Manage Your Business
After completing this unit, you’ll be able to:
- Define key metrics for tracking business performance.
- Define and view your CSAT score.
- Manage your opportunity pipeline.
Once you’ve started making sales, you’ll want to track your performance. The right metrics can show you not only the health of your business, but also your health as a Salesforce partner. There are lots of different ways to keep tabs on performance, but let’s talk about the ones that Salesforce looks at when we track partner success. These metrics are some of the most important for your partnership with Salesforce. As you begin making sales and completing projects, make sure you’re giving these numbers fair attention.
Lead registration is the amount of net new Salesforce business you’ve uncovered during the year. Let’s say you get in touch with a potential customer and think that they might purchase additional Salesforce licenses or services. Register that customer as a lead so that a Salesforce AE can get in touch with them. Salesforce tracks all submitted leads, including rejected and converted ones. To submit a lead, go to the Business tab in the Partner Community. If you want to learn more about leads before submitting, go to the Partner Leads page in the Partner Community.
Project registration is the number of implementations you’ve delivered over the year. This metric isn’t related to Salesforce revenue—it’s any Salesforce implementation, integration, or consulting project that you complete. Completed projects contribute toward your partnership value score. To register a project, go to the Business tab in the Partner Community.
Once you register a complete project, our system kicks off the CSAT survey process. What’s that, you ask?
Your CSAT score is your customer satisfaction score calculated from customer survey responses. Salesforce sends out a standard survey to assess how you’re doing with your customers. CSAT plays a big role in your PVS, so make sure that your customers are satisfied before closing projects. For transparency, your CSAT score is published on your AppExchange listing. That way, you, along with your prospects and customers, can view the score in real time. To learn more about the CSAT process, go to the Customer Satisfaction page in the Partner Community.
We’ve talked about ACV before, but it’s so important that we’re going to devote a whole section to it.
Aside from CSAT, ACV is your most valuable metric. Just to refresh your memory, ACV means annual contract value, and it basically refers to the Salesforce revenue you generate as a partner. There are two ways we measure your ACV: sourced and joint sales.
Sourced ACV is the value of fresh opportunities that you bring to Salesforce. For example, let’s say you submit a lead through the Partner Community and that lead isn’t a current Salesforce customer. If the sales team here at Salesforce picks up the lead and closes a deal on Salesforce services, you get some bonus points.
If the services your firm provides help the sales team at Salesforce close an existing opportunity, that results in joint sales ACV. You can get joint sales ACV by either providing a Salesforce AE with new information or by coming in to help close an opportunity at the Salesforce AE’s request.
You can see why you should keep tabs on your opportunity pipeline. It’s a great way to grow your relationship with Salesforce and creates new business opportunities for your firm.
Remember the customer success stories that we talked about in the marketing phase? Because Salesforce is a customer company, we love to hear those stories. Not only do they work wonders for building your brand, but they also contribute to your PVS.
You can submit customer success stories in the Partner Community. When you submit a story, it increases your visibility with internal Salesforce teams. Having this visibility and building a reputation with Salesforce employees can potentially mean more of those joint sales opportunities we discussed earlier. To learn how to submit a story, go to the Customer Stories page in the Partner Community.
Now that you’re familiar with the five steps of the consulting partner life cycle, you’re ready to take off on your own. But remember that learning is a continual process, especially in the fast-changing world of Salesforce partners. Hopefully you’ve already checked out some of the resources in the Partner Community. As you embark on your consulting partner journey, stay tuned in to the community for updates on Salesforce and the partner program.
Good luck, partner!