How to Support Your Customers for Commercial Success - Dreamforce 2012 - 9/21


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Transform your customer support from reactive to proactive and turn your support agents into change agents! Learn how ISVforce can help you troubleshoot customer support issues in real-time and gather feedback to optimize your roadmap. You'll walk away with best practices to retain your customers for life. This session is primarily for product managers, support managers, and developers.

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How to Support Your Customers for Commercial Success - Dreamforce 2012 - 9/21

  1. 1. How to Support your Customers forCommercial SuccessChi Ho – Salesforce.comNikolai Balba – Libra OnDemand division, Newmarket International
  2. 2. Safe harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. 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 product or service availability, 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. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, 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 the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward- looking statements.
  3. 3. Chi HoISV Technical Architect and
  4. 4. Nikolai BalbaChief Technology OfficerLibra OnDemand division, Newmarket Int’l
  5. 5. DF12 ISV Success Sessions Great sessions for each phase of the lifecycle Plan Build Distribute Sell SupportISV Kickoff: Getting Started Distributing & Licensing Your App How to Support Your CustomersHow to Architect & Design Your App Automate Your App Sales ISV PM Product RoadmapDesigning Social Apps (Workshop) Extend Your Commercial App Expanding Your Marketing Reach with AppExchange Team Development and Release Mgmt Marketing Best Practices in the Social Era Building Secure Applications in the Cloud Mastering the Direct Sales Model Selling Social Apps Follow sessions and join the Partner Success Group on
  6. 6. Delight your customers in everyway Customer Success Channels Your Customer Email Subscriber- side Debugging Phone Push Upgrade Self-Service Push Patch Portal Premium Login as Real Time Subscribers Support Visibility Tools
  7. 7. Success Formula Release/Support Strategy + ISV technology = Customer Success •  You cannot have support strategy isolated from release strategy •  You must be aware of Salesforce events and process that impacts you •  Use ISV technology as leverage
  8. 8. Process – Release Strategy Add New Features Test (Managed Beta Upload Managed Schedule Push and Bug Fix Package) Release Package •  For development team –  Release Schedule – Major release dates should be public –  Environment management, Source code repository, Change management –  Software Development Life Cycle (SDLC) doesn’t really change •  For customers –  Education: Notifications and Webinars –  Documentation –  Pilot and Beta Programs
  9. 9. Technology – Push Major (GA in Winter 13)•  In Winter ’13, you can push a major version of your package directly to any subscriber, not just patches•  Solves the problem of subscribers being on multiple versions of your package•  Best part? No need for a separate patch org!•  Very Powerful, Exercise Caution!
  10. 10. It is the ISV’s responsibility to be “in the loop”•  All release information are in the Partner Portal•  Know your Release Dates, Sandbox and Production •  Don’t overlap Salesforce releases•  Read the Release Notes•  Try new features in the Pre-Release -  A safe place to play with new features•  Test, Test, Test in the Sandbox after upgrade. -  Encourage your customer to do the same!
  11. 11. Pre-Release Sandbox TestingTimeline: 2 - 3 weeks until Salesforce Release, Sandboxes Upgraded Vanilla Org Enterprise Sandbox Org with Your Package Partner Enterprise / Platform Edition Org Enterprise Sandbox
  12. 12. All about Libra OnDemand 100% Native App •  Hospitality (hotels & restaurants) vertical •  Sales & Catering, Loyalty, Guest & Social Relations, Email Marketing •  100+ objects, 6 apps •  Over 300 customers
  13. 13. Libra OnDemand Major Release Schedule •  Agile scrum methodology –  14 day sprints; daily scrums; biweekly reviews •  Release internally every 2 weeks –  Patch updates pushed to customers •  Release new features to customers every 4 months –  March, July, November Release Management •  Master Environments –  Development; Trialforce; Product Management; QA; Sales; Ed Dev •  Internal Trialforce Forms to keep environments in sync •  Ed Dev focuses on end-user experience –  New customers; Existing Customers; Internal Teams (Support and Prof Services)
  14. 14. Libra OnDemand Release Distribution Existing Dev Master Package Release Customer Orgs Demo TF Master New Trial Customer Form Orgs
  15. 15. Libra OnDemand Release Distribution Existing Dev Master Package Release Customer Orgs QA PM Demo TF Trial Ed Dev Master Form New Trial Customer Form Orgs
  16. 16. Customer Support: Check List  Define your Support Strategy •  Support Process? Key Metrics? SLA? •  Support Channels you’re covering?  Update support info on your AppExchange listing  Setup the Enable Notify Apex for your Package  Leverage your ISV business org •  Capture support issues (use Cases) and features request in Salesforce •  Create a Self-Service Portal •  Subscriber Success Console (part of License Management Application) •  Login-As •  Real-Time visibility into subscriber configuration •  Subscriber Debugging
  17. 17. Libra OnDemand Support Process •  Three Support Tiers -  First; Second; Advanced Technical -  Developer support; Defect tracking •  Follow the sun 24/7 coverage -  Customer support portal -  Internal use of Chatter •  Salesforce Premier partner support - IMPORTANT •  Knowledge base •  Support vs. Prof Services •  Change management
  18. 18. Libra OnDemandService & Support App•  Proactively monitors customer instances -  API usage -  Storage usage -  Object usage•  Alerts on integration issues•  Enables service activations Customer Newmarket Integration ISV Org Agents Customer Service & Salesforce Support App Orgs
  19. 19. Demo Scenario: ACME Inc. released their 3.0 version of their application on Saturday morning, but shortly after, numerous cases came in through their web-to-case form reporting an Apex error. Action: Support sees the case, login as the user to debug in real-time, and quickly have the developer create an emergency hot-fix to be pushed out to all customers. Result: Majority of the customer did not experience the bug, they are just impressed by the new feature on Monday morning.
  20. 20. Key Take Away •  Have a Release & Support Strategy! It is not optional with Customer Success. •  Enhance your strategy with ISV technology •  Follow us on Dreamforce Chatter to continue the conversation! -  Presentation will be posted on Chatter -  Links: Push Major, Push Patch, Support Console, Release for Partners
  21. 21. A Few Reminders. . .Why Work With a PDO Partner Success Experts Innovation Theater and Lounge 1:1 Success Clinics Innovation Theater and Lounge Need to relax? Have a massage! Check out the Partner Hub 540 Howard StreetSurvey (Session Record) Cloud Crawl (Thursday Night) Follow us on Twitter @partnerforce
  22. 22. Partner Hub – Speaker DebriefWhy Work With a PDO Partner Success Clinics Welcome Desk Speaker Debrief Area
  23. 23. Chi Ho Nikolai BalbaISV Technical Architect Chief Technology Officer Libra OnDemand division Newmarket International