In this moment, excerpted from the Partners Ecosystem Digital Event which was held on April 20, Doug Smith, SVP, Strategic Partnerships and Global Partner Ecosystem, Oracle, describes how the company evaluates its partner’s and customer’s success rates.
00:08 — Oracle applies its customer success management functions on a project-by-project basis with its customers. In the last few years, Oracle has applied this same notion across the projects it completes with partners.
00:44 — Smith explains how one of these functions of the customer success management tool is tracking “how-to service requests.” An example of this is when a customer calls Oracle and needs an effective answer to a problem they are having.
01:15 — “There’s a lot of learnings that can come from that to help make it more effective. And so we’re looking at the set of engagements that a given partner has across their client base, and we’re looking for learnings there.” Smith notes that he is excited about these engagements and believes that both customers and partners will benefit, too.
Register here for your on-demand pass to view all content from Partners Ecosystem Digital Summit. The digital event, which took place on April 20, focused on analyzing the business and IT imperatives around cloud, AI, automation, data modernization, and cybersecurity that define the future of partnerships.