Gavin Gamber from ConnectWise has been working with CompTIA for the past year or so and is sitting on CompTIA’s The Business Application Advisory Council, which represents several cloud software platforms and applications who get together to try to address some of the releveant industry trends and issues that affect the SaaS market.  One of the outcome of the Council is called The Buyer’s Journey, which is a framework to examine your business and your client interactions, and to help you make sure you’ve got the pieces in place to excel. 80% of business say they’re delivering superior service, but only 8% of customers agree. Partners should start with a gap analysis to find out what they are good at and weak at.  They also need to make sure they do a Quarterly Business Review (QBR) with their clients.  These are some of the tools for navigating the major touchpoints.  For more information, please visit