What is the nature of this relationship?


I had some work travel this week that took me onsite to a customer. My colleague and I were brought there to do some training and have some collaborative business discussions. This trip, and this engagement really highlighted the mutual respect the vendor and the customer have for each other, and how much we are viewed as a team.

This is not always the case. There are definitely times where the vendor-customer relationship is much more doctoral than collaborative. I wonder what is gained by this? It seems to me that either side of the vendor-customer relationship being too rigid isn’t a good thing. From the vendor perspective, if I’m always mandating exactly how something gets done, without having any flexibility to truly understand the customer problem, I get to maintain order and consistently replicate process. However, unless I’m able to truly predict where the customers are going, and can react really quickly to changes in the business process, this is not sustainable. At some point the customers will get frustrated that their needs are being met, and that the vendor isn’ work with them. Alternatively, if the customer is always pushing and dictating how things are done, they lose out on the learnings and growth that happens from supporting multiple customers. It can become increasingly more complicated to manage and maintain solutions that are only designed with one customer in mind. A vendor that kowtows to a customer will ultimately end up with both sides being frustrated.

There is definitely some middle ground in the vendor-customer relationship that will be mutually beneficial. The customer has a right to advocate for their business needs. The vendor has a right to try to standardize and streamline process and systems. It’s the details of the relationship that are going to bridge the gap. On the customer side, bring your concerns, share your business drives and let the vendor do the same. Let the vendor also bring their expertise and insights from multiple customers and have a discussion about the best solution. These are the only way that both organizations can grow and evolve.

Do you understand the nature of your vendor or customer relationships? Have you figured out the the right balance of how to make both organizations successful?