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Making Channels Work to Grow Your SaaS / Cloud Business

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  • 1. Making Channels Work toGrow your SaaS / Cloud Business Presented for OpSource February 10, 2010 Copyright© 2010 Sixteen Ventures. All rights reserved.
  • 2. Agenda • Setting the Stage • The Channel is Dead? • Business Architecture Issues • Opportunity Recognition • Channel Motivation • Partner Empowerment • Legacy Disruption • Transparency & Trust • Customer Ownership http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 3. Legacy SoftwareBusiness Structure Intellectual Intellectual Marketing Marketing Property Property Technology Technology Revenue Revenue Model Model Loosely-coupled, at best http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 4. Legacy Software Customers Customers Developers Developers Channels Channels Three basic elements http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 5. Software-as-a-Service (SaaS) Customers Customers Developers Developers Channels Channels Same elements http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 6. Software-as-a-Service (SaaS) Producers Producers Consumers Consumers Ecosystem Ecosystem Different approach http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 7. Software-as-a-Service (SaaS) Producers Producers Consumers Consumers Network Effect Ecosystem Ecosystem Very different approach http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 8. Software-as-a-Service (SaaS) Producers Producers Consumers Consumers Network Effect Key differentiators Ecosystem Ecosystem http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 9. SaaS Business Architecture Intellectual Intellectual Marketing Marketing Property Property Network Network Centricity Centricity Revenue Revenue Technology Technology Model Model All aspects are tightly coupled http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 10. Agenda • Setting the Stage • The Channel is Dead? • Business Architecture Issues • Opportunity Recognition • Channel Motivation • Partner Empowerment • Legacy Disruption • Transparency & Trust • Customer Ownership http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 11. SaaS Distribution - Channels are Dead? Traditional Traditional End End SaaS Vendor SaaS Vendor Channels Channels Customer Customer Value-added Resellers, System Integrators, etc. http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 12. SaaS Distribution - Channels are Dead? Traditional Traditional End End SaaS Vendor SaaS Vendor Channels Channels Customer Customer Traditional technology channels are having thehardest time with SaaS – no technology to manage and fundamentaly mis-alinged business models http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 13. SaaS Distribution - Myth End End SaaS Vendor SaaS Vendor Cloud Customer CustomerThe common fantasy is since its “in the cloud” that theweb is the distribution channel. Maybe, but you might want to explore that further; just to be sure. http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 14. SaaS Distribution - Myth End End SaaS Vendor SaaS Vendor Cloud Customer Customer http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 15. SaaS Distribution - Channels aren’tDead, they are Just Different You might not know about them! Intermediary // Intermediary Trusted Trusted End End SaaS Vendor SaaS Vendor Advisor // App Advisor App Customer Customer Store Store What if you don’t have to use an intermediary? Can you? Itscalled leverage, but the key is to remember that rarely will you compel 3rd parties with only revenue share agreements for SaaS. The vendor should dig deeper and find out what they can solve for them. http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 16. SaaS Distribution - Non-TechnicalIntermediary SaaS End- Company Intermediary customer Consumer Consumer Manufacturers Manufacturers Packaged Packaged EDI Vendor EDI Vendor Rep Goods Rep Goods Manufacturer Manufacturer Marketing Create value-pull by marketing directly to the End-Customer http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 17. SaaS Distribution – App Stores SaaS End- Company Intermediary customer Document Document United States United States apps.gov apps.gov Management Management Governement Governement Marketing The end-customer cannot buy directly from you! http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 18. SaaS Channel Strategy Equation forSuccess Successful Successful Inbuilt Inbuilt Channel Dev/ Channel Dev/ channel channel support support + Management Management best practices best practices = SaaS SaaS Channel Channel Strategy Strategy http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 19. Agenda • Setting the Stage • The Channel is Dead? • Business Architecture Issues • Opportunity Recognition • Channel Motivation • Partner Empowerment • Legacy Disruption • Transparency & Trust • Customer Ownership http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 20. Business Architecture Issues Revenue Revenue Intellectual Intellectual Model Model Property Property Product Product Price Price Network Network Centricity Centricity Marketing Mix Marketing Mix Technology Technology Marketing Marketing Place Place Promotion Promotion Distribution / Channels are part of Place & Promotion http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 21. SaaS Distribution - Linear Value Chainview is too limited Industry Industry Association Association Intermediary Intermediary Intermediary Intermediary Intermediary Intermediary End End SaaS Vendor Intermediary Intermediary Intermediary SaaS Vendor Intermediary Intermediary Intermediary Customer Intermediary Intermediary Intermediary Customer Intermediary Intermediary Intermediary Independent Independent Developers Developers http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 22. SaaS Distribution - Value Network Trusted Advisors Stand- Stand- Analyst Firms Industry Associations Traditional Channels Intermediaries Intermediaries alone alone Consumers Consumers SaaS Vendor SaaS Vendor IndividualsIndependent Developers Application Application Enterprises Other Software Vendors Platform Platform Customer Customer SaaS Vendor sits in the middle of everything! http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 23. SaaS Distribution - Value Network Stand- Stand- Intermediaries Intermediaries alone alone Consumers Consumers SaaS Vendor SaaS Vendor Application Application Platform Platform Customer Customer The possibilities are endless! http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 24. Multi-Tenancy in SaaS - Technical Deep Dive This page intentionally left blank http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 25. Agenda • Setting the Stage • The Channel is Dead? • Business Architecture Issues • Opportunity Recognition • Channel Motivation • Partner Empowerment • Legacy Disruption • Transparency & Trust • Customer Ownership http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 26. Multi-Tenancy in SaaS - Single Instance for allCustomers Customer Customer Customer Customer Customer Customer Customer Customer Customer Network Effect! http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 27. Multi-Tenancy in SaaS - Its not justCustomers! Customer Partner Developer Industry Customer Partner Customer Developer Customer Ecosystem! http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 28. SaaS Distribution - Value Network Reality Stand- Stand- Intermediaries Intermediaries alone alone Consumers Consumers SaaS Vendor SaaS Vendor Application Application Platform Platform Customer Customer The possibilities are endless! http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 29. 4 Questions to Change your Business! 1) What is your Target Market? What ancillary or adjacent markets might also have a problem that your product solves? 2) What companies or types of companies also have customers in those markets? 3) Who are the trusted advisors to those companies and the end-customers in the target and adjacent markets? 4) Who is interested in the behavior of all of those companies youve identified? http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 30. Agenda • Setting the Stage • The Channel is Dead? • Business Architecture Issues • Opportunity Recognition • Channel Motivation • Partner Empowerment • Legacy Disruption • Transparency & Trust • Customer Ownership http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 31. Historical Methods of Channel Motivation •Discounts •Revenue Share •Spiffs •Co-marketing funds •Etc. Are these enough? http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 32. Difficulties with Historical Methods ofChannel Motivation •Hard to motivate channels with revenue-share for low- price or recurring-revenue products •Many SaaS vendors have problems motivating internal sales teams let alone channels •Spiffs and other motivators can be costly for the SaaS vendor; especially early-stage companies •Often the SaaS vendors business model is completely out of scale and alignment with the intermediary http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 33. Historical Methods of Channel Motivation •Existing methods arent bad, they just might not be as powerful as they need to be to change behavior •Some SaaS/Cloud vendors wont offer much direct monetary benefit to intermediaries •Some could offer huge benefit to the core business of the intermediary •What can you do to change your unique value proposition to intermediaries? http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 34. Example of Deal Scale Misalignment •Software that aggregates data from building management systems for Carbon Accounting •Target market – Fortune 1000 companies, commercial real estate; owners, managers, etc. •Intermediary - BMS installers and consultants •Average deal size for them? $25M w/ 10 year contract •Software companys price? $150k over 10 years •Traditional rev-share? even at 25%, $37.5k over 10 years or just shy of $4k/yr http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 35. Agenda • Setting the Stage • The Channel is Dead? • Business Architecture Issues • Opportunity Recognition • Channel Motivation • Partner Empowerment • Legacy Disruption • Transparency & Trust • Customer Ownership http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 36. Tools for Channel Empowerment • Add something else to the deal, like the ability for the channel partner to: •Benchmark against others in the industry •Have visibility into activities of end-customers •Anonymous aggregate data •Customer management tools •Integration with CRM, Accounting, etc. http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 37. Add Layers of Stickiness •Get as deep into their business as you are in the end-customers •Done properly, this helps reduce churn of the end-customer even more •You have a champion in the value network that will encourage the end-customer’s use of the product •They might let the end-customer switch for a 10% cut but will work hard to keep them if there is additional benefits to them http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 38. Agenda • Setting the Stage • The Channel is Dead? • Business Architecture Issues • Opportunity Recognition • Channel Motivation • Partner Empowerment • Legacy Disruption • Transparency & Trust • Customer Ownership http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 39. Software-as-a-Service (SaaS) Producers Producers Consumers Consumers Network Effect Key differentiators Ecosystem Ecosystem SaaS vs. Legacy Software http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 40. Leveraged properly, you can turn applesto apples comparisons... vs. SaaS vs. Legacy Software Photo via martinlabar http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 41. Into bowling ball to apple comparisons,in your favor... vs. SaaS vs. Legacy Software Bowling Ball Photo via definetheline Apple Photo via martinlabar http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 42. Change the focus to things legacyvendors cannot deliver! S M A S H SaaS vs. Legacy Software Bowling Ball Photo via definetheline Apple Photo via martinlabar http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 43. Agenda • Setting the Stage • The Channel is Dead? • Business Architecture Issues • Opportunity Recognition • Channel Motivation • Partner Empowerment • Legacy Disruption • Transparency & Trust • Customer Ownership http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 44. Dealing with Pushback as a SaaS / CloudVendor •Legacy vendors will spread FUD •Trust is a big deal in SaaS / Cloud •Intermediaries might not want to do business with you since they dont control what is ultimately being used by their customers •Understanding your position vis-a-vi the competition is critical http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 45. Transparency & Trust •You can give the intermediary the access and tools they need •Tools to help them manage and understand usage of the system by members of their team as well as their customers can help overcome objections •Give the end-customer visibility, too, such as customer-facing status dashboard, etc. •This can be the difference between getting a deal with a channel partner and not http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 46. Agenda • Setting the Stage • The Channel is Dead? • Business Architecture Issues • Opportunity Recognition • Channel Motivation • Partner Empowerment • Legacy Disruption • Transparency & Trust • Customer Ownership http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 47. Customer Ownership •This is between you and your channel partners •Existing relationships might need to be revisited •Anonymous Data ownership should be maintained even after clients and partners leave •Ensure your Terms of Service & Privacy Policies cover these things •Talk to your legal team; I am not a lawyer http://sixteenventures.com Copyright© 2010 Sixteen Ventures. All Rights Reserved
  • 48. SaaS Revenue Modeling & Business Architecture(972) 200-9317lincoln@sixteenventures.comhttp://sixteenventures.com@lincolnmurphy