PRM Implementation Success Factors

Andrew O’Driscoll, Apprivo

Ryan Davis, Salesforce.com

Track: Channel and Partner Management

Safe Harbor Statement

“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve 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.

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Ryan Davis

Principal Consultant,PRM Global Services Lead

Salesforce.com

rdavis@salesforce.com(415) 246-7219

Andrew O’Driscoll

CEO

Apprivo

aodriscoll@apprivo.com(415) 378- 2471

About Apprivo

Apprivo works exclusively with companies using salesforce.com, providing consulting and development services Apprivo customers primarily sell through indirect channels and want to extend their salesforce deployment to support channel business processes such as deal registration, lead distribution, and MDF among others. Apprivo has co-developed several of the PRM applications in the AppExchange PRM category and have implemented over 20 PRM deployments

www.apprivo.com

We’ve worked with PRM customers of all sizes and industries

Session Agenda and Overview

10 Components of Every Successful Partner

Program

Partner Account Management

Deal Registration

Lessons Learned

Question and Answer

1. Most customers start with a pilot

Develop a global

standard/process

Select high performing partners

Conduct pilot focus groups and

incorporate feedback

Expand rollout, considering:

Languages

Currencies

Regional/geographic nuances

Support processes

2. Partner training is key for success

http://www.sprintcreative.com/salesforce/

http://www.rackspace.com/partners/partnerportaldemo.php

Option Description Considerations LOE

Webinar or

Recorded

Training

Live webinars by

geography/language

Recorded for partners not

able to attend

Highly scalable

Impersonal can challenging to

manage partner that view

recording

Lowest

Training Portal or

3rd party training

tool

Initially, partners only have

access to training material

via portal until “self-certified”

Hands on training

More robust

tracking/certification options

Moderate

Train-the- Trainer

(T3)

Channel Managers (CAM)

train their partners

Assumes manageable

CAM:Partner ratio

Resource intensive,

scalability

Highest

3. Create metrics to track pilot exit criteria and ongoing success

http://blogs.salesforce.com/prm/

4. Create a custom help file to augment standard support processes

FAQs

Support/Contact information

Field/process definitions

Standard Help

Custom Help

5. Customize portal branding for a seamless user experience

Logo

Accept Leads

Home Page Message

My Stats

Help and Search

Lead In Box

Footer

Header

Approval In Box

CSS (throughout)

6. Develop targeted messages to encourage usage and adoption Increase awareness of existing

functionality (tab specific)

Offer incentives to Partners

Solicit partner feedback

Reinforce processes

Support multiple languages

7. Communicate with Branded Email Messages

Branded Templates

New partner user

Forgot password

Lost password

Change Owner

User letterhead to expand and strengthen company brandUser letterhead to expand and strengthen company brand

8. Address OWD, Sharing Rules, & Security Considerations

Organization wide defaults

Private Leads

Private Opportunities

Private Accounts (if accounts are visible in portal)

Create sharing rules as needed for internal users

Public groups

Restrict List views

Restrict Document folders

9. Leverage the partner Role Hierarchy to address visibility, editability, and forecasting

Channel AccountManager 1 Role

XYZ Partners IncPartner Executive

XYZ Partners IncPartner Manager

XYZ Partners IncPartner User

Consider the level to assign partners to

If you use forecasting:

Do not leave a gap in the hierarchy

10. Leverage Roles and Queues to Scale Lead Distribution

Easily create groups based on partner accounts

Setup>Manage Users>Queues

Create the queue and add the partner roles

10 (cont’d). Increase and Automate Partner Out-reach with workflow

Leverage workflow to drive faster lead closure Tasks

Alerts

Emails (especially on lead assignment)

Session Agenda and Overview

10 Components of Every Successful Partner

Program

Partner Account Management

Deal Registration

Lessons Learned

Question and Answer

Partner Account Management

What’s included?

Partner scorecard

Partner fields

Reports and dashboard

http://www.salesforce.com/appexchange/detail_overview.jsp?NavCode__c=a0130000006P6IoAAK-d&id=a0330000003ek87AAA

Partner Account Management

DEMO

Session Agenda and Overview

10 Components of Every Successful Partner

Program

Partner Account Management

Deal Registration

Lessons Learned

Question and Answer

Deals can be registered as leads or opptys by partners

Deal Registration

Reject Deal Registration

Review Deal Registration

FindDuplicates

Approve

Create Account, Contact, and Opportunity

Channel Manager Reviews Submitted Deals

Convertto

Opportunity

No Duplicates Exist

Assign SalesTeam

Extended Sales Team

Send Notifications

Workflow Alert to Sales Team

Partner SubmitsProof of

PerformanceClaim

Send Notification

Channel Manager

Action

Partner Action

We’ve pre-built an entire deal registration program

AppExchange install: http://www.salesforce.com/appexchange/detail_overview.jsp?

NavCode__c=a0130000006P6IoAAK-d&id=a0330000002gkq3AAA

Custom Fields 61

Dashboards 3

S-Control 1

Email Templates 6

Reports 22

Considerations as part of a deal registration methodology

Define program and rules of engagement

Establish a compelling partner reward system

Keep it simple

Avoid the visibility black hole

Track program and individual partner success

Crush channel conflict

11

33

22

44

55

66

88

77

Provide timely, branded feedback and communication

Provide the collateral to generate the demand

Session Agenda and Overview

10 Components of Every Successful Partner

Program

Partner Account Management

Deal Registration

Lessons Learned

Question and Answer

What lessons have we learned along the way?

Keep it simple

Don’t underestimate training

Engage partners early and often

Identify right partners

Track partner performance and adoption

Start where the money is

Don’t discount the data component

Session Agenda and Overview

10 Components of Every Successful Partner

Program

Partner Account Management

Deal Registration

Lessons Learned

Question and Answer

Ryan Davis

Principal Consultant,PRM Global Services Lead

Salesforce.com

rdavis@salesforce.com(415) 246-7219

Andrew O’Driscoll

CEO

Apprivo

aodriscoll@apprivo.com(415) 378- 2471

Question and Answer

What’s next?

Get a one on one demo

Get it now & start a pilot

Learn More

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