Episode 75: Prioritizing Operations or Relationships? Striking the Balance in Partnerships with Coriena Hipple Merejo

Will and Coriena talk about balancing relationship-building and operations to generate revenue. Coriena shares her experience in managing relationships and operations, emphasizing clear communication and active listening. She highlights a transition program that improved retention and call center efficiency. They also discuss supporting partner managers and designing partner programs. At Pipe Drive, Coriena reduced onboarding time by 50% and created a partner advisory council.

Takeaways:

• Striking a balance between relationships and operations is crucial for successful partnerships.
• Clear communication and active listening are key in building strong relationships.
• Implementing a transition program can improve retention and reduce handle time.
• Operations play a vital role in supporting partner account managers and designing effective partner programs.
• Partner advisory councils can provide valuable input for product development.
• Separate meetings and tasks, and ensure actionable takeaways with clear ownership and timeframes.

Chapters:

00:00 Introduction: Striking a Balance between Relationships and Operations

05:28 Improving Retention and Reducing Handle Time in Call Centers

09:33 Supporting Partner Account Managers with Effective Operations

26:00 Gathering Valuable Input through Partner Advisory Councils