The challenge of ensuring client and end-user outcomes is much, much tougher when you sell through the Channel. The business model is solid: Channel Partners drive new revenue at scale very effectively. But how do you protect that revenue when it comes time for renewal and upsell? In other words, how do you protect your customers, their ARR, and their outcomes in the Channel? We’re so excited to present Jen Spencer, VP of Sales & Marketing at Allbound, joined by Karl Rumelhart, VP of Products at Gainsight. Together they represent the definitive authority on how to leverage best practices and cutting-edge technology to set your customers up for success through the Channel from your company’s very first outreach at the top of the funnel all the way through renewal and expansion. In this webinar, you’ll learn: Common hurdles facing Customer Success Managers when working with Channel Partners How to align with Sales & Marketing to create effective operations that ensure healthy customers How to structure your Partner relationships around positive, repeatable customer outcomes How to capture and analyze data insights when you don’t have great access to customer usage information Best practices including technology and tactics for running a world-class CSM org in the Channel Much, much more

1. How to Scale Your
Customer Success
Network by Aligning
With Channel Partners

2. Jen Spencer
VP Sales & Marketing
Karl Rumelhart
VP Products

3. This presentation and our discussion may include plans,
predictions, estimates or other information that might be
considered forward-looking. All forward-looking statements are
subject to risks and uncertainties that could cause actual results
to differ materially.
You are cautioned not to place undue reliance on these
forward-looking statements, which reflect our opinions only as of
the date of this presentation. Please keep in mind that we
assume no obligation and do not intend to update these
forward-looking statements.
Any unreleased services or features referenced in this or other
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.
Disclaimer

4. •Why are Channel Partners important?
•What are the challenges of Customer Success with Channel
Partners?
•How to align with Channel Partners for Success
•Technology for Partner Management
•Advanced approaches for collaborating with partners
•What is the Customer Success Network?
•Questions and answers
Webinar Agenda

5. Why Channel Partners?
Because in 2017, customers are calling
the shots.

6. •Good partners can meet customer needs in a
way that a single vendor cannot.
•Partners are combining, supplementing and
hybridizing multiple products and services to
build out solutions that target specific
customer needs.
•Successful partners bring their own trusted
partners to fill needs that they aren't able
to meet.
Why Channel Partnerships Are Crucial
Partner ecosystems are born!

7. Great partners build
loyalty.

8. •When customers work with partners they can
trust, they stick with them (and you!)
•Happy customers spread the word.
•More business for your partners = more business
for you … at a fraction of the CAC.
Channel Partners and Customer Loyalty

10. What stands in the way
of enabling our
partners to make
customers successful?

11. Fear of multi-partner
collaboration

12. A complex world of
technology

13. Partnerships that are one-way
streets

14. Lack of hands-on enablement

15. Content is not based on the
seller’s perspective

16. Customer Success =
Partner Success =
Your Success

17. Customer
Success and the
Channel

18. Aligning for Success

19. Traditional Business
Manufacturer and Customer
not aligned

20. Manufacturer Customer
Traditional Business
Manufacturer and Customer
not aligned
Manufacturer Customer
Customer Success
Shared alignment on
Outcomes

21. Manufacturer Customer
Traditional Business
Manufacturer and Customer
not aligned
Manufacturer Customer
Customer Success
Shared alignment on
Outcomes
Manufacturer CustomerPartner
Customer Success w/Partner
Align Success across ALL
THREE

22. Manufacturer CustomerPartner
1
Drive Success for
Partner in context of
Customer
Drive Success for
Customer in context
of Partner
2

23. Gainsight for Partner Management
• Deliver success to your Partners
like you do for your Customers
• Unified view of your Partner
and their activities with a
Partner360
• Measure and manage partner
performance with Health
Scores, trending performance
data and Calls to Action
• Gather partner feedback via
Surveys
1

24. Expand How You Manage Partners to Consider
Customer Health
● Partner Managers are like CSM -- driving Outcomes for Partners
● Specify Partner Outcomes as both sales transactions and end-customer success
Outcome Leading Indicators
(Partner Health)
(Partner Manager)
Activities
Sales-oriented Partner
Outcomes
Closed Business Pipeline Sales Training
Marketing programs
CS-oriented Partner
Outcomes
Successful End
Customers, including
renewal & expansion
rates
Customer NPS for
partner
Customer adoption
measures
Customer Success
Training
Data sharing

25. Challenge: What does each Partner ‘own’?
Not uncommon for one Customer to
buy -- even the same product --
from multiple partners and/or direct
• What part of the customer’s
success is each partner
responsible for?
• What data can be shared with
each partner?
Customer
Prod 1
Partner 1
Prod 2
Partner 2
Prod 1
Partner 2
Prod 3
Direct

26. Solution: Gainsight Relationships
• Separate Health, Data &
Processes -- Full 360 for
each Relationship
• Each Relationship has a
Partner field (could be
‘Direct’)
Customer
Prod 1
Partner 1
Prod 2
Partner 2
Prod 1
Partner 2
Prod 3
Direct
Relationships

27. Understand What Each Partner Owns
• Associate Relationships
to Partner Accounts so
they are available for
Partner Managers
Customer
Prod 1
Partner 1
Prod 2
Partner 2
Prod 1
Partner 2
Prod 3
Direct
Partner 1
Partner 2
Partner
Accounts
Relationships

28. Access Customer Info via Partner’s 360
360 Degree View of Partner
360 Degree View of the Customer
Relationships Owned by the Partner

29. Customer Success for Partner-Managed Customers2
Tier Your Partners Expect a Learning Curve Share the Benefits

30. Strategy for Enabling Customer Success with Partners
Fulfillment Oriented Partners
● Vendor drives low touch CS programs
● Partner enables outreach through
contact sharing
● Collaborate on the list of customers
vendor would engage with
● Optional co-brand
● Vendor enables partner to build their
CS practice
● Collaborate on high and low touch
● Coordinate success plans, call to
actions
Value-Add Oriented Partners
Foundational - Across All Partners
● Deliver success to your Partners like you do for your customers
● Unified view of your Partner and their activities
● Measure and manage partner performance
● Gather partner feedback

31. Key Technique: Tech Touch
• Automated Outreaches to
customers with Success
content
• Partner needs to share
Contacts!
• Combine Manufacturer and
Partner brands

32. Sharing Data With Partners
Send CSV Files
Widget in Salesforce Community
Gainsight Everywhere
(Roadmap)

33. Manufacture
GS
Partner
Manufacture
GS
Partner
GS
Partners Users
Directly Login to
Manufacturers’
Gainsight
Data Sharing
Between Mfr and
Partner GS
Instances
Login
Advanced Approaches to Collaborating with Partners

34. The Customer Success
Network

35. Manufacturer
Customer

36. Manufacturer
Reseller
Customer

37. Manufacturer
Reseller
Customer

38. Manufacturer
Reseller
Customer

39. Manufacturer
Reseller
Customer

40. Manufacturer
Reseller
Customer

41. Manufacturer
Reseller
Customer

42. Manufacturer
Reseller
Customer

43. Manufacturer
Reseller
Customer

44. Manufacturer
Reseller
Customer

45. Thank YouThank YouThank You

46. Questions