Taking Your Partner Portal to the Next Level: Driving Channel Adoption
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Transcript of Taking Your Partner Portal to the Next Level: Driving Channel Adoption
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Taking Your Partner Portal to the
Next Level: Driving Channel
Adoption
Sue Gausch, Salesforce.com
Naeem Randhawa, VM Ware
Darren Bronson, Riverbed
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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 salesforce.com, 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 l itigation, 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
non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the
financial results of salesforce.com, 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. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
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Sue Gausch
Senior Solution Delivery Manager
@sgausch
www.linkedin.com/in/suegausch
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Agenda and Objectives
Agenda
The VMWare story:
curbing the “partner
sprawl”
How Riverbed made it
happen – giving partners
what they want
How can you take it to the
next level?
QA
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Objectives
With this session you will:
Learn about how VMware combats “partner sprawl”
and how you can use those same techniques in your
company
See the way that Riverbed has customized their
partner portal to brand it consistently and give partners
quick access to the information they need
Ask Questions! We’ve got some great experts in the
room, take advantage…
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VMware Partner Portal
More Needs, More Tools!
Naeem Randhawa, VMware, Global Partner Portals Manager
@socialcurb
www.linkedin.com/in/socialcurb
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Naeem Randhawa
Partner Portals, Global Manager
@socialcurb
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All About VMware
The global leader in virtualization and cloud infrastructure,
delivers customer-proven solutions that accelerate IT by
reducing complexity and enabling more flexible, agile
service delivery. We have 400K customers and 95% of
Fortune 1000 companies.
$3.77 Billion in 2011/ 11,000 Employees
VMW Portals: salesforce.com Customer (CRM)/ Service/ Partner
(PRM)
85% Revenue through Partner Network
VMW Net Promoter Score 68% (best in class 70%)
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VMware Partner Central (PRM)
Gartner’s definition of PRM:
“..improve an enterprise’s ability to market, sell and service end customers
through channel partners”
“..consolidate data and transactions; set business rules and track activity”
“..used to manage channel partners, distributors, alliance or strategic
partnerships”
VMware Partner Central Portal:
50,000+ Global Partners/ 250,000+ Users
Multi-tier (Registered/ Pro/ Enterprise/ Premiere)
Partner Success Lifecycle: Enable> Create Demand> Sell> Rewards
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VMware Partner Central (PRM)
more!
Moar! Moar!
Partner Portal Tools
Accreditations/ Certs
Partner University
Sales Competencies
Soln Enablement Kits
Marketing Solutions
Partner Rewards
More Needs! More Tools!
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Portal Architecture
MyLearn Platform
CCI Rewards
Entitlements
Oracle EBS
Digital River
Eloqua
Other 3rd Party
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Partner University
MyLearn Platform
Multi-language (9)
Custom built
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Sales Tools
Competency Calc
Custom built
Lots of tools:
ROI/TCO Calculator
Soln. Enablement Kits
Opp/ Deal Registration
Leads/ Promotions
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Rewards Tool
Rewards, Reports
3rd Party SAAS
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Case Study:
day in the life of a partner
Portal Features/ Portals “Sprawl”
more tools! more challenges!
???
Partner
Central salesforce.com
2nd Instance MyVMware VSX Portal
VMware.com
Admin Portal
Beta Program
Portal
Beta Program
Mngmnt
eStore
ISV Portal Partner Eval
Portal SCA Portal
SR Viewer
Operations CIP Finder
Tool
Compliance
Portal
Demand
Generation
Demand Gen
Center
Event in a
Box Website in
a Box
Search Eng
Marketing
Social Media
Syndication Partner Ready
Campaigns
Marketing
Commstrack
Tool
Campaigns
Tool
Partner Logo
Builder
Partner Mkt
Bureau NAM
Partner Mkt
Bureau APJ
Partner Mkt
Bureau EMEA
PEX
PEX on Tour
Incentives
Partner
Rewards
Mngmnt
Partner Sales
Rewards
Custom/
Altus
Partner
University
Partner
University TV Partner U
Virt. Platform
Sales
Tools
Prospecting
Days Renewals
Central
Solution
Opportunity
Calculator
TCO/ROI
Calculator
VPP
Portal
Vstorm?
???
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• Multi-registrations
• Experience continuity disconnect
• If not addressed, will compound
PRM Features/Portals “Sprawl” impact
hoops to jump through
Lack on Consistency - User Experience/ Branding - Usability/ Look & Feel - Profiling/ Targeting - Metrics/ Tracking
Reduced Control - Content Management - Localization (L10N/I18N) - Communication Consistency - Identity/ Access Mngmnt - Search/ Taxonomy - Knowledge Mngmnt - Data Mining
Cross Platform Challenges - Unified Development/ Web Svcs - Social Software/ Collaboration - Personalization - Expertise Location/ Mngmnt - Mobile strategy - User Ideation
Partner Central MyVMware VSX Portal Event in a Box
Sprawl
Lack of Unified Experience
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People> Process> Tech
1. Business Needs
2. Platform Needs
3. Governance
Solution Path | 3 Prong Approach G
ove
rna
nc
e
Govern
ance
My L
ea
rn p
latf
orm
Pa
rtn
er
Univ
ers
ity
Horizon SSO
Horizon SSO
Salesforce.com
Om
nitu
re M
etr
ics
CC
I Rew
ard
s M
gm
t
UX
Site
En
ha
ncem
en
ts
Use
r E
xp
eri
en
ce
Mu
ltip
le S
AA
S/ O
the
r
Sa
les T
oo
ls
Mu
ltip
le S
AA
S/ O
the
r
Ma
rke
tin
g T
oo
ls
Mu
ltip
le S
AA
S/ O
the
r
Pa
rtn
er
En
ab
lem
en
t
MyV
mw
are
/ V
ario
us
En
title
me
nt M
gm
t.
MyV
Mw
are
Pa
rtne
r R
ole
Ba
se
d
Pe
rso
na
liza
tio
n
Tie
r 1
: A
PJ,
Pa
rtne
r U
Lo
ca
liza
tio
n
Inte
rwo
ven?
/ O
the
r
Con
ten
t M
gm
t
So
cia
lCast
So
cia
l C
olla
b
Partner
Tools
Portal
Capability
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Solution Path | 3 Prong Approach: Governance
Add Accountability & Ownership
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Summary | Key Take-Aways
• Growth expected, driving complexity
• Think ahead, make a plan
• Governance Plan for technology, people & process
• Buy-in/ Sponsorship
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Reference | Project w/ New Process
Global L10n
Salesforce L10n
enable
Tier I/II Languages
Multi-year
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Reference | Project w/ New Process
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• Business demand to deliver increasing
• Budgets tightening
• Complexity growth
Reference | Portals: The Ugly Reality
the challenge
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Darren Bronson
Sr. Manager, Channel Operations
Riverbed Technologies
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All About Riverbed
Riverbed accelerates & manages applications and networks,
allowing enterprises to implement virtualization, consolidation, cloud
computing, and disaster recover without compromising performance.
$728M in Revenue (2011)
Rapid Growth in Recent Years
Channel Partners
– 95% of sales through the channel
– 2-tier distribution model
Salesforce Licenses
– 1,250 SFDC users
– 8,200 PRM users
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All About Riverbed
New product: Steelhead Cloud Accelerator
Joint solution between Riverbed and Akamai
Accelerates access to Salesforce data centers worldwide
5x-100x speed-up
60-95% traffic reduction
Related Session: “Best Practices for
Overcoming SaaS Performance Challenges”
4pm Thursday
Branch Offices Customer Data Center
WAN
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Riverbed Partner Portal Goals
Host Key
Documents
Partner Sales
Operations
“Portal” to
Other
Systems
Product Collateral
Sales Tools
Program Guides
Deal Reg
Opportunity Mgmt
Quotes
Orders
Training
Support
MDF
Renewals
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Custom Look & Feel
Matches corporate
website
Sliding Banners
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Landing Pages for Document Access
Multiple pages within a tab
Links to key documents
Library is secondary
VisualForce for now,
CMS planned
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Deal Registration Form
Goal: Ease of Use w/Minimal Entry
Partner/Customer selection by picklists,
populated by queries
Page Expands for New Accounts
Approval Process before Conversion
Other details
Text at top
Video tutorial links
Progress monitor icon
Picklists for country, state/province
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“My Account” pages
View/edit own contact and account records
“Partner Admin” profile
Add/disable users
Edit another’s contact/user record
View Training &
Certification data
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Integration with Other Systems
One Stop Shop for Partners
Single-Sign On (SSO) Integration with
Quotes/Orders
Training
MDF
Support (Cust. Portal)
Renewals
Some Data Passed Back
Quote amounts
Training Certifications
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Reports (in progress)
Desired Report Types
VAR reports for Distributors
Revenue Trending
Program Compliance (revenue, training, strategic initiatives)
MDF ROI
Personalization Hard for Partners
Options
Standard Reports
VisualForce w/Google Charts
3rd Party Reporting Tool
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Sue Gausch
Senior Solution Delivery
Manager
Salesforce.com
@suegausch
Naeem Randhawa
Global Manager
Vmware
@socialcurb
Darren Bronson
Senior Manager, Channel
Operations
Riverbed Technologies
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