How Salesforce.com Uses PRM

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  • How Salesforce.com Uses PRM

    1. 1. How Salesforce.com Uses PRM Raquel Pancer, Salesforce.com Michael Fullmore, Salesforce.com Andrew O’Driscoll, Apprivo Track: Channel Executives
    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 the achievement of which involves 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.  All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; 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 CRM service; 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, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor . </li></ul><ul><li>Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all.  Customers who purchase our services should make purchase decisions based upon features that are currently available.  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>Salesforce Partner Program </li></ul><ul><ul><li>Why do we have a partner program? </li></ul></ul><ul><ul><li>What does our program look like? </li></ul></ul><ul><ul><li>What are our challenges? </li></ul></ul><ul><li>Channel Tools From Salesforce PRM </li></ul><ul><ul><li>Account management & enrollment </li></ul></ul><ul><ul><li>Deal registration for referral partners </li></ul></ul><ul><ul><li>Branded portals </li></ul></ul><ul><li>Extended Channel Tools With The Appexchange </li></ul><ul><ul><li>Program management </li></ul></ul><ul><ul><li>Partner finder </li></ul></ul><ul><li>Q & A </li></ul>
    4. 4. Salesforce.com Partner Program <ul><li>Consulting Partners </li></ul><ul><li>Referral Partners </li></ul><ul><li>Strategic Partners </li></ul><ul><li>Technology Partners </li></ul><ul><li>Value-added Resellers </li></ul>
    5. 5. We’re No Different From You <ul><li>How does our partner program measure up? </li></ul><ul><li>High number of new partner applications </li></ul><ul><li>High deal collaboration with limited visibility </li></ul><ul><li>Lost leads </li></ul><ul><li>Difficult to set collaborative plans </li></ul><ul><li>Partner entitlements are not clear </li></ul><ul><li>No central place to target content </li></ul>
    6. 6. Bridging The Gap and Making Partners Successful <ul><li>How are we addressing the challenges? </li></ul><ul><li>Include partners in go-to-market model </li></ul><ul><li>Define partner types </li></ul><ul><li>Define business model to support partners </li></ul><ul><li>Create tools and resources that will enable partners to work and succeed </li></ul><ul><li>Provide partner with visibility into their business </li></ul><ul><li>Customize and personalize partner experience to match type and level </li></ul>
    7. 7. Our Mission <ul><li>Provide a world class enablement service to </li></ul><ul><li>partners to help them, efficiently , go-to </li></ul><ul><li>market with salesforce.com; measuring/tracking </li></ul><ul><li>their performance such that through highly satisfied </li></ul><ul><li>customers, everyone achieves their revenue and </li></ul><ul><li>market share goals </li></ul>
    8. 8. Partner Program Objectives <ul><li>Offer partners support and resources they need according to how they engage with salesforce.com </li></ul><ul><li>Categorize partners based on business strengths and capabilities </li></ul><ul><li>Align tools and resources with partner value </li></ul><ul><li>Ensure partners get the right information and tools to be able to focus on the right business initiatives and engage with customers as they do best </li></ul><ul><li>Automate processes to scale the partner ecosystem </li></ul>
    9. 9. Cross – Functional Team To Drive Channel Success <ul><li>SECRET SAUCE </li></ul><ul><li>Well designed partner program </li></ul><ul><li>Flexible and extensible platform (like salesforce.com  ) </li></ul><ul><li>Channel expertise </li></ul><ul><li>Technical expertise to deliver </li></ul><ul><li>Custom application development </li></ul><ul><li>DEPLOYMENT DETAILS </li></ul><ul><li>Implemented Partner Portal with PartnerForce </li></ul><ul><li>300 partner companies; +2,000 users </li></ul><ul><li>Leveraged Business Operations, Training, Marketing, Web services, Technical Support, Finance </li></ul><ul><li>Engaged external consultant for customization </li></ul><ul><li>More customization, more partner visibility into their business </li></ul><ul><li>Automation and scalability </li></ul>
    10. 10. Michael Fullmore Technical Manager [email_address]
    11. 11. Technology Solution <ul><li>How did we address the challenges? </li></ul><ul><li>Created a scalable infrastructure to support the new partner program </li></ul><ul><li>Extend the internal reach of salesforce.com to the partner </li></ul><ul><li>community with PRM </li></ul><ul><li>Created automated process to </li></ul><ul><li>provide partner community growth </li></ul><ul><li>Provided some Self-Service Portal </li></ul><ul><li>type functionality </li></ul><ul><li>Evaluated external/internal solutions </li></ul><ul><li>Deployed PRM and configured portals for our partners to login to </li></ul><ul><li>Created an approval process for Finance to create vendors in other systems </li></ul><ul><li>Created the Enrollment object to act both as a Lead and Opportunity record </li></ul><ul><li>Trained the internal users to work with the system </li></ul>DEPLOYMENT DETAILS
    12. 12. Complete Partner Lifecycle Management Increase channel effectiveness with Salesforce PRM Automate Recruitment Market Sell Measure View Every Metric Improve Effectiveness Generate Loyalty Recruit <ul><li>Sales Analytics </li></ul><ul><li>Forecasting </li></ul><ul><li>Dashboards </li></ul><ul><li>Data Quality Management </li></ul><ul><li>Partner Recruitment </li></ul><ul><li>Partner Account Management </li></ul><ul><li>Partner Training </li></ul><ul><li>Channel Plans </li></ul><ul><li>Lead Management </li></ul><ul><li>Partner Communications </li></ul><ul><li>Funds & Budgeting Management </li></ul><ul><li>Document Management </li></ul><ul><li>Deal Registration </li></ul><ul><li>Opportunity Management </li></ul><ul><li>Activity Management </li></ul><ul><li>Pricing Management </li></ul><ul><li>Workflow </li></ul>
    13. 13. The Program Comes To Life With Salesforce PRM <ul><li>Department - Global Alliances </li></ul><ul><li>Users - 300 companies </li></ul><ul><li>Target - 700 companies </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Lead/ deal registration </li></ul></ul><ul><ul><li>Program requirements </li></ul></ul><ul><ul><li>visibility </li></ul></ul><ul><ul><li>Partner communication </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Eliminated manual lead </li></ul></ul><ul><ul><li>referral process </li></ul></ul><ul><ul><li>One view for the partners </li></ul></ul><ul><ul><li>Partner updates </li></ul></ul>
    14. 14. Demo Of A Day In The Life Of A Salesforce Partner
    15. 15. Andrew O’Driscoll Salesforce.com Partner [email_address]
    16. 16. Partner Program Solution Recruit On-Board Enable Market
    17. 17. Partner Recruitment & On-boarding <ul><li>Key Requirements </li></ul><ul><ul><li>View available programs and benefits </li></ul></ul><ul><ul><li>Capture partner enrollment information </li></ul></ul><ul><ul><li>Ramp up approved partners </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Lower enrollment cost </li></ul></ul><ul><ul><li>Reduced application processing time </li></ul></ul><ul><ul><li>Integrated with salesforce.com deployment </li></ul></ul><ul><li>Users - Potential Partners and Alliance Managers </li></ul>
    18. 18. Partner Application
    19. 19. Partner Application – Bank Information
    20. 20. Process Application in Salesforce.com
    21. 21. Partner Portal <ul><li>User - Approved Partners </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>View enrolled programs </li></ul></ul><ul><ul><li>View program requirements attainment </li></ul></ul><ul><ul><li>Integrate with other partner activities </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Provide program transparency to partners </li></ul></ul><ul><ul><li>Reduced cost to serve </li></ul></ul><ul><ul><li>Consolidate partner activities in one portal </li></ul></ul>
    22. 22. Partner Programs
    23. 23. Enrolled Programs
    24. 24. Program Attainment
    25. 25. Partner Finder <ul><li>User - Public </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Allow public to search for partners </li></ul></ul><ul><ul><li>Search by geography and expertise </li></ul></ul><ul><ul><li>Generate partner leads </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Integrated with salesforce.com deployment </li></ul></ul><ul><ul><li>Provides partner marketing exposure </li></ul></ul><ul><ul><li>Lead generation </li></ul></ul>
    26. 26. Partner Locator Search
    27. 27. Partner Locator Listings
    28. 28. Solution Summary <ul><li>End-to-end partner program solution </li></ul><ul><li>Using standard salesforce.com products and technologies </li></ul><ul><li>Available to you on the AppExchange </li></ul>Recruit On-Board Enable Market
    29. 29. Projected Results <ul><li>What were the projected results? </li></ul><ul><li>Business flexibility and scalability </li></ul><ul><li>Motivates partners to work with us and reach higher levels </li></ul><ul><li>Tracks and measures performance indicators </li></ul><ul><ul><li>Profitability </li></ul></ul><ul><ul><li>Usability </li></ul></ul><ul><li>Recognizes total value (not only revenues) contributed to relationship </li></ul><ul><li>Supports partners with multiple business relationships </li></ul><ul><li>Allows partners to expand commitment and business growth </li></ul><ul><li>Delivers single source of contact for relationship </li></ul><ul><ul><li>Growth </li></ul></ul><ul><ul><li>Market reach </li></ul></ul><ul><ul><li>Organizational scalability </li></ul></ul><ul><ul><li>Decreased cost of engaging and supporting customers </li></ul></ul>BUSINESS OBJECTIVES ACHIEVED
    30. 30. Next Steps <ul><li>We’re going to continue to share best practices with you and our community </li></ul><ul><li>We’re going to publish the custom partner program apps on the AppExchange </li></ul>
    31. 31. QUESTION & ANSWER SESSION Raquel Pancer, Salesforce.com Michael Fullmore, Salesforce.com Andrew O’Driscoll, Apprivo
    32. 32. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on 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>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 166, #### For example, “ Session 123, 5555 ” Session ID: 166 Session ID # Scores for 4 categories SMS Voting powered by:

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