Strategies For Partner Recruitment & Channel Account Management - A Customer Panel


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Strategies For Partner Recruitment & Channel Account Management - A Customer Panel

  1. 1. Strategies For Partner Recruitment & Channel Account Management: A Customer Panel Ken Creager , Meru Networks, Inc. Ernie Megazzini , Network Physics, Inc. Marianne Carter, Phoenix Technologies Adi Kuruganti , 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, 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 . </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., 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>Introductions </li></ul><ul><li>Typical Challenges </li></ul><ul><li>Best Practices </li></ul><ul><li>Customer Stories </li></ul><ul><ul><li>Meru Networks </li></ul></ul><ul><ul><li>Network Physics Inc. </li></ul></ul><ul><ul><li>Phoenix Technologies </li></ul></ul><ul><li>Salesforce PRM Solution Summary </li></ul><ul><li>Question and Answers </li></ul>
  4. 4. Introductions Ken Creager Senior Director, Strategic Markets Ernie Megazzini Senior Director Channels & Alliances Meru Networks Marianne Carter Phoenix Technologies Network Physics Director, Global Channel Marketing
  5. 5. What Channel Challenges Are You Facing Today? Mind share? Visibility? Scale? Adoption? Do you know who your top performing partners are? Do you know why they are your top performers? ” “
  6. 6. The Beginning Of Partner Lifecycle Management <ul><li>Achieve scale </li></ul><ul><li>Vertical coverage </li></ul><ul><li>Geographic coverage </li></ul><ul><li>Specialization </li></ul><ul><li>Manage cost of sale </li></ul>Recruitment, qualification, activation and on-boarding Goal: Make more of your partners sell as much as your strategic partners
  7. 7. How Effective Is Your Channel Recruitment? <ul><ul><li>High numbers of partner registrations? </li></ul></ul><ul><ul><li>Short qualification and approval times? </li></ul></ul><ul><ul><li>Great partner ramp-up programs? </li></ul></ul><ul><ul><li>Quick time to volume for new partners? </li></ul></ul><ul><ul><li>Metrics and dashboards in place to gauge success </li></ul></ul>
  8. 8. Ken Creager Senior Director, Strategic Markets MERU NETWORKS [email_address]
  9. 9. Company Introduction <ul><li>Private company, backed by 9 global Venture Capital firms </li></ul><ul><li>Locations: Sunnyvale, Bangalore, Tokyo, London, Stockholm, HK </li></ul><ul><li>F500 customers in Healthcare, Education, Retail, Manufacturing and more </li></ul><ul><li>Leading the market in solutions for wireless VoIP infrastructure </li></ul><ul><li>Award winning wireless product family </li></ul><ul><ul><li>Wireless Controllers </li></ul></ul><ul><ul><li>Industry leading access points and switches </li></ul></ul>
  10. 10. Key Challenges Faced <ul><li>Business Challenge </li></ul><ul><ul><li>Build best in class channel program with global reach </li></ul></ul><ul><ul><li>Program phases </li></ul></ul><ul><ul><ul><li>Development, Recruitment, Training, Productive, Engaged….. Aligned </li></ul></ul></ul><ul><ul><li>Develop automation to reduce approval and processing time </li></ul></ul><ul><ul><li>Create a user friendly application and provisioning process </li></ul></ul><ul><ul><li>Develop performance measurement and metrics </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Limited process, automation or systems integration </li></ul></ul><ul><ul><li>Existing Salesforce implementation poorly architected </li></ul></ul>
  11. 11. How We Addressed The Challenges <ul><ul><li>Defined new business goals, partner program and desired architecture </li></ul></ul><ul><ul><li>Completed process review and data analysis </li></ul></ul><ul><ul><ul><li>Initial data clean up – 300 hours, new hierarchies, new work flow rules…. </li></ul></ul></ul><ul><ul><ul><li>Developed integration process </li></ul></ul></ul><ul><ul><li>Contracted an architectural “Expert” </li></ul></ul><ul><ul><li>Developed monthly update program </li></ul></ul><ul><ul><li>Developed Web-to-Lead Form </li></ul></ul><ul><ul><li>Defined new approval process </li></ul></ul>Web To Lead form
  12. 12. <ul><li>Increased channel scale from 30 to 270 partners </li></ul><ul><li>Reduced recruitment process time from 10 days to 2 hours </li></ul><ul><li>100% improvement in staff utilization </li></ul><ul><li>Automation improved data accuracy </li></ul><ul><li>Simplified growth initiatives </li></ul>New Strategy Translated Into Better Results
  13. 13. Ernie Megazzini Senior Director Channels & Alliances [email_address]
  14. 14. Company Introduction <ul><li>Leader in real-time application performance insights </li></ul><ul><li>20 sales personnel covering 15 countries </li></ul><ul><li>85 partners on the portal (320 users) </li></ul><ul><li>Recent media coverage: </li></ul><ul><ul><li>Channel Insider: “Long-tail of the channel” </li></ul></ul><ul><ul><li>NetworkWorld: “Network Physics hones Application Mgmt focus” </li></ul></ul><ul><ul><li>eWeek: “Network Physics ups Apps speed” </li></ul></ul><ul><ul><li>, </li></ul></ul>INDUSTRY: Network Management Appliance & Insights EMPLOYEES: 88 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Marketing, License Management, Service & Support, 2 downloaded AppExchange applications # USERS: 452
  15. 15. A Brief Intro On Our Products….. Ending the Network versus Application Blame Game
  16. 16. Partners & Customers Financial Health Care Manufacturing Retail Technology Media & Internet Partners
  17. 17. Key Challenges Faced <ul><li>Business Challenge </li></ul><ul><ul><li>Shifted business from direct to 100% channel </li></ul></ul><ul><ul><li>Limited sales visibility </li></ul></ul><ul><ul><li>Lack of process and automation </li></ul></ul><ul><ul><li>Weak lead generation </li></ul></ul><ul><ul><li>No products/price books implemented therefore no central forecasting </li></ul></ul><ul><ul><li>Sub standard asset tracking and licensing administration </li></ul></ul><ul><li>Technology Challenges </li></ul><ul><ul><li>Integration between systems </li></ul></ul><ul><ul><li>Legacy architecture </li></ul></ul><ul><ul><li>Data cleansing tools non existent </li></ul></ul><ul><ul><li>Licensing key integration </li></ul></ul><ul><li>High costs </li></ul><ul><li>Reduced revenue </li></ul><ul><li>Inefficiency </li></ul><ul><li>Low customer service </li></ul>
  18. 18. How We Addressed The Challenges <ul><li>Created an automated lead process </li></ul><ul><li>Implement GOT email campaign </li></ul><ul><li>Implemented products and price books </li></ul><ul><li>Integrated with Harte Hanks and SPOKE </li></ul><ul><li>Deployed a robust set of tools including ‘Do it yourself’ guides and marketing & sales toolkits </li></ul><ul><li>Created custom objects for license management </li></ul><ul><li>Implemented the partner portal </li></ul><ul><li>Unlimited Edition </li></ul><ul><li>408 Users </li></ul><ul><li>Integration with Quick Books enterprise edition, Spoke, Harte Hanks, GOT, RingLead and our licensing application </li></ul><ul><li>4 training tracks: Sales, Marketing, Service and Partner Portal </li></ul><ul><li>All business units have one admin and all use the system </li></ul><ul><li>Better integration with Trackonit (system used by telemarketing firm) </li></ul>DEPLOYMENT DETAILS
  19. 19. Key Channel Program: Momentum Demo Program <ul><li>ZERO INVENTORY: Free start up unit provided – sell within 60 days </li></ul><ul><li>Zero channel conflict through use of the partner portal and deal registration </li></ul><ul><li>Zero professional services conflict </li></ul>
  20. 20. Demo The Partner Recruitment Process
  21. 21. New Strategy Translated Into Better Results <ul><ul><li>214 % increase in revenue 2nd quarter 2006 over 2005 </li></ul></ul><ul><ul><li>Signed 85 partners in first 6 months of 2006 </li></ul></ul><ul><ul><li>Zero channel conflict due to deal registration </li></ul></ul><ul><ul><li>Order to cash cycle time improvements </li></ul></ul><ul><ul><li>Improved visibility to partners through the portal </li></ul></ul><ul><ul><li>Improved accuracy of data </li></ul></ul><ul><ul><li>Higher customer satisfaction due to support object being exposed through the partner portal </li></ul></ul>
  22. 22. Marianne Carter Director, Global Channel Marketing PHOENIX TECHNOLOGIES [email_address]
  23. 23. Company Introduction <ul><li>27 years BIOS and embedded software technology leader (NASDAQ: PTEC) </li></ul><ul><li>Worldwide offices: US, Asia, India, HK, Taiwan, Tokyo </li></ul><ul><li>400 employees with over 65% using </li></ul><ul><li>In 2005 launched: </li></ul><ul><ul><li>Solutions provider channel with five aftermarket software applications </li></ul></ul><ul><ul><li>Trusted Partner Network program </li></ul></ul><ul><li>Expanded from direct sales force to indirect sales force </li></ul><ul><li>Winner of 7 worldwide channel awards for outstanding partner program and software </li></ul>
  24. 24. Key Challenges Faced <ul><li>Business Challenge </li></ul><ul><ul><li>Design, develop and launch worldwide partner program </li></ul></ul><ul><ul><li>Develop processes and systems to align with program entitlements, requirements and channel model </li></ul></ul><ul><ul><li>Move from exclusive OEM direct model by adding indirect channel line </li></ul></ul><ul><ul><li>Create tier 1 and 2 (direct and indirect) systems including opportunity management, entitlements and navigation </li></ul></ul><ul><ul><li>Limited funding – no new net headcount </li></ul></ul><ul><ul><li>Manage company cultural change and keep sales associates selling! </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Automate new business processes cross eight departments (worldwide) </li></ul></ul><ul><ul><li>Integrate with direct business – without disrupting legacy system </li></ul></ul><ul><ul><li>Add layers – build two tiers instead of one </li></ul></ul>
  25. 25. How We Addressed The Challenges <ul><li>Automated application process including approvals </li></ul><ul><li>Developed partner on-board packs to improve consistency and scale </li></ul><ul><li>Launched partner locator </li></ul><ul><li>Developed indirect opportunities exclusive to channel partners </li></ul><ul><li>Integrated Phoenix online training center (Abobe Breeze) </li></ul><ul><li>Focused extensively on recruiting sales, marketing & executive management </li></ul><ul><li>Shared our roadmap with partners </li></ul><ul><li>Training, training, training on new processes </li></ul>
  26. 26. Application And Contract Approval Process <ul><li>Key Requirements </li></ul><ul><ul><li>Ease of use </li></ul></ul><ul><ul><li>Legal contract compliance </li></ul></ul><ul><ul><li>Automate lead to account post-approval </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Faster processing time and applicant turnaround </li></ul></ul><ul><ul><li>Faster assignment of approved applicants </li></ul></ul><ul><ul><li>Better tools for internal training </li></ul></ul>Contract Approval request New Partner Account Convert/Reject contract
  27. 27. Partner On-Board Launch Packs <ul><li>Key Requirements </li></ul><ul><ul><li>Multiple tasks across business users </li></ul></ul><ul><ul><li>Timed task completion </li></ul></ul><ul><ul><li>Monitoring partner enablement during first 30 days </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Consistent partner launch experience </li></ul></ul><ul><ul><li>Aging reports on tasks completed </li></ul></ul><ul><ul><li>Ability to launch up to 40 partners per day </li></ul></ul>Partner Task List
  28. 28. Direct And Indirect Opportunities <ul><li>Key Requirements </li></ul><ul><ul><li>Separate forecasting for direct vs. indirect business </li></ul></ul><ul><ul><li>Ease of use should limit time to train during worldwide rollout </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Supports business model expansion </li></ul></ul><ul><ul><li>On-demand pipeline visibility </li></ul></ul><ul><ul><li>Future integration for partner PRM direct entry </li></ul></ul>
  29. 29. Partner Profile Demographics & Dashboards <ul><li>Key Requirements </li></ul><ul><ul><li>Support mobile sales team </li></ul></ul><ul><ul><li>Provide enhanced visibility </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Eliminated manual order processing </li></ul></ul><ul><ul><li>Centralized forecasting </li></ul></ul><ul><ul><li>On-demand pipeline visibility </li></ul></ul>
  30. 30. Partner Locator Demonstration <ul><li>Key Requirements </li></ul><ul><ul><li>Worldwide </li></ul></ul><ul><ul><li>Real-time interface with web-to-lead process </li></ul></ul><ul><ul><li>Reliable and scalable </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Eliminated manual process </li></ul></ul><ul><ul><li>Real-time profile launch and data management </li></ul></ul><ul><ul><li>Ease of navigation </li></ul></ul>
  31. 31. New Strategy Translated Into Better Results <ul><li>Recruited 1000 new worldwide partners in 9 months </li></ul><ul><li>Reduced processing time from 3 weeks to under 30 minutes </li></ul><ul><li>Achieved legal contract compliance </li></ul><ul><li>Implemented tier 2 model </li></ul><ul><li>Revamped partner locator </li></ul><ul><li>Increased new partner satisfaction and sales associate time </li></ul><ul><li>Achieved consistency in individual partner launches </li></ul><ul><li>Modeled extensive partner metrics and demographics </li></ul><ul><li>Stayed under budget </li></ul><ul><li>Received industry awards for partner program and software </li></ul>
  32. 32. You Can Do This Today With The Tools You Have Recruit – Qualify – Convert - Measure Ramp up tasks for channel managers Success plans for partners Recruitment by segment Recruitment portals
  33. 33. 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>
  34. 34. Ken Creager Senior Director, Strategic Markets Ernie Megazzini Senior Director Channels & Alliances QUESTION & ANSWER SESSION Network Physics Meru Networks Marianne Carter Director, Global Channel Marketing Phoenix Technologies
  35. 35. <ul><li>More Resources: </li></ul><ul><ul><li>Salesforce PRM Demo: </li></ul></ul><ul><ul><li> </li></ul></ul><ul><ul><li>Visit the Channel Clinic for a Channel Audit </li></ul></ul><ul><ul><li>Elay Cohen: [email_address] </li></ul></ul><ul><ul><li>Frank Defesche [email_address] </li></ul></ul><ul><li>Demo </li></ul>
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