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Building a Global Partner Program - From Strategy to Execution


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Building a Global Partner Program - From Strategy to Execution

  1. 1. Building a Global Partner Program: From Strategy to Execution Chris Gorglione, Segway Scott Safe, Network Physics Viviana Padilla, 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>The Challenges of Global Programs </li></ul><ul><li>Best Practices </li></ul><ul><li>Customer Stories </li></ul><ul><ul><li>Segway </li></ul></ul><ul><ul><li>Network Physics Inc. </li></ul></ul><ul><li>Question and Answers </li></ul><ul><li>Salesforce PRM Solution Summary </li></ul>
  4. 4. The Challenges of Going Global With Channels <ul><li>I’ve seen companies struggle with…. </li></ul><ul><ul><ul><ul><li>Business rules </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Communications </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Localization </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Training </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Strategies </li></ul></ul></ul></ul>
  5. 5. Act Globally While Acting Locally! <ul><li>One database. One experience. One international program. </li></ul><ul><li>Tools to help: </li></ul><ul><ul><li>X-portals </li></ul></ul><ul><ul><li>Record types </li></ul></ul><ul><ul><li>Sales processes </li></ul></ul><ul><ul><li>Page layouts </li></ul></ul><ul><ul><li>Field level security </li></ul></ul><ul><ul><li>Workflow </li></ul></ul><ul><ul><li>Consolidated reporting </li></ul></ul>
  6. 6. Let’s Hear What Our Customers Have To Say Chris Gorglione Product Manager [email_address] Scott Safe VP Marketing [email_address]
  7. 7. Chris Gorglione Product Manager [email_address]
  8. 8. Segway Inc. <ul><li>Develop and manufacture personal transportation products </li></ul><ul><li>Over 100 dealers in NA </li></ul><ul><li>33 Distributors around the world </li></ul><ul><li>Focus on police & security, short distance commuting and consumer recreation </li></ul>INDUSTRY: Personal Transportation EMPLOYEES: 120 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, PRM # USERS: 20 Employees 150 Partners
  9. 9. Segway Inc. – Key Challenges <ul><li>Business Challenge </li></ul><ul><ul><li>Strong, qualified lead generation (web, tradeshows, in-bound calls). </li></ul></ul><ul><ul><li>No consistent method to distribute leads to partners </li></ul></ul><ul><ul><li>No way for partners to report back on deal activity </li></ul></ul><ul><ul><li>No visibility into close rates and marketing effectiveness. </li></ul></ul><ul><ul><li>Anecdotal feedback that leads were not being followed by the channel. </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>No internal resources to develop or implement a new system. </li></ul></ul><ul><ul><li>Custom solutions were far beyond of budget. </li></ul></ul><ul><li>Qualified leads were “falling through the cracks” </li></ul><ul><li>No way to track marketing ROI </li></ul><ul><li>Conflict between Commercial Sales and Channel Partners – both working on same deals. </li></ul><ul><li>Potential customer pre-purchase frustration. </li></ul><ul><li>No consistency across global markets </li></ul>
  10. 10. Segway Inc. – The Solution <ul><li>Implementation Strategy </li></ul><ul><ul><li>Installed and configured PRM to demo internally. </li></ul></ul><ul><ul><li>Added functionality for channel to report retail sales. </li></ul></ul><ul><ul><li>Added customer satisfaction functionality based on retail sales. </li></ul></ul><ul><ul><li>Rolled-out to select group of channel partners for testing and feedback. </li></ul></ul><ul><ul><li>Organized web conferences to introduce and train the channel. </li></ul></ul><ul><ul><li>Developed incentives to reward usage and changed policies to stem channel conflict. </li></ul></ul><ul><li>Salesforce PRM </li></ul><ul><li>125+ users </li></ul><ul><li>Oracle Integration </li></ul><ul><li>Trained channel using web conferences. </li></ul><ul><li>Marketing & Sales Initiative </li></ul><ul><li>1 day to install / configure and 2 weeks of testing before roll-out </li></ul>DEPLOYMENT DETAILS
  11. 11. Reaching All Markets and Channels Globally <ul><ul><li>Did a phased roll out with partners globally </li></ul></ul><ul><ul><li>Tested with key markets and then rolled out offering </li></ul></ul>
  12. 12. Segway Inc. – Results <ul><li>Outcome </li></ul><ul><ul><li>75% of the channel was logging into the portal by the end of the first month. </li></ul></ul><ul><ul><li>Able to verify that leads were being read and followed-up. </li></ul></ul><ul><ul><li>Commercial sales team was able to work with the channel by seeing what partners were working on. </li></ul></ul><ul><ul><li>Easily see what marketing campaigns were most effective. </li></ul></ul><ul><ul><li>Visibility into customer satisfaction with dealers / distributors. </li></ul></ul><ul><ul><li>More accurate customer information. </li></ul></ul>
  13. 13. Scott Safe VP Marketing [email_address]
  14. 14. Network Physics Inc. <ul><li>Develop, manufacture, market & sell exclusively through resellers Application Performance Insight products. </li></ul><ul><li>Over 85 Resellers in N.A. and EMEA </li></ul><ul><li>Focus on every vertical market and networking-based Resellers. </li></ul><ul><li>Alignment with key technology Partners – F5, IBM, Citrix, Juniper </li></ul>INDUSTRY: Application Performance EMPLOYEES: 85 GEOGRAPHY: N.A. & EMEA PRODUCT(S) USED: Salesforce Enterprise, PRM # USERS: 35 Employees 85 Partners
  15. 15. The CEO Challenge: Go 100% Channel in 30 Days <ul><li>Business Challenge </li></ul><ul><ul><li>Competitive market with legacy ‘Direct’ players </li></ul></ul><ul><ul><li>CEO objective to go all Channel – in 30 days </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Marketing far short of resources </li></ul></ul><ul><ul><li>Needed channel program AND automation tools </li></ul></ul><ul><ul><li>Short window of opportunity </li></ul></ul><ul><li>Internal efforts showed 3-4 different Partner Portal Sites </li></ul><ul><li>Ramping up marketing investment in Campaigns, Lead generation, and channel enablement </li></ul><ul><li>Partner prospects did not want to be first, nor the last to jump in </li></ul><ul><li>Clear feedback that Leads and Deal Registration was going to drive our business </li></ul><ul><li>Opportunity to lead the pack meant having to move fast </li></ul>
  16. 16. Portal Decision <ul><li>Vendor Decision </li></ul><ul><ul><li>Looked at multiple competing solutions – </li></ul></ul><ul><ul><ul><li>Commercial Products </li></ul></ul></ul><ul><ul><ul><li>Channel companies </li></ul></ul></ul><ul><ul><ul><li>PR firms/Lead gen companies </li></ul></ul></ul><ul><ul><ul><li>Media Co’s offerings </li></ul></ul></ul><ul><ul><ul><li>Internal webmaster proposal </li></ul></ul></ul><ul><ul><li>Used SFA for 2+ years </li></ul></ul><ul><ul><li>Chose Salesforce PRM for breadth of product, roadmap, willingness to partner together, and integration with SFA </li></ul></ul><ul><li>Implementation </li></ul><ul><ul><li>Utilized GrowthCircle and internal efforts </li></ul></ul><ul><ul><li>Deployed Initially to NA, EMEA thereafter </li></ul></ul><ul><ul><li>Did the priority items First </li></ul></ul><ul><ul><ul><li>Clean up the ‘Direct data’ </li></ul></ul></ul><ul><ul><ul><li>Create the Partner-based model Processes </li></ul></ul></ul><ul><ul><ul><li>Develop the Partner Program  > Two way street with capabilities of Portal </li></ul></ul></ul><ul><li>Salesforce PRM </li></ul><ul><li>85+ Partners – expecting 300 by ‘07 </li></ul><ul><li>Extensive in-house testing – utilize test accounts </li></ul><ul><li>Leads, Deal Registration, Campaigns, Knowledgebase </li></ul><ul><li>Needed 30+ Days to roll out. </li></ul>DEPLOYMENT DETAILS
  17. 17. We Took Our Strategies Local and Made Changes <ul><li>Talked to partners globally </li></ul><ul><li>Global strategy was modified with EMEA roll-out </li></ul><ul><ul><li>Modified deal program </li></ul></ul><ul><ul><li>Removed protection </li></ul></ul><ul><li>Observations: </li></ul><ul><ul><li>EMEA partner are more portal centric </li></ul></ul><ul><ul><li>They demand all communications go through the portal </li></ul></ul><ul><ul><li>It must be the time zones….  </li></ul></ul>
  18. 18. Our Results <ul><ul><li>75% of the channel was logging into the portal by the end of the first month </li></ul></ul><ul><ul><li>Partner reticence ceased. Partners talked to the press openly about the success model of NP, and how fast we have reacted to their needs </li></ul></ul><ul><ul><li>Won Gartner IT ChannelVision praise for our Enterprise VAR program </li></ul></ul><ul><ul><li>Invited to Salesforce Partner Portal Board of Advisors </li></ul></ul><ul><ul><li>Channel friendly program </li></ul></ul>
  19. 19. Demo <ul><li>Channel Partners – Dealer & Distributors </li></ul><ul><li># Partners: ~86 </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Distribute leads </li></ul></ul><ul><ul><li>Deal Registration </li></ul></ul><ul><ul><li>Timely Sales Tools & News </li></ul></ul><ul><ul><li>Technical KnowledgeBase </li></ul></ul><ul><ul><li>Understand marketing effectiveness </li></ul></ul><ul><ul><li>Sales Forecast </li></ul></ul>
  20. 20. Chris Gorglione Product Management Scott Safe VP Marketing QUESTION & ANSWER SESSION Network Physics Segway Vivianna Padilla Senior Consultant
  21. 21. One Pipeline. One Application. One Salesforce. ” — VP of sales, Webtrends Our partners are now part of our sales force. “ My CRM My SFA Complete Visibility with Integrated PRM and CRM High Adoption through Customizable Portals and Branding Complete Partner Lifecycle Functionality Reduced Channel Conflict with Deal Registration and Opportunity Management My PRM
  22. 22. Adds the Power of AppExchange! Install AppExchange Apps to Your Portal Share Any Custom Process or Object Share Custom Price Books and Products
  23. 23. <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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