When you think you'd better work directly with the manufacturer... - Part 2

Posted by Martin Tracey on Feb 13, 2018

Myths about manufacturers' customer relationships

Last week, we shared and demystified several myths about the customer experience you may expect from direct relationships with the solution manufacturer or direct provider. We touched on several points that explain why manufacturers prefer to delegate solution sales, deployment and support services to their expert partners to ensure the best customer experience with their products. Today, we want to share four more myths about direct customer-manufacturer relationships.

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Tags: UCaaS, Customer Experience

When you think you'd better work directly with the manufacturer...

Posted by Martin Tracey on Feb 7, 2018

Myths about manufacturers' solution expertise

For as long as products and solutions have been sold, the customers have believed that working directly with the manufacturer or direct provider will guarantee the access to better expertise, faster resolution and more accountability. Although this may hold true in some instances, in most channels of distribution it does not. In the software and other tech industries, the requirement to operate within a larger solution or system takes away from the the sales and support experience that direct provider is offering to the customers. When it comes to providing the best solution experience from beginning to end, the biggest and best manufacturers and direct providers on the planet rely on a channel of expert partners.

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Tags: UCaaS, Customer Experience