Agilitas IT Solutions has discovered that the channel is getting the message and becoming more customer-centric.
Agilitas research has found the majority of channel firms have understood the need to adopt that approach with 86 percent registering the need to relevant moving to a customer-centric model.
The firm has been looking into the current market landscape in its Channel in 2020 Relevance report and found that 40 percent of companies are entirely customer-centric and 82 percent of firms develop bespoke services, and 15 percent of firms are doing, even more, to change their approach to meet user needs.
Agilitas CEO Shaun Lynn said that it is clear that channel businesses mostly understand the need to remain relevant and focused on their customers.
“In today’s changing landscape, retaining a focus on customers has never been more critical. To remain relevant and become more customer-centric, truly adding value for customers, collaboration with other channel partners is critical. Channel companies become more relevant by adding value for their customers by listening and ensuring their propositions remain aligned to their ever-changing needs”, he added.
Being customer centric and adding value to a customer was seen by many resellers as having a benefit for their own business, adding to their ambitions to transform their operations. That is not necessarily an easy task, but the majority of the channel sees something that the Agilitas report identified as essential.
“Although most companies see the value and importance of relevance, it is still a big step for many companies, requiring a transformational shift to become sufficiently customer-centric. Many are already undergoing this shift, or are starting to embark on it.”
