FUEL REVENUEGROWTH WITHCUSTOMER SUCCESS

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Chris DoellCisco-OpenDNS

Mike SchmidtGainsight

Matt HenslerAllbound

Customer Success in Channel Sales: Worth the Challenge?

As we become more outcomes focused with our customers….how do we get our channel partners to join us in the crusade??

So many questions to ponder….● Will partners adopt the outcomes mindset?● Where do you spend your limited time & resources; enabling partners or with end

customers● What will this mean for your partner ecosystem? Fewer, stronger partnerships?

We’ll focus on a few thought-provoking questions….● What are 3 ways the Vendor-Partnership will change as Vendor’s get more

outcomes focused?● In a perfect world, how would Partners share in the management of the customer

life-cycle?● What critical information/data needs to be shared between Vendors & Partners to

drive outcomes for customers?

Meet Your Panelists

Chris Doell, Vice President, Customer SuccessCisco / OpenDNS

Cisco Systems● Worldwide Leader in IT● #184 on Global 500● #54 on US Fortune 100

OpenDNS● Cloud Security, SaaS● Acquired 2015

“Cisco changes the way we work, live, play and learn…”

Customer Success Leadership:● Cisco/OpenDNS● Citrix/Zenprise● Doubleclick

CEO:● sportsTALK.com● Workshare

Global Services:● Intuit & Macromedia

Passions:● Int’l Travel, Music/Drums,

Disruption

Cisco Systems / OpenDNS Who is Chris Doell?

Meet Your PanelistsMatt Hensler, Vice President of Customer Success and PartnershipsAllbound, Inc.

● Software platform that helps support & streamline how SaaS companies grow through partners & resellers

● Modernizes delivery of partner training, content marketing, collaboration & customer success strategies to partners

● #NeverSellAlone, deathtoprm.com, Co:llaborate Conference

● Responsible for customer success & partner program at Allbound

● B2B marketing & brand strategist for 15 years before focusing on customer success

● Wisconsinite = Green Bay Packers fan (translation: it’s like rooting for Arsenal...I think)

Who is Allbound? @goallbound Who is Matt Hensler? @matthensler

Meet Your Panelists

Mike Schmidt, Vice President, SalesGainsight

● Gainsight is the leading Customer Success management platform

● We work with ~400 enterprises to drive revenue and increase retention in their customer base

● I head Gainsight’s Sales organization.

● I’ve been leading Account Management teams for 10+ years

● I have an unhealthy fear of reptiles…they are my kryptonite :)

Who is Gainsight? Who is Mike Schmidt?

Customer Success in Channel Sales: Worth the Challenge?

Question #1:

What are 3 ways you think the Vendor-Partner relationship will change as Vendors become more outcomes focused?

Customer Success in Channel Sales: Worth the Challenge?

Question #1 - What are 3 ways you think the Vendor-Partner relationship will change as Vendors become more outcomes focused?

● The 80-20 Rule Evolves! ● Transparency:

○ Improved (shared) alignment to customer objectives ● Ts & Cs can become dynamic due to:

○ Tools, Telemetry, Real-time Data, GRR/NRR, Proactive Models

Customer Success in Channel Sales: Worth the Challenge?

Question #1 - What are 3 ways you think the Vendor-Partner relationship will change as Vendors become more outcomes focused?

● Restore: Getting back to what it means to partner● Share: Growth via shared resources, insights and

data require new levels of transparency● Co: Working together for enhanced collaboration,

connection, co-marketing, co-selling & cooperation

“75% of all goods & services globally are sold through indirect channels.”World Trade Organization, 2015

Customer Success in Channel Sales: Worth the Challenge?

Question #2:

In your perfect world, how would your partners share in the management of the customer life-cycle?

Customer Success in Channel Sales: Worth the Challenge?Question #2 - In your perfect world, how would your partners share in the management of the customer life-cycle?

Customer Success in Channel Sales: Worth the Challenge?Question #2 - In your perfect world, how would your partners share in the management of the customer life-cycle?

Customer Success in Channel Sales: Worth the Challenge?Question #2 - In your perfect world, how would your partners share in the management of the customer life-cycle?

Customer Success in Channel Sales: Worth the Challenge?

Question #2 - In your perfect world, how would your partners share in the management of the customer life-cycle?

Customer Success in Channel Sales: Worth the Challenge?

Question #3:

What critical information/data needs to be shared between Vendors and Partners to help drive outcomes for customers?

Customer Success in Channel Sales: Worth the Challenge?

Question #3 - What critical information/data needs to be shared between Vendors and Partners to help drive outcomes for customers?

Customer Success in Channel Sales: Worth the Challenge?Question #3 - What critical information/data needs to be shared between Vendors and Partners to help drive outcomes for customers?

Audience Q&A

Customer Success in Channel Sales: Worth the Challenge?

Question #4:

As Customer Success practices, tools and KPI’s mature and grow, how will that evolve the Vendor-Partner relationship?

Customer Success in Channel Sales: Worth the Challenge?

Question #4 - As Customer Success practices, tools and KPI’s mature and grow, how will that evolve the Vendor-Partner relationship?

● Increased supplier responsibility to frictionless partner enablement & support

● Supplier accountability measures via Partner NPS & supplier ratings

● Partners have choice & vote with leads/loyalty

Customer Success in Channel Sales: Worth the Challenge?

Question #4 - As Customer Success practices, tools and KPI’s mature and grow, how will that evolve the Vendor-Partner relationship?

● Both partner & vendor are accountable for results.● Objective dialogue & ownership to address challenges● Dynamic T&Cs for under/over delivery (as stated before)● Power to the customer as scorecards become transparent● Maybe incumbency protection is lost following poor partner performance?● Partner has skin in the game to force change with the vendor.

Customer Success in Channel Sales: Worth the Challenge?

Question #5:

How does Partner enablement change as you move toward an outcomes-focused business model?

Customer Success in Channel Sales: Worth the Challenge?

Question #5 - How does Partner enablement change as you move toward an outcomes-focused business model?

● PSM is the new CSM● Partner journey maps become the “new-new”; including LASER-focus on

○ Land, Adopt, Service, Expand, Renew logistics and touchpoints for Partners● Vendors can no longer simply throw product at partners without a LASER-focused plan

Responsibility & obligations increase:- Vendor to manage the partner(s) success & journey

map- Partner to buy-in, lean in, and deliver.

Customer Success in Channel Sales: Worth the Challenge?

Question #5 - How does Partner enablement change as you move toward an outcomes-focused business model?

Partner Success as a practice which models Customer Success methodologies

Audience Q&A

Thank you!