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PRM Implementation Success Factors
Andrew O’Driscoll, Apprivo
Ryan Davis, Salesforce.com
Track: Channel and Partner Management
Safe Harbor Statement
“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.
Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
Ryan Davis
Principal Consultant,PRM Global Services Lead
Salesforce.com
rdavis@salesforce.com(415) 246-7219
Andrew O’Driscoll
CEO
Apprivo
aodriscoll@apprivo.com(415) 378- 2471
About Apprivo
Apprivo works exclusively with companies using salesforce.com, providing consulting and development services Apprivo customers primarily sell through indirect channels and want to extend their salesforce deployment to support channel business processes such as deal registration, lead distribution, and MDF among others. Apprivo has co-developed several of the PRM applications in the AppExchange PRM category and have implemented over 20 PRM deployments
www.apprivo.com
We’ve worked with PRM customers of all sizes and industries
Session Agenda and Overview
10 Components of Every Successful Partner
Program
Partner Account Management
Deal Registration
Lessons Learned
Question and Answer
1. Most customers start with a pilot
Develop a global
standard/process
Select high performing partners
Conduct pilot focus groups and
incorporate feedback
Expand rollout, considering:
Languages
Currencies
Regional/geographic nuances
Support processes
2. Partner training is key for success
http://www.sprintcreative.com/salesforce/
http://www.rackspace.com/partners/partnerportaldemo.php
Option Description Considerations LOE
Webinar or
Recorded
Training
Live webinars by
geography/language
Recorded for partners not
able to attend
Highly scalable
Impersonal can challenging to
manage partner that view
recording
Lowest
Training Portal or
3rd party training
tool
Initially, partners only have
access to training material
via portal until “self-certified”
Hands on training
More robust
tracking/certification options
Moderate
Train-the- Trainer
(T3)
Channel Managers (CAM)
train their partners
Assumes manageable
CAM:Partner ratio
Resource intensive,
scalability
Highest
3. Create metrics to track pilot exit criteria and ongoing success
http://blogs.salesforce.com/prm/
4. Create a custom help file to augment standard support processes
FAQs
Support/Contact information
Field/process definitions
Standard Help
Custom Help
5. Customize portal branding for a seamless user experience
Logo
Accept Leads
Home Page Message
My Stats
Help and Search
Lead In Box
Footer
Header
Approval In Box
CSS (throughout)
6. Develop targeted messages to encourage usage and adoption Increase awareness of existing
functionality (tab specific)
Offer incentives to Partners
Solicit partner feedback
Reinforce processes
Support multiple languages
7. Communicate with Branded Email Messages
Branded Templates
New partner user
Forgot password
Lost password
Change Owner
User letterhead to expand and strengthen company brandUser letterhead to expand and strengthen company brand
8. Address OWD, Sharing Rules, & Security Considerations
Organization wide defaults
Private Leads
Private Opportunities
Private Accounts (if accounts are visible in portal)
Create sharing rules as needed for internal users
Public groups
Restrict List views
Restrict Document folders
9. Leverage the partner Role Hierarchy to address visibility, editability, and forecasting
Channel AccountManager 1 Role
XYZ Partners IncPartner Executive
XYZ Partners IncPartner Manager
XYZ Partners IncPartner User
Consider the level to assign partners to
If you use forecasting:
Do not leave a gap in the hierarchy
10. Leverage Roles and Queues to Scale Lead Distribution
Easily create groups based on partner accounts
Setup>Manage Users>Queues
Create the queue and add the partner roles
10 (cont’d). Increase and Automate Partner Out-reach with workflow
Leverage workflow to drive faster lead closure Tasks
Alerts
Emails (especially on lead assignment)
Session Agenda and Overview
10 Components of Every Successful Partner
Program
Partner Account Management
Deal Registration
Lessons Learned
Question and Answer
Partner Account Management
What’s included?
Partner scorecard
Partner fields
Reports and dashboard
http://www.salesforce.com/appexchange/detail_overview.jsp?NavCode__c=a0130000006P6IoAAK-d&id=a0330000003ek87AAA
Partner Account Management
DEMO
Session Agenda and Overview
10 Components of Every Successful Partner
Program
Partner Account Management
Deal Registration
Lessons Learned
Question and Answer
Deals can be registered as leads or opptys by partners
Deal Registration
Reject Deal Registration
Review Deal Registration
FindDuplicates
Approve
Create Account, Contact, and Opportunity
Channel Manager Reviews Submitted Deals
Convertto
Opportunity
No Duplicates Exist
Assign SalesTeam
Extended Sales Team
Send Notifications
Workflow Alert to Sales Team
Partner SubmitsProof of
PerformanceClaim
Send Notification
Channel Manager
Action
Partner Action
We’ve pre-built an entire deal registration program
AppExchange install: http://www.salesforce.com/appexchange/detail_overview.jsp?
NavCode__c=a0130000006P6IoAAK-d&id=a0330000002gkq3AAA
Custom Fields 61
Dashboards 3
S-Control 1
Email Templates 6
Reports 22
Considerations as part of a deal registration methodology
Define program and rules of engagement
Establish a compelling partner reward system
Keep it simple
Avoid the visibility black hole
Track program and individual partner success
Crush channel conflict
11
33
22
44
55
66
88
77
Provide timely, branded feedback and communication
Provide the collateral to generate the demand
Session Agenda and Overview
10 Components of Every Successful Partner
Program
Partner Account Management
Deal Registration
Lessons Learned
Question and Answer
What lessons have we learned along the way?
Keep it simple
Don’t underestimate training
Engage partners early and often
Identify right partners
Track partner performance and adoption
Start where the money is
Don’t discount the data component
Session Agenda and Overview
10 Components of Every Successful Partner
Program
Partner Account Management
Deal Registration
Lessons Learned
Question and Answer
Ryan Davis
Principal Consultant,PRM Global Services Lead
Salesforce.com
rdavis@salesforce.com(415) 246-7219
Andrew O’Driscoll
CEO
Apprivo
aodriscoll@apprivo.com(415) 378- 2471
Question and Answer
What’s next?
Get a one on one demo
Get it now & start a pilot
Learn More
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