In this episode of the Angus and Pete Show, they continue the discussion around resellers building CX Practices, adding detail by popular listener demand. They talk about the importance of market research and emphasize the need for validation and understanding the competitive landscape while also sharing personal anecdotes and insights on effective communication with customers.

Takeaways

• Market research and validation are essential steps before launching a new product or service.
• Understanding the competitive landscape helps in positioning your offering effectively.
• Common mistakes include assuming you have a solution to customer problems without validation.
• Having example scenarios and use cases will help you to have meaningful research conversations.
• Make sure you have a very clear definition of your value proposition and commercial structure.
• Engage with your senior stakeholders to shape business cases and securing investment.
• Your colleagues in finance can often give you the inside track on the metrics used to evaluate your business case.

Keywords

customer engagement, cloud solutions, vendor relationships, go-to-market strategy, training, expertise, business model, CX practice building, Customer Engagement, Customer Experience, CX, Customer Service, Contact Centre, Contact Center.