B2B2C? Key Differences in Strategy between Customer Success and Partner Success

Kevin Mitchell Leonor
Kevin Mitchell Leonor Member Posts: 248 Expert
First Comment Name Dropper First Anniversary
edited October 2021 in Strategy & Planning
Curious, picture short term financing companies like Klarna, Afterpay, Affirm, and Uplift. Their success relies on getting companies to partner with them to provide an additional service direct to consumer. B2B2C. 

What are some things a company like them would need to do to promote customer usage and to promote partner success? How much of the mindset changes between working with partners versus customers? Are there differences in key metrics in Partner Success? what should someone working on Partner Success consider when they come from CS?


  • Andrew Marks
    Andrew Marks Member Posts: 54 Expert
    Office Hours Host 2022 5 Likes First Anniversary Name Dropper
    edited October 2021

    I've done this before. The best way to approach this situation is thinking of your partners as an extension to your CS team, providing them with the training, tools, and methodology that you would use if you were going direct to your customers. Ideally, you have a partnership agreement that ties payments and incentives to the partner for delivering this type of service to their customers.