firm and provider of digital transformation solutions and services, Baker Tilly U.S. LLP (Baker Tilly) has a global customer presence across a wide-ranging set of industries. Baker Tilly is recognized for the 9th consecutive year for their excellent consulting, development, and technical services practices supporting the Sage Intacct development platform and business ecosystem. Sage Intacct VAR Partner of the Year – Sockeye Sockeye, a leading consulting company focused on implementing, customizing, and supporting its clients is Sage Intacct’s VAR Partner of the Year for 2022. Receiving this award for the first time, Sockeye is dedicated to helping its customers grow by providing best-in-class cloud financial solutions, business analysis, systems design, platform integration, consulting services and more. Sage Intacct Accountants Program (SIAP) Partner of the Year – Consero Global Consero Global is a leader in the cutting-edge Finance-as-a-Service (FaaS) model, providing a superior alternative to building and maintaining an in-house finance function for B2B and Investment Management clients. Offering the perfect blend of technology and people that scale, Consero delivers the services necessary to support a company's daily operations, accelerate growth, and prepare for the future. Sage Intacct Growth Partners of the Year (CMRR) – Accordant Company, LBMC Technology Solutions, and RKL eSolutions The Accordant Company has helped 4,100+ companies improve their business results by providing leading edge ERP and industry specific software solutions to customers. For 2022, Accordant continued to accelerate their Sage Intacct practice. The team has extensive knowledge across multiple industries including construction & real estate, financial services, franchise, professional services, and wholesale distribution. LBMC Technology Solutions was founded as a traditional accounting firm in 1984 and has become the largest professional services solutions provider in Tennessee. LBMC is a top 40 firm in the country, an industry leader in accounting, finance, human resources, technology risk and information security, and wealth advisory services for businesses and individuals. RKL eSolutions had helped hundreds of growing small and medium sized businesses maximize their technology resources and investments. Specializing in the needs of Entertainment, Software & SaaS, Professional Services, Manufacturing, and Nonprofit organizations, RKL’s experienced team of consultants continued to demonstrate excellent growth in 2022. Sage Intacct Growth Partners of the Year (Deals) – Net at Work and RSM US LLP Net at Work, a Sage Intacct partner since 2021, generated over 127% growth in YoY sales. The Net at Work team supports over 6,000 organizations in making software, systems and people work together in achieving their core organizational objectives. Founded in 1996, Net at Work has garnered wide industry recognition as problem-solvers and promise-keepers for its clients. RSM US LLP achieved over 84% growth in YoY sales for 2022. RSM’s purpose is to deliver the power of being understood to clients, colleagues and communities through world-class audit, tax and consulting services. Focused on middle market businesses, RSM is dedicated to developing leading professionals and services to meet their evolving needs in today’s ever-changing business environment. Sage Intacct Rookies Partner of the Year – Cherry Bekaert LLP and SWK Technologies Cherry Bekaert LLP is a first year Sage Intacct partner headquartered in Raleigh, NC. Ranked among the largest accounting and consulting firms in the country, Cherry Bekaert provides guidance and support that helps its clients move forward to reach their organizational goals. In 2022, their significant achievement in adding new Sage Intacct customers was a standout among their peers. SWK Technologies is also a first year Sage Intacct partner headquartered in East Hanover, NJ. SWK delights its customers and partners by providing solutions and expertise that transform their businesses and enable success. The team provides business management consulting services that help maximize value derived from technology investments. Sage Intacct Canadian Partner of the Year – The Answer Company Since 1994, The Answer Company has been helping organizations answer questions about investments in technology and information systems. Specializing in business management solutions to industries such as manufacturing, construction, distribution, healthcare, food & beverage, nonprofit, and real estate, the team is dedicated to help make companies more successful at what they do. Sage Intacct CRE Partner of the Year – Alliance Solutions Group Alliance Solutions Group has successfully assisted over 4,000 clients with a team of experienced professionals specializing in providing software solutions (including Sage Intacct) to commercial and industrial contractors, specialty and subcontractors, residential builders, real estate managers, developers, government and corporate owners, and medical practices to help streamline business processes, control costs, and increase revenues. About Sage Sage exists to knock down barriers so everyone can thrive, starting with the millions of small and mid-sized businesses (SMBs) served by us, our partners, and accountants. Customers trust our finance, HR, and payroll software to make work and money flow. By digitizing business processes and relationships with customers, suppliers, employees, banks, and governments, our digital network connects SMBs, removing friction and delivering insights. Knocking down barriers also means we use our time, technology, and experience to tackle digital inequality, economic inequality, and the climate crisis. Learn more at www.sage.com/en-us/ or www.sageintacct.com.

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MARTECH

Cloudera Expands Partner Opportunities, Accelerates Go to Market

Cloudera | November 03, 2022

Cloudera, the hybrid data company, today announced Cloudera Partner Network, a redesigned partner program that recognizes and rewards partners for their contribution to Cloudera's go-to-market success. Cloudera Partner Network includes a competency-based, points-driven approach to leverage expanded program opportunities, more comprehensive tools and support, and industry-leading incentives and promotions. The program was designed to help partners guide their customers to adopt modern data strategies based on the Cloudera hybrid data platform. Cloudera Partner Network replaces the Cloudera Connect partner program. "Our extensive partner network helps us reach new markets and customers. Investing in the channel means that more businesses, across all verticals, will be able to go beyond data to accelerate their business," said Rachel Tuller, Head of Global Partner Strategy and Alliances. "Partners drive growth for us, while helping their customers make the most of their data and insights, in any cloud. We have listened to their feedback, evaluated their needs, and launched a new program designed to help them thrive in an increasingly competitive marketplace. Cloudera Partner Network represents an increased investment in the channel to ensure each partner derives tangible value as we continue to grow together." "Cloudera has always focused on helping businesses make the most of their data, and the new Cloudera Partner Network will help us build more strategic relationships, add more value to our customers and close larger, more profitable deals," said Baz Khuti, President at Modak USA. "Cloudera has always focused on helping businesses make the most of their data, and the new Cloudera Partner Network will help us build more strategic relationships, add more value to our customers and close larger, more profitable deals," said Baz Khuti, President at Modak USA. "The new incentives, tools and training resources will better support our customers on their data and digital transformation journeys." Members will enjoy the following benefits through the Cloudera Partner Network: Improved and enhanced tools to better enable and support go to market, such as an intuitive Marketing Automation Platform and Asset Library Increased financial commitment through new rebate and market development fund programs Enhanced training and enablement, with a dedicated Partner Success Team Program benefits that support delivery of the new CDP One SaaS solution Shortened time to market capabilities with FastTrack Onboarding Program Cloudera Partner Network is tier-based. As partners collect points and earn competencies, they advance through the levels – Member, Select, Premier, and Strategic. At each tier, they receive access to exclusive discounts and other membership benefits, including access to the new analyst recommended CDP One SaaS solution. About Cloudera At Cloudera, we believe data can make what is impossible today, possible tomorrow. Cloudera taught the world the value of big data, creating an industry and ecosystem powered by the relentless innovation of the open-source community. We empower our customers, leaders in their industries, to transform complex data into clear and actionable insights. Through our hybrid data platform, organizations are able to build their data-driven future by getting data - no matter where it resides - into the hands of those who need it. Learn more at Cloudera.com. Cloudera and associated marks are trademarks or registered trademarks of Cloudera, Inc. All other company and product names may be trademarks of their respective owners.

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MULTI CHANNEL MARKETING

Marketers see clear benefits when a partner marketing strategy is defined

Foundry | October 07, 2022

Foundry (an IDG, Inc. company), the global leader in media, martech and data for the tech community – releases the 2022 Partner Marketing Study, focused on partner marketing activities within the technology industry. This study measures responses from technology marketers to look at budgets, goals and challenges, and provides insights for marketers to benchmark their own efforts and explore how to increase their partner marketing success. This year’s study found that 88% of marketers view partner marketing as a necessary tactic that provides great or some value (51% great value, 37% some value.) The value seen is reflected in the expected budgets. Respondents report that 40% of their overall marketing budget is allocated towards partner marketing activities, which is up from 37% in 2019. When asked how their budgets will shift over the next year, 72% plan to increase their budgets and 20% expect their budgets to remain the same. Goals and success associated with partner marketing Overall, 85% of organizations have a documented partner marketing strategy, and this increases to 89% for enterprises and is only 77% for SMBs. When a strategy is in place, there’s a significantly greater chance that marketers will see success. Organizations with a documented partner marketing strategy report that 58% of their partner marketing programs yielded successful results over the past 12 months, compared to 45% of programs at organizations without a strategy and 56% overall. “The results outline the objectives marketers hope to get out of partner marketing, and they match what we’re hearing in the market. A successful partner marketing strategy not only aims to increase revenue, but also attract new customers, increase sales and partner engagement, while driving brand awareness and credibility,” said Rick Currier, VP, US Sales & Partner Marketing, Foundry. “The results outline the objectives marketers hope to get out of partner marketing, and they match what we’re hearing in the market. A successful partner marketing strategy not only aims to increase revenue, but also attract new customers, increase sales and partner engagement, while driving brand awareness and credibility,” said Rick Currier, VP, US Sales & Partner Marketing, Foundry. “With this diverse set of objectives, don’t be afraid to ask for help. Look to your partners as an extension of your organization and leverage agencies to help scale results.” In order to achieve these goals, marketers plan to focus their partner marketing efforts on social media presence, branding, content development, demand generation and events. When asked how they measure the success of their partner marketing programs, more than fifty percent said increase in the number of actual customers which is tied with total revenue generated from programs. Additional metrics include strong partner relationships and growth of market share. Partner relationships Keeping the theme of value and success in mind, marketers (81%) agree that they are seeing a shift towards value creation partners, away from straight resell/fulfillment partners. That being said, organizations state to be involved with a variety of partners – technology partners (working with an average of 129), systems integrators (average of 108), and channel partner/resellers (average of 130). Partner marketing teams are tasked with managing the relationships with multiple partners, and roles within this management include explore/research partnerships (53%), evaluate/measure success of partner programs (52%), build partner marketing programs (51%), manage partner ecosystem (50%), and oversee the partner marketing budget (49%). “As these relationships become more complex, the majority of organizations plan to outsource some partner marketing activities over the next 12 months,” said Currier. “The tactics that they anticipate outsourcing fall into Foundry’s scope of services – social media, events, campaign and program strategy, video production, demand gen – the list goes on. And it’s important to note that more than ¾ of marketers agree that partner marketing programs with agencies yield greater results than those run in-house.” Complexities create challenges Despite the path in place to generate success and growth, partner marketers see a variety of challenges. The largest being too many competing priorities (31%), lack of strategy (25%), lack of partner commitment (24%), and lack of resources (24%). Competing priorities and lack of strategy are greater challenges for SMBs (38% and 30%), while only 28% of enterprises agree that too many competing priorities is a challenge and only 20% for a lack of strategy. Lack of partner commitment is the number two challenge for enterprises, however organizations, especially enterprises, have strategies in place to increase partner engagement. When asked this new question this year, marketers say they are investing in self-service portals to make it easier for partners to find/activate programs (49%), investing/building portals to help scale partner programs (44%), and developing multi-partner packages to take directly to partners (41%). About the survey This research is based on the responses of 379 technology focused marketers based in North America, EMEA and APAC, and was conducted to better understand partner marketing efforts within the techy industry, associated benefits and challenges, and budgetary trends with the goal of providing actionable advice for partner marketers regarding those marketing efforts. Explore the full research summary. About Foundry Global Partner Marketing Solutions Our Global Partner Solutions practice can help you navigate the unique and complex challenges of partner marketing, and help you drive positive business outcomes through collaboration. By implementing practical strategies and leading-edge marketing solutions, we help you elevate and communicate the value of your partnerships and drive return on investment. We can be there every step of the way from messaging, content, strategy and production services. About Foundry Foundry (an IDG, Inc. company) is a trusted and dependable editorial voice, creating quality content to generate knowledge, engagement and deep relationships with our community of the most influential technology and security decision-makers. Our premium media brands including CIO®, Computerworld®, CSO®, InfoWorld®, Macworld®, Network World®, PCWorld® and Tech Hive® engage a quality audience of the most powerful technology buyers with essential guidance on the evolving technology landscape. Our trusted brands inform our global data intelligence platform to identify and activate purchasing intent, powering our clients’ success. Our marketing services creates custom content with marketing impact across video, mobile, social and digital. We simplify complex campaigns that fulfill marketers’ global ambitions seamlessly, with consistency that delivers quality results and wins awards. Additional information about Foundry is available at https://www.foundryco.com.

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