maximizing your partner success plan (october 13, 2014)
DESCRIPTION
Maximizing Your Partner Success Plan (October 13, 2014)TRANSCRIPT
Maximizing Your Partner Success Plan Partnering to Deliver Excep2onal Customer Success
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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!