How SMBs Can Leverage a Strong Channel Ecosystem to Boost Customer Experience

Organizations of all sizes are increasingly conducting business beyond their home market, thanks to the Internet. And because we live in an on-demand world, customers are demanding personalized experiences across all touchpoints – regardless of where they reside. Many buyers now even consider the customer experience just as, if not more, important than product functionality and price. 

For SMBs, which represent more than 90 percent of businesses in most countries, engaging global audiences with customized experiences may seem like an impossible task. But building a robust, global channel partner ecosystem can help this vision become a reality. In this slideshow, cloud recovery leader Unitrends details five essential elements of a superior customer experience made possible by a strong global channel network.

Building a Strong Customer Experience

Click through for five essential elements of a superior customer experience made possible by a strong global channel network, as identified by Unitrends.

A Seamless Buying Experience

No organization, regardless of size, can directly connect to each and every customer without help, let alone service them in a way that is familiar and comfortable. However, a channel ecosystem serving as an extension of a company’s business can help fill this void. By relying on their channel, SMBs are able to offer their customers a seamless and customary purchasing experience by enabling them to quickly and easily buy products and services locally, from a familiar partner. It also allows them to be more agile in meeting customer demands while reducing operational expenses (OPEX) and capital expenditures (CAPEX).

Complete Solutions Portfolio

Most organizations have to purchase multiple products from a variety of vendors to execute IT functions and meet business needs. Researching, evaluating and managing multiple vendor relationships can be time-consuming and budget-intensive – resources that many businesses just can’t spare.

Working with channel partners that specialize in IT integrations, or that provide full service and support, enables an SMB’s offerings to be marketed as part of a complete IT solution, rather than as a point product. As a result, customers not only benefit from a simplified buying process, but they can dedicate the time, resources and budget traditionally spent on vendor management to other pressing tasks.

Native Language Communication

Companies looking to grow outside of their home market need to engage customers in their native language and demonstrate an understanding of their cultures, customs, buying preferences and traditions. Translation and localization processes have gone from “nice-to-have” to absolutely vital for conducting international business. SMBs typically don’t have staff in-house to devote to these processes, but if they have a trusted channel network in local regions, they can rely on their partners to provide these services on their behalf.

Variable Procurement Options

With a global channel network, SMBs can provide their customers with flexibility and choice over how IT services are deployed and used within their organization. Whether it’s financing options, outsourcing of day-to-day management or providing a solution in an “as-a-service” subscription model, customers can decide which options make the most sense for their business. Empowering customers with the freedom to choose translates to a more personalized and positive brand experience.

Unsurpassed Responsiveness

The rate of change in technology is unprecedented in our history. It’s tough enough for IT professionals to stay ahead of the curve. Imagine how difficult it is for a typical SMB with limited IT expertise in-house. The channel plays an important role in helping SMBs understand IT changes and quickly adapt in order to meet customer needs.