Frost & Sullivan

Beyond the Contract: Building a Collaborative Partner Relationship

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Companies that will win in 2022 and beyond will be the ones that proactively embrace change, can act quickly, and have successful partnerships in-place to capitalize on them. It has created an opportunity for organizations to reassess their strategic alignment with the right companies. Just a few of the possible outcomes include sustained growth, improved customer retention rates, reduced employee attrition, as well as increased revenue and profits. How can you make sure that you have a collaborative governance model in place to optimize your partner ecosystem and set up your business for even greater success, now and into the future?

Join Michael DeSalles, Principal Analyst at Frost & Sullivan, and top management from DATAMARK and R+L Carriers to learn:

Partner Selection Best Practices

  • It’s All About Results, So Begin with the End In Mind
  • Not All Partnerships Are Created Equal: Diversifying Partnership Risk Appropriately
  • Tailored Partnerships: One Size Does Not Fit All

Innovation Requires Collaboration (extension of your brand)

  • Managing a Vendor vs True Collaboration
  • The One Team Model
  • Doing the Right Thing

What it Takes to Deliver Great Service Through a Partner

  • Two Companies, One Brand
  • Shared Values
  • You Can’t Over-Communicate
  • Optimizing Customer/Agent Engagement

Moderator

Michael DeSalles

Michael DeSalles
Principal Analyst

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Panelist

Satish Kumar

Satish Kumar
Director of India Operations

Satish is the Director for India operations at DATAMARK and has been in the BPO industry for around 26 years. He manages the entire India operations including voice and non-voice processes from different verticals – Logistics, Transportation, Retail and Fulfilment, Healthcare, etc., He has been instrumental in growing the businesses at DATAMARK India locations where we have 1200 people working across the country.

Datamark

Panelist

Mark Conard

Mark Conard
Senior Director
Revenue Management

Mark has 40+ years of experience in the LTL industry. Growing up in Kansas City, MO and a 1980 graduate of the University of Missouri with degrees in Economics & Logistics Management. Starting his career in Conoco’s management training program, then spending approximately 14 years with Yellow Freight, the next 14 years with USF (Reddaway, Bestway & Dugan) and currently with R+L Carriers since 2009.

R+L Carriers
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In Collaboration with DATAMARK and Frost & Sullivan