Ep 9 - Practice Makes Perfect

In this episode of The Angus and Pete Show, the hosts discuss what it takes to create a Customer Engagement and CX practice and explore the implications for Customer Engagement resellers as they look to transition from traditional on-prem solutions to cloud-based services. The conversation emphasizes the importance of building a robust customer engagement practice, defining success metrics, and fostering strong vendor relationships. The hosts also highlight the need for specialized expertise and a structured go-to-market strategy, concluding with key takeaways for businesses looking to thrive in this new environment.

Takeaways

• Customer engagement resellers are struggling to adapt their business models
• Leadership buy-in is essential for transitioning business models.
• Expect different revenue and cost models
• Focus on selling service benefits and not product features
• You’re no longer reselling products, you’re driving adoption of services
• Building a customer engagement practice is crucial for success.
• Specialized expertise is necessary for effective implementation.
• Vendor relationships can significantly impact business profitability.
• A structured go-to-market strategy is vital for success.
• Starting small and testing is a practical approach to growth.

Keywords

customer engagement, cloud solutions, vendor relationships, go-to-market strategy, training, expertise, business model, CX practice building, Customer Engagement, Customer Experience, CX, Customer Service, Contact Centre, Contact Center.