Paul Brunet on ISV partners and how systems of engagement create deeper customer relationships
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We need to stop thinking about our data repositories as archives but rather mine them for insights that can help us propose the next best action to create a stronger customer experience. This was the message from Paul Brunet, Vice President, ISVs, Startups & Academic Programs, in a recent interview.
Paul challenges organizations to focus on the customer and deal with the question “how do you want the customer to think about you?” If you want to be thought of as proactive and the provider of an exemplary customer experience, then leverage the information at your disposal. To paraphrase Geoffrey Moore, turn systems of record into systems of engagement. Analyze real-time and historic data to predict the right message to put in front of the right customer at the right time.
When it comes to IBM’s Independent Software Vendor (ISV) partners, Paul points to three trends he is seeing in the market right now:
As for tips for new ISVs? Start with a single project, demonstrate success and then expand. Look at case studies and read the press to see how others are implementing the technology.
When it comes to working with IBM, Paul encourages partners to utilize the IBM Innovation Centers and in addition engage the wealth of co-marketing and co-selling opportunities IBM offers.