Driving Channel Adoption: My Portal is Live, Now What?Sales Professionals Track

Susan Gausch, salesforce.com

Zoe Peterson, Avaya

Greg Munster, Red Hat Inc.

Andrew O’Driscoll, Clear Task

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Susan GauschSenior Solution Delivery

Manager

Agenda

Chatter your questions – LIVE – to the Chatter session feed. http://bit.ly/channel adoption

Our speakers…– Zoe Peterson (Avaya)

– Greg Munster(Red Hat)

– Andrew O’Driscoll(Clear Task)

Interactivity – please feel free to ask questions during the presentations and after

Our Goals for Today…

Discuss the 3 key strategies you need to know to help get partners using your portal

Share how each of our speakers have used these strategies successfully to get real results in increasing channel adoption

Demonstrate how the strategies were put into practice in the partner portal and discuss how the choices were made and the impacts they had

Pose questions to our speakers… during (Chatter) or live during each segment and after all speakers during our Q&A

Why Do We Love Our Partners?

Why Is It Tough to Get Partners to our Portal?

The Relationship is Different Partners work WITH

you….not FOR you– Partners AREN’T employees

– Consider the motivators

So…What Drives Adoption?

Zoe PetersonSenior Manager, World Wide

Channel Operations

Avaya

About Avaya

•Leading global provider of Business Communications solutions

•80% Channel/20% Direct

•Salesforce deployed 2009 for CRM/PRM•From Pilot to Production in less than 6 months•4,400 CRM Users•22K+ Partner Users and expanding to 50K+ by end of year•Enterprise Chatter Free

How Avaya Listens to Partners

Ideas

Partner Conferences

Social Media

Global Support

• 10 New Ideas per month

• Partner Driven Enhancements: Improved Partner

Finder Streamlined Opp Reg New/Improved SSRs New user profiles Reports Integrated external

appsManage comms

preferences

Make It Simple

Global PRM Training Program

Global Help Desk

SSO Integration

Future integration with Quote/Ordering platform

Making it easier for partners to transact with Avaya and each other

Centralizing

One stop shop for Avaya Connect

LMS Integration and Program Scorecards

Sales Support Requests

Used as Launch Pad to other apps

Multi-party collaboration on deals

Soon! Partner Portal revamp

How Avaya Uses the 3 Key Strategies

Provide multiple ways to solicit partner feedback and SHOW your response

Simplify training – make it EASY to access and provide lots of options to attend

Make your portal the launching pad for those key activities that partners MUST do

Greg MunsterDirector, Business Operations

Red Hat

About Red Hat & Partner Center

Founded in 1993, IPO 1999

73 offices in 29 countries

RHT traded on NYSE, S&P 500 Index

More than 3,900 employees

World's trusted open source leader

60% revenue through channel

3rd gen Partner Center launched 2010

14,000 Partner Center users

How Red Hat Listens

Use ideas and cases

Content feedback

Global partner survey

Regional conferences

Simplification

Dynamic Partner Home Page

Fully Localized in 9 Languages

More Content Packs

Partner Toolbox

More on Simplification

Native Force.com Partner Locator

Continually revisit core processes

More self-service

Listing of Partner

Locations

Centralizing

Partner Center is hub for partner activity

New functionality:• Partner Re-qualification

• Native Force.com LMSwith Training Paths

How Red Hat Uses the 3 Key Strategies

Listen to your partner wants and needs

Keep it simple to use and service

Use your portal as hub for all activity

Andrew O’DriscollCEO

Clear Task

About Clear Task

San Francisco-based salesforce.com consulting partner

100% Salesforce focus

Implemented 600+ projects

Developed 8+ AppExchange apps

Formerly known as Apprivo

Consider Both Parties

Listen

Forget the stick!

View through partner lenses– Financial

– Selling

– Community

– Training

Give reasons not mandates!

Look at the data–Login history

–Content Ratings

–Downloads

–Partner Scorecard

–Top partner attributes

Take action on it

Simplify

Partners log in infrequently

Don’t overwhelm them

Centralize information

Minimize page clutter

PRM users are different

Take a different approach–Standardize processes

–Use Public Groups

–Create fewer profiles

–Stay “native”

Keep it simple

Centralize

Consolidate into one portal

This has become easier!– More Salesforce features

– Force.com maturity

– 3rd party native applications

– More flexible pricing models

– Salesforce Sites for non users

Drives down overall cost

Fight the 2 portal urge!

Build the business case

Provide good content

Make users feel special Target different

messages by tier or geo

How Clear Task Uses the 3 Key Strategies

Listen to what both customers and partners want

Provide easy ways to administer

Centralize but make it personal too

Q&A

We’ll take your questions from the audience and Chatter for Susan, Zoe, Greg and Andrew

Want to talk more? Just let us know!

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