Partner Journey Map
Each interaction matters. Each experience matters. Each person matters.
A new team onboarded over 30 global partners within their first two years of forming. With partners demands growing, the team needed to establish more consistency in their approach, maintain the uniqueness of regional needs and be future-proofed for long term success.
Their challenges:
Partner demands were growing and while the team responded swiftly, they were busy performing administrative and repetitive work instead of consulting.
The team needed solutions that balanced regional nuances such as product localization, translations and cultural messaging, along with customization for strategic partners.
Majority of partners expected white-glove service, especially as the team was still growing their partner base.
My solutions:
An adaptable journey map defining the following:
Types of touch points: Human-led, automated and self-serve defined
Ownership: Which team(s) were responsible for executing certain touch points.
Sequencing: Touch points were defined across all key lifecycle stages from pre-sales to performing.
Customizable partner-facing assets including pre-sales and onboarding decks.
Defined roles and responsibilities across marketing and enablement teams.
Our wins:
100% alignment across Leadership, Enablement, Marketing, Sales, and Operations teams.
Scaled newsletter efforts by 550% by centralizing communications with Enablement team and repurposing educational and marketing content.
Increased case study portfolio by 50% by reassigning efforts to Enablement team.
Example Work
All examples have been anonymized to protect proprietary content.
