S C P008 Davis 091907

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  • S C P008 Davis 091907

    1. 1. PRM Implementation Success Factors Andrew O’Driscoll, Apprivo Ryan Davis, Salesforce.com Track: Channel and 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. Ryan Davis Principal Consultant, PRM Global Services Lead Salesforce.com [email_address] (415) 246-7219 Andrew O’Driscoll CEO Apprivo [email_address] (415) 378- 2471
    4. 4. 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
    5. 5. We’ve worked with PRM customers of all sizes and industries
    6. 6. Session Agenda and Overview <ul><li>10 Components of Every Successful Partner Program </li></ul><ul><li>Partner Account Management </li></ul><ul><li>Deal Registration </li></ul><ul><li>Lessons Learned </li></ul><ul><li>Question and Answer </li></ul>
    7. 7. 1. Most customers start with a pilot <ul><li>Develop a global standard/process </li></ul><ul><li>Select high performing partners </li></ul><ul><li>Conduct pilot focus groups and incorporate feedback </li></ul><ul><li>Expand rollout, considering: </li></ul><ul><ul><li>Languages </li></ul></ul><ul><ul><li>Currencies </li></ul></ul><ul><ul><li>Regional/geographic nuances </li></ul></ul><ul><ul><li>Support processes </li></ul></ul>
    8. 8. 2. Partner training is key for success http://www.sprintcreative.com/salesforce/ http://www.rackspace.com/partners/partnerportaldemo.php <ul><li>Channel Managers (CAM) train their partners </li></ul><ul><li>Initially, partners only have access to training material via portal until “self-certified” </li></ul><ul><li>Live webinars by geography/language </li></ul><ul><li>Recorded for partners not able to attend </li></ul>Description Highest <ul><li>Assumes manageable CAM:Partner ratio </li></ul><ul><li>Resource intensive, scalability </li></ul>Train-the- Trainer (T3) Moderate <ul><li>Hands on training </li></ul><ul><li>More robust tracking/certification options </li></ul>Training Portal or 3 rd party training tool <ul><li>Highly scalable </li></ul><ul><li>Impersonal can challenging to manage partner that view recording </li></ul>Considerations Webinar or Recorded Training Option Lowest LOE
    9. 9. 3. Create metrics to track pilot exit criteria and ongoing success http://blogs.salesforce.com/prm/
    10. 10. 4. Create a custom help file to augment standard support processes <ul><li>FAQs </li></ul><ul><li>Support/Contact information </li></ul><ul><li>Field/process definitions </li></ul>Standard Help Custom Help
    11. 11. 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)
    12. 12. 6. Develop targeted messages to encourage usage and adoption <ul><li>Increase awareness of existing </li></ul><ul><li>functionality (tab specific) </li></ul><ul><li>Offer incentives to Partners </li></ul><ul><li>Solicit partner feedback </li></ul><ul><li>Reinforce processes </li></ul><ul><li>Support multiple languages </li></ul>
    13. 13. 7. Communicate with Branded Email Messages <ul><li>Branded Templates </li></ul><ul><ul><li>New partner user </li></ul></ul><ul><ul><li>Forgot password </li></ul></ul><ul><ul><li>Lost password </li></ul></ul><ul><ul><li>Change Owner </li></ul></ul>User letterhead to expand and strengthen company brand
    14. 14. 8. Address OWD , Sharing Rules , & Security Considerations <ul><li>Organization wide defaults </li></ul><ul><ul><li>Private Leads </li></ul></ul><ul><ul><li>Private Opportunities </li></ul></ul><ul><ul><li>Private Accounts (if accounts are visible in portal) </li></ul></ul><ul><ul><li>Create sharing rules as needed for internal users </li></ul></ul><ul><li>Public groups </li></ul><ul><ul><li>Restrict List views </li></ul></ul><ul><ul><li>Restrict Document folders </li></ul></ul>
    15. 15. 9. Leverage the partner Role Hierarchy to address visibility, editability, and forecasting <ul><li>Consider the level to assign partners to </li></ul><ul><li>If you use forecasting: </li></ul><ul><ul><li>Do not leave a gap in the hierarchy </li></ul></ul>Channel Account Manager 1 Role XYZ Partners Inc Partner Executive XYZ Partners Inc Partner Manager XYZ Partners Inc Partner User
    16. 16. 10. Leverage Roles and Queues to Scale Lead Distribution <ul><li>Easily create groups based on partner accounts </li></ul><ul><ul><ul><li>Setup>Manage Users>Queues </li></ul></ul></ul><ul><ul><li>Create the queue and add the partner roles </li></ul></ul>
    17. 17. 10 (cont’d). Increase and Automate Partner Out-reach with workflow <ul><li>Leverage workflow to drive faster lead closure </li></ul><ul><ul><li>Tasks </li></ul></ul><ul><ul><li>Alerts </li></ul></ul><ul><ul><li>Emails (especially on lead assignment) </li></ul></ul>
    18. 18. Session Agenda and Overview <ul><li>10 Components of Every Successful Partner Program </li></ul><ul><li>Partner Account Management </li></ul><ul><li>Deal Registration </li></ul><ul><li>Lessons Learned </li></ul><ul><li>Question and Answer </li></ul>
    19. 19. Partner Account Management <ul><li>What’s included? </li></ul><ul><li>Partner scorecard </li></ul><ul><li>Partner fields </li></ul><ul><li>Reports and dashboard </li></ul>http://www.salesforce.com/appexchange/detail_overview.jsp?NavCode__c=a0130000006P6IoAAK-d&id=a0330000003ek87AAA
    20. 20. Partner Account Management <ul><li>DEMO </li></ul>
    21. 21. Session Agenda and Overview <ul><li>10 Components of Every Successful Partner Program </li></ul><ul><li>Partner Account Management </li></ul><ul><li>Deal Registration </li></ul><ul><li>Lessons Learned </li></ul><ul><li>Question and Answer </li></ul>
    22. 22. Deals can be registered as leads or opptys by partners Deal Registration Reject Deal Registration Review Deal Registration Find Duplicates Approve Create Account, Contact, and Opportunity Channel Manager Reviews Submitted Deals Convert to Opportunity No Duplicates Exist Assign Sales Team Extended Sales Team Send Notifications Workflow Alert to Sales Team Partner Submits Proof of Performance Claim Send Notification Channel Manager Action Partner Action
    23. 23. We’ve pre-built an entire deal registration program <ul><li>AppExchange install: </li></ul><ul><ul><li>http://www.salesforce.com/appexchange/detail_overview.jsp?NavCode__c=a0130000006P6IoAAK-d&id=a0330000002gkq3AAA </li></ul></ul>22 Reports 6 1 3 61 Email Templates S-Control Dashboards Custom Fields
    24. 24. 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 1 3 2 4 5 6 8 7 Provide timely, branded feedback and communication Provide the collateral to generate the demand
    25. 25. Session Agenda and Overview <ul><li>10 Components of Every Successful Partner Program </li></ul><ul><li>Partner Account Management </li></ul><ul><li>Deal Registration </li></ul><ul><li>Lessons Learned </li></ul><ul><li>Question and Answer </li></ul>
    26. 26. What lessons have we learned along the way? <ul><li>Keep it simple </li></ul><ul><li>Don’t underestimate training </li></ul><ul><li>Engage partners early and often </li></ul><ul><li>Identify right partners </li></ul><ul><li>Track partner performance and adoption </li></ul><ul><li>Start where the money is </li></ul><ul><li>Don’t discount the data component </li></ul>
    27. 27. Session Agenda and Overview <ul><li>10 Components of Every Successful Partner Program </li></ul><ul><li>Partner Account Management </li></ul><ul><li>Deal Registration </li></ul><ul><li>Lessons Learned </li></ul><ul><li>Question and Answer </li></ul>
    28. 28. Question and Answer Ryan Davis Principal Consultant, PRM Global Services Lead Salesforce.com [email_address] (415) 246-7219 Andrew O’Driscoll CEO Apprivo [email_address] (415) 378- 2471
    29. 29. What’s next? Get a one on one demo Get it now & start a pilot Learn More
    30. 30. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>We strive to improve, t hank you for filling out our survey. <ul><li>Additionally, please score each individual speaker on: </li></ul><ul><ul><li>Overall delivery of session </li></ul></ul>

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