How do I access and use the VMware Partner Success Tool?
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How do I access and use the VMware Partner Success Tool?

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Article ID: 301118

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VMware

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VMware Validated Designs - Certified Partner Architecture (VVD-CPA)

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Partner Success Tool Instructional Guide

 For use with the Partner-Led Customer Success (PLCS) Program

Customer Success involves a proactive approach to understanding and meeting the needs of customers throughout the entire VMware lifecycle. As we look to scale these engagements, partners are critical to helping customers realize even more value from VMware solutions.

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As such, VMware continues to invest in our partner community, supporting the path to Partner-Led Customer Success by enabling our partners with the right tools and assets to successfully lead customers through the multi-cloud journey.

A Customer Success Plan is a document or framework that outlines the specific actions and strategies that you, as a partner, will follow to ensure your customers are successful in using specific products and services. The plan includes goals and objectives, along with a timeline and specific steps to be taken to achieve those goals. The purpose of a Customer Success Plan is to build long-term relationships with your customers by providing value and helping them achieve their desired outcomes.
VMware is providing you with a new tool, Partner Success, that contains a template of a VMware Customer Success Plan. The tool includes pre-defined Success Pathways that are outcome-focused and will align to your customer’s chosen products and specific use cases. The Partner Success tool will enable you to collaborate with your customer on a plan that meets their needs, leads to value realization and supports opportunities for solution expansion or extension. Entering plans in the Partner Success Tool is required for Partner-Led Customer Success incentives.
Below you will find detailed instructions on how to enter a Customer Success Plan within the Partner Success Tool.

  1. Partner Success Home

Once logged in to the Partner Success Tool, you will be taken to the Home page, where you will see the Partner-Led Customer Success widget that shows the customers in which you are leading Customer Success activities as shown in Figure 2 below. If you do not see your customer in that list, please contact [email protected] as indicated by the message at the top of the widget.

  1. Login

You will be able to access Partner Success by going to the URL –
https://customerconnect.vmware.com/partner-success/ and logging in with your Customer Connect credentials. If you do not have a Customer Connect account or credentials, select “Sign up now” to request access as shown in Figure 1 below.

Fig 1: 

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2. Partner Success Home

Once logged in to the Partner Success Tool, you will be taken to the Home page, where you will see the Partner-Led Customer Success widget that shows the customers in which you are leading Customer Success activities as shown in Figure 2 below. If you do not see your customer in that list, please contact [email protected] as indicated by the message at the top of the widget.


Fig 2: 

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3. Success Plan Builder

From here, you can either view the Success Plan if one exists already for the customer or create a Success Plan if one does not exist.


Fig 3: 

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By selecting Create Success Plan, you will be taken to the Success Plan Builder as shown below in Figure 4.

Fig 4: 

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3.1 Strategic Goal – Enter a Strategic Goal for your customer based on the business drivers and goals outlined by your customer. Guidance on how to create a good Strategic Goal is defined on the screen as shown in Figure 4 above. Once entered, you will be able to click on the ‘Get Started’ button to move to the next step

3.2 Select Success Pathways – In this step, you will be presented with three Success Pathway options – Outcomes, Products and Use Cases as shown in Figure 5. Success Pathways are pre-defined steps that your customer may take to achieve a desired outcome or use case.

Fig 5: 


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3.2.1 Outcomes – If you select Outcomes, as shown in Figure 6, it will take you to the next step which shows 13 different outcomes that you can choose from based on priorities outlined by your customer.

Fig 6

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3.2.2 Products – If you select Products, it will advance you to the next page which displays various VMware products and solutions that you can choose from based on your customer opportunity as depicted in Figure 7.

Fig 7:
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3.2.3 Use Case – If you select Use Case you will be advanced to the next page which displays various Use Case options grouped by Product as shown in Figure 8. Choose the appropriate Use Case that aligns with your customer’s specific opportunity.

Fig 8: 
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3.2.4 Add Success Pathways to the Success Plan – Based on the Outcomes, Product, or Use Case selections above, you will be shown a filtered list of Success Pathways that you can add to your Success Plan as shown below in Figure 9. Success Pathways, once added to the Success Plan, become objectives within the Plan. 

Fig 9:
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You can preview the contents within the Objective by selecting “View Full Objective as it will appear in the Success Plan” as shown below in Figure 10

Fig 10: 
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Viewing the Full Objective displays the tasks contained within each Success Pathway as depicted in Figure 11 below.

Fig 11:

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You can add a Success Pathway to the Success Plan by selecting “Add Pathway To Plan”. The tool will display a button that says ‘Added’. To remove a Success Pathway, hover over the “Added” button and it will change to “Remove” as shown in Figures 12 and 13 below.

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Fig 13: 

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3.3 Finalize Success Plan – Once you select continue, you now have the option of either adding more Success Pathways or finalizing the Success Plan as shown in Figure 14 below. Adding more Success Pathways will take you back to the Success Plan Builder as described above.

Fig 14: 

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If you do not intend to add more Success Pathways, select “Finalize Success Plan Details” to allow you to update the strategic goal, change the priority of the objectives, assign an owner and a due date. You can also remove objectives from the Success Plan at this time, if required. Once you have updated these details, you can click on “Publish Success Plan” as depicted in Figure 15.

Fig 15: 

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4. Published Success Plan – Once the Success Plan has been published, you will be able to view the Objectives and Tasks in the plan and all the meta data within the tasks. You will be able to download the Success Plan to a PDF and initiate the update of the Success Plan as needed.

4.1. View Accelerators – Click on “View Success Resources” as shown below in Figure 16 to see the Accelerators associated with that task as shown below in Figure 17. Accelerators are helpful links
and stored documents that will guide you on how to accomplish that specific task within the Success Plan.

Fig 16: 

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Fig 17
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4.2 Updating Task
– You can also update task meta data like Owner, Start Date and Due Date as shown in Figure 18 below.

Fig 18: 

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4.3: Completing a Task – You can mark a Task as complete within the Success Plan to track the customers progress as shown in Figure 19 below.
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Exporting the Success Plan – You can export the Success Plan into a PDF to share with the VMware Partner team or your customer. You will have the option of what content you want to export within the Success Plan as shown in Figure 20 below: 

Fig 20: 
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The exported Success Plan will show per the below. See Figure 21.

Fig 21: 
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    1. Updating a Success Plan – To update a Success Plan, select “Update Success Plan” as shown in Figure 22 and 23 below which will take you back to the Success Plan Builder flow covered above.
Fig 22: 

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Fig 23: 
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