CX Tip #41: Create Peer-to-Peer Executive Relationships with B2B Clients

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CX Tip #41: Create Peer-to-Peer Executive Relationships with B2B Clients
(Purposeful Leadership, Customer Connectedness)

Stream Global Service’s Executive Sponsorship Program charges Stream’s senior leaders with establishing peer-to-peer relationships with senior executives from one to three of its largest clients. The goals of this program are to extend the relationship beyond the sales team, to better understand the customer’s business direction and goals, and to ensure the customer is receiving the value it expects from Stream. On a quarterly basis, the two leaders meet with each other and discuss the customer’s big initiatives, functional area goals, and how Stream can support their efforts. Feedback from these meetings is integrated with other VoC captured from that customer relationship. Click for more info

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

One thought on “CX Tip #41: Create Peer-to-Peer Executive Relationships with B2B Clients”

  1. It’s always a good idea to collect the thoughts from the senior executives. They generally have the vision for the organization and are responsible for planning for today’s operations and tomorrow’s growth. These types of working relationships are invaluable to providing an exceptional customer experience.

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