Customer Premier Success Plans

Premier Success Plans helps customers maximize their Salesforce investment. Premier customers get exclusive access to Salesforce certified experts, success programs, and enhanced support and training to ensure their success with Salesforce. Our Premier Success Plan customers report 80% higher ROI compared to our standard success plan customers.

What is Premier Success?

  • Proactive programs and resources to drive success for your customers
  • Unlimited interactive, role-based online training
  • 24/7 global phone support with fast response times

Why is Premier so important for my customers & me as a Partner?

Premier Success plans drives customer success. Consider how you, as the trusted Partner, can integrate the services delivered by Premier into your service delivery model for customers. This can help augment your post-sale services and have your teams focused on the higher value activities for your customers (i.e. minor enhancements and change projects). 

Pricing Overview: 

  • Premier Success = 20% of net spend on 
  • Professional & Enterprise Editions 
  • Premier+ Success (a la carte) = 30% of net spend on Professional & Enterprise Editions 
  • Premier+ Success is included with Unlimited & Performance Editions 
  • Premier should co-term with the license contract and be included on all licenses

Questions? 
Connect with us on the "Salesforce Premier Success" Collaboration group in the Partner Community.

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  • As a Salesforce partner, you are able to integrate the services delivered by Premier Success into your deliver model for customers
  • Think about how you can integrate Premier into your existing post-sale solution offering and sell the offerings together as an end-to-end solution

Pricing, Value & Terms 

Q: My customer wants to trial Premier Success only for a few months?
A: Premier Success intends to assist customers during their entire lifecycle with Salesforce. Their Premier Success contract should coincide with their license contract. Premier Success is not just for when a problem occurs, or during the customers implementation. Premier Success offers ongoing value in the form of Salesforce release updates, unlimited online training, customizable training templates, best practices, and expert advice – all useful to get the most out of Salesforce no matter what phase of the customer lifecycle. 

Q: My customer doesn’t need certain features of the Premier Success Plan, for instance Support, as I the Partner will be delivering it. Can’t we just remove it and reduce the cost?
A: No. Premier Success has been designed to provide a unique combination of success programs, 24x7 global support and unlimited online training to help maximize the ROI on our customers Salesforce investment. Instead, consider how you as the trusted Partner can integrate the services delivered by Premier into your service delivery model. This can help augment your post-sale services and have your teams focused on the higher value activities for your customers (i.e. minor enhancements and change projects). 

This is with the exception of our AppExchange Partner (ISV) or OEM Resellers who are expected to provide Tier 1 & 2 support services as set out in the Reseller Agreement. 

Q: What is the minimum contract term required for Premier Success Plans?
A: The minimum contract term is 12 months and subscription should be co-terminus with a customer's license contract. For example, a 3-year license contract for Salesforce CRM should have a 3-year Premier Success Plan contract. 

Q: Can the customer purchase just one Premier Success license for the Admin or for our team? 
A: No, Premier Success is a 1:1 license match and therefore cannot be purchased only for a subset of users within an organization. As described above Premier Success is designed to service the entire organization, not just a single user. Only then can our customers realize tangible benefits from their investment.

Product Related

Q: When would a customer qualify for a Salesforce designated Success Representative? 
A: The Premier Success Plan and Premier+ Success Plan include an assigned Success Representative if (i) Customer has in effect Unlimited Edition or Performance Edition User subscriptions with an annual value of at least $1 million or (ii) the total annual fee for Customer’s Success Plan subscriptions equals or exceeds US$100,000.

Q: What are customers entitled to if they do not qualify for a Salesforce designated Success Representative?
A: We encourage all customers to participate in our scalable success programs. Success programs include unlimited access to our Premier webinars, communities and content all aimed at accelerating our customer’s success journey and to help build capabilities to innovate and transform their business.

Q: What is the role of Success Managers, and how can they work with us as the Partner? 
A: The role of the Success Representative is to help Customers with Salesforce product adoption, including reviewing Salesforce usage metrics, sharing Salesforce best practice advice and guidance related to Customer’s Salesforce deployment, and helping to escalate technical issues as necessary. 

Whilst Success Managers impart best practice advice and recommendations, we rely on the customer or more suitably you as the Partner to scope, prioritize and implement enhancements and innovations to realize continuous business value.

Q: We offer our customers training as part of their implementation project, why should they pay to get it with Premier Success? 
A: Implementation is a one-time event. Premier Success gives our customers the flexibility to train users and project teams on processes, new releases and enhancements over time. Salesforce.com has 3 releases per year, and the Premier Success online catalog is updated regularly to reflect these changes. 

Consider including Premier introductory course titles into your training plan as a prerequisite for more formalized training. Premier also offers customizable training templates which we encourage you to leverage for customers with customized instances of Salesforce.

Q: What does the Developer Support entail? What is/isn’t included?
A: For our customers who are building applications on the Salesforce platform, Premier offers developer support where we will review up to 200 lines of code for salesforce-related error messages and performance issues. The development of code is still the responsibility of the customer or you as the nominated Partner. Many of our Partners lean on Premier Developer Support throughout implementation and beyond for best practice and governance advice. 

Partner Specific

Q: As an AppExchange Partner (ISV) or OEM Reseller, am I able to position Premier Success services in lieu of or alongside my support services?
A: No, as per the terms set out in the reseller agreement, Resellers are required to provide users with support for the service at a level materially comparable to the support provided by SFDC to its own direct customers as described in the SFDC Standard Success Plan description.  

Our Consulting partners are encouraged to learn about Premier Success and how best position post-sale services to complement it. 

Q: As a Partner enrolled in the Partner Program for Consulting Partners, can I earn referral fees for generating Premier Success leads and customer referrals?
A: No. However, there are a host of other benefits of positioning Premier in every deal. There is the opportunity to capitalize on future consulting revenue through using Premier to augment your own managed services practice.