SugarCon 2012 and Social PRM

The RelayWare team have returned from SugarCon 2012 in San Francisco after our first year of sponsoring the event. It was attended by around a thousand SugarCRM customers, partners and developers and spanned three days. It’s a unique blend of keynotes, break-outs, social events and hands-on sessions for the many Sugar developers to build on the product’s success in a way that only open source allows. We’re delighted to be a SugarCRM partner and to have RelayWare PRM selected as Sugar’s own PRM system to underpin their global partner program.

We enjoyed some great keynote presentations from some excellent and well-known speakers including Paul Greenberg and Guy Kawasaki. Recurrent themes were, of course the continuing evolution of Social CRM and the ever-growing importance of mobile for CRM. These are of course equally relevant for Partner Relationship Management (PRM) and social and mobile extensions to RelayWare’s capabilities feature heavily in our roadmap.

While discussing what “social” and “mobile” mean for PRM with some of the leading independent analysts at the event, the word “collaboration” came up frequently. Of course collaboration features in the generally accepted definition of social CRM from Paul Greenberg himself:

“Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.”

Collaboration is and always has been a feature of PRM. Any PRM solution must enable vendors and partners to collaborate in the truest sense; not only in conversation – this is a given but in the often complex business processes that are necessitated by an indirect sales and service model. Chatter, Jive, Yammer et al offer companies an “enterprise social network” or “social intranet” to enable employees to collaborate and communicate. Partners are extensions to most manufacturers enterprises – an extended sales force, an extended marketing team, an extended customer services operation often numbering tens or hundreds of thousands of people globally.

Social PRM offers these vast numbers of individuals an “ecosystem social network” or “social extranet” solution that links vendors and partners and enables them to collaborate in many of the same activities that any company would expect to engage in with their own workforce. Historically, these activities have been supported by tools presented on a partner extranet or partner portal. These portals are still essential repositories of rich content and will, I’m sure endure the communication revolution that social media has brought about. But solutions like RelayWare are driving innovation in the field of PRM to provide businesses with tools to facilitate multi-channel partner communication strategies that go far beyond the partner portal and incorporate a broad range of social and mobile capabilities to enable vendors to communicate and collaborate with their partners via the medium of the partner’s choice.

Social CRM continues to evolve but it has been clearly defined. The interactions we had at SugarCon and other key CRM events this year reaffirmed what we already knew; “Social PRM” as a strategy and a technology is not yet clearly defined, but RelayWare is at the forefront of defining it. Over the coming weeks, I’ll be sharing news about our exciting Spring and Summer 2012 product launches and new features in this blog. We’ll be adding a broad range of social and mobile capabilities to RelayWare driven both by the expressed needs of our customers and our vision for the future of partner ecosystem collaboration technology.

¶ Posted April 30th, 2012 † Mike § PRM ‡ No Comments |

PRM Best Practice: Providing Service & Support VI

Concluding our recent series on best practice methods for the provision of web-based partner support resources:

Legal

Disclaimer / Privacy Statement / Terms and Conditions

Websites that store and collect user information are required by law (data protection act) to inform their visitors about the usage of this data. Requesting partners to accept the terms and conditions for usage of the portal could prevent issues caused by inaccuracy of provided data and/or misuse of confidential information on the portal. With this in mind, ensure that the privacy statement and the portal terms and conditions are accessible before a user has logged on to the portal and when registering for an account to access the portal the partner should be forced to accept your terms and conditions for usage.

Partner Service and Support in the Age of Social Networking

Looking forward, we see a move towards increased partner network collaboration. We believe that leading vendors should not only support but actually facilitate communication, cooperation and collaboration between the members of their partner ecosystem. Whilst many partners do compete, vendors have to some extent been complicit in dividing and conquering them. Partner portals of the future can and will play a part in bringing partners together to share strengths and compensate for weaknesses to deliver better solutions for customers. Web 2.0 will help in ensuring that, regardless or tier, label or hierarchy, all partners are given an equal opportunity to interact with the vendor and are encouraged to interact with each other for the good of the customer and of their business in general. In this way and by focusing on delivering the very highest quality of service and support to all of their partners, vendors have the opportunity to take their place at the very center of the partner ecosystem rather than merely at the top of the food chain.

Summary

Partner Portals used to be password protected websites that were often little more than repositories for out of date product information. Corporate websites have typically seen the bulk of vendor’s investment over the years and consequently many of our prospective clients complain of falling hits and a general lack of interest on the part of partners towards their portals.

Today, vendors are recognizing the importance of ensuring that their partners are as well informed as their own staff and that they are provided with tools, resources and information to an equal standard. Consequently, we have begun to see desire amongst vendors to dramatically improve not only the content of portals but also making them “self-service” sales and marketing assets for partners. In so doing they have recognized the importance indeed the necessity of deploying their partner portal not on a separate content management system but upon an integrated partner relationship management platform.

¶ Posted April 11th, 2012 † Mike § PRM ‡ No Comments |

PRM Best Practice: Providing Service & Support V

Continuing on our recent series on best practice methods for the provision of web-based partner support resources:

Content

Product Services Catalog / Product and Services Collateral

There should be an abundance of “channelized” product or service information. By this we
mean generic material that has been written specifically for a channel audience rather than
for customers. Its aim should be to assist the partner in selling, marketing and supporting
rather than persuasion to purchase. Information must be available in a variety of forms
including audio visual, textual and graphical and it must wherever possible be available for
download in formats that can be used by the partner in their own documents, proposals and
collateral.

Price lists

In addition to comprehensive and up to date product information fed from the latest
integrated product catalog, portals should offer relevant partners online access to their own
price lists.

Amount of Text on Page and Page Download Size

Avoid over filling pages with too much text and reduce as much as possible the need for
partners to scroll down to see content. Use fonts and font colors that are easy on the eye.
Keep text columns too wide to make them easier to read and balance your desire to impress
with audio visual content including Flash with minimizing page load times.

Persuasion Elements

Improve stickiness and the desire to explore the site and make use of its functionalities by
using persuasion elements and calls to action on every page.

User Specific Content

Partners will be drawn to the portal and spend more time visiting it if they sense that the
content is tailored to their specific interests or needs. Ensure that your content management
system or PRM system can present content based upon visitor profiles and that profiles are
fully populated with personal content preferences.

Partner Registration

Registration Process

Make the registration process easy to use and as brief as possible minimizing the number of
screens and feels that the partner has to populate. Additional information can always be
gathered later but a lengthy process can cause abandonment and the partner may never
return.

Social Media Single-Sign On

Allow your partners to register using their existing social media ID’s, associate these ID’s with their user profile on your site and also enable them to synchronize their profile data from their social media accounts with your own data. LinkedIn is of particular relevance here due to the fact that it is typically the most up to date and the most content-rich in terms of business relevance (job role, employer, expertise etc).

Approvals Process

Automate the approvals process by using your relationship management system. Ensure
timely responses to the applicant and keep them updated throughout.

Registration Incentives

Registration can be a chore for the partner. Incentivize them to go through the process if
you can and entice them in by allowing them to sample the capabilities and benefits of your
portal.

Security

HTTPS

Most portals currently at least offer a secure connection on the registration forms and the
pages on which profile data can be updated. However, if your portal offers PRM
functionality including access to confidential financial data or tools capable of managing
financial activities, it is essential that you consider HTTPS at least for the relevant pages.

Password Strength

Avoid including username and password in any activation mails sent to applicants as these
may make it possible for this information to be intercepted. The activation email which
users receive after signing up. Also, you should allow users to change your issued password
and specify their own to the highest level of complexity.

To be continued…

¶ Posted April 2nd, 2012 † Mike § PRM ‡ No Comments |

PRM Best Practice: Providing Service & Support IV

Partner Relationship Management Functionality

Self-Profiling

In order to maintain data quality in your database and improve the targeting and quality of your communication, offer partners access and editing rights to their profile data so that they can maintain themselves. Make this easily accessible to them from the homepage or as part of the navigation.

Lead Management

Coupling your marketing, lead generation and sales activities with automated lead distribution via the portal streamlines the process and delivers leads directly to the channel sales people best placed to close them. Additionally, if you provide a means for partners to update lead status themselves online, they can keep you up to date and let you know when sales are worn or lost. This also ensures that you can monitor performance and ensure that closers receive more leads.

Deal Registration

Essentially, lead management in reverse, deal registration capabilities allow partners to register their own sales leads via your portal in exchange for some benefit or reward. If their leads can be seamlessly deposited into your integrated sales pipeline in CRM via PRM and managed online in exactly the same way as your own leads, the process is streamlined, kept constantly up to date and partners can be rewarded for deals upon closure.

Online Learning and Certification

Face to face sales and marketing training is typically not practicable or cost effective these days but in its wake has been left a void. Some vendors have made attempts to stretch legacy internal learning management systems to support online partner training but this presents a number of problems not least the creation of yet another portal for partners to use and one more database to keep up to date. Leading partner portals integrate e-learning with online testing and certification management to deliver a full range of partner training programs including technical and pre-sales and manage the entire process from content management through delivery and the management of complex accreditation mapping and scoring. This ensures that partners need only log in to one portal and all of their information is maintained up to date within the same database.

Marketing Tools and Management of Marketing Funding

Many portals offer partners the opportunity to download marketing materials, brochures and presentations and a number of software or services companies have in recent years offered plug-ins to facilitate online customized or co-branded marketing material creation. Best practice partner portals integrate all of these capabilities but additionally they facilitate full marketing collaboration between vendor and partner. This can include the facility to accrue and manage MDF accounts, claim funds and make redemptions against approved marketing campaigns all enabled by integration with the partner database and other enterprise systems at the back end.

Incentives Programs

Loyalty programs and incentive campaigns are another program component often outsourced to third parties by vendors. Again, this results in multiple portals or websites, manual processes, inconsistent data and poor partner satisfaction. High performance partner portals.

Special Bid Support

Another process renowned for being at times painfully slow, bureaucratic and inefficient is the process of managing special pricing or bid support. Leading portals automate this process by managing product catalogs and pricing, bid requests, hierarchical approvals and imposing roles and controls. This once again enables partners to use the portal as a one- stop-shop and enjoy a much more convenient, efficient and speedy experience in supporting you in business development.

Partner Locator

Link your corporate website to your relationship management system’s database to provide an intuitive partner locator function that enables customers to match their needs to the most appropriate partner. Complete the loop by notifying the relevant partner immediately by delivering a lead with the customer’s information to ensure that the opportunity is followed through. These “soft” leads are often less well qualified but much appreciated by partners.

¶ Posted February 27th, 2012 † Mike § PRM ‡ No Comments |

PRM Best Practice: Providing Service & Support III

Delivering High Quality Service and Support to “Unmanaged ” or Tier 3 Accounts

RelayWare have built and deployed some of the industry’s best and most successful partner portals. We don’t write content – our customers are the best at doing that – but we do advise them on best practice in partner portal design and functionality to offer the best possible online partner service and support. Here are some tips that our customers have found useful:

Portal Accessibility

Browser Testing

Partner portals should be compatible with the four most common browsers: Internet Explorer, Mozilla Firefox, Chrome and Safari. They will be accessed by mobile devices so compatibility should be ensured with mobile browsers as well.

Text Browser Compatibility

Less of an issue these days but text-based browsers support much more limited functionality and some forms or functionality will not look right or work properly. Make sure that yours do.

Window Size

Many partners will want to access the portal using a laptop, tablet or phone with a correspondingly small screen. The portal’s window size should be flexible and designed to fit well in the most frequently used laptop screen format of 1280 x 1024 pixels and ensure that mobile-friendly versions of your portal are available.

Color Blindness

Portals should be tested under the constraints of a filter designed to emulate color blindness. This very common condition can make many websites very difficult to navigate.

Navigation

It is essential that partners can easily access the information and tools they need with the minimum number of clicks from the home page. It is critical that the site structure is well thought out and that everything is navigable through no more that 2-3 clicks and is clearly signposted from the home page navigation. We strongly advocate button / icon-driven navigation and this also lends itself well to mobile versions.

Use of Frames

If possible, avoid using frames. Some people have difficulty navigating within frames, either because the frames are confusing or because the software they are using simply cannot read frames. When using frames, always offer meaningful NOFRAMES content for those people who cannot read framed information. Use NOFRAMES properly – “upgrade your browser” is of no help to someone using (through choice or necessity) the most up-to-date version of a browser that simply doesn’t handle frames. The NOFRAMES section should contain meaningful content with links to the other pages in your site, so that they can be accessed without frames.

If you must use Frames, ensure that each frame has a sensible TITLE (in addition to the NAME) which gives a clear indication of the content to be found in that frame.

Portal Functionality

Sitemap

While sitemaps are not of vital importance to a portal site, they do improve the user experience particularly where there are navigation issues.

Search

It is important that a partner can easily mine the wealth of information contained in your portal so a good search function is essential. Incorporate a high performance search engine with both basic and advanced search capability – we use Verity in our sites and be mindful of the presentation of search results.

Contact Us and Contact Information

Make sure that partners have the means to contact you through the portal and provide a means to communicate with specific people, roles or departments. It is very effective to incorporate the names and contact details of those people in your organization – account managers, partner marketing team members, technical support team members and operations people who are actually assigned to the relevant partner. This can be achieved by incorporating their details into partner profiles in your database that sits behind the portal.

‘Remember Me’ Functionality

The portal should contain a remember-me option on the log-in screen to prevents them from having to enter their access details every time they visit the portal. This makes the future login process much quicker and easier and addresses a common complaint that partners have regarding having to remember multiple ID’s and passwords for the plethora of vendor sites they use.

Social Media Sign-In and Profile Share Functionality

The portal should allow partners to log in using their shared social media accounts eg. LinkedIn and Facebook. This makes life easier for them and makes the portal more usable as passwords are unlikely to be forgotten. The portal should also allow the partner to sync their social media profile data with your database to avoid them having to renter it – this also helps to keep data up to date.

Printable Version and Exportable Content

Define and incorporate a specific print-style-sheet to ensure that pages are printed correctly. The printed pages should not contain the portal navigation which is usually not required when printing a portal page. The ability to export content for incorporation within presentations or proposals for example should also be considered.

Next week, we’ll examining the integration of PRM functionality into the portal.

¶ Posted February 21st, 2012 † Mike § PRM, Uncategorized ‡ No Comments |

Best Practice PRM: Providing Service & Support II

Last week, we started to consider the best approaches for providing a service and support offering to your channel partners for which the investment required is proportionate to the return yet the quality of offering is consistently high regardless of partner status.

Last week we talked about segmentation versus quality of service and the challenges of nurturing lower tiered partners to encourage growth. This can be a difficult and time consuming task. It is for this reason that many vendors simply don’t bother to try. But in difficult business and economic climates such as those we currently face, failure to exploit all of the sales and marketing resources and opportunities available to you is quite simply inexcusable. Our advice would be to invest in:

• Profiling your lower tiers

• Building a comprehensive database of your entire partner community

• Segmenting your partners based upon qualitative as well as quantitative metrics

• Targeting those partners with high growth potential

• Offering a consistently high quality of service and support to all regardless of tier

Delivering High Quality Service and Support to “Managed Accounts”

RelayWare concern ourselves with collaborative partner relationship management process automation and we know from experience that getting these essentials right and providing the tools and resources to your field channel account managers and call center agents delivers great results. What we will not attempt to do here is to discuss human partner management best practice as this is a topic best addressed by sales force development companies.

Let’s take a look at some of the tools and resources that can tangibly improve sales force productivity, channel intimacy and ultimately drive indirect channel revenue growth:

Account & Contact Management

Any relationship management system will provide sales people with the ability to populate your database with company and contact information. This will not only improve their own effectiveness in managing their accounts but will also support marketing communications and channel marketing program effectiveness. This helps to ensure that partners receive the most appropriate communications to their job roles and needs and improves the perception of the vendor’s level of partner intimacy.

Activity Management

As important to sales managers as to the sales people themselves, activity management tools help to improve productivity and activity levels and monitor sales person interaction with their accounts. This also serves to increase the amount of proactive interaction and hence support time offered by the account managers to their partners.

Partner Management

A partner relationship management system can provide sales people with tools to oversee their partner’s interaction with many aspects of the partner program. This will include tiering and accreditation, training participation and personal certification, MDF accruals, claims and expenditure, sales incentive performance etc. This helps make account managers more knowledgeable about their accounts, have greater visibility at a detail level and facilitates consultative account support thus enabling them to deliver substantially more value to their partners.

Partner Portal

Tier-driven selective content presentation via the partner portal ensures that field and telesales managed partners activities can be backed up with tools, content and resources on the partner portal providing 24×7 partner support.

Lead & Deal Management

Manual lead management processes often involving telemarketing, telesales, field sales and partner reps can be fully automated along with deal registration programs to maximize productivity, speed up lead closure and deliver improvements in marketing campaign ROI. Well run, efficient and effective lead management programs are highly valued by partners.

Opportunity Management

Relationship management systems will enable filed and telesales partner account managers to input and manage their sales pipelines tracking run-rate and project-specific business and provide managers with roll-up facilities to gain a top-to-bottom view of all sales opportunities.

Sales Forecasting
With all partner leads, deals and run rate business captured in the same system, forecasting is made easy and the process is dramatically simplified saving sales reps a great deal of time whilst improving accuracy.

Data Quality Management
Making sales reps responsible for managing and maintaining partner data takes a little time but helps them to engage in effective partner management and contact management ultimately improving partner relationships and sales rep productivity.

Document Management
By making your partner database the master repository of partner data, you can associate all documents from correspondence, marketing communications and price lists to contracts with a partner’s record making them easy to catalog and retrieve by anyone in your organization. What is more, when a sales rep leaves the company or changes role, no documents will be lost or left on their hard drive. What is more, documents can be made accessible by the partners themselves via the portal on a self-service basis.

Contract Management
Managing contract management and renewals online via the portal and automating the approvals processes will save sales rep time and help improve productivity, accuracy and consistency for both vendor and partner.

Basic email Marketing and Communications
By driving all partner email and communications through your relationship management systems, data can be captured in the contact history ensuring that all contacts are recorded centrally rather than distributed on individuals PC’s or laptops. Email templates for standard communications can be made available to sales users to improve consistency of look and feel and minimize duplication of effort whilst improving the quality, relevance and timeliness of communications to the partner.

Sales Out Data
Integrating sales data from ERP systems, CRM systems or sales out data reports from 3rdparties into partner databases places all of the necessary performance management information into the hands of the partner account manager and ensures that the partner relationship management system becomes their most essential tool.

Reporting Tools and Dashboards
To avoid forcing partner account managers to seek out performance data from your disparate systems, provide them with easy to use, self-configurable  reporting tools and dashboards that give them instant access to key performance metrics and allow them to extract reports to insert into business plans and presentations at the click of a button.

In summary, greater automation and process simplification leads to improved productivity. Increased productivity in turn leads to more “face time” with partners or more time to build relationships with more partners. Essentially equipping your channel sales team with the right tools and resources with which to do their job is essential to providing high quality front line service and support to managed accounts whether they are looked after by field-based or telesales reps because of the substantial productivity and capability enhancements they offer.

Next week, we’ll look at ways of delivering high quality service and support to “unmanaged ” or Tier 3 accounts.

¶ Posted February 6th, 2012 † Mike § PRM, Uncategorized ‡ No Comments |

PRM Best Practice: Providing Service & Support

Over the next couple of weeks, we’ll consider the best approaches for providing a service and support offering to your channel partners for which the investment required is proportionate to the return yet the quality of offering is consistently high regardless of partner status.

Partner Segmentation Versus Quality of Service

In an ideal world, partner service and support should be provided in the spirit of social welfare services – available to all, provided to a consistent standard and free at the point of use. In practice, things rarely work out this way. In previous whitepapers, we looked at partner selection and segmentation approaches leading to the development of accreditation hierarchies. These same hierarchies are commonly used to determine the nature and often the quality of service and support offered:

As we already discussed in previous posts, this approach simply exacerbates the pareto effect – 80% or more of a vendor’s business derived from 20% or less of the partner base. This makes perfect sense. Higher tiered partners get the best levels of service and support and the greatest investment. Lower tiered partners receive the poorest service and the least investment. One could argue that this is only fair. However the model makes a key and often flawed assumption; that partners generating low levels of sales today lack potential for growth. Making the same assumption about customers would be unthinkable!

However, nurturing lower tiered partners to encourage growth can be a difficult and time consuming task. It is for this reason that many vendors simply don’t bother to try. But in difficult business and economic climates such as those we currently face, failure to exploit all of the sales and marketing resources and opportunities available to you is quite simply inexcusable.

Next time we’ll take a look at the things you should be investing in.

¶ Posted January 30th, 2012 † Mike § PRM ‡ No Comments |

PRM Best Practice: Partner Communication IV

So far, we’ve talked about  defining your objective, selection and segmentation of receivers, medium and message. In this the last part of this topic, we’ll talk about repetition and frequency.

Response

When you deliver call to action, then you must also have in mind a desired response both in terms of:

• Action – What do you want the receiver to do:
  • Immediately?
  • In future?
• Medium – How do you want them to respond?

By implication, if you are going to communicate and any communication must have a call to action then you must plan for the response and consider how you will:

• Receive it
• Monitor it
• Report upon it
• Act upon it

In practice, this means content creation within your portal. It means making sure that the information or functionality exists within your portal to easily satisfy the call to action, to act upon it and to capture the interaction resulting from it.

Repetition and Frequency

Whether you send out weekly updates, monthly newsletters or quarterly bulletins, consider carefully how often your partners want to hear from you. It is important that you consider how many vendors are contacting them daily and how many different communications they are likely to receive and want to receive. Consider conducting research amongst your partner community before deciding for yourself. The results may differ substantially! We think that communicating more that once per week is dangerous because it increases the likelihood substantially of your messages being:

• Ignored
• Read selectively
• Categorized as “Junk Mail” and never read again

Communicate sparingly and ensure that what you have to say is worth saying and interesting to your audience. However, if you issue an important message to your channel partners, it is worth repeating it selectively to those who failed to respond to your call to action the first time. This “second bite of the cherry” can often produce more results than your first provided that you change the tone of the message to incorporate a more personal, appealing or even pleading tone. Next week we’ll start a series of posts on partner service and support, specifically partner portals and mobile solutions.

¶ Posted January 19th, 2012 † Mike § Uncategorized ‡ No Comments |

PRM Best Practice: Partner Communication III

¶ Posted January 9th, 2012 † Mike § PRM ‡ No Comments |

PRM Best Practice: Partner Communication

Mediums

eMail is still the default B2B communication method these days long replacing the direct mail piece. It looks likely to be eclipsed by social media but we have yet to encounter a vendor who has been effectively able to harness the power of social media to measurable effect with partners. Meanwhile, most vendors do a very poor job of communicating with partners via mail. Frequency – too little or too much, poor targeting and weak content are the main culprits. What is more, to make it work properly for you, you need to:

• Ensure that you have accurate, up to date email addresses for individuals in your partner community.
• Ensure that you have their permission to send mail to their private email address (business addresses are exempt from DPA restrictions)
• Ensure that you have a means to dispatch sometimes large numbers of emails at one time.
• Have a repeatable process for communication creation that avoids duplication of effort.
• Offer a means for the recipient to unsubscribe.
• Make the title sufficiently compelling to ensure the mail is opened.
• Tailor the content to your audience or your audience to the content
• Keep the content short and present it in such a way as to make it look and sound interesting.
• Have a means of tracking the communication:
  • Who did it go to?
  • Who received it?
  • From whom did you receive a “bounce-back” and why?
  • Who opened and read it?
  • Who responded to your call to action?
• Ensure your communications are not mistaken for spam

It is often worthwhile targeting selected sub-audiences with complementary communications using other mediums such a telephone, direct mail and SMS where a more personal touch is required or where the message needs to be reinforced. SMS is a popular medium particularly when communicating with sales people and where immediacy is important but it should always be backed up by other mediums .

Social media is becoming an increasingly important medium in B2B as it has for individuals but most vendors are misusing it as a mechanism for broad poorly targeted, untrackable messaging to the amorphous masses. For this reason it’s value is as yet unclear but RelayWare will address this very real need in 2012 with the introduction of “Social PRM”. Social PRM will leverage social media platforms and mobile technology along with enhanced PRM technology to allow vendors, partners and customers to interact in entirely new ways and engage the entire partner and customer ecosystem to drive commerce – watch this space, we’ll be covering this topic in detail soon!

Partner portals should be seen as the final destination and the medium for hosting the message in its entirety with rich, high quality content. All other mediums should be used to direct partner traffic to your portal. This is important for two reasons:

1. Your communication should be brief and to the point directing the partner through a call to action to visit your portal do take the next step: a. Read b. Learn c. Sign-Up d. Download etc.
2. Your partner portal contains so much more information of value to the partner. Use their visit resulting from your communication to retain them on the site a little while longer to enable you to impart more information.

It should be remembered though that all mediums rely upon good contact information whether that be telephone numbers, email or office addresses. I will stress again that this is the biggest single source of failure. If your database is inadequate or out of date, you will fail to communicate effectively. Next week we’ll look at messaging.

¶ Posted January 2nd, 2012 † Mike § PRM ‡ No Comments |