Building Better Customer Relationships: How Distributors Can Return to “Normal-ish"

Transformation @ Work

Episode 11: Building Better Customer Relationships: How Distributors Can Return to “Normal-ish"

Building Better Customer Relationships: How Distributors Can Return to “Normal-ish"Transformation at Work podcast backgroundtransformation at work icons on dark grey

Transformation @ Work

Episode 11: Building Better Customer Relationships: How Distributors Can Return to “Normal-ish"

Building Better Customer Relationships: How Distributors Can Return to “Normal-ish"Transformation at Work podcast background

Transformation @ Work

Episode 11: Building Better Customer Relationships: How Distributors Can Return to “Normal-ish"

-

Nicholas Holbik-Siu

Director of Distribution

Nick brings a wide range of distribution experience to his current role at Gerent, including 13 years at a large plumbing and HVAC company. There, he did everything from driving a truck to working in a warehouse to managing distribution and overseeing new technology. While in that role, he saw firsthand what Salesforce could offer the business in terms of automation opportunities — and how it empowered employees to cut through the clutter and focus on what matters.

Despite the struggles, market disruptions, and supply chain issues that have plagued the distribution sector over the last two years, it’s not all that hard for those in the industry to look towards the future with optimism.  After all, many businesses in distribution have seen steady business or even positive growth since March of 2020. But the reality is, many distributors (even the ones who were successful over the past two years) may soon find themselves in a precarious position — one that places a tremendous weight onto account managers and sales reps. Challenges in fulfillment have put relationships to the test; businesses need more effective communication and inventory management strategies to keep customers happy. And, as a result, the need for effective digital tools has become more pressing than ever.

On this episode of Transformation @ Work, we look at how digital tools can help businesses navigate the market shifts brought on by the pandemic and maintain stellar relationships long after things have shifted back to “normal” — whatever that might look like.

Despite the struggles, market disruptions, and supply chain issues that have plagued the distribution sector over the last two years, it’s not all that hard for those in the industry to look towards the future with optimism.  After all, many businesses in distribution have seen steady business or even positive growth since March of 2020. But the reality is, many distributors (even the ones who were successful over the past two years) may soon find themselves in a precarious position — one that places a tremendous weight onto account managers and sales reps. Challenges in fulfillment have put relationships to the test; businesses need more effective communication and inventory management strategies to keep customers happy. And, as a result, the need for effective digital tools has become more pressing than ever.

On this episode of Transformation @ Work, we look at how digital tools can help businesses navigate the market shifts brought on by the pandemic and maintain stellar relationships long after things have shifted back to “normal” — whatever that might look like.


Key Ideas

03:06: Specific challenges distributors have faced in the past two years, and how they’ve reacted to those hurdles

10:23: Why positive growth during the pandemic isn’t necessarily a sign of long-term success for distributors

12:50: How supply chain issues impacted customer relationships post-pandemic

16:55: Examples of how high-achieving distributors set themselves apart during the pandemic

23:36: The essential role digital tools play in helping businesses maintain stability and control during uncertain times

26:42: Where team leaders should focus when putting digital tools in place to support their customer relationships

green background

Ready to reinvent the future?
Let’s chat!

Get Started
green background

Want to get involved?

More episodes

Woman in a business meeting
Episode
15
Listen Now
Team discussing in conference room
Episode
14
Listen Now
Woman inspecting under the hood a car
Episode
13
Listen Now

More episodes