A Delighted, Satisfied Customer Is the Channel’s Goal


IBM isn’t the first to recognize the value of customer satisfaction in the channel, but it’s taking a different direction to ensure enduring customer engagement.

By Larry Walsh

“Delighted” and “technology” aren’t words that naturally go together. Yet the technology market has adopted a goal of ensuring that customers are delighted with their technology experiences. Customers no longer want collections of hardware, software and services they have to cobble together to facilitate processes; they want systems that produce superior outcomes.

Outcome-based systems are the new stab at consultative selling, in which vendors and partners deliver technology products and services that fulfill a customer’s needs. The difference is that the outcome isn’t about solving a problem; it’s about producing better results. The success measure is an old metric: customer satisfaction.

> Read the full article, A Delighted, Satisfied Customer Is the Channel’s Goal, at ChannelInsider.com.