S C P005 Keswani 091807


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  • S C P005 Keswani 091807

    1. 1. Change Management and Partners Drew Clarke, Cognos Inc Ginette Miron, Cognos, Inc Anika Keswani, salesforce.com Track: Sales: Channel & Partner Management
    2. 2. Safe Harbor Statement <ul><li>“ 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. </li></ul><ul><li>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. </li></ul><ul><li>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. </li></ul>
    3. 3. Agenda <ul><li>Welcome </li></ul><ul><li>Channel Change Management Methodology </li></ul><ul><li>The Cognos Story </li></ul><ul><li>Lessons Learned & Takeaways </li></ul><ul><li>ROI </li></ul><ul><li>Q&A </li></ul>
    4. 4. Welcome Drew Clarke VP, Americas Marketing and Global Marketing Operations [email_address] Ginette Miron PartnerNetwork Manager [email_address]
    5. 5. The number one barrier to change: FEAR
    6. 6. Here is a recipe to mitigate fear and achieve success Channel Change Management Methodology Partner Input Business Process Communications Scope What did you employ to drive change?
    7. 7. Every customer is unique
    8. 8. All About Cognos <ul><ul><li>INDUSTRY : High Tech </li></ul></ul><ul><ul><li>EMPLOYEES : 3,500 </li></ul></ul><ul><ul><li>GEOGRAPHY : Global </li></ul></ul><ul><ul><li># USERS : 1,405 </li></ul></ul><ul><ul><li>% REVENUE GENERATED WITH PARTNERS : 30% </li></ul></ul><ul><ul><li>PRODUCT(S) USED : SFA, Marketing Automation, PRM </li></ul></ul>Cognos is the world leader in business intelligence (BI) and performance management solutions. They provide world-class enterprise BI, planning and consolidation software and services to help companies plan, understand and manage financial and operational performance.
    9. 9. The Cognos Channel Structure
    10. 10. Why deploy SFDC - PRM <ul><li>Closed Loop Marketing/Lead Distribution </li></ul><ul><li>Opportunity Management / pipeline visibility </li></ul><ul><li>Get more value with top-tier partners </li></ul><ul><li>Partner Enablement – Give them the tools to be successful </li></ul>
    11. 11. General Project Timeline Planning Design Develop Deploy October ‘06 Business Process Review Solution Design Doc Configuration Alpha Review Pilot Rollout & Training Kickoff Call November ‘06 Dec - Jan ‘06 Phase II Rollout and Training March ‘07 Jan ‘07 Develop Integration Beta Review Technical Design Doc July ‘07
    12. 12. Let’s see how this methodology applied to Cognos
    13. 13. We enlisted feedback and support from partners and internal stakeholders <ul><li>Pre roll out </li></ul><ul><ul><li>2 Months prior to rollout </li></ul></ul><ul><ul><li>Validation of key processes </li></ul></ul><ul><ul><li>Top tier partners interviewed </li></ul></ul><ul><ul><li>Provided a pilot to give partners </li></ul></ul><ul><ul><li>something to work with and provide feedback </li></ul></ul><ul><li>Changes made </li></ul><ul><ul><li>Modified Lead Distribution process </li></ul></ul><ul><ul><li>Time-based opportunity management </li></ul></ul><ul><ul><li>Enhanced partner enablement tools </li></ul></ul><ul><ul><ul><li>Competitive information </li></ul></ul></ul><ul><ul><ul><li>Quick reference guides </li></ul></ul></ul><ul><ul><ul><li>Selling tools for Cognos products. </li></ul></ul></ul><ul><ul><li>Mid Market Partners integrated into the Cognos Selling Process through SFDC – SFA and PRM </li></ul></ul>
    14. 14. The scope was limited to select users, regions, and processes <ul><li>Users </li></ul><ul><ul><li>50 partners at a time </li></ul></ul><ul><ul><li>Select channel managers </li></ul></ul><ul><li>Regions </li></ul><ul><ul><li>100% of LATAM first </li></ul></ul><ul><li>Processes </li></ul><ul><ul><li>Opportunities </li></ul></ul><ul><ul><li>Sales collateral </li></ul></ul><ul><ul><li>Marketing Leads </li></ul></ul><ul><ul><li>But, no orders </li></ul></ul>Key success factor: Same time zone
    15. 15. We also chose partners that we knew would adopt <ul><li>Criteria to choose partners: </li></ul><ul><ul><li>High performers </li></ul></ul><ul><ul><li>Strong and Trusted relationships </li></ul></ul><ul><ul><li>Committed to providing feedback </li></ul></ul><ul><ul><li>Resource Capability </li></ul></ul><ul><ul><li>Handle the Volume </li></ul></ul><ul><li>Who selected? </li></ul><ul><ul><li>Partner Account Manager </li></ul></ul>
    16. 16. We remained flexible on our business process <ul><li>Managing Partner Relationships </li></ul><ul><ul><li>PAMs are more accountable for collaborating with partners due to added data visibility </li></ul></ul><ul><ul><li>Executive-level visibility </li></ul></ul><ul><li>Managing Cognos sales methodology </li></ul><ul><ul><li>Opportunity for partners to become well-versed in Cognos Methodology </li></ul></ul><ul><ul><li>Partners may not always use standard methodology </li></ul></ul><ul><li>Managing Deal Registration </li></ul><ul><ul><li>Resistance from partners to register deal for exclusivity and Cognos visibility </li></ul></ul><ul><ul><ul><li>Building trust to encourage these registrations </li></ul></ul></ul><ul><ul><li>Regional differences: Qualified vs. Unqualified leads are sent to partners depending on location </li></ul></ul>
    17. 17. Communicate. Communicate. Communicate. <ul><li>Communicate frequently </li></ul><ul><ul><li>Pre – email </li></ul></ul><ul><ul><ul><li>Internal teams </li></ul></ul></ul><ul><ul><ul><li>External - partners </li></ul></ul></ul><ul><ul><ul><li>Web based demo </li></ul></ul></ul><ul><ul><li>Partner Summit – closed door sessions </li></ul></ul><ul><ul><li>Phase 2 Rollout </li></ul></ul><ul><ul><ul><li>Internal teams – Business Development Reps, Account Managers </li></ul></ul></ul><ul><ul><ul><li>One on One sessions with partners (Web based) </li></ul></ul></ul>
    18. 18. Example of one of the email templates used
    19. 19. Day in the life of… <ul><li>Channel manager </li></ul><ul><li>Partner </li></ul>
    20. 20. Results and ROI for PRM <ul><li>Results </li></ul><ul><ul><li>Lead Distribution </li></ul></ul><ul><ul><li>Opportunity Management </li></ul></ul><ul><ul><li>Partner Usage </li></ul></ul><ul><ul><ul><li>Top 4 of SFDC PRM </li></ul></ul></ul><ul><ul><ul><li>Over 1M partner transactions (database hit) since go live </li></ul></ul></ul><ul><ul><ul><li>In July – 50% of active users logged in </li></ul></ul></ul><ul><ul><ul><li>LATAM / North America, EMEA, Australia, Israel </li></ul></ul></ul>
    21. 21. What are the lessons learned? <ul><li>Lessons Learned </li></ul><ul><ul><ul><li>High volume of new leads “overflowed” some partners </li></ul></ul></ul><ul><ul><ul><li>Business Process – Consider an adjustment to the process Common request to integrate Salesforce – Salesforce Systems </li></ul></ul></ul><ul><ul><ul><ul><li>30% of partners were already Salesforce customers </li></ul></ul></ul></ul><ul><li>Take Aways </li></ul><ul><ul><li>Over - Communicate – and then do it some more…. </li></ul></ul><ul><ul><li>Partner Account Managers are key to adoption/usage </li></ul></ul><ul><ul><li>Listen to the partners </li></ul></ul><ul><ul><li>Be open to change on both technology and business process as you deploy and use. </li></ul></ul>
    22. 22. QUESTION & ANSWER
    23. 23. What’s next? Get a one on one demo Get it now & start a pilot Learn More http://blogs.salesforce.com/prm/ http://www.appexchange.com