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Partner+
Date: 5th November, 2014
Partner Program Launch Webinar
We succeed when we partner
Presenter:
Hillary Gaeth Ashton, Vice President, Customer Analytics
&
Neil Barman, Head of Alliances & Partner Programs,
Customer Analytics
Contents
© 2014 Manthan
• Manthan - Introduction
• Partnership Scope – Customer Analytics Portfolio (CA)
• Partner Program Levels
• Co- Marketing
• Partner On-boarding
• Training & Certification
• Program Requirements
• Next Steps
2
Worldwide Leader in Retail/CPG
Analytics 2014 175+ Customers in 19 countries | AaaS | Switch On
2013 SaaS | Campaign Execution | Mobile Engagement
2012 100 Customers in 16 countries | eCommerce |
Customer360 | Demand Signal Management
2011 StoreOps | Guided Analysis, Simulation and Write-
Back
2010 Offices in US, Brazil, Europe, APAC | 400+ Associates
2009 50 Customers | Vendor Link | Fidelity Investment
2008 25 Customers | Customer Analytics | Analytics on
Mobile Devices
10 Customers | Institutional Investors: IDG Ventures
+ DFJ (2007) | Merchandise Analytics (2005) +
Finance Analytics (2006) | 200+ Associates
2003 The Perfect Storm of Retail, Technology, and
Econometric Sciences | 10 Associates
Tech Innovation Award
3 © 2014 Manthan
Chief Analytics Officer for ….
4 © 2014 Manthan
Contents
© 2014 Manthan
• Manthan - Introduction
• Partnership Scope – Customer Analytics Portfolio (CA)
• Partner Program Levels
• Co- Marketing
• Partner On-boarding
• Training & Certification
• Program Requirements
• Next Steps
5
Customer360 – Built for Marketers
7
Predict Discover customer
opportunities by analyzing
their purchase needs,
preferences and patterns
Personalize Engage with customers on
a 1-1 basis with relevant
messages via the right
channel and at the right
time
Profit Measure the sales impact of personalized
campaigns. Improve understanding of the
customers by tracking and monitoring their
response to campaigns
© 2014 Manthan
Customer360 - Integrated Solution
8
Targeting and Personalization
Customer List Management
• List Generation • Dynamic lists • Segment merge/ purge/ dedup
Campaign Execution
• Business rule • Triggered • Scheduled • On-demand • Recurring
Engagement Channels
• Email • SMS • POS • Mobile • Social • E-commerce
Algorithms
Clustering Churn Analysis Automated recommendation engine
RFM scoring Market Basket Analysis Campaign Propensity
Customer Lifetime Value
Analytical Views
Dashboards Know your Customer Loyalty Purchase Behavior
Product Mix Promotion Campaign Marketing Effectiveness
State-of-the art Data Model
© 2014 Manthan
Example use cases supported by
Customer360
9 © 2014 Manthan
Sophia • Opt-in customer: has
indicated categories of
preference.
• “Potential new customer”
segment
Sarah • Shops perimeter
• Low frequency, shops 2
times per month
• “Secondary” segment
Holly
• Buys wide range of
categories
• Lower than average market
basket size
• “Value Shopper” segment
Emma • Loyal shopper
• Visits the store every week
and spends over $50
dollars each visit
• “All Star” segment
Joe • Buys beer & TV Dinners
• Shops lower priced items
pays full price
• At risk for churn
• “Entertainer” segment
Campaign to increase
frequency
Churn Management
Campaign
Campaign to increase
monetary
Personalized retention
campaign
Nurture and grow
campaign
Use Case example:
How do I win Joe back?
10 © 2014 Manthan
Metrics to track: Number of retained customers and campaign ROI
Conduct churn
analysis to predict
‘lost’ or ‘at-risk of
losing’ customers
At risk of churn ‘Retention’ campaign
Target
Engage with series of communications
(what’s new/ invites/ promotions/ offers)
Continue to personalize each message based
on ‘signals’ from Joe; until he makes a
purchase
Analyze
Study and predict Joe’s shopping
preferences, purchase patterns
Re-engage
Re-affirm engagement via 1-1
communication – deliver right message at
the right time via the right channel
Churned
‘Win-back’
campaign
• Built for the Business users
• Marketing use-cases pre-built in the product, which eliminates the
need for prior statistical/analytic knowledge
• OOTB algorithms for use cases and pre-configured default models
• Over 150 packaged analytic reports
• Out of the box predictive analytics
• Integrated marketing campaign execution capabilities
• Switch On
• Big Data technology innovation to radically reduce on-boarding and
go-live time for BI applications. Customer360 goes live in weeks
instead of months
• SaaS offering
• Provides scale-up/scale-down benefits quickly to meet clients
growing needs
© 2014 Manthan 11
Why clients buy Customer360?
Contents
© 2014 Manthan
• Manthan - Introduction
• Partnership Scope – Customer Analytics Portfolio (CA)
• Partner Program Levels
• Co- Marketing
• Partner On-boarding
• Training & Certification
• Program Requirements
• Next Steps
12
Partner Levels
• Silver - Just Refer:
Manthan offers a simple program that provides partners an incomparable commercial proposition for simply referring an opportunity to us.
• Gold - Assist Us:
Manthan commits to support/ help the Gold Partners at all the stages (sales, marketing, implementation and ongoing client support) wherever and whenever they require us.
• Platinum - You Lead:
Platinum partnership is the highest level of engagement of a partner where partner leads the Manthan sales.
Program Features – Sales & Marketing
SILVER GOLD PLATINUM
Partner Responsibilities
Lead Generation Yes Yes Yes
Sales Cycle Only introduction. Rest will
be handled by Manthan
To handle with support from
Manthan To handle independently
Nominate a sales person No Yes Yes
Nominate a pre-sales person No No Yes
Handle product demos No No Yes
Market development activities No Yes Yes
Target commitment No Yes Yes
Support from Manthan
Sales Training 5 hours 15 hours 15 hours
Product Training No 15 hours 25 hours
Demo instance on cloud No On need basis Separate, exclusive
Co-branded Marketing
Collateral No Yes Yes
Co-Marketing Programs No Yes Yes
Partner Portal access Yes Yes Yes
Program Features –
Deployment & after sales support
SILVER GOLD PLATINUM
Partner Responsibilities
Product deployment No Partner Leads; Manthan
supports
Partner Leads, No support
from Manthan
Client service training and
business support No
Partner Leads; Manthan
supports
Partner Leads, No support
from Manthan
Ongoing product support No Partner Leads; Manthan
supports
Partner Leads, No support
from Manthan
Nominate a functional consultant No Yes (?) Yes
Nominate product support Yes (?) Yes
Support from Manthan
On-going product training No 10 hours per quarter 20 hours per quarter
Monthly Opportunity Meets No Yes Yes
Manthan Salesforce Access No Yes Yes
Contents
© 2014 Manthan
• Manthan - Introduction
• Partnership Scope – Customer Analytics Portfolio (CA)
• Partner Program Levels
• Co- Marketing
• Partner On-boarding
• Training & Certification
• Program Requirements
• Next Steps
16
Co-Marketing Overview
Partner Type Marketing Support
Reseller • Listing on Partner+ Webpage
• Creative for Co-branded email templates, banner-ads
System
Integrator
In addition to the items listed in the above section
• Co-branded collateral – Creatives with partner logo and contact
details on Brochures, handouts and presentations
• Co-sponsoring of 3rd party event participation: Manthan will part
fund event expenses and provide logistical support for speakers,
expo booth etc.
• Targeted co-branded email campaigns – Manthan will drive all
logistics for the campaign
• Press Releases – Manthan will support PR engagements of joint
Client Wins and promote on Corporate webpage
Marketing
Consultant
In addition to the items listed in above two sections
• Co-presented Webinar: Manthan will drive all logistics for the
webinar
• Thought leadership content: Manthan will support the creation and
promotion of the Whitepapers and blogs
• Manthan - Introduction
• Partnership Scope – Customer Analytics Portfolio (CA)
• Partner Program Levels
• Co- Marketing
• Partner On-boarding
• Training & Certification
• Program Requirements
• Next Steps
Contents
© 2014 Manthan 18
• Upon activation of partnership, Manthan partner alliance manager will
initiate an on-boarding process with your sales and technical teams
• Sessions will be a combination of in-person meetings and online virtual
meetings
• Welcome Kit:
• At the start of the engagement, a welcome kit on sales process will be
shared. This includes:
• Account prospecting and qualification criteria
• Competitive landscape
• Sales and product collaterals
• Technical Support:
• Upon completion of the sales training, partner sales teams will have access
to following Manthan systems:
• Online training portal – training documents, product demos & recordings
• Online product demo-site access
• Salesforce.com
© 2014 Manthan
Partner Onboarding (1 of 2)
19
• Marketing
• Standard Manthan collaterals (examples include: product spec sheet,
business spec sheet, case studies) may be downloaded freely from Partner
portal site. Print copies available for a minimal fee
• Partners can seek support from Manthan marketing team for co-branding
or lead acquisition opportunities (e.g. Seek Manthan marketing support for
product messaging and positioning at events, conferences).
• Level of support can be determined, basis of mutual agreement of common
business plan
• Communication & PR efforts
• Upon activation of partnership, Manthan will update its website with partner
company logo and description of partner business
• Partners will also receive quarterly updates on product releases, relevant
industry news and new content that you can share with prospects
• Partnership announcements will be made via internal and external press
releases
© 2014 Manthan
Partner Onboarding (2 of 2)
20
• Manthan - Introduction
• Partnership Scope – Customer Analytics Portfolio (CA)
• Partner Program Levels
• Co- Marketing
• Partner On-boarding
• Training & Certification
• Program Requirements
• Next Steps
Contents
© 2014 Manthan 21
• Several formats of training will be offered basis of the level of
partnership. Formats included:
• In-person training led by Manthan instructor
• Virtual meetings
• Access to online Manthan content via portal
• Sales and Marketing
• Comprehensive sales-training in different formats will be provided. This
includes training on: product pitch, product demo, available product
packages, pricing considerations
• Technical
• Technical training includes: product architecture, feature/functionality,
security, data requirements, client on-boarding considerations
• Post-sales, product implementation training will be offered at Manthan site
© 2014 Manthan
Training & Certification (1 of 2)
22
• Certification formats:
• Certification criteria:
• Upon successful completion of training, and
• Assessment by Manthan instructor
• Certification frequency:
• Certification at the end of the induction cycle
• Quarterly certification renewal
© 2014 Manthan
Training & Certification (2 of 2)
23
SILVER GOLD PLATINUM
Sales training No Yes Yes
Marketing training No Yes Yes
Product deployment training No Yes Yes
Product support training No Yes Yes
Contents
© 2014 Manthan 24
• Manthan - Introduction
• Partnership Scope – Customer Analytics Portfolio (CA)
• Partner Program Levels
• Co- Marketing
• Partner On-boarding
• Training & Certification
• Program Requirements
• Next Steps
• Partner Agreement:
• Partners would be required to execute and sign a Manthan Partner Agreement
• Sales and technical staffing:
• Partners will be required to have minimum levels of staff to support the partnership
• Staffing requirements will be determined based on the program levels and will be outlined in the partner agreement
• Training and certification:
• Sales and technical team will be required to complete training – from on-boarding to review product fundamentals and continuing throughout the partnership
• Based on level of the program, a certain number of technical staff will be required to complete certification training on product deployment and client support
• Partner PoC:
• Partners will be required to assign a relationship manager that will be Manthan’s point of contact for partner communications. Similarly, Manthan will assign a dedicated partner alliance manager
© 2014 Manthan
Partner Requirements (1 of 2)
25
• Opportunity management process:
• All leads and opportunities need to be registered and tracked within
Manthan’s Salesforce to reduce risk of conflicts
• Annual Business Plan
• Partners would be required to share an annual business plan prepared in
collaboration with Manthan to establish quarterly and annual goals on the
following aspects:
• Staffing: Number of sales and technical resources supporting Manthan
business
• Marketing: Customer demand and acquisition activities
• Expertise: Number of sales and technical resources certified for Manthan
product sales, deployment and support
• Monthly business updates:
• Partners would be required to provide monthly updates to Manthan on
sales, marketing, deployment updates
• Purpose is to provide visibility and identify areas where Manthan can provide
support
© 2014 Manthan
Partner Requirements (2 of 2)
26
Program Benefits
Features SI VAR Reseller
General
Subscription agreement Between Manthan and Customer
Setup and on-boarding Partner Partner Manthan
Managed Services Partner Manthan Manthan
Consulting Partner Manthan Manthan
Commercials
Type/Level Platinum Gold Silver
SI 30%* 20% 10%
VAR / Consultant 30% 20%* 10%
Reseller NA NA 10%
*The recommended partner level for consultant is platinum and for VAR/SI is Gold
Contents
© 2014 Manthan 28
• Manthan - Introduction
• Partnership Scope – Customer Analytics Portfolio (CA)
• Partner Program Levels
• Co- Marketing
• Partner On-boarding
• Training & Certification
• Program Requirements
• Next Steps
• Send you “Partner Feedback Form”
• Reach out to you to schedule a 1-on-1 discussion to answer your queries and discuss our interest with Partner+ program.
Please reach us with any questions/queries/feedback, you have regarding
“Partner+” program at :
Email:
Call:
+1- 567- 252- 5605 [US]
+91 - 080- 6717- 1995 [India]
Web: www.customer360.manthan.com/partners
© 2014 Manthan
Next Steps
29
© 2014 Manthan 30