The Partner Channel Magazine Spring 2018

I’ve witnessed Users move up in companies because they explored why and how it’s done by others and then
adopted what can work for their company. Being curious is important at refining user experiences. One example is
producing better reporting. This makes you more valuable to leaders because you can show them what is happening
the way they want to consume it. And, it’s another reason why business intelligence solutions are important to
uUsers’ futures. Continue to push the right content on this concept.
In my past, I was able to shadow a User. It’s great for folks who are new to selling or consulting, and it can even be
within your own operation! To see first-hand what the user goes through opens your mind on what and how your
influence can make things better. Doing this kind of work strengthens your knowledge and helps you appreciate
what users do and how you can further define messages.
People who like to “solve challenges” gain in this market; make it a practice to have conversations with others
in your department on what they struggle with. See if it’s common, and then go out to find training and answers.
Understanding what other teammates are dealing with helps offer you a full picture of company operations.
LEARNING
With technology offerings today, you have many ways of learning. Maybe you get answers by Twitter, community
forums, online or in-person courses, events, YouTube, books, webinars, etc. At any moment, you have a means to
get direction from others. To think that 10 years ago, the only way to make sure you were doing it right was to hire
someone to show you or to take a chance (not a trait in most accountants) and see if it works.
One reason why we all are grateful is the Microsoft Dynamics community, a place to find others who walk in your
shoes. With a “like” community, you have a platform to learn from one another. You will find others in the same role
as you who are looking for the same answers.
At Summit events as well as Microsoft events, you’ll find Members attending sessions in the same room hour
after hour. It’s designed that way, a common topic offered with many different approaches to master it. Make
friends who you can call on later with questions.
Watching webinars and recordings is invaluable to understanding how people use your common platform. You
witness how others look at features within the product and how they use them. It’s often eye-opening for Partners
as well! Replicating how others use it helps in relating situations.
I’ve also learned a lot from Users by leveraging Net Promoter Score (NPS). It’s simple: You survey your clients
quarterly by asking, “How likely is it that you would recommend (xxx) to a friend or colleague?”, rating from 0 to
10 to score. While it’s not a part of the NPS philosophy, consider asking a follow-up question, “What suggestions
do you have to make us a 10?” The answers bring you golden information on understanding what Users need.
Understand what Users experience in what you offer today and what they’d like.
Communication is key. This can be one-on-one or one-to-many. Most Partners post updates on their websites,
blogs, newsletters, and online webinars. This is the base of what you need to keep your clients informed.
Use what CRM is meant to bring to you and your team. Record notes that your team should be aware of and
have conversations so you understand what is happening with the client. CRM is the tool that allows a great user
experience. At Great Plains Software, we often heard, “Never ask twice”. CRM makes that a reality. Review notes
before you pick up the phone or send an email. Make it look like our company is working together!
While working for a VAR, we did annual “wellness calls” with clients. This was a chance to review what they own,
discuss what is needed, and determine their next upgrade timeline. Then we would dig in and ask what they need to
improve their user satisfaction in software and our services. Find a way to record what you gather to management
so that they understand the state of your user experience. We created a survey to gather information from the team
and roll up to management.
Bring back the “business partner” relationship again. While leading GPUG®, I’d hear Members say, “I only hear
from my Partner when he wants to sell me something.” Do you resemble that? Stop, talk, and learn from your client
relationships. Make it a practice to touch base when you don’t have something as a hidden agenda, be their mentor
and business partner, and you’ll keep them forever.
Times are changing, and Users’ experiences are key to future offerings to win and keep our business thriving.
Assign someone to “own” user experiences to understand and improve what it’s like to work with your company.
You will be surprised at what is happening and what is not. This focus will make a difference internally and externally;
be present and make appropriate changes so you want to work with your company!
24 SPRING 2018 | THEPARTNERCHANNEL.COM