Zendesk today announced it has revamped the Zendesk partner program as part of an effort to expand the number of channel partners capable of combining multiple software-as-a-service (SaaS) offerings to drive richer customer experiences on behalf of organizations that contract their services.
The updated three-tier partner program rewards partners based on both overall capabilities and contributions partners make across all types of business models, says Ricardo Moreno, vice president of worldwide partners at Zendesk. Each partner is now rewarded regardless if they choose to refer, resell, implement, develop, integrate, any combination of Zendesk services, says Moreno.
The previous iteration of the Zendesk program was designed to drive the adoption of individual SaaS application services. This latest iteration of the program aligns with Zendesk’s overall strategy to combine help desk and customer support service applications delivered via the cloud to enable end customers to deliver digital customer experiences.
Zendesk finds that its cloud applications are more effectively implemented when Zendesk works closely with partners, says Moreno. To achieve that goal, Zendesk needs both a more flexible channel program as well as online training programs that teach partners how to sell a customer experience solution, says Moreno.
“Expectations of customer experiences have changed dramatically in the last few years,” says Moreno.
Successful partners are the ones that focus their consultative efforts on the processes that customers are trying to implement rather than individual application services, adds Moreno.
While many partners have enjoyed great success selling customer relationship management (CRM) applications, the next major opportunity for channel partners is to combine a variety of support applications with CRM to transform the end customer experience. Generally known as digital business transformation, channel partners that can stitch the right combination of applications together to drive digital business processes will find their services in high demand. Those that don’t, however, are likely to find themselves soon marginalized.
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