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Carbonite’s Whitlock: ‘We Have a 100-Percent Recovery Rate’

100 Percent

… our laptops. It’s amazing. We all thought we would get away from that, but I know I haven’t, so it’s a critical piece of the equation.

From a partner-program perspective, it’s been a lot of fun bringing those altogether. It’s been a lot of work, but at the same time, we designed the program around standardizing all of the different discounts and opportunities across the different portfolios.

The opportunity I have to seize with the team here is to make sure we’re providing a better experience for our partners than they had before.

CP: Where do you fall on the problem of a long channel tail?

JW: As we move up market, it’s interesting. You acquire new companies, you get a set of partners that come along, and they are going to vary in terms of their investment in any specific program. The way we’re going to be selective is making a program that allows for more partners to participate, but as they show interest and investment in it, we can reward that and provide additional focus.

We all have scarce resources, right, so we need to make sure we’re placing the right bets, and one of the things that we’re working on now are processes and programs to help us do that more objectively. We’re spending a lot of time on that piece.

CP: Automation and machine learning can help on that end.

JW: I’ll tell you, my experience is, no matter how hard you work, there will be your top performers and there will be the tail. That’s the nature of the channel. So then it’s just a matter of what kind of programs you can put in place to manage the tail, versus how you’re going to manage those top performers.

I am not going to sit here and tell you I’ve got it all figured out, but we’re having a lot of fun doing what we can to make the relationship as profitable for everyone as possible.

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