For so many suppliers, partnerships enable growth for net new revenue. With the continued trend toward subscription-based offerings, companies from start-ups to enterprises like Cisco are working to determine the role partners will play beyond customer acquisition by aligning partners to different points of the customer lifecycle.

1. FUEL REVENUE
GROWTH WITH
CUSTOMER SUCCESS
‘16
Chris Doell
Cisco-OpenDNS
Mike Schmidt
Gainsight
Matt Hensler
Allbound

2. Customer Success in Channel Sales: Worth the Challenge?
As we become more outcomes focused with our customers….how do we get our
channel partners to join us in the crusade??
So many questions to ponder….
● Will partners adopt the outcomes mindset?
● Where do you spend your limited time & resources; enabling partners or with end
customers
● What will this mean for your partner ecosystem? Fewer, stronger partnerships?
We’ll focus on a few thought-provoking questions….
● What are 3 ways the Vendor-Partnership will change as Vendor’s get more
outcomes focused?
● In a perfect world, how would Partners share in the management of the customer
life-cycle?
● What critical information/data needs to be shared between Vendors & Partners to
drive outcomes for customers?

3. Meet Your Panelists
Chris Doell, Vice President, Customer Success
Cisco / OpenDNS
Cisco Systems
● Worldwide Leader in IT
● #184 on Global 500
● #54 on US Fortune 100
OpenDNS
● Cloud Security, SaaS
● Acquired 2015
“Cisco changes the way we work,
live, play and learn…”
Customer Success Leadership:
● Cisco/OpenDNS
● Citrix/Zenprise
● Doubleclick
CEO:
● sportsTALK.com
● Workshare
Global Services:
● Intuit & Macromedia
Passions:
● Int’l Travel, Music/Drums,
Disruption
Cisco Systems / OpenDNS Who is Chris Doell?

4. Meet Your Panelists
Matt Hensler, Vice President of Customer Success and Partnerships
Allbound, Inc.
● Software platform that helps
support & streamline how
SaaS companies grow
through partners & resellers
● Modernizes delivery of
partner training, content
marketing, collaboration &
customer success strategies
to partners
● #NeverSellAlone,
deathtoprm.com,
Co:llaborate Conference
● Responsible for customer
success & partner program
at Allbound
● B2B marketing & brand
strategist for 15 years before
focusing on customer
success
● Wisconsinite = Green Bay
Packers fan
(translation: it’s like rooting
for Arsenal...I think)
Who is Allbound? @goallbound Who is Matt Hensler? @matthensler

5. Meet Your Panelists
Mike Schmidt, Vice President, Sales
Gainsight
● Gainsight is the leading
Customer Success
management platform
● We work with ~400
enterprises to drive revenue
and increase retention in
their customer base
● I head Gainsight’s Sales
organization.
● I’ve been leading Account
Management teams for 10+
years
● I have an unhealthy fear of
reptiles…they are my
kryptonite :)
Who is Gainsight? Who is Mike Schmidt?

6. Customer Success in Channel Sales: Worth the Challenge?
Question #1:
What are 3 ways you think the Vendor-Partner
relationship will change as Vendors become more
outcomes focused?

7. Customer Success in Channel Sales: Worth the Challenge?
Question #1 - What are 3 ways you think the Vendor-Partner relationship will
change as Vendors become more outcomes focused?
● The 80-20 Rule Evolves!
● Transparency:
○ Improved (shared) alignment to customer objectives
● Ts & Cs can become dynamic due to:
○ Tools, Telemetry, Real-time Data, GRR/NRR, Proactive Models

8. Customer Success in Channel Sales: Worth the Challenge?
Question #1 - What are 3 ways you think the Vendor-Partner relationship will
change as Vendors become more outcomes focused?
● Restore: Getting back to what it means to partner
● Share: Growth via shared resources, insights and
data require new levels of transparency
● Co: Working together for enhanced collaboration,
connection, co-marketing, co-selling & cooperation
“75% of all goods & services globally are sold through
indirect channels.”
World Trade Organization, 2015

9. Customer Success in Channel Sales: Worth the Challenge?
Question #2:
In your perfect world, how would your partners share in
the management of the customer life-cycle?

10. Customer Success in Channel Sales: Worth the Challenge?
Question #2 - In your perfect world, how would your partners share in the
management of the customer life-cycle?

11. Customer Success in Channel Sales: Worth the Challenge?
Question #2 - In your perfect world, how would your partners share in the
management of the customer life-cycle?

12. Customer Success in Channel Sales: Worth the Challenge?
Question #2 - In your perfect world, how would your partners share in the
management of the customer life-cycle?

13. Customer Success in Channel Sales: Worth the Challenge?
Question #2 - In your perfect world, how would your partners share in the
management of the customer life-cycle?

14. Customer Success in Channel Sales: Worth the Challenge?
Question #3:
What critical information/data needs to be shared
between Vendors and Partners to help drive outcomes
for customers?

15. Customer Success in Channel Sales: Worth the Challenge?
Question #3 - What critical information/data needs to be shared between
Vendors and Partners to help drive outcomes for customers?

16. Customer Success in Channel Sales: Worth the Challenge?
Question #3 - What critical information/data needs to be shared between
Vendors and Partners to help drive outcomes for customers?

17. Audience Q&A

18. Customer Success in Channel Sales: Worth the Challenge?
Question #4:
As Customer Success practices, tools and KPI’s mature
and grow, how will that evolve the Vendor-Partner
relationship?

19. Customer Success in Channel Sales: Worth the Challenge?
Question #4 - As Customer Success practices, tools and KPI’s mature and grow,
how will that evolve the Vendor-Partner relationship?
● Increased supplier responsibility to frictionless partner
enablement & support
● Supplier accountability measures via Partner NPS &
supplier ratings
● Partners have choice & vote with leads/loyalty

20. Customer Success in Channel Sales: Worth the Challenge?
Question #4 - As Customer Success practices, tools and KPI’s mature and grow,
how will that evolve the Vendor-Partner relationship?
● Both partner & vendor are accountable for results.
● Objective dialogue & ownership to address challenges
● Dynamic T&Cs for under/over delivery (as stated before)
● Power to the customer as scorecards become transparent
● Maybe incumbency protection is lost following poor partner performance?
● Partner has skin in the game to force change with the vendor.

21. Customer Success in Channel Sales: Worth the Challenge?
Question #5:
How does Partner enablement change as you move
toward an outcomes-focused business model?

22. Customer Success in Channel Sales: Worth the Challenge?
Question #5 - How does Partner enablement change as you move toward an
outcomes-focused business model?
● PSM is the new CSM
● Partner journey maps become the “new-new”; including LASER-focus on
○ Land, Adopt, Service, Expand, Renew logistics and touchpoints for Partners
● Vendors can no longer simply throw product at partners without a LASER-focused plan
Responsibility & obligations increase:
- Vendor to manage the partner(s) success & journey map
- Partner to buy-in, lean in, and deliver.

23. Customer Success in Channel Sales: Worth the Challenge?
Question #5 - How does Partner enablement change as you move toward an
outcomes-focused business model?
Partner Success as a practice which models Customer Success methodologies

24. Audience Q&A

25. Thank you!