Building a Global Partner Program: From Strategy to

1
Building a Global Partner Program From Strategy
to Execution
Track Channel Executives

• Chris Gorglione, Segway
• Scott Safe, Network Physics
• Viviana Padilla, salesforce.com

2
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3
Agenda

• Introductions
• The Challenges of Global Programs
• Best Practices
• Customer Stories
• Segway
• Network Physics Inc.
• Question and Answers
• Salesforce PRM Solution Summary

4
The Challenges of Going Global With Channels

• Ive seen companies struggle with.
• Business rules
• Communications
• Localization
• Training
• Strategies

5
Act Globally While Acting Locally!

• One database. One experience. One international
  program.
• Tools to help
• X-portals
• Record types
• Sales processes
• Page layouts
• Field level security
• Workflow
• Consolidated reporting

6
Lets Hear What Our Customers Have To Say
Chris Gorglione
Scott Safe
Product Manager
VP Marketing
chris.gorglione_at_segway.com
scott_at_networkphysics.com
7
Chris Gorglione
Product Manager
chris.gorglione_at_segway.com
8
Segway Inc.

• Develop and manufacture personal transportation
  products
• Over 100 dealers in NA
• 33 Distributors around the world
• Focus on police security, short distance
  commuting and consumer recreation

INDUSTRY Personal Transportation
EMPLOYEES 120
GEOGRAPHY Global
USERS 20 Employees 150 Partners
PRODUCT(S) USED SFA, Service Support, PRM
9
Segway Inc. Key Challenges

• Business Challenge
• Strong, qualified lead generation (web,
  tradeshows, in-bound calls).
• No consistent method to distribute leads to
  partners
• No way for partners to report back on deal
  activity
• No visibility into close rates and marketing
  effectiveness.
• Anecdotal feedback that leads were not being
  followed by the channel.
• Technology Challenge
• No internal resources to develop or implement a
  new system.
• Custom solutions were far beyond of budget.

• Qualified leads were falling through the cracks
• No way to track marketing ROI
• Conflict between Commercial Sales and Channel
  Partners both working on same deals.
• Potential customer pre-purchase frustration.
• No consistency across global markets

10
Segway Inc. The Solution

• Implementation Strategy
• Installed and configured PRM to demo internally.
• Added functionality for channel to report retail
  sales.
• Added customer satisfaction functionality based
  on retail sales.
• Rolled-out to select group of channel partners
  for testing and feedback.
• Organized web conferences to introduce and train
  the channel.
• Developed incentives to reward usage and changed
  policies to stem channel conflict.

DEPLOYMENT DETAILS

• Salesforce PRM
• 125 users
• Oracle Integration
• Trained channel using web conferences.
• Marketing Sales Initiative
• 1 day to install / configure and 2 weeks of
  testing before roll-out

11
Reaching All Markets and Channels Globally

• Did a phased roll out with partners globally
• Tested with key markets and then rolled out
  offering

12
Segway Inc. Results

• Outcome
• 75 of the channel was logging into the portal by
  the end of the first month.
• Able to verify that leads were being read and
  followed-up.
• Commercial sales team was able to work with the
  channel by seeing what partners were working on.
• Easily see what marketing campaigns were most
  effective.
• Visibility into customer satisfaction with
  dealers / distributors.
• More accurate customer information.

13
Scott Safe
VP Marketing
scott_at_networkphysics.com
14
Network Physics Inc.

• Develop, manufacture, market sell exclusively
  through resellers Application Performance Insight
  products.
• Over 85 Resellers in N.A. and EMEA
• Focus on every vertical market and
  networking-based Resellers.
• Alignment with key technology Partners F5, IBM,
  Citrix, Juniper

INDUSTRY Application Performance
EMPLOYEES 85
GEOGRAPHY N.A. EMEA
USERS 35 Employees 85 Partners
PRODUCT(S) USED Salesforce Enterprise, PRM
15
The CEO Challenge Go 100 Channel in 30 Days

• Business Challenge
• Competitive market with legacy Direct players
• CEO objective to go all Channel in 30 days
• Technology Challenge
• Marketing far short of resources
• Needed channel program AND automation tools
• Short window of opportunity

• Internal efforts showed 3-4 different Partner
  Portal Sites
• Ramping up marketing investment in Campaigns,
  Lead generation, and channel enablement
• Partner prospects did not want to be first, nor
  the last to jump in
• Clear feedback that Leads and Deal Registration
  was going to drive our business
• Opportunity to lead the pack meant having to move
  fast

16
Portal Decision

• Vendor Decision
• Looked at multiple competing solutions
• Commercial Products
• Channel companies
• PR firms/Lead gen companies
• Media Cos offerings
• Internal webmaster proposal
• Used SFA for 2 years
• Chose Salesforce PRM for breadth of product,
  roadmap, willingness to partner together, and
  integration with SFA
• Implementation
• Utilized GrowthCircle and internal efforts
• Deployed Initially to NA, EMEA thereafter
• Did the priority items First
• Clean up the Direct data
• Create the Partner-based model Processes
• Develop the Partner Program ?gt Two way street
  with capabilities of Portal

DEPLOYMENT DETAILS

• Salesforce PRM
• 85 Partners expecting 300 by 07
• Extensive in-house testing utilize test
  accounts
• Leads, Deal Registration, Campaigns,
  Knowledgebase
• Needed 30 Days to roll out.

17
We Took Our Strategies Local and Made Changes

• Talked to partners globally
• Global strategy was modified with EMEA roll-out
• Modified deal program
• Removed protection
• Observations
• EMEA partner are more portal centric
• They demand all communications go through the
  portal
• It must be the time zones.?

18
Our Results

• 75 of the channel was logging into the portal by
  the end of the first month
• Partner reticence ceased. Partners talked to the
  press openly about the success model of NP, and
  how fast we have reacted to their needs
• Won Gartner IT ChannelVision praise for our
  Enterprise VAR program
• Invited to Salesforce Partner Portal Board of
  Advisors
• Channel friendly program

19
Demo

• Channel Partners Dealer Distributors
• Partners 86
• Key Requirements
• Distribute leads
• Deal Registration
• Timely Sales Tools News
• Technical KnowledgeBase
• Understand marketing effectiveness
• Sales Forecast

20
QUESTION ANSWER SESSION
Chris Gorglione
Segway
Product Management
Scott Safe
Network Physics
VP Marketing
Vivianna Padilla
Salesforce.com
Senior Consultant
21
One Pipeline. One Application. One Salesforce.

Complete Visibility with Integrated PRM and CRM
High Adoption through Customizable Portals and
Branding Complete Partner Lifecycle
Functionality Reduced Channel Conflict with Deal
Registration and Opportunity Management
My CRM
My SFA
My PRM


Our partners are now part of our sales force.
VP of sales, Webtrends
22
Adds the Power of AppExchange!
Install AppExchange Apps to Your Portal Share Any
Custom Process or Object Share Custom Price
Books and Products
23
More Resources Salesforce PRM Demo
http//www.salesforce.com/products/partner-relati
onship-management.jsp Visit the Channel Clinic
for a Channel Audit Elay Cohen
ecohen_at_salesforce.com Frank Defesche
fdefesche_at_salesforce.com

• Demo

24
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