DAVID SWANSON | RIVERBED

The Role of Channel Partners in a LAER Strategy

• Riverbed Technology Business Summary– Founded in 2002, Riverbed Technology is a provider of application performance

infrastructure offering a platform to deliver, control and optimize IT resources across the hybrid enterprise.

• Riverbed’s application acceleration solutions include SteelHead, a WAN optimization solution, SteelConnect, a Software Defined (SD-WAN) solution, and SteelFusion, which provides branch converged infrastructure. 

• Riverbed’s performance management suite, SteelCentral, combines application-aware network performance management and application performance management control.

– Headquartered in San Francisco, CA, with more than 2,500 employees in 73 offices around the world.

– 25,000+ customers include 97% of both the Fortune 100 and the Forbes Global 100.

Riverbed Technology - The Application Performance Company

• Riverbed Professional Services – Worldwide Services to help businesses:

• Accelerate time to value by leveraging Riverbed product experts and proven methodologies

• Develop in-house proficiency and expand skillsets through comprehensive, hands-on knowledge transfer

• Achieve better adoption and utilization of Riverbed solutions to improve performance quickly and reliably

• Riverbed Professional Services – Service Examples:

• Proactive assessments of Riverbed infrastructure with recommendations for improving performance

• Rapid response performance troubleshooting for in-production applications

• End-to-end application and network performance monitoring, reporting, and alerting

• Implementation services that focus on best practice design, setup, configuration, and knowledge transfer

Riverbed Professional Services

LAER Review

4

Land: The activities required to sell and implement a new offer or solution to a customerAdopt: The activities required to ensure the customer is adopting the implemented solutionExpand: The activities required to ensure the customers expand their usage of solutions resulting in additional budget and purchasesRenew: The activities required to ensure customers continue to stay in good standing and renew their vendor relationship

Land Adopt Expand Renew

LAER Review

5

While many of the concepts associated with LAER are related to Professional Services, success requires a strategic corporate direction that addresses the customer journey lifecycle.

Sales

ProfessionalServices

Marketing

Channel

Product

Operations

Agenda

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• What is Riverbed doing to address LAER?• Where do Channel Partners fit in the equation?

– Types of Partners– Why use Partners?

• How does Riverbed Professional Services work with Channel Partners?

• How does Services and the Channel come together and address LAER?

How is Riverbed Addressing LAER?Historical Process – Incomplete LAER Focus

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Sel

l Pro

ductRiverbed Led

Sales Efforts

Partners Primarily Transact the Opportunity

Impl

emen

t with

PSNo defined

Partner Rules of Engagement

Sales, Partners, Client or Riverbed PS Implement S

uppo

rt P

rodu

ctCustomers call when there is an issue

Some partners provide support or managed service

Ren

ew

Renewal teams address support renewal

How is Riverbed Addressing LAER?The Four Corporate Transitions

Managing Accounts

Selling SolutionsGOALS KPIs

People

Repeatable Revenue

Leverage The Power

of the Channel

How is Riverbed Addressing LAER? 4 Transitions

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Channel Leverage

Repeatable Revenue

Managing Accounts

Selling Solutions

• Account Planning• Account Plan Reviews

• Executive Briefings• PS Led Sales

• Managed Services

• Embedded Services

• Multi-product sales• Multi Product Deal%

• Strategic Product Participation rate

• Next quarter funnel• Role Specific

Solution Expertise• Sales play & solution certifications

• Account Penetration • SP Design Wins• Customer Reference

Base• PS Attach Rate

• Reference Customer Coverage

• Focus Partner Growth

• FP Booking Growth

• Joint Engagement• Qualified Joint

Engagement Bookings

Riverbed relevance in the Channel– Business Plan Reviews

Develop Channel Led Segments– Dedicated HC

Where do Channel Partners fit into LAER

Why Leverage Partners?

11

Scale

Why Leverage Partners?

12

• Partners tend to be closer to the clients business needs than IT vendors– Increase how well your technology is being used by the customer– Make it easier to do business with services pertaining to your products– Partners can focus more on business outcomes across technologies

• Partner Packaging: LAER ties into how vendors need to adapt to how customers are changing their buying habits. Clients no longer want to buy product, support, PS, training, etc. They want to buy an outcome that contains all of these

• If partners are engaged from the beginning of an opportunity, they’ll be more likely to feel invested

All Partners Are Not Created Equally

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• Service Only (Outsource)• Partner Types (Regional, National and Global)

– Distribution– Value Added Resellers (VARs)– Service Providers (SPs)– Systems Integrators (SIs)

• Partner Business Models– Resell– Services

• Verticals• Cloud

How does Riverbed Enable LAER with Partner Services

Enabling LAER with Partner Services

1. Create and Support Partner Service Programs & Incentives2. Define and Communicate Rules of Engagement3. Define and Execute Role Based Enablement4. Integrate Strategies with Riverbed Sales and Services

Departments

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Partner Service Programs and Incentives: Building Partner Relevance

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Managed Services & aaS

Repeatable, Scalable, Pre-Defined

Consumption Pricing

Additional Rebates & Business Investment Fund

Enablment IP & Strategies

Embedded Solutions

Integrate Product into Partners Value add

Solutions

Consumption Pricing

Additional Rebates & Business Investment Fund

Enablement IP & Strategies

Joint Engagement

Client Specific Joint Sales and Service Planning

Client Opportunity Specific Discounts

Riverbed Consulting

PartnerConsistent Riverbed Service

Delivery

Enable Partners to Build Riverbed Services

Provided Riverbed’s PS IP to Partners

Scale Ability to Address all Client Segments

Riverbed Performance Partner Program

• Sales Sheets• Brochures• Service

Description Documents

• Pricing Calculators

• Reference Architectures

Training and Enablement Activities

Riverbed PS SME AccessSales Collateral Delivery Collateral Tools & Systems

Riverbed Consulting Partner (RCP) Program Components: Value Add Elements

• Templates:• As-Built• Engagement

Summary• Project Plan• Engagement

Checklists• Standard

Operating Procedures

• Operational Best Practices

• Optimization• Document

Builder

• Riverbed PS Help Desk

• Access• Urgent:

Dedicated Phone #

• Non-Urgent: PS SME DL

• Forums

• Training• On-Demand• Classroom• Recorded

• Engagement Shadowing

• Certification

Rules of Engagement For PS Sales and Delivery Activity for Riverbed PartnersRiverbed PS Rules of Engagement

Distribution Elects

Riverbed Elects

Partner Elects

Capable Partner?

Named Riverbed Account

Distribution Capable

YES

YES

YES

NO

NO

NO

1

3

2

Riverbed Ready to Support

Can Riverbed support it?

• Alignment between RVBD Services & Channel teams

• Services program strategy, inclusive of consulting, support & education is clearly communicated & operational as part of the Partner Program

• Channel personnel address services as strategic business development activity

Partner RelevanceAre Riverbed services relevant

to the partner?

• INCREMENTAL REVENUESComplete lifecycle strategy for RVBD services portfolio (consulting, support, education, MS)

• IMPROVED MARGINSEmphasis on improving profitability through enablement IP & Programs

Partner CapableIs the partner capable?

In what areas?

• Clearly communicated and understood services business model to Riverbed

• Clarity and segmentation of partners as portfolio players versus boutique role players

Qualify Partners: Focus on those that can deliver services for your solutions

Professional Services Sales and Delivery Ownership TargetsPartner Profiles and Service Programs

Partner

Riverbed

DistiG

loba

l MS

P

Man

aged

Ser

vice

s

RVB

D P

artn

er C

onsu

lting

Pro

gram

Supp

ort

Embe

dded

Partn

er P

S

Trai

ning

RiverbedLifecycleServices

Dis

ti &

TS

M/E

Focu

s &

CS

M /

ES

E

Valu

e A

dded

Dis

tribu

tion

Tier

2 M

SP

s

Reg

iona

l SI &

Var

s

Focu

s P

artn

ers

Named C Space

Glo

bal M

SP

& S

ISO

Riv

erbe

d as

a S

ervi

ce

Scaling

• Riverbed cannot scale to address LAER with thousands of global customers

• Professional Services Job is to Enable Scale– Riverbed can realistically focus on 100 partners and distributors and

those partners can then scale to the global customer footprint– Professional Services creates

• Riverbed based product and service solutions• Education Options• Certification Tracks

– Riverbed PS supports the service programs in addition to focusing on strategic Riverbed clients

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2015 Q3

2015 Q4

2016 Q1

2016 Q2

2016 Q3

Implementation (SC APM, SC NPM)Implementation (SF, SH)

Performance Troubleshooting (SC APM, SC NPM) Network Infrastructure Operational Assessment (SC NPCM)

Network Performance Assessment (SC NPM)Application Deployment Readiness (SC APM, NPM)Application Performance Assessment (SC APM, SC NPM)

Assurance Service (SF, SC APM, SC NPM)Network Infrastructure Deployment Assessment (SC NPCM) Operational Adoption WorkshopsStorage array integration

PS Package Availability: Enable Partners Business Planning Subscription Based Services (Assessment,

Troubleshooting)Implementation Bundle: Impl., Assurance, Training

• Sales– Decreased Sales Bookings: Uplift for Sales Reps– Reduced Sales Quotas

• Services– Reducing the number of PS Clients: Strategic focus on client

segments– Riverbed getting out of the PS Business: Lifecycle strategy for

strategic clients

Address Internal FUD with Partner Services

Contact Information

David SwansonDirector, Global Channel Professional Servicesdavid.swanson@riverbed.com(913)461-3283

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Consistency – Cadence - Discipline

2016 Channel Strategy supporting the 4 Transitions

Joint Riverbed & Partner Engagement • Account Planning• Territory Planning• Business Plan

• Managed Services• Embedded Solutions

& Services • Packaged Services

• Internal & External Systems, Tools & Enablement

• Partner Rewards

Managing Accounts w/Partner

Embedded Solutions &

Services

Repeatable Revenue – C

Space

Leverage the Power of the Channel - Riverbed

Channel Ready

Strategy

Goals

• Partner Services Economy

• Drive Demand, Deliver Services & Build Customer

• Focus on strategic Partners

Service Enablement / Consulting Partners

Copyright 2014 Riverbed Inc. Confidential.30

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