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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About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One Response to 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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