Discover how leading ISVs leverage technical support as a strategic function for growth within the Salesforce ecosystem. ISVs must be prepared for technical challenges from their end customers. The top ISVs have a technical support team and design that helps them determine what levers to pull to get the support they need to stand out from the pack. Learn from CodeScience’s CRO Sean Hogan and Commercial Services Manager Ron Kiker as they discuss the repeatable technical support problems ISVs face — and how solving them quickly and efficiently can impact an ISV’s top line. In this webinar, you’ll learn: - How to assess your team’s technical acumen - The testing framework top ISVs use to proactively manage technical debt and prepare for Salesforce’s tri-yearly release cycle - Key tips before you engage Salesforce technical support - Recent changes to the Salesforce Tech Support Program - The hidden risks tech support has to your growth and brand

1. Insights, Tips, and Plans to Help you Grow Your
Salesforce-Subscription Business
Acting Like a Top 25
Salesforce ISV

2. Today’s Speakers:
Sean Hogan
CRO
CodeScience
Ron Kiker
Commercial Services Manager
CodeScience

3. ● About CodeScience
● Acting like a Top 25 ISV overview
● Technical Support - a strategic function for ACV growth
● Understanding repeatable support problems for ISVs
○ Best Practices for ISVs:
■ Assessing your team’s technical acumen
■ Tools | Process | Framework needed for the job
■ Key Tips before you engage Salesforce Tech Support
■ Key changes to Salesforce Tech Support
● Business Impacts: Positive & Negative to your growth & brand
Agenda

4. About CodeScience

5. Acting Like a Top 25 ISV

6. ● Give back to the ecosystem
● Market Cap:
○ For every $1 in ARR - Market cap increases 7 to 20 times
■ So $1M in ARR = $7M - $20M
■ $4M in ARR = $28M - $80M
● Investing in Salesforce Technology as an ISV
○ State of the AppExchange Report: http://tinyurl.com/SOAP20
Why Act Like a Top 25 ISV?

7. Revenue Stage - Team Design Changes

8. Market Cap Wow - nCino IPO July 2020

9. Top 25 ISVs Connect Strategy to Functions
Strategy
Product
Management
Product
Marketing
Marketing
Operations
Sales Ops
LegalFinance
Sales
Sales
Engineers
SFDC
Alliances
Marketing Support
Deploy

10. Technical Support

11. Tech Support - Strategic Function - Why?
Customer Success AppExchange Reviews Org 62

12. Tech Support Traps

13. 3 Most Common Traps:
Your App Client’s OrgThe Platform

14. Repeatable Tech Support Challenges
Sales Shifts:
Segments or Clouds
Time + Tech = Debt
Proactive
Regression | Scale |
Burp Scans - API

15. Acting Like a Top 25 ISV

16. Key Functions Top ISVs Align Around
Executive Alignment
Product
Dev
Customer
Success
Tech
Support

17. Tech Support - What the Top 25 Do….
Team | Tech Acumen | Tools
● Proactive - RACI
● Reactive
○ AppExchange Reviews | Org 62 Awareness
○ How many people need to be involved? Who is that impacting?
● Do you have a repeatable & adaptable framework that can leverage if not / partner?
● Are you properly leveraging Salesforce & Salesforce Tech Support

18. Understanding
Salesforce Tech Support

19. https://partners.salesforce.com/s/education/appinnovators/AppExchange_ISV_Program_Benefits_4
Your
App
Client’s
Org
The
Platform
Benefit Benefits description How to Access Base Ridge Crest Summit
Technical Case Packs Partner receives access to a Case Pack that
includes a certain number of technical cases
for the program year based on the benefit
tier. Technical cases include access to the
developer case type, which allow for up to
250 lines of code reviewed and SLAs. Once
a partner uses all the cases provided to
them as part of the technical entitlement, all
additional cases opened will be routed
through standard level support. The
technical entitlement is an annual
entitlement.
Salesforce
Notification
5 10 20 N/A
Partner Premier Success Provides partners with unlimited premier
cases and a designated resource that serves
as an advisor on driving resolution of critical
production/development issues. Premier
cases provide an increased SLA dependent
on the severity as well as unlimited access
to Developer Support.
Salesforce
Notification
+
Designated
Success
Manager
Salesforce ISV Support

20. Don’t go it alone

21. ● Technical Acumen & Proactive Support
● Faster Reactive Support
○ Tier II
○ Tier III
● Unlimited Cases to Salesforce
● Tools & Framework - Better than any individual Top 25
CodeScience - Commercial Services

22. 3 Major Areas All ISVs Can Improve On:
Tech Support
RACI
AppExchange
& Org 62
Team Acumen
Proactive Tools

23. Contact Us:
Sean Hogan
Thank You
Ron Kiker
sean@codescience.com