Service Channels Best Practices & Benchmarks

by | Feb 18, 2019

Technology vendors rely on partners to expand their geographic reach and extend access to the expertise necessary to enable the use of their products. While many vendors form channel relationships to sell products, more than two-thirds (69.7%) of technology vendors use channels to sell, deliver and renew support and maintenance services.

The Critical Role of Channel Partners

Technology vendors rely on partners to expand their geographic reach and extend access to the expertise necessary to enable the use of their products. While many vendors form channel relationships to sell products, more than two-thirds (69.7%) of technology vendors use channels to sell, deliver and renew support and maintenance services.

Vendors that have active channel programs rely heavily on their partners for critical service sales and delivery functions. The majority (84.4%) of partners that sell service contracts are involved with the delivery of these services and nearly three quarters (73.4%) are responsible for renewing contracts. The success or failure of channel partners to deliver services can have a profound effect on a vendor’s ability to achieve strategic service objectives and financial performance.

Technology vendors that look to partners to perform critical service functions must have a well-defined and executed channel strategy. A successful channel strategy for services requires several elements: a clear vision for the role that partners will play, an established program and criteria for attracting and retaining the right partners, the commitment and capabilities to support partner success, and the means to monitor the effectiveness of the channel program and the performance of individual partners.

Featured: Service Channels Best Practices & Benchmarks

Technology vendors rely on partners to expand their geographic reach and extend access to the expertise necessary to enable the use of their products. While many vendors form channel relationships to sell products, more than two-thirds of technology vendors use channels to sell, deliver and renew support and maintenance services. This report outlines the elements of a successful channel strategy for Support.

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