Working with third party vendors to provide your customers with additional services is beneficial to you and the other vendor involved. It can do a lot from a sales perspective by helping to drive business to you and your partners business more quickly. But in Customer Success we’re all about the relationship post-sales, and there is no reason to drop the ball on the customer relationship and success for either party. The third party vendor relationship can be a challenging one to navigate when it comes to how to handle customers; when is it the third-party’s responsibility to step in? Who is the best contact for the customer when it comes to handling issues? I talked to Violaine Yziquel, Director of Customer Success at Box, about it. She’s in the process of creating and testing out new processes to ensure that this relationship doesn’t sacrifice the customer’s success.
The Customer Success Channel