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 aberkery@salesforce.com

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. Partners@salesforce.com / dloughran@salesforce.com 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 emeainvoices@salesforce.com. 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 emeainvoices@salesforce.com. 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: vendorrecords@salesforce.com

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

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