Transform your customer support from reactive to proactive and turn your support agents into change agents! Learn how ISVforce can help you troubleshoot customer support issues in real-time and gather feedback to optimize your roadmap. You'll walk away with best practices to retain your customers for life. This session is primarily for product managers, support managers, and developers.

1. How to Support your Customers for
Commercial Success
Chi Ho – Salesforce.com
Nikolai Balba – Libra OnDemand division, Newmarket International

2. Safe harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties
materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results
expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be
deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other
financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any
statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new
functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our
operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of
intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we
operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new
releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization
and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com,
inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2012. This documents and others
containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or 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. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-
looking statements.

3. Chi Ho
ISV Technical Architect and Evangelist
Salesforce.com

4. Nikolai Balba
Chief Technology Officer
Libra OnDemand division, Newmarket Int’l

5. DF12 ISV Success Sessions
Great sessions for each phase of the lifecycle
Plan Build Distribute Sell Support
ISV Kickoff: Getting Started Distributing & Licensing Your App How to Support Your Customers
How to Architect & Design Your App Automate Your App Sales ISV PM Product Roadmap
Designing Social Apps (Workshop)
Extend Your Commercial Force.com App Expanding Your Marketing Reach with AppExchange
Team Development and Release Mgmt Marketing Best Practices in the Social Era
Building Secure Applications in the Cloud Mastering the Direct Sales Model
Selling Social Apps
Follow sessions and join the Partner Success Group on

6. Delight your customers in everyway
Customer Success Channels
Your
Customer
Email Subscriber-
side
Debugging
Phone Push Upgrade
Self-Service Push Patch
Portal
Premium Login as
Real Time Subscribers
Support Visibility
Tools

7. Success Formula
Release/Support Strategy + ISV technology = Customer Success
• You cannot have support strategy isolated from release strategy
• You must be aware of Salesforce events and process that impacts you
• Use ISV technology as leverage

8. Process – Release Strategy
Add New Features Test (Managed Beta Upload Managed
Schedule Push
and Bug Fix Package) Release Package
• For development team
– Release Schedule – Major release dates should be public
– Environment management, Source code repository, Change management
– Software Development Life Cycle (SDLC) doesn’t really change
• For customers
– Education: Notifications and Webinars
– Documentation
– Pilot and Beta Programs

9. Technology – Push Major (GA in Winter 13)
• In Winter ’13, you can push a major version of your
package directly to any subscriber, not just patches
• Solves the problem of subscribers being on multiple
versions of your package
• Best part? No need for a separate patch org!
• Very Powerful, Exercise Caution!

10. It is the ISV’s responsibility to be “in the loop”
• All release information are in the Partner Portal
• Know your Release Dates, Sandbox and Production
• Don’t overlap Salesforce releases
• Read the Release Notes
• Try new features in the Pre-Release
- A safe place to play with new features
• Test, Test, Test in the Sandbox after upgrade.
- Encourage your customer to do the same!

11. Pre-Release Sandbox Testing
Timeline: 2 - 3 weeks until Salesforce Release, Sandboxes Upgraded Vanilla Org
Enterprise Sandbox
Org with Your
Package
Partner Enterprise /
Platform Edition Org
Enterprise Sandbox

12. All about Libra OnDemand
100% Native Force.com App
• Hospitality (hotels & restaurants) vertical
• Sales & Catering, Loyalty, Guest & Social Relations,
Email Marketing
• 100+ objects, 6 apps
• Over 300 customers

13. Libra OnDemand
Major Release Schedule
• Agile scrum methodology
– 14 day sprints; daily scrums; biweekly reviews
• Release internally every 2 weeks
– Patch updates pushed to customers
• Release new features to customers every 4 months
– March, July, November
Release Management
• Master Environments
– Development; Trialforce; Product Management; QA; Sales; Ed Dev
• Internal Trialforce Forms to keep environments in sync
• Ed Dev focuses on end-user experience
– New customers; Existing Customers; Internal Teams (Support and Prof Services)

14. Libra OnDemand Release Distribution
Existing
Dev Master Package Release Customer
Orgs
Demo
TF
Master
New
Trial
Customer
Form
Orgs

15. Libra OnDemand Release Distribution
Existing
Dev Master Package Release Customer
Orgs
QA PM Demo
TF Trial
Ed Dev
Master Form
New
Trial
Customer
Form
Orgs

16. Customer Support: Check List
 Define your Support Strategy
• Support Process? Key Metrics? SLA?
• Support Channels you’re covering?
 Update support info on your AppExchange listing
 Setup the Enable Notify Apex for your Package
 Leverage your ISV business org
• Capture support issues (use Cases) and features request in Salesforce
• Create a Self-Service Portal
• Subscriber Success Console (part of License Management Application)
• Login-As
• Real-Time visibility into subscriber configuration
• Subscriber Debugging

17. Libra OnDemand
Support Process
• Three Support Tiers
- First; Second; Advanced Technical
- Developer support; Defect tracking
• Follow the sun 24/7 coverage
- Customer support portal
- Internal use of Chatter
• Salesforce Premier partner support - IMPORTANT
• Knowledge base
• Support vs. Prof Services
• Change management

18. Libra OnDemand
Service & Support App
• Proactively monitors customer instances
- API usage
- Storage usage
- Object usage
• Alerts on integration issues
• Enables service activations
Customer
Newmarket Integration
ISV Org Agents
Customer
Service &
Salesforce
Support App Orgs

19. Demo
Scenario:
ACME Inc. released their 3.0 version of their application on Saturday morning, but shortly
after, numerous cases came in through their web-to-case form reporting an Apex error.
Action:
Support sees the case, login as the user to debug in real-time, and quickly have the
developer create an emergency hot-fix to be pushed out to all customers.
Result:
Majority of the customer did not experience the bug, they are just impressed by the new
feature on Monday morning.

20. Key Take Away
• Have a Release & Support Strategy! It is not optional with Customer Success.
• Enhance your strategy with ISV technology
• Follow us on Dreamforce Chatter to continue the conversation!
- Presentation will be posted on Chatter
- Links: Push Major, Push Patch, Support Console, Release for Partners

21. A Few Reminders. . .
Why Work With a PDO Partner Success Experts
Innovation Theater and Lounge
1:1 Success Clinics
Innovation Theater and Lounge
Need to relax? Have a massage!
Check out the Partner Hub
540 Howard Street
Survey (Session Record) Cloud Crawl (Thursday Night)
Follow us on Twitter @partnerforce

22. Partner Hub – Speaker Debrief
Why Work With a PDO
Partner
Success
Clinics
Welcome Desk
Speaker
Debrief
Area

23. Chi Ho Nikolai Balba
ISV Technical Architect Chief Technology Officer
Salesforce.com Libra OnDemand division
Newmarket International