IBM
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“ We want our partners to feel that partnering with IBM gives them access to the best technologies , the most effective experience , and the most efficient way for them to take care of their clients ”
— Mike Fino , COO for Global Business Partners , IBM instrumental in improving the partner experience . “ We use the feedback to help us set our priorities for transformation investment . Then , as we transform , we continue to use ongoing NPS feedback to ensure that we ’ re moving in the right direction ,” says Fino .
Once a partner provides feedback , IBM responds within 24 hours to quickly establish a line of communication . “ We may not have all the answers in 24 hours ,” adds Fino . . “ But within that time we let them know that we heard them and we are working on a response .” Extensive , systematic audits are
SEPTEMBER 2019