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Fusion Connect’s New CEO: Updated Go-To-Market Strategy Coming

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Strategy

… end user experience, that clearly will improve the agent and partner community — and we will keep customers for the long term. And that’s something that is near and dear to my heart, really taking care of our end users.

Other things are just completing some of the work that has already been underway, and a lot of that has to do with the integration of our back-office systems. [We have] already integrated a lot from the various acquisitions, but there’s a little bit more work to do there. In particular, there’s more work to do as we look at the front-facing, customer-facing sides of our system. We have numerous portals today for our end users and our partners. It’s a real focus for us to … get to a single pane of glass in terms of how can our end users have total control of their environment in a single portal. And so that’s one thing that we’re focusing on in terms of user interface and user experience with the company.

CP: What do you hope to have accomplished a year from now?

BC: Well, I would say everything I just talked about on the to-do list. There are some big rocks there. There are some big things we’ve got to do to be able to be be successful. So I actually believe we’re going to accomplish pretty much all of it within a year. By doing so and really focusing on our distribution channels, particularly our partners, I think we’re going to see in the post-COVID-19 world or the transitional COVID-19 world, another major goal is how we double and triple the volume that’s coming from the overall partner world. That’s definitely a big focus for us.

Keep up with the latest developments in how the channel is supporting partners and customers during the COVID-19 crisis.

[But] before we can even focus on that, we have to focus on many other things — like our updated go-to-market. How do we make sure we’re competitive in the marketplace? And how do we create an unbelievable customer experience where customers don’t want to leave and want to continue to partner with Fusion?

CP: Is there anything that we didn’t talk about that you would like to add?

BC: I’m a very open book, very accessible and very reachable. We’ve got some great folks; we brought in a new chief revenue officer. Mario DeRiggi was the head of global channel sales at Vonage before coming to Fusion, and he was with me for six to seven years over at Broadview running all of my sales as well. So we’re very excited because Mario is not only just in charge of new revenue, he is in charge of that entire customer experience. [Also], taking care of and servicing our existing customer base, as well as all of marketing for the company. So we’re very excited about having Mario on board. That’s another perfect example of the board backing the company for long-term growth and success.

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