Brad Pace, Impartner Customer Success VP

1. © 2017 Impartner. All rights reserved.

2. © 2017 Impartner. All rights reserved.
Next Generation Customer Care
Brad Pace – VP, Customer Success

3. AGENDA
© 2017 Impartner. All rights reserved.
2016 – A Year in
Review
2016 PRM
Performance
Results
Accelerating
Partner
Engagement in
2017

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5. 2016 – The Year of the Customer
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ImpartnerCon 2016

6. Impartner’s Customer
Success Team is
committed to
understanding your
business needs
We pledge to transform
and grow to enable your
expanding PRM needs
We Promised
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7. © 2017 Impartner. All rights reserved.
Accelerated Progress
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“There is a future
better, beyond our
present best.”
-- Obert C. Tanner - Entrepreneur, Philanthropist

8. “We need more
collaborative
support tools
to enable our
business.”
© 2017 Impartner. All rights reserved.
#1: Support Tools that Enable our Business
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9. © 2017 Impartner. All rights reserved.
Welcome to TaskView 2.0!
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TaskView 2.0
Multi-channel ticketing system.
Organize & Group tickets to support quicker resolution
of queries.
Detailed customer support reports to help businesses
boost customer satisfaction levels.
Measure and act on important support metrics.
In-depth reporting and analysis with visuals.
Industry-leading collaboration support platform.
Ticket delegation
Automated scheduling
Support teams collaborate on one ticket or merge
similar tickets
Knowledge base software to manage both external
help pages (for customers) and internal knowledge
bases (for employees).
Employees can quickly access the internal knowledge
bases to resolve customer issues and complaints.
Knowledge base articles inform customers and
reduce customer support tickets.

10. We need training on
Products
Content Management
Momentum
ChannelFlow
Push Notifications
CRM Integration
MAP Functionality
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#2: Training to Enable New and Transitioning Teams
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11. Impartner-Facing Knowledge Base
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Knowledge Base Training & Documentation Assets
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Customer-Facing Knowledge Base
Getting
Started with
CMS
Documented
Solutions
(Internal
Support View)
MarketingView
Training
Impartner
Standard PRM
Training
ChannelFlow
QuickStart
Custom
Process
Support
Requirements
Impartner
Support Best
Practice
Sharing

12. Regular Business Reviews
Innovation Roadmap
Training
Issues/Resolution
Best Practices
Health Checks
Performance Review
Business Plans
New Functionality
Relationship Status
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#3: “We Need Consistent & Value-Added Communication”
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13. Faster Response Times
Customer Support Tickets
Implementation Tasks
Custom Business Needs
Accelerated Delivery
Improved ROI by Delivering Added
Modules Faster
Accelerated Integrations to Channel-
Critical Applications
Faster Adoption of Innovation
Serve Customers Simultaneously
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#4: “Faster Response Times & Accelerated Delivery”
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14. Roadmap
Acceleration
Shortened
Implementations
More Capacity to
Execute Support
Tickets
Escalated Account
Support
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Impartner is Investing in Your Success!
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15. Multiple Initiatives to
Automate
Processes &
Eliminate
Complexity
25%+ Reduction in
Wait-to-Work Ratio
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Process Improvements & Automations
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Process Improvements
(We are just getting started!)

16. Resource Investment
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“Faster Response Times & Accelerated Delivery”
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+
Process
Improvements
=
Results
Metric 2016 vs
2015
# Project
Delivered +76%
Avg Days
2 Go-Live -42%

17. © 2015 Impartner. All rights reserved.
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2015 Growth over 2014
400%+ 160%+ 225%User Logins Users Added Partners Added
80%+ 90%+ 150%
User Logins Users Added Partners Added
2016 Growth over 2015
Congratulations! These results are incredible!
You built it…and they came.
But in all this activity, are you sure your partners are doing
EXACTLY what you want them to do?
Let’s talk about ONE thing that EVERY customer can do to improve
the productivity of these results in 2017.

18. © 2017 Impartner. All rights reserved.
Managing the Partner Relationship Lifecycle
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Target Partners, Geos
Define Message
Define Incentives
Onboard
Train & Certify
Joint Marketing
Set Goals
Manage Performance
Optimize Business
Promote/Demote
Performance Review
Segment
ID & Recruit Onboard Perform Reward
In Every Phase…
1. Define the activities the Partner MUST do to advance to the next phase.
2. Make sure your PRM functionality ENABLES those required activities.
3. Use the Impartner WorkFlow & Push Notifications to AUTOMATE!
400%+ 160%+ 225%
User Logins Users Added Partners Added

19. © 2017 Impartner. All rights reserved.
WorkFlow & Push Notifications – Automate Success!
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Target Partners, Geos
Define Message
Define Incentives
Onboard
Train & Certify
Joint Marketing
Set Goals
Manage Performance
Optimize Business
Promote/Demote
Performance Review
Segment
ID & Recruit Onboard Perform Reward
Define ----------------------------- Enable -----------------------------Automate
• Target Segment, Geo or
Profile
• Set Program
Expectations
• Confirm Profile Fit
• 90-Day Fast-Start
Actions
• Training/Cert Validation
• Joint Marketing or
Pipeline Development
• Deal Count or $ Volume
• Lead-2-Closed Opp
Ratio
• Sales Cycle Duration
• Independent Opp
Volume
• Promote – New
Level/Goals
• Demote – New
Level/Goals
• Reposition to Earlier
Stage

20. The Impartner Pledge for 2017!
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“There is a future better, beyond our present best.”
-- Obert C. Tanner - Entrepreneur, Philanthropist
Impartner’s Customer Success
Team is committed to…
Understanding your business
needs.
Providing Best-in-Class Service
& Support.
Delivering the Best Customer
Experience in the Industry.
Bring on 2017!

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