By Kris Blackmon, Chief Channel Officer, JS Group
There are benefits to using only an in-house, direct sales team. Your organization gets to keep all of its margin, control the brand message, closely supervise customer service and directly communicate with the end customer. But it’s difficult to quickly scale a technology company using only direct sales, particularly with low-cost products and services that may not support the cost of a full-time direct sales force. In situations like these, companies turn to one of the fastest ways to grow: the indirect sales channel.
Indirect sales involves a third-party partner that sells, in some form or fashion, on behalf of the vendor organization. These partners supplement or, in some cases, replace a direct sales team. Leveraging the existing relationships that partners have created and maintained over years, vendors can quickly reach a much broader customer base and focus efforts on highly-specific target markets. For entrepreneurs in the business technology sector looking to quickly grow, gain a foothold in certain customer segments or increase speed-to-market, indirect sales is a very viable option.
“Stop staring at the bottom line, and start thinking about your products and services. Your opportunity is to look at everything and see how you can make dollars and cents out of it,” said Juan Fernandez, VP managed services at ImageNet Consulting.
He suggests executives evaluate the ROI of their direct sales motion: What are your current efforts? How are you compensating people? What does your go-to-market look like? What are your total overall sales? How has that total trended year-over-year? Have profit margins increased or decreased? How are competitors realizing success that you’re not realizing?
“You’ll start to see a shift in routes to market when you answer these questions,” Fernandez said. “If your close rate, for example, is low, then you absolutely have to consider rethinking what you’re doing. If you’ve got service metrics that are showing you have a 10% or higher loss of first-call resolution or a 20% loss in customer satisfaction, that’s a bad place to be. Indirect has to be a consideration, because [most types of partners] can maintain those KPIs.”
Creating an indirect sales motion is a complex undertaking with even more moving parts than a direct sales organization. It requires specialized knowledge, systems, processes and workflows — which, if not handled strategically, could hamstring both sides of your sales efforts.
Before you can even begin the in-depth process of creating an indirect sales channel, you must have a solid understanding of its nuances far beyond what we can provide here. However, we’ll give a broad overview of the knowledge base entrepreneurs must acquire to successfully go indirect.
Channel partners come in many shapes and sizes, each with their own cost and sales structures. There are dozens of types of channel partners. Some of the most common:
Each of these partner types uses one of three basic sales motions: sell-with, sell-to or sell-through. Which process and partner type you choose is dependent on how much of the sale and billing process you want to control.
Before creating any indirect sales channel, answer baseline questions about your business objectives and the best strategy for your scaling and growth efforts.
“Always start at the top: Does indirect even make sense to me?” said Fernandez. “Channel is an all-or-nothing kind of play. You can’t do it halfway.”
And while that’s true in the steady state, it’s perfectly reasonable to test the waters. If your product takes some skill to set up and third parties do that work, you might offer a commission to some of the best if they bring in new customers, or encourage customers to use premium features or versions of your product. Working with the right vertical industry experts can open up new markets while giving expert partners additional cache if they’re certified to resell and implement your product.
An indirect sales channel can majorly boost your existing scaling efforts, but first, you need to pinpoint which kind of scale you’re going for. Possibilities include:
“Whenever we acquire a new customer and teach them the benefits of an indirect play, we talk about additional leads, a quicker route to market and conversations with new logos that we shouldn’t have normally had access to previously,” said Fernandez.
Perhaps you’re looking to expand into manufacturing or healthcare, or you want to focus on small businesses with specific technology needs. Whatever the case, there are partners that specialize in these specific fields. Finding partners with the correct expertise and relationships will go a long way.
The two-tier distribution model — in which you sell to a distributor that then sells to the partner — is the most expensive indirect sales path, but it’s often an easier route to identifying the right partner. To reduce costs, consider cloud marketplaces as an alternative to distribution, particularly for SaaS providers — just be prepared to handle more support functions like marketing or sales enablement, training or billing yourself.
Don’t just consider commissions or discounts when evaluating the cost of your channel. You should also invest in areas like sales enablement, marketing development funds and training, which will vary across partner types. Then consider the ROI on each partner type:
Cost of channels is not always what it seems.
Don’t assume that your direct sales team will have interest in supporting an indirect sales function. Just like any other organizational imperative, creating a channel requires strategy, investment and a clear set of business objectives. This means you have to think about which additional internal resources might be needed to support your channel motion.
“You have to create a strategic plan around how you’re going to get that piece done,” said Fernandez. “How are you going to demonstrate a success strategy for your internal teams, if you’re even going to keep them? What’s the new playbook going to look like? What are the interactions between indirect and direct? Do the partners have KPIs we can actually track within our sales system?”
Basic Elements of a Channel Program
Now that you know the basic direction you’ll take with your indirect sales channel, it’s time to turn your focus on the details of the program itself. There is a slew of nuanced detail that you’ll need to provide to both partners and your internal organization. Some of the most essential:
Channel program office: As mentioned, an indirect program requires a channel account management team and training.
“It’s not just managing the sales motions, the partner enablement and the marketing to the customer at the partner level,” said Fernandez. “It’s managing customer success.”
Just like a direct team, your indirect program requires you to set quotas and targets. Identify a few “must-win” prospective partners, followed by a “farm team” of several dozen good prospects that fit your target markets and use cases.
This is a “rearview mirror” KPI that has little to do with ongoing success. Make sure you’re analyzing things like how frequently they bring you into a sale or how recent their latest transaction was. Don’t just look at this month’s or quarter’s sales. Do you have a solid pipeline that points to long-term revenue?
Do you have an adequate number of partners focused on the geographies, markets and customer segments you’re going after?
If you’re relying on BSOs for implementation in key vertical markets, consider tying incentives to both revenue and depth of features implemented. The more completely customers implement and rely on all facets of your offerings, the harder it will be for them to consider competing products. That can be worth a lot.
If MSPs are going to include your product as part of their standard offering, they’ll want to see a different set of remote management features than a lone end-user organization would. Features that allow for organization-by-organization management, as well as strong security of each organization's data and usage statistics, are highly desirable. While not a trivial undertaking, creating features that simplify the management of your product across an MSP’s clients will go a long way toward ensuring your MSPs are loyal and happy.
Customer engagement isn’t universally managed, Fernandez said. Look at how your partners are engaging in sales conversations with you, engaging with your content and responding to your phone calls.
“A lot of that data is becoming more and more valuable to us because customer engagement is so much more indicative of success when evaluated alongside customer satisfaction,” he said. “From a long-term perspective, if they’re not engaged, they check out sooner. That impacts your market share, because if the end customer has one bad experience, they’ll leave the brand because you don’t have the relationship — the partner does, and you have little control over the way they view your brand.”
Indirect channels include risks and require heavy investments of time and money. A partner program can reap big benefits, but not if approached haphazardly. When approached systematically and with an eye always on measurable KPIs, organizations can create an indirect salesforce and manage it through to profit.
“We’re trying to figure out how to make the channel a machine where you put $0.25 in and $1 comes out,” said Fernandez. “That has everything to do with data and ensuring that every point of interaction becomes a tick mark on the KPI landscape.”