Symbiotic Support Channels is the first-ever comprehensive review of vendor best practices for leveraging reselling partners to deliver technical support. It also provides insights into informal and undocumented activities that contribute significantly to partner effectiveness and success. This book highlights the inter-dependencies and tradeoffs of operating a support channel so readers can best take advantage of their unique corporate cultures and resources to create powerful support partners.
Some of the world's most effective channel-focused technology vendors share how they:
- Select the right partners
- Enable partner success
- Support partner escalations
- Measure partner achievements
- Compensate partners to reward desired behaviors
- Manage partner performance.
Symbiotic Support Channels illuminates a path to success that balances theoretical ideals with the constraints of reality.