Ep 3 - The Supply & Buy Chain

Angus and Pete delve into the complexities of the supply and buy chain, discussing the roles of vendors, distributors, and resellers. They explore the dynamics of market relationships, the importance of transparency, and how to measure success in customer engagement. The conversation emphasizes the need for businesses to understand the commercial constructs behind their vendor relationships and to focus on business outcomes rather than just technical metrics.

Takeaways

• Understand the roles of different players in the supply chain.
• Transparency in vendor relationships is crucial for customers.
• Measuring success should focus on business outcomes, not just SLAs.
• The supply and buy chain is complex and not one size fits all.
• Customers should ask vendors about their commercial constructs.
• Engagement with vendors should be outcome-focused.
• Different stakeholders have different agendas in the buying process.
• The importance of aligning IT and business stakeholders.
• Requests for quotes and proposals often miss critical questions about vendor relationships.

Keywords

Angus, Pete, supply chain, buy chain, customer engagement, vendors, distributors, resellers, market dynamics, business outcomes, transparency, call centre, contact centre, contact center