EMEA Salesforce Consulting Partners - Marketing, Programs and Operations Update (April 14, 2016)

1. EMEA Partner Webinar
14 April 2016

2. Agenda
​ London Partner Forum – Karen Wedderburn
​ Partner Community Updates – Verity Denman
​ Eight Steps to Building a Successful Salesforce Practice – Annie Berkery
​ Operations Best Practice – Deborah Loughran
​ Q&A

3. London Partner Forum
The Grange Tower Bridge, London
18th May 2016

4. 4
Registration https://www.salesforce.com/uk/form/event/partnerforum-london-2016.jsp

6. Partner Community Updates

7. Calendar of Events
Registrations & Replays
​ April 5 – Dreamforce Office Hours
​ April 7 – Partner Roadmap Webinar
​ April 12 – Social Specialist Certification Prep
​ April 13 – Partner Marketing Power Hour
​ April 18 – APAC Partner Office Hour
​ April 20 – 22 – Steelbrick Customer Success Summit
​ April 28 – Using AppExchange Apps to Elevate Your Sales Team
http://p.force.com/calendar

8. Partner Roadmap Webinar
• Access to & insight from our PM’s & Program Staff
• Transparency with our product roadmap
• Program Announcements & Alerts!
• Around once per month
​ What’s New & What’s Next for ISV, SI, & Marketing Cloud Partners
Next session is on May 5 at 9am Pacific
Topic: Marketing Cloud Program Preview
http://p.force.com/ROADMAP

9. Alerts! Important Notifications for Partners
​ Read each notice carefully
http://p.force.com/ALERTS
You must log in
to see Alerts!

10. Partner Forums Collaboration Group
http://p.force.com/partnerforums

11. New Trail! Build Apps as an ISV Partner Trail
​ Get the tools you need to build and sell your app
http://p.force.com/newisv
ISV Basics
ISV App Strategy
ISV App Development

12. 2 More New Trails!
​ Free product training
https://developer.salesforce.com/trailhead
Heroku Enterprise
Communities

13. Salesforce Partner Program
​ Review program policies, guidelines, and benefits
http://p.force.com/program

14. Support for Marketing Cloud (MC) Partners
​ Submit cases for support from Salesforce

15. ✓ Sandbox Preview
✓ Pre-Release
✓ Release Schedule
✓ Release Notes
✓ Demos
✓ Preview Webinars
✓ Training
http://p.force.com/releases
Summer ‘16 is coming!
​ Stay up-to-date with our release cycles

16. Sponsorships for 2016
​ Please review the updated list of events
http://p.force.com/sponsorships

17. Partner Community Office Hours
Partner Marketing Power Hour
Security Review Office Hours
http://p.force.com/officehours
Office Hours For All Partners
Marketing Cloud – Partner Office Hour

18. http://p.force.com/topics
Partner Community Topics (A-Z)
​ Jump directly to a specific topic

19. 8 Ways to Build a Successful Salesforce
Consulting Practice

20. Annie Berkery
Partner Account Manager
On-Boarding & Partner Practice Advisory for Regional SIs in the UK & Ireland
aberkery@salesforce.com

21. Understand your firm’s value proposition, differentiators, and what will fuel your growth
INDUSTRY:
Does my firm have domain expertise in a specific industry?
Does my firm have an industry point of view?
Is my existing customer base heavily weighted towards an industry?
SALESFORCE PRODUCT:
Does my firm have product expertise?
Certifications focused on a product?
Is my existing customer base heavily weighted towards a product?
REGION / MARKET SEGMENT / EMERGING TECHNOLOGY
Define Your Practice Focus

22. Train and certify consulting resources
Certifications should correlate to your Practice Focus
Practice differentiators help determine your certification plan
Ability to Scale – Certified Consultants

23. Understand The Salesforce Advantage
Think Beyond CRM
Everything is powered by the Salesforce Platform
APIs
Flexible, Scalable, Metadata
Platform
Workflow
Data &
Object
s
IdentityAnalytics
Collaboratio
n
Mobile UI
2,700+ Partner Apps
Largest Enterprise EcosystemCloud
Mobile
Social
Data
Science
Trusted Multitenant Cloud
Fast App Dev & Customization

24. Ability to scope project correctly
Ability to execute and manage customer expectations
Customer success stories and references
Grow deals through:
Deep understanding of the customer’s challenges
Building relationship
Track Record of Successful Implementations

25. Leverage existing customer relationships
Analyze your customer base to uncover opportunities:
​ Extend the Salesforce platform
​ Additional clouds
​ Add on licenses
​ Upgrades
Leverage customer success stories to build pipeline with net new prospects
Define Sales Strategy & Build Pipeline

26. Define your brand – Build value proposition statement
Content– Does your website & appexchange listing best represent the practice & differentiators?
Does my firm have a Point of View? Is that thought leadership being leveraged to drive market?
Marketing investments in the right people, events, campaigns
Have we mastered the art of Marketing TO Salesforce?
Marketing Strategy

27. Pillars of Success
ACV
SOURCED
ACV INFLUENCED ACV
EXPERTISE
CERTIFIED
INDIVIDUALS
CUSTOMER SUCCESS
CSAT CUSTOMER STORIES
Salesforce Consulting Partner Program Achievement

28. Salesforce Consulting Partner Program Achievement

29. High Customer Satisfaction Score
Customer Success is a top priority
CSAT Score is visible on your appexchange listing
CSAT score is generated when you register and complete
your projects in the Partner Community

30. Register Leads & Reconcile Opportunities
Key metrics to track your success and advance in the
Partner Program Tiers
Lead: New sales opportunity uncovered by partner
Submitted via Partner Community

31. Local Presence
Leverage your network
Leverage proximity to drive business
Build relationships with customers, prospect,
and local Salesforce employees

32. 1. Define your practice focus
2. Train and Certify consulting resources – create certification plan
3. Think beyond CRM – train team on The Salesforce Advantage
4. Track record of successful implementations
5. Define sales strategy and plan to build pipeline
6. Define marketing strategy
7. Align to Partner Program Tier Achievement
• Register leads, track ACV growth, register projects
8. Leverage local presence
8 ways to build a successful Salesforce Practice

33. Have I contributed my first lead or opportunity? Do I have a Go-To-Market Plan for the year?
Have I identified my 1st two certifications? For established practices, do I have a cert plan in place?
Have I secured, completed and sought feedback from the customer on my first project?
Am I actively submitting customer stories highlighting my best work?
Have I created a Partner At-A-Glance document to put on record with Salesforce?
New Partner Milestones

34. Partner Community
​ Your one-stop shop for education and engagement
http://partners.salesforce.com/
• Partner Program Details
• Communications
• Training
• Leads, Opportunities, & Projects
• AppExchange Publishing
• Webinars & Recordings
• Office Hours
• Sales & Marketing Resources
• Technical Support

35. Looking for the Partner Session Replays and Slides?
​ See the Partner Community Calendar – September 15-18, 2015
http://p.force.com/calendar

36. Thank you

37. Best Practice for EMEA Partners
Deborah Loughran
SI Partner Operations Manager for EMEA/ LACA/ APAC regions.
Partners@salesforce.com / dloughran@salesforce.com
April 14 2016

38. We are Trusted Advisors:
Aligning Efforts to Strengthen Partnerships and Transform Customers
We have a unique opportunity to transform our
customers by aligning specialized teams and resources
from Salesforce, and our ecosystem, to be our Partners’ Trusted Advisors
and deliver total transformation.

39. SI Partner Operations Team for all Regions
Deborah
Loughran
(SI Partner
Operations
Manager for
LACA, APAC,
EMEA regions).
Caroline Roche
(SI Partner
Programs
Specialist EMEA
& APAC)
Dayna Sng (SI
Senior Partner
Programs
Specialist APAC)
TBH

40. Partners
• On-boarding
• Cases
• Lead Rejections
• Referral Payouts
Sales
Teams
(CIT, AE’s, BDR’s)
• Compliance on leads
• Partner Sourced lead process
• Duplicate opportunities with
partner information
• Partner tagging on Joint sales
opportunities
Partner
Account
Managers
• Partner Applications
• Partner Referral Payouts
• Processing tickets for Partner
Recognition
• Cert Reporting
Partner Programs
&
Operations

41. What are we covering today?
v Leads
• Definition of partner role
• How a lead is processed
• What information needed for a qualified lead?
• Partner Lead Status
• Opportunity Status
v Referral fee payout process
v Q&A

42. Leads

43. Definition of Partner Role
Sourced – PL must be submitted for all sourced opportunities
Any previously unknown opportunity referred by partner as a lead submitted through Partner Communities and
accepted by the SFDC sales team resulting in new end user purchase of original services, purchase of additional
services, or upgrade to existing services.
Joint Sales – Don’t need to log PL
Partner brings previously unknown intelligence to an existing SFDC opportunity to support close or is brought in by the AE to support close of an existing SFDC
opportunity with partners shouldering 50% of the sales cycle.
Internal User License
Partner is credited for supporting the sale of licenses used by self or subsidiary.
Implementation Partner
Identified as the system integrator for the opportunity. This may change during the lifecycle of the sale.
​ Identify your influence on the opportunity

44. Partner creates lead in
the Partner Community
Lead is assigned to CIT
Team
Is the lead
fully
qualified?
Is there
already an
opportunity
or lead?
Follow up with AE to confirm if partner
should be sourced or joint
Partner Ops reviews
Lead is rejected if existing opp is
not sourced
If sourced lead is converted into
existing opp
Lead is converted to an
opportunity
and assigned to an AE
NoYes
Leads is assigned to
Partner Ops Team
Lead status is changed to
“Incomplete“
Requesting partner to provide more
detail and resubmit
The Life of a Partner Lead
Yes
CIT = Customer Intelligence Team
No

45. Leads Submission Best Practices
​ Lead Company
​ These fields must include information about the prospect company.
​ Number of Employees
​ Total number of employees within the prospect company is vital for knowing which market segment applies.
​ Decision Maker
​ These fields must include the decision maker’s accurate contact information.
​ Leads with contact information for your own company will be rejected.
​ Details
​ You are acting as our sales representative. All discovery questions must be completed prior to lead submission.
​ Leads with incomplete qualification information will be rejected.
​
​ Purchasing Timeframe
​ Partner-sourced opportunity must be closed within 6 months of the referral.
​ Total Potential Users
​ Potential users for the opportunity in question.
​ (not the same as the Number of Employees count)
​ Additional Information
​ Give insight into the sale, relationships within the account, pains, goals, clear next steps, whether you assistance with a demo, if the lead is for Add-On, Upgrade or New
Business.
​ Leads with incomplete qualification information will be rejected.

46. Leads Submission Best Practice
Additional Information ( Is required info if it is not filled out, lead will be changed to incomplete)
You are acting as our sales representatives. All discovery questions must be completed by partner prior to lead submission.
*Required info:
1. Comprehensive details on the goals, pains
2. Clear next steps
Include any other information as well if the lead is for Add-On, Upgrade or New Business.
Please include goals/pains/BANT (Budget, Authority to purchase, Need and Timeframe) details even if it is for an add-on/upgrade
* Leads with incomplete qualification information will not be processed to an opp.

47. Partner Lead Status
​ SUBMITTED (editable)
​ Your lead has been received and will be automatically assigned for review.
​ WORKING
​ The review process is under way. SFDC rules of engagement may require the lead to be re-assigned from one sales team member to another adding
additional time to lead processing.
​ INCOMPLETE (editable)
​ Update with corrected information and resubmit.
​ CONVERTED
​ Your lead has been converted and is under final review by the account executive. Please ensure that a related opportunity is visible in your opportunities
view. If none is visible, please log a case.
​ REJECTED (editable)
​ Your lead has been rejected by our sales team. You will be notified by email with the details for this rejection. Please make sure to make necessary edits and
resubmit, if applicable.
​ As your lead goes through the review process, you will see the lead status change in your lead view.

48. Managing your Leads
It’s your responsibility to monitor the progress of your leads. Leads need to be submitted before the opportunity is
created in our system. Being pro-active is in your best interest!
If you feel a lead has not been processed correctly, please submit a support case for review
Lead Detail
Click on the Partner Lead Number
to view original lead information
or to make changes to active lead.
Leads that have been converted
may not be edited.

49. Opportunity Status
Reviewing Your Opportunities
Once your lead is converted, you will be able to see the associated opportunity in your Partner Community
Opportunities view. This view provides a wealth of information including stage, partner role, close date, and ACV of
closed opportunity
If you do not find an
opportunity created
from a converted lead,
please log a case.

50. Opportunity Status
Stage 01 through Stage 07
Opportunity is being worked by our AE.
Stage 08 – Closed
The opportunity has closed/been won. Congratulations!
Stage 08 -- Dead – Duplicate
AE has “deaded out” the opportunity because there is another opportunity in play.
Please ensure an duplicate opportunity is visible in your opportunities view. If not, please submit a case.
Stage 08 – Dead – No Opportunity
AE has “deaded out” the opportunity for any of these reasons:
Prospect is non-responsive, no budget, no solution fit, or lead was prematurely qualified.
Stage 08 – Dead – No Decision
AE has “deaded out” the opportunity for any of these reasons:
No budget, lost funding, project postponed, project cancelled, existing SFDC licenses re-deployed, prospect is non-responsive

51. Referral Fee Payout Overview

52. Payout Process Flow
Process Timeframe
Step 1 Report is exported by finance team.
The report is then reviewed by various stakeholders; for payout percentages, minimum
certifications and discrepancies for all opportunities that closed in the previous month.
1 – 10
Business Days
Step 2 Purchase Order (PO) raised & goes through approval chain.
(Value of PO may affect the amount of approvers needed before PO is created)
5 Business
Days
Step 3 Partner will receive an automated email containing Purchase Order (PO) and a link
to referral fee statement in the PO
Immediately
after approval
Step 4 Partner must issue invoice to our Accounts team at emeainvoices@salesforce.com.
Billing entity will be stated on the PO and PO number should be included on the invoice .
Payable within forty-five (45) days from receipt of an undisputed invoice.
Dependent on
partner
As per our policy
guidelines: All
sourced
opportunities
require a PL to be
eligible for a
referral fee payout
*Please refer to the Referral Program Qualification Table found on Page 7-9 of the Program Policies for the full details.

53. Process Timeframe
Step 1 Report is exported by finance team.
The report is then reviewed by various stakeholders; for payout percentages, minimum
certifications and discrepancies for all opportunities that closed in the previous month.
1 – 10
Business Days
Step 2 Purchase Order (PO) raised & goes through approval chain.
(Value of PO may affect the amount of approvers needed before PO is created)
5 Business
Days
Step 3 Partner will receive an automated email containing Purchase Order (PO) and a link
to referral fee statement in the PO
Immediately
after approval
Step 4 Partner must issue invoice to our Accounts team at emeainvoices@salesforce.com.
Billing entity will be stated on the PO and PO number should be included on the invoice .
Payable within forty-five (45) days from receipt of an undisputed invoice.
Dependent on
partner
Payout Process Flow As per our policy
guideline: A Pl
must be
submitted for all
sourced
opportunities to
be eligible for a
referral fee
*Please refer to the Referral Fee Eligibility Criteria Table found on Page 8-9 of the Program Policy Guideline for the full details.

54. PO Email Explained
Partner address
here
Number of Opps
being paid
To view opps that are included
in this payout click here to
open attachment
PO number here, this
must be quoted on
Invoice
Invoice must be
made out to this
billing address

55. Submitting your Billing Info
​ When you first became a partner receive a similar
email to this.
​ This is a request for you to provide billing info to
enable us to raise PO’s.
​ If you have not received this and never received a
payout from Salesforce please log a case in the
Partner Community so we can help you.
Any questions regarding banking set-up, updates to banking
details, please email to: vendorrecords@salesforce.com

56. Referral Program Qualifications Table
Partner Role Payout % Mature
Payout % Emerging –
Enterprise Sales
Payout % Emerging –
Commercial Sales
Sourced 10% of 1st year ACV 20% of 1st year ACV 25% of 1st year ACV
Joint 0% 10% of 1st year ACV 10% of 1st year ACV
Internal Use License
No payout, but will get credited
towards ACV performance
No payout, but will get credited
towards ACV performance
No payout, but will get credited
towards ACV performance
Add-on/Upgrade Revenue 0%
If the business relationship with the
customer continues, the referring
partner can submit Qualified Leads
via the Partner Community to earn
Referral Fees on the customer’s
upgrade or add-on orders.
If the business relationship with the
customer continues, the referring
partner can submit Qualified Leads
via the Partner Community to earn
Referral Fees on the customer’s
upgrade or add-on orders.
Renewals / Replacements
Salesforce does not pay Referral
Fees to Partners based on
replacements or renewals
Salesforce does not pay Referral
Fees to Partners based on
replacements or renewals
Salesforce does not pay Referral
Fees to Partners based on
replacements or renewals

57. Questions?
​ Resources:
EMEA Partners (SI)
Questions & Answers (Q&A)
Official: Partner Community
*Official SI Consulting Partner Leads
Official: Consulting Central

58. Thank you

59. Q & A
Please post your questions in the Webinar panel on the right
You can also post questions on the Partner Community any time:
http://p.force.com/question

60. thank y u