Taking Your Partner Portal to the

Next Level: Driving Channel

Adoption

Sue Gausch, Salesforce.com

Naeem Randhawa, VM Ware

Darren Bronson, Riverbed

Safe Harbor

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Sue Gausch

Senior Solution Delivery Manager

@sgausch

www.linkedin.com/in/suegausch

Agenda and Objectives

Agenda

The VMWare story:

curbing the “partner

sprawl”

How Riverbed made it

happen – giving partners

what they want

How can you take it to the

next level?

QA

Objectives

With this session you will:

Learn about how VMware combats “partner sprawl”

and how you can use those same techniques in your

company

See the way that Riverbed has customized their

partner portal to brand it consistently and give partners

quick access to the information they need

Ask Questions! We’ve got some great experts in the

room, take advantage…

VMware Partner Portal

More Needs, More Tools!

Naeem Randhawa, VMware, Global Partner Portals Manager

@socialcurb

www.linkedin.com/in/socialcurb

Naeem Randhawa

Partner Portals, Global Manager

@socialcurb

All About VMware

The global leader in virtualization and cloud infrastructure,

delivers customer-proven solutions that accelerate IT by

reducing complexity and enabling more flexible, agile

service delivery. We have 400K customers and 95% of

Fortune 1000 companies.

$3.77 Billion in 2011/ 11,000 Employees

VMW Portals: salesforce.com Customer (CRM)/ Service/ Partner

(PRM)

85% Revenue through Partner Network

VMW Net Promoter Score 68% (best in class 70%)

VMware Partner Central (PRM)

Gartner’s definition of PRM:

“..improve an enterprise’s ability to market, sell and service end customers

through channel partners”

“..consolidate data and transactions; set business rules and track activity”

“..used to manage channel partners, distributors, alliance or strategic

partnerships”

VMware Partner Central Portal:

50,000+ Global Partners/ 250,000+ Users

Multi-tier (Registered/ Pro/ Enterprise/ Premiere)

Partner Success Lifecycle: Enable> Create Demand> Sell> Rewards

VMware Partner Central (PRM)

more!

Moar! Moar!

Partner Portal Tools

Accreditations/ Certs

Partner University

Sales Competencies

Soln Enablement Kits

Marketing Solutions

Partner Rewards

More Needs! More Tools!

Portal Architecture

MyLearn Platform

CCI Rewards

Entitlements

Oracle EBS

Digital River

Eloqua

Other 3rd Party

Partner University

MyLearn Platform

Multi-language (9)

Custom built

Sales Tools

Competency Calc

Custom built

Lots of tools:

ROI/TCO Calculator

Soln. Enablement Kits

Opp/ Deal Registration

Leads/ Promotions

Rewards Tool

Rewards, Reports

3rd Party SAAS

Case Study:

day in the life of a partner

Portal Features/ Portals “Sprawl”

more tools! more challenges!

???

Partner

Central salesforce.com

2nd Instance MyVMware VSX Portal

VMware.com

Admin Portal

Beta Program

Portal

Beta Program

Mngmnt

eStore

ISV Portal Partner Eval

Portal SCA Portal

SR Viewer

Operations CIP Finder

Tool

Compliance

Portal

Demand

Generation

Demand Gen

Center

Event in a

Box Website in

a Box

Search Eng

Marketing

Social Media

Syndication Partner Ready

Campaigns

Marketing

Commstrack

Tool

Email

Campaigns

Tool

Partner Logo

Builder

Partner Mkt

Bureau NAM

Partner Mkt

Bureau APJ

Partner Mkt

Bureau EMEA

PEX

PEX on Tour

Incentives

Partner

Rewards

Mngmnt

Partner Sales

Rewards

Custom/

Altus

Partner

University

Partner

University TV Partner U

Virt. Platform

Sales

Tools

Prospecting

Days Renewals

Central

Solution

Opportunity

Calculator

TCO/ROI

Calculator

VPP

Portal

Vstorm?

???

• Multi-registrations

• Experience continuity disconnect

• If not addressed, will compound

PRM Features/Portals “Sprawl” impact

hoops to jump through

Lack on Consistency - User Experience/ Branding - Usability/ Look & Feel - Profiling/ Targeting - Metrics/ Tracking

Reduced Control - Content Management - Localization (L10N/I18N) - Communication Consistency - Identity/ Access Mngmnt - Search/ Taxonomy - Knowledge Mngmnt - Data Mining

Cross Platform Challenges - Unified Development/ Web Svcs - Social Software/ Collaboration - Personalization - Expertise Location/ Mngmnt - Mobile strategy - User Ideation

Partner Central MyVMware VSX Portal Event in a Box

Sprawl

Lack of Unified Experience

People> Process> Tech

1. Business Needs

2. Platform Needs

3. Governance

Solution Path | 3 Prong Approach G

ove

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e

Govern

ance

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orm

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Horizon SSO

Horizon SSO

Salesforce.com

Om

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Partner

Tools

Portal

Capability

Solution Path | 3 Prong Approach: Governance

Add Accountability & Ownership

Summary | Key Take-Aways

• Growth expected, driving complexity

• Think ahead, make a plan

• Governance Plan for technology, people & process

• Buy-in/ Sponsorship

Reference | Project w/ New Process

Global L10n

Salesforce L10n

enable

Tier I/II Languages

Multi-year

Reference | Project w/ New Process

• Business demand to deliver increasing

• Budgets tightening

• Complexity growth

Reference | Portals: The Ugly Reality

the challenge

Darren Bronson

Sr. Manager, Channel Operations

Riverbed Technologies

All About Riverbed

Riverbed accelerates & manages applications and networks,

allowing enterprises to implement virtualization, consolidation, cloud

computing, and disaster recover without compromising performance.

$728M in Revenue (2011)

Rapid Growth in Recent Years

Channel Partners

– 95% of sales through the channel

– 2-tier distribution model

Salesforce Licenses

– 1,250 SFDC users

– 8,200 PRM users

All About Riverbed

New product: Steelhead Cloud Accelerator

Joint solution between Riverbed and Akamai

Accelerates access to Salesforce data centers worldwide

5x-100x speed-up

60-95% traffic reduction

Related Session: “Best Practices for

Overcoming SaaS Performance Challenges”

4pm Thursday

Branch Offices Customer Data Center

WAN

Riverbed Partner Portal Goals

Host Key

Documents

Partner Sales

Operations

“Portal” to

Other

Systems

Product Collateral

Sales Tools

Program Guides

Deal Reg

Opportunity Mgmt

Quotes

Orders

Training

Support

MDF

Renewals

Custom Look & Feel

Matches corporate

website

Sliding Banners

Landing Pages for Document Access

Multiple pages within a tab

Links to key documents

Library is secondary

VisualForce for now,

CMS planned

Deal Registration Form

Goal: Ease of Use w/Minimal Entry

Partner/Customer selection by picklists,

populated by queries

Page Expands for New Accounts

Approval Process before Conversion

Other details

Text at top

Video tutorial links

Progress monitor icon

Picklists for country, state/province

“My Account” pages

View/edit own contact and account records

“Partner Admin” profile

Add/disable users

Edit another’s contact/user record

View Training &

Certification data

Integration with Other Systems

One Stop Shop for Partners

Single-Sign On (SSO) Integration with

Quotes/Orders

Training

MDF

Support (Cust. Portal)

Renewals

Some Data Passed Back

Quote amounts

Training Certifications

Reports (in progress)

Desired Report Types

VAR reports for Distributors

Revenue Trending

Program Compliance (revenue, training, strategic initiatives)

MDF ROI

Personalization Hard for Partners

Options

Standard Reports

VisualForce w/Google Charts

3rd Party Reporting Tool

Sue Gausch

Senior Solution Delivery

Manager

Salesforce.com

@suegausch

Naeem Randhawa

Global Manager

Vmware

@socialcurb

Darren Bronson

Senior Manager, Channel

Operations

Riverbed Technologies