Post on 08-Feb-2017
FUEL REVENUEGROWTH WITHCUSTOMER SUCCESS
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Chris DoellCisco-OpenDNS
Mike SchmidtGainsight
Matt HenslerAllbound
Customer Success in Channel Sales: Worth the Challenge?
As we become more outcomes focused with our customers….how do we get our channel partners to join us in the crusade??
So many questions to ponder….● Will partners adopt the outcomes mindset?● Where do you spend your limited time & resources; enabling partners or with end
customers● What will this mean for your partner ecosystem? Fewer, stronger partnerships?
We’ll focus on a few thought-provoking questions….● What are 3 ways the Vendor-Partnership will change as Vendor’s get more
outcomes focused?● In a perfect world, how would Partners share in the management of the customer
life-cycle?● What critical information/data needs to be shared between Vendors & Partners to
drive outcomes for customers?
Meet Your Panelists
Chris Doell, Vice President, Customer SuccessCisco / OpenDNS
Cisco Systems● Worldwide Leader in IT● #184 on Global 500● #54 on US Fortune 100
OpenDNS● Cloud Security, SaaS● Acquired 2015
“Cisco changes the way we work, live, play and learn…”
Customer Success Leadership:● Cisco/OpenDNS● Citrix/Zenprise● Doubleclick
CEO:● sportsTALK.com● Workshare
Global Services:● Intuit & Macromedia
Passions:● Int’l Travel, Music/Drums,
Disruption
Cisco Systems / OpenDNS Who is Chris Doell?
Meet Your PanelistsMatt Hensler, Vice President of Customer Success and PartnershipsAllbound, Inc.
● Software platform that helps support & streamline how SaaS companies grow through partners & resellers
● Modernizes delivery of partner training, content marketing, collaboration & customer success strategies to partners
● #NeverSellAlone, deathtoprm.com, Co:llaborate Conference
● Responsible for customer success & partner program at Allbound
● B2B marketing & brand strategist for 15 years before focusing on customer success
● Wisconsinite = Green Bay Packers fan (translation: it’s like rooting for Arsenal...I think)
Who is Allbound? @goallbound Who is Matt Hensler? @matthensler
Meet Your Panelists
Mike Schmidt, Vice President, SalesGainsight
● Gainsight is the leading Customer Success management platform
● We work with ~400 enterprises to drive revenue and increase retention in their customer base
● I head Gainsight’s Sales organization.
● I’ve been leading Account Management teams for 10+ years
● I have an unhealthy fear of reptiles…they are my kryptonite :)
Who is Gainsight? Who is Mike Schmidt?
Customer Success in Channel Sales: Worth the Challenge?
Question #1:
What are 3 ways you think the Vendor-Partner relationship will change as Vendors become more outcomes focused?
Customer Success in Channel Sales: Worth the Challenge?
Question #1 - What are 3 ways you think the Vendor-Partner relationship will change as Vendors become more outcomes focused?
● The 80-20 Rule Evolves! ● Transparency:
○ Improved (shared) alignment to customer objectives ● Ts & Cs can become dynamic due to:
○ Tools, Telemetry, Real-time Data, GRR/NRR, Proactive Models
Customer Success in Channel Sales: Worth the Challenge?
Question #1 - What are 3 ways you think the Vendor-Partner relationship will change as Vendors become more outcomes focused?
● Restore: Getting back to what it means to partner● Share: Growth via shared resources, insights and
data require new levels of transparency● Co: Working together for enhanced collaboration,
connection, co-marketing, co-selling & cooperation
“75% of all goods & services globally are sold through indirect channels.”World Trade Organization, 2015
Customer Success in Channel Sales: Worth the Challenge?
Question #2:
In your perfect world, how would your partners share in the management of the customer life-cycle?
Customer Success in Channel Sales: Worth the Challenge?Question #2 - In your perfect world, how would your partners share in the management of the customer life-cycle?
Customer Success in Channel Sales: Worth the Challenge?Question #2 - In your perfect world, how would your partners share in the management of the customer life-cycle?
Customer Success in Channel Sales: Worth the Challenge?Question #2 - In your perfect world, how would your partners share in the management of the customer life-cycle?
Customer Success in Channel Sales: Worth the Challenge?
Question #2 - In your perfect world, how would your partners share in the management of the customer life-cycle?
Customer Success in Channel Sales: Worth the Challenge?
Question #3:
What critical information/data needs to be shared between Vendors and Partners to help drive outcomes for customers?
Customer Success in Channel Sales: Worth the Challenge?
Question #3 - What critical information/data needs to be shared between Vendors and Partners to help drive outcomes for customers?
Customer Success in Channel Sales: Worth the Challenge?Question #3 - What critical information/data needs to be shared between Vendors and Partners to help drive outcomes for customers?
Customer Success in Channel Sales: Worth the Challenge?
Question #4:
As Customer Success practices, tools and KPI’s mature and grow, how will that evolve the Vendor-Partner relationship?
Customer Success in Channel Sales: Worth the Challenge?
Question #4 - As Customer Success practices, tools and KPI’s mature and grow, how will that evolve the Vendor-Partner relationship?
● Increased supplier responsibility to frictionless partner enablement & support
● Supplier accountability measures via Partner NPS & supplier ratings
● Partners have choice & vote with leads/loyalty
Customer Success in Channel Sales: Worth the Challenge?
Question #4 - As Customer Success practices, tools and KPI’s mature and grow, how will that evolve the Vendor-Partner relationship?
● Both partner & vendor are accountable for results.● Objective dialogue & ownership to address challenges● Dynamic T&Cs for under/over delivery (as stated before)● Power to the customer as scorecards become transparent● Maybe incumbency protection is lost following poor partner performance?● Partner has skin in the game to force change with the vendor.
Customer Success in Channel Sales: Worth the Challenge?
Question #5:
How does Partner enablement change as you move toward an outcomes-focused business model?
Customer Success in Channel Sales: Worth the Challenge?
Question #5 - How does Partner enablement change as you move toward an outcomes-focused business model?
● PSM is the new CSM● Partner journey maps become the “new-new”; including LASER-focus on
○ Land, Adopt, Service, Expand, Renew logistics and touchpoints for Partners● Vendors can no longer simply throw product at partners without a LASER-focused plan
Responsibility & obligations increase:- Vendor to manage the partner(s) success & journey
map- Partner to buy-in, lean in, and deliver.
Customer Success in Channel Sales: Worth the Challenge?
Question #5 - How does Partner enablement change as you move toward an outcomes-focused business model?
Partner Success as a practice which models Customer Success methodologies