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ScanSource CEO Mike Baur On ‘Solutions’ Rebranding, Customer Experience Strategy And 2019 Goals

The distributor says for 2019 the customer experience is king. ScanSource is arming its partners with tools to upgrade and integrate call centers with Salesforce.

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How did you come up with this CX strategy?

“We have sold into the telecom channel for many, many years, representing primarily hardware companies. What we learned is that our channel partners, the traditional telecom resellers, telecom VARs, system integrators, they were all trying to figure out how to improve their profitability. As we did our research, what we learned was, we need to really figure out what was the end user buying, not just our channel partner, but what was the end customer actually needing when they were buying, mostly hardware through our channel. So that’s what led us to our current strategy.

We’re so focused on what the end customer needs, and it’s helping us design programs and offers to help our channel provide that entire solution where practical to this end customer.

ScanSource has never -- in 25, 26 years -- we have never talked much about the end market and the end customer. That’s why we’re in a new place now and why the Intelisys acquisition is going so well.

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