Why should you read it?

This book shows that partner experience (PX) isn’t a side concern—it is part of the customer experience (CX). Built on original research and interviews, Ridge & Watenpaugh demonstrate with data how optimizing PX through structured journeys boosts customer impact. In one cited case from Lenovo, channel-based initiatives led to a 28% increase in customer satisfaction, 24% greater lifetime customer value, and a 19% uptick in upsell and cross-sell rates . For professionals in partner strategy who value measurable outcomes, this book offers concrete methods with impact.

What is the book about?

The authors guide readers through how partner behavior influences every customer touchpoint—pre-sale, point-of-sale, and post-sale. Through real-world case studies (Guidewire, Protiviti, BeyondTrust, Lenovo), they show how to build and manage partner journeys that include tailored enablement, specialization, collaborative selling, and support. The second edition adds a detailed appendix summarizing how coordinated partner orchestration directly contributes to customer outcomes, making the connection clear and actionable  .

Best takeaway

The authors emphasize that when partners are integrated into the customer journey as if they were internal teams—with shared goals, performance metrics, and joint reviews—the experience becomes seamless. PX becomes CX. Investing in formal partner enablement, joint planning, and shared accountability translates into fewer hand-offs, higher customer trust, and stronger ecosystem-based growth

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