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EMEA Partner Webinar 14 April 2016
Agenda
London Partner Forum – Karen Wedderburn
Partner Community Updates – Verity Denman
Eight Steps to Building a Successful Salesforce Practice – Annie Berkery
Operations Best Practice – Deborah Loughran
Q&A
London Partner Forum The Grange Tower Bridge, London
18th May 2016
4
Registration https://www.salesforce.com/uk/form/event/partnerforum-london-2016.jsp
Partner Community Updates
Calendar of Events Registrations & Replays
April 5 – Dreamforce Office Hours
April 7 – Partner Roadmap Webinar
April 12 – Social Specialist Certification Prep
April 13 – Partner Marketing Power Hour
April 18 – APAC Partner Office Hour
April 20 – 22 – Steelbrick Customer Success Summit
April 28 – Using AppExchange Apps to Elevate Your Sales Team
http://p.force.com/calendar
Partner Roadmap Webinar
• Access to & insight from our PM’s & Program Staff • Transparency with our product roadmap • Program Announcements & Alerts! • Around once per month
What’s New & What’s Next for ISV, SI, & Marketing Cloud Partners
Next session is on May 5 at 9am Pacific Topic: Marketing Cloud Program Preview
http://p.force.com/ROADMAP
Alerts! Important Notifications for Partners Read each notice carefully
http://p.force.com/ALERTS
You must log in to see Alerts!
Partner Forums Collaboration Group
http://p.force.com/partnerforums
New Trail! Build Apps as an ISV Partner Trail Get the tools you need to build and sell your app
http://p.force.com/newisv
ISV Basics
ISV App Strategy
ISV App Development
2 More New Trails! Free product training
https://developer.salesforce.com/trailhead
Heroku Enterprise
Communities
Salesforce Partner Program Review program policies, guidelines, and benefits
http://p.force.com/program
Support for Marketing Cloud (MC) Partners Submit cases for support from Salesforce
✓ Sandbox Preview
✓ Pre-Release
✓ Release Schedule
✓ Release Notes
✓ Demos
✓ Preview Webinars
✓ Training
http://p.force.com/releases
Summer ‘16 is coming! Stay up-to-date with our release cycles
Sponsorships for 2016 Please review the updated list of events
http://p.force.com/sponsorships
Partner Community Office Hours
Partner Marketing Power Hour
Security Review Office Hours
http://p.force.com/officehours
Office Hours For All Partners
Marketing Cloud – Partner Office Hour
http://p.force.com/topics
Partner Community Topics (A-Z) Jump directly to a specific topic
8 Ways to Build a Successful Salesforce Consulting Practice
Annie Berkery Partner Account Manager
On-Boarding & Partner Practice Advisory for Regional SIs in the UK & Ireland [email protected]
Understand your firm’s value proposition, differentiators, and what will fuel your growth
INDUSTRY:
Does my firm have domain expertise in a specific industry?
Does my firm have an industry point of view?
Is my existing customer base heavily weighted towards an industry?
SALESFORCE PRODUCT:
Does my firm have product expertise?
Certifications focused on a product?
Is my existing customer base heavily weighted towards a product?
REGION / MARKET SEGMENT / EMERGING TECHNOLOGY
Define Your Practice Focus
Train and certify consulting resources
Certifications should correlate to your Practice Focus
Practice differentiators help determine your certification plan
Ability to Scale – Certified Consultants
Understand The Salesforce Advantage
Think Beyond CRM Everything is powered by the Salesforce Platform
AP
Is
Flexible, Scalable, Metadata Platform
Workflow Data & Objects
Identity Analytics Collaboration Mobile UI
2,700+ Partner Apps Largest Enterprise Ecosystem Cloud
Mobile
Social
Data Science
Trusted Multitenant Cloud
Fast App Dev & Customization
Ability to scope project correctly
Ability to execute and manage customer expectations
Customer success stories and references
Grow deals through:
Deep understanding of the customer’s challenges
Building relationship
Track Record of Successful Implementations
Leverage existing customer relationships
Analyze your customer base to uncover opportunities:
Extend the Salesforce platform
Additional clouds
Add on licenses
Upgrades
Leverage customer success stories to build pipeline with net new prospects
Define Sales Strategy & Build Pipeline
Define your brand – Build value proposition statement
Content– Does your website & appexchange listing best represent the practice & differentiators?
Does my firm have a Point of View? Is that thought leadership being leveraged to drive market?
Marketing investments in the right people, events, campaigns
Have we mastered the art of Marketing TO Salesforce?
Marketing Strategy
Pillars of Success
ACV
SOURCED ACV INFLUENCED ACV
EXPERTISE
CERTIFIED INDIVIDUALS
CUSTOMER SUCCESS
CSAT CUSTOMER STORIES
Salesforce Consulting Partner Program Achievement
Salesforce Consulting Partner Program Achievement
High Customer Satisfaction Score
Customer Success is a top priority
CSAT Score is visible on your appexchange listing
CSAT score is generated when you register and complete
your projects in the Partner Community
Register Leads & Reconcile Opportunities
Key metrics to track your success and advance in the
Partner Program Tiers
Lead: New sales opportunity uncovered by partner
Submitted via Partner Community
Local Presence
Leverage your network
Leverage proximity to drive business
Build relationships with customers, prospect,
and local Salesforce employees
1. Define your practice focus
2. Train and Certify consulting resources – create certification plan
3. Think beyond CRM – train team on The Salesforce Advantage
4. Track record of successful implementations
5. Define sales strategy and plan to build pipeline
6. Define marketing strategy
7. Align to Partner Program Tier Achievement
• Register leads, track ACV growth, register projects
8. Leverage local presence
8 ways to build a successful Salesforce Practice
Have I contributed my first lead or opportunity? Do I have a Go-To-Market Plan for the year?
Have I identified my 1st two certifications? For established practices, do I have a cert plan in place?
Have I secured, completed and sought feedback from the customer on my first project?
Am I actively submitting customer stories highlighting my best work?
Have I created a Partner At-A-Glance document to put on record with Salesforce?
New Partner Milestones
Partner Community Your one-stop shop for education and engagement
http://partners.salesforce.com/
• Partner Program Details
• Communications
• Training
• Leads, Opportunities, & Projects
• AppExchange Publishing
• Webinars & Recordings
• Office Hours
• Sales & Marketing Resources
• Technical Support
Looking for the Partner Session Replays and Slides? See the Partner Community Calendar – September 15-18, 2015
http://p.force.com/calendar
Thank you
Best Practice for EMEA Partners
Deborah Loughran SI Partner Operations Manager for EMEA/ LACA/ APAC regions. [email protected] / [email protected] April 14 2016
We are Trusted Advisors: Aligning Efforts to Strengthen Partnerships and Transform Customers
We have a unique opportunity to transform our customers by aligning specialized teams and resources
from Salesforce, and our ecosystem, to be our Partners’ Trusted Advisors and deliver total transformation.
SI Partner Operations Team for all Regions
Deborah Loughran
(SI Partner Operations Manager for
LACA, APAC, EMEA regions).
Caroline Roche (SI Partner Programs
Specialist EMEA & APAC)
Dayna Sng (SI Senior Partner
Programs Specialist APAC)
TBH
Partners • On-boarding • Cases • Lead Rejections • Referral Payouts
Sales Teams
(CIT, AE’s, BDR’s)
• Compliance on leads • Partner Sourced lead process • Duplicate opportunities with
partner information • Partner tagging on Joint sales
opportunities
Partner Account
Managers
• Partner Applications • Partner Referral Payouts • Processing tickets for Partner
Recognition • Cert Reporting
Partner Programs
&
Operations
What are we covering today? v Leads
• Definition of partner role
• How a lead is processed
• What information needed for a qualified lead?
• Partner Lead Status
• Opportunity Status
v Referral fee payout process
v Q&A
Leads
Definition of Partner Role
Sourced – PL must be submitted for all sourced opportunities
Any previously unknown opportunity referred by partner as a lead submitted through Partner Communities and
accepted by the SFDC sales team resulting in new end user purchase of original services, purchase of additional
services, or upgrade to existing services.
Joint Sales – Don’t need to log PL
Partner brings previously unknown intelligence to an existing SFDC opportunity to support close or is brought in by the AE to support close of an existing SFDC opportunity with partners shouldering 50% of the sales cycle.
Internal User License
Partner is credited for supporting the sale of licenses used by self or subsidiary.
Implementation Partner
Identified as the system integrator for the opportunity. This may change during the lifecycle of the sale.
Identify your influence on the opportunity
Partner creates lead in the Partner Community
Lead is assigned to CIT Team
Is the lead fully
qualified? Is there
already an opportunity
or lead?
Follow up with AE to confirm if partner should be sourced or joint
Partner Ops reviews
Lead is rejected if existing opp is not sourced
If sourced lead is converted into existing opp
Lead is converted to an opportunity
and assigned to an AE
No Yes
Leads is assigned to Partner Ops Team
Lead status is changed to “Incomplete“
Requesting partner to provide more detail and resubmit
The Life of a Partner Lead
Yes
CIT = Customer Intelligence Team
No
Leads Submission Best Practices Lead Company These fields must include information about the prospect company.
Number of Employees Total number of employees within the prospect company is vital for knowing which market segment applies.
Decision Maker These fields must include the decision maker’s accurate contact information. Leads with contact information for your own company will be rejected.
Details You are acting as our sales representative. All discovery questions must be completed prior to lead submission. Leads with incomplete qualification information will be rejected. Purchasing Timeframe Partner-sourced opportunity must be closed within 6 months of the referral.
Total Potential Users Potential users for the opportunity in question. (not the same as the Number of Employees count)
Additional Information Give insight into the sale, relationships within the account, pains, goals, clear next steps, whether you assistance with a demo, if the lead is for Add-On, Upgrade or New Business.
Leads with incomplete qualification information will be rejected.
Leads Submission Best Practice
Additional Information ( Is required info if it is not filled out, lead will be changed to incomplete)
You are acting as our sales representatives. All discovery questions must be completed by partner prior to lead submission.
*Required info:
1. Comprehensive details on the goals, pains
2. Clear next steps
Include any other information as well if the lead is for Add-On, Upgrade or New Business.
Please include goals/pains/BANT (Budget, Authority to purchase, Need and Timeframe) details even if it is for an add-on/upgrade
* Leads with incomplete qualification information will not be processed to an opp.
Partner Lead Status
SUBMITTED (editable)
Your lead has been received and will be automatically assigned for review.
WORKING
The review process is under way. SFDC rules of engagement may require the lead to be re-assigned from one sales team member to another adding additional time to lead processing.
INCOMPLETE (editable)
Update with corrected information and resubmit.
CONVERTED
Your lead has been converted and is under final review by the account executive. Please ensure that a related opportunity is visible in your opportunities view. If none is visible, please log a case.
REJECTED (editable)
Your lead has been rejected by our sales team. You will be notified by email with the details for this rejection. Please make sure to make necessary edits and resubmit, if applicable.
As your lead goes through the review process, you will see the lead status change in your lead view.
Managing your Leads It’s your responsibility to monitor the progress of your leads. Leads need to be submitted before the opportunity is created in our system. Being pro-active is in your best interest!
If you feel a lead has not been processed correctly, please submit a support case for review
Lead Detail Click on the Partner Lead Number to view original lead information or to make changes to active lead. Leads that have been converted may not be edited.
Opportunity Status Reviewing Your Opportunities
Once your lead is converted, you will be able to see the associated opportunity in your Partner Community Opportunities view. This view provides a wealth of information including stage, partner role, close date, and ACV of closed opportunity
If you do not find an opportunity created from a converted lead, please log a case.
Opportunity Status Stage 01 through Stage 07 Opportunity is being worked by our AE.
Stage 08 – Closed The opportunity has closed/been won. Congratulations!
Stage 08 -- Dead – Duplicate AE has “deaded out” the opportunity because there is another opportunity in play.
Please ensure an duplicate opportunity is visible in your opportunities view. If not, please submit a case.
Stage 08 – Dead – No Opportunity AE has “deaded out” the opportunity for any of these reasons:
Prospect is non-responsive, no budget, no solution fit, or lead was prematurely qualified.
Stage 08 – Dead – No Decision AE has “deaded out” the opportunity for any of these reasons:
No budget, lost funding, project postponed, project cancelled, existing SFDC licenses re-deployed, prospect is non-responsive
Referral Fee Payout Overview
Payout Process Flow Process Timeframe
Step 1
Report is exported by finance team. The report is then reviewed by various stakeholders; for payout percentages, minimum certifications and discrepancies for all opportunities that closed in the previous month.
1 – 10 Business Days
Step 2
Purchase Order (PO) raised & goes through approval chain. (Value of PO may affect the amount of approvers needed before PO is created)
5 Business Days
Step 3
Partner will receive an automated email containing Purchase Order (PO) and a link to referral fee statement in the PO
Immediately after approval
Step 4
Partner must issue invoice to our Accounts team at [email protected]. Billing entity will be stated on the PO and PO number should be included on the invoice . Payable within forty-five (45) days from receipt of an undisputed invoice.
Dependent on partner
As per our policy guidelines: All
sourced opportunities
require a PL to be eligible for a
referral fee payout
*Please refer to the Referral Program Qualification Table found on Page 7-9 of the Program Policies for the full details.
Process Timeframe
Step 1
Report is exported by finance team. The report is then reviewed by various stakeholders; for payout percentages, minimum certifications and discrepancies for all opportunities that closed in the previous month.
1 – 10 Business Days
Step 2
Purchase Order (PO) raised & goes through approval chain. (Value of PO may affect the amount of approvers needed before PO is created)
5 Business Days
Step 3
Partner will receive an automated email containing Purchase Order (PO) and a link to referral fee statement in the PO
Immediately after approval
Step 4
Partner must issue invoice to our Accounts team at [email protected]. Billing entity will be stated on the PO and PO number should be included on the invoice . Payable within forty-five (45) days from receipt of an undisputed invoice.
Dependent on partner
Payout Process Flow As per our policy guideline: A Pl
must be submitted for all
sourced opportunities to be eligible for a
referral fee
*Please refer to the Referral Fee Eligibility Criteria Table found on Page 8-9 of the Program Policy Guideline for the full details.
PO Email Explained
Partner address here
Number of Opps being paid
To view opps that are included in this payout click here to
open attachment
PO number here, this must be quoted on
Invoice
Invoice must be made out to this billing address
Submitting your Billing Info
When you first became a partner receive a similar email to this.
This is a request for you to provide billing info to enable us to raise PO’s.
If you have not received this and never received a payout from Salesforce please log a case in the Partner Community so we can help you.
Any questions regarding banking set-up, updates to banking details, please email to: [email protected]
Referral Program Qualifications Table
Partner Role Payout % Mature Payout % Emerging – Enterprise Sales
Payout % Emerging – Commercial Sales
Sourced 10% of 1st year ACV 20% of 1st year ACV 25% of 1st year ACV
Joint 0% 10% of 1st year ACV 10% of 1st year ACV
Internal Use License No payout, but will get credited towards ACV performance
No payout, but will get credited towards ACV performance
No payout, but will get credited towards ACV performance
Add-on/Upgrade Revenue 0%
If the business relationship with the customer continues, the referring partner can submit Qualified Leads via the Partner Community to earn Referral Fees on the customer’s upgrade or add-on orders.
If the business relationship with the customer continues, the referring partner can submit Qualified Leads via the Partner Community to earn Referral Fees on the customer’s upgrade or add-on orders.
Renewals / Replacements Salesforce does not pay Referral Fees to Partners based on replacements or renewals
Salesforce does not pay Referral Fees to Partners based on replacements or renewals
Salesforce does not pay Referral Fees to Partners based on replacements or renewals
Questions?
Resources: EMEA Partners (SI) Questions & Answers (Q&A) Official: Partner Community *Official SI Consulting Partner Leads Official: Consulting Central
Thank you
Q & A
Please post your questions in the Webinar panel on the right
You can also post questions on the Partner Community any time: http://p.force.com/question
thank y u
