Channel Optimization Framework

The Extended Enterprise Delivered Latitude Fact Sheet Latitude’s Strategic Framework to Improve Channel Performance Channel Optimization Latitude’s channel optimization framework improves the performance of large, knowledge intensive partner channels. It provides an incremental approach that identifies where selective information technology investments can yield the greatest benefit to the extended enterprise and its channel operations. 1 Performance of the extended enterprise greatly depends on its partner channel when extensive knowledge is required to effectively sell and provide customer service for a product or service. When the channel is also large or franchise-based, the partner channel creates additional, unique performance improvement challenges. • Difficult to measure and anticipate performance outcomes. No valid picture exists to explain how each partner contributes to overall channel performance. Complex processes govern interactions. Multiple systems, data sources, and platforms increase costs. Difficult to establish, communicate, and enforce best practices. The extended enterprise lacks direct visibility into the day-to-day activities of a partner and cannot apply the same management controls used to improve corporate operations. Training and certification programs set standards but increase administrative cost and effort. Channel optimization depends on a well-conceived roadmap that addresses these challenges by providing more visibility into and influence over partner operations. The extended enterprise can maintain influence over the partner’s people, systems, and business processes, and the partners can increase profitability and competitive position by giving customers a consistent, positive experience. Overall channel performance for the enterprise increases with less variable, more predictable business results. • • Latitude Consulting Group 888-577-2797 www.latitudecg.com LATITUDE CONSULTING GROUP FACT SHEET Channel Optimization Latitude’s channel optimization framework strategically integrates five key areas of channel optimization that can be implemented in a modular fashion, guiding tactical efforts to improve performance. . Identify the strategic areas of optimization that affect your channel operations the most. Target those areas with the appropriate tactical effort and investment. STRATEGIC AREA Channel performance objectives focus on clearly defined, consistent results Causal network provides a basis for understanding what factors have the greatest impact on performance. Balanced scorecard, where metrics correlate to performance, tracks progress against objectives and provides a single point-oftruth for the enterprise and all its partners. Creating common processes and data between enterprise and partners to increase operational efficiency and visibility. Knowledge transfer ensures that channel partners can easily acquire the understanding and information they need to meet objectives. 2 POSSIBLE TACTICAL EFFORT • Develop plan to increase dealer support productivity • Establish certification as a strategic objective • Develop predictive model for resource allocation • Use structural equation model to define causal network • Metric rationalization • SPOT database to lower support costs • Reduce enterprise/channel interaction costs by decreasing conflicting data • Channel portal or portal applications that reduce hardware and software costs and decrease learning curves to perform tasks • Just-in-time e-learning and distance learning to reduce productivity lost to classroom training • Extended enterprise-wide LMS to increase training efficacy and reduce administrative and costs • Implement certification program to improve customer service FOR MORE INFORMATION To learn more about the channel optimization framework, including a more thorough analysis of your channel and the tactical projects that can increase your performance, contact Latitude at 877-577-2797 or info@latitudecg.com.