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Maximizing Your Partner Success Plan (October 13, 2014)
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Maximizing Your Partner Success Plan Partnering to Deliver Excep2onal Customer Success
Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Nia Samady Director, Partner Premier Success
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demo, video, Q&A, etc.
Participants
Greg Costanzo Director,
Partner Technical Support Program
salesforce.com
Bill Mariani Director, ISV Technical
Enablement salesforce.com
Srinath Thimmasetty Senior,
Success Account Manager salesforce.com
Objectives
Let’s learn about: Ø Partner Success Plans
§ Differences between available success plans
Ø Grow your business with Partner Premier Success § Technical Support
§ Success Team
§ Success Story
Ø What’s next for Success Plans? § New enhancement coming in FY16
Before thinking about Success Plans Questions to ask yourselves: • How important is it to get to support experts immediately? • Where do you go for support when you run into an issue during an implementaHon or during development? • ISV partners, are office hours during Security Review sufficient enough to solve complex coding issues? • ConsulHng Partners, when loggings issues under your customer’s success plan do you get the right advocacy? • Are SLAs important? • Do you need direct phone support? • Is proacHve communicaHon important? • Do you need a path to weekend support coverage for criHcal/urgent issues? • Do you need a “Go to person” when you have a topic to discuss, technical issue or need to connect with the right teams at salesforce?
• Are you providing the best customer success experience to your customers? Do your customers need faster SLAs from you and you need them from salesforce?
• Do you need an advocate to represent your business from a technical perspecHve?
$54,000 USD/year/region
SUPPORT • 24x7 toll-‐free phone & online case submission
• Staggered SLAs by Severity • 1 hour response for Sev 1 -‐ CriHcal • Developer support • Partner Ops SLA – 1 business day • Support for escalated SFDC end-‐customer technical issues
SUCCESS RESOURCES
• Assigned designated Success Manager* • Success Review* • Self-‐service resources including partner portal and Help site
SUPPORT
• Online non-‐developer case submission only
• 2-‐business day response
SUCCESS RESOURCES
TRAINING
• Unlimited access to complete online training catalog
TRAINING • Unlimited access to Premier online training catalog
*With $20K minimum annual Partner Premier Success fee, or $45K minimum annual Partner Premier-‐CRM Reseller fee.
Included w/ Partnership
Partner Success Plans
Partner Standard Partner Premier – Reseller
SUPPORT
• 24x7 toll-‐free phone & online case submission
• Staggered SLAs by Severity • 1 hour response for Sev 1 -‐ CriHcal • Developer support • Partner Ops SLA – 1 business day
SUCCESS RESOURCES • Assigned designated Success Manager* • Success Review* • Self-‐service resources including partner portal and Help site
TRAINING • Unlimited access to Premier online training catalog
$24,000 USD/year/region
Partner Premier
• Self-‐service resources including partner portal and Help site
SUPPORT
• Online case submission only • 2-‐business day response • Limited Developer support
(max 20 cases)
SUCCESS RESOURCES
TRAINING • Unlimited access to complete online training catalog
$6,000 USD/year/region
Partner Developer Support
• Self-‐service resources including partner portal and Help site
CRM Resellers ONLY
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Grow your business with Partner Premier Success
Partners with Partner Premier Success
Accountability CollaboraHon Customer Success
Partner Premier Success
• One team • Joint ownership • Sharing our experHse
• One voice, one team
• ProacHvely address issues
• Share our customer success stories
• Eliminates “finger poinHng”
• Be transparent • Take ownership
What is the goal of the Success Team? We can help you understand: § Serve as single point of contact with regular cadence calls § Provide guidance and best pracHces on solving issues on the plakorm § Share Important Tools & Resources § Prepare you for releases, patch releases, emergency releases § ProacHvely include you in criHcal incident center alerts § Collaborate and Engage as your advocate with Technical Enablement, Sales Account Teams, Support, Partner OperaHons, R&D, Product Management & Customer Success teams.
§ Ensure prompt and complete resoluHon of escalated technical challenges. bug fix prioriHes within Salesforce. § Measure key KPIs – case trends, SLAs
1-Hour Initial Response for Critical Issues Priority routing directly to Tier 2
365x24x7 Phone Coverage
600+ Technical Experts 13 Locations 11 Languages
Fast Expert Response with 24x7 Global Support & Developer Support
§ Apex and Visualforce best practices
§ Error troubleshooting for up to 200 code lines
§ Performance analysis
Developer Support
Success Story – Your Success is Our Success!
• 10,000+ cases closed this CY14 • Over 9.2 in PSAT (Partner SaHsfacHon on Support cases) • With the help of our Premier Partners – proacHvely addressed 10+ plakorm issues post general releases (Spring ‘14, Summer ’15, and Winter ‘15) àidenHfied à quickly routed to R&D à resolved before producHon releases.
• Overall Avg. days to close <7 days • Developer Support Avg. days to close decreased by 4 days from CY13 (13 days) to CY14 (9 days)
Voice of Premier Partners Patron Manager LLC -‐ “Great plakorm, great support” Veeva Systems – “Issue resolved quickly. thanks!” Newmarket InternaRonal, Inc. “Having a responsive partner is crucial in today's business environment. Sanpreet provided this level of service flawlessly which gives me even more confidence with our partnership” CipherCloud -‐ “I like your product, our business relies on it and I was very happy with promptness of your support” FinancialForce.com – “Excellent support!” LexisNexis Group – “Prateek was a great help, and he parHcipated in a call with end user to help resolve the issue with LN app( integrated in SFDC)” Persistent Systems, Inc. – “I got the response very quickly and also the alternate soluHon of the issue”
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demo, video, Q&A, etc. What’s Next for Success Plans?
New in FY16: Technical Support Case Packs
• Flexible “use as you need” model • Included as individual case packs – (5,10,20), depending on program Her • Faster iniHal response by case severity level – • Developer Support included • Priority rouHng – directly routed to Tier 2 • 24x7 toll-‐free phone support available • “Follow the sun” model – global handoff for criHcal/urgent issues • Online access to documentaHon, knowledge base arHcles, Known issues site and other technical resources. -‐ See more under the Support tab at hups://partners.salesforce.com/
Support As You Need It!
Severity 1: 1 hour Severity 2: 2 hours Severity 3: 4 hours Severity 4: 8 hours
ConsulRng Partners ONLY
Get more info….
ü Stop by DF14 Booths @ Partner Zone ü Explore Partner Success Plans ü Learn Best PracHces
ü Contact us: [email protected] or chauer me @ Nia Samady via partner community
Check out the new Partner Community
https://partners.salesforce.com/
Connect with Partners in the Partner Zone The Westin Hotel, Market Street 2nd Floor – Metropolitan Ballroom INNOVATE with the leading technology • Demos of new Salesforce technology CONNECT with members of the partner community • Partner Community Theater • Networking areas • Welcome reception and daily lunch service GROW your business with resources • 70+ partner-specific sessions • ‘Ask the Experts’ consultation stations
AppBash 2014 on Wednesday Night!
