Partner Relationship Management

Partner Relationship Management (PRM) enables enterprises to onboard channel partners, manage ongoing partner relationships, and collaborate with partners on sales opportunities, orders, and quotes.

PRM overview

PRM extends the Sales CRM portfolio to support indirect sales, where partners sell and support customers on behalf of the enterprise. It provides the data model, workspace tools, and sales capabilities that enterprise teams and channel partners need to manage the full partner lifecycle, from onboarding through deal execution.

The partner workspace, built on the CSM Configurable Workspace, gives enterprise teams a central place to create and manage channel partner records, view partner cases and activity, and manage partner programs and program relationships. Channel partners can manage opportunities, generate quotes, and submit orders through partner-facing versions of the Sales CRM sales tools, using the same platform data model as the rest of the CRM portfolio.

Segment Management works alongside PRM to group partners into segments that reflect their tier, specialization, or market focus. Segments can be linked to partner programs, allowing the enterprise to tailor program benefits and requirements to specific partner categories at scale.

Core entities

The following entities are the foundation of PRM.

Table 1. PRM entities

Entity	What it represents	How it is used
Channel partner	An external organization that sells or supports products on behalf of the enterprise.	Channel partner records capture all information related to a specific partner, their programs, cases, and relationships. Enterprise teams and partner managers work from these records in the partner workspace.
Partner program	A structured program that defines the terms under which channel partners engage with the enterprise.	Organizes partners into tiers or categories based on their relationship with the enterprise, including specific benefits, requirements, and deal registration rules.
Partner program relationship	The association between a channel partner and a partner program.	Establishes which programs a partner participates in and governs the terms of that participation.
Deal registration	A formal record submitted by a channel partner to claim exclusive rights to pursue a specific customer opportunity.	Gives partners a transparent, structured way to register deals and convert them to opportunities, tracked through the CRM system.

Partner workspace and sales capabilities

The partner workspace provides enterprise teams with tools to create and manage channel partner records, view partner cases and activity, manage partner programs, and establish program relationships. Because the partner workspace is built on the CSM Configurable Workspace, it shares the same configuration framework and data model as the rest of the CRM portfolio.

PRM also extends the Sales CRM lead-to-cash process to indirect sales channels. Channel partners can manage opportunities, generate quotes, and submit orders through partner-facing versions of the Sales CRM sales tools. Deal registration gives partners a structured way to claim exclusive rights to a customer opportunity and convert registered deals into opportunities tracked through the CRM system.

Segment Management

Segment Management groups partners into segments or categories that reflect their tier, specialization, or market focus. Segments can be linked to partner programs, allowing the enterprise to tailor program benefits and requirements to specific partner categories at scale. This enables consistent program governance across large and complex partner ecosystems without managing each partner relationship individually.

Partner Relationship Management benefits

PRM provides benefits to internal users across an organization.

• Enhances partner experience: Support partner onboarding and life cycle management to provide an improved interaction system between channel partners and enterprises. This increases partner satisfaction and reduces onboarding time.
• Increase sales and revenue: Streamline and improve collaboration between enterprises and their partners to increase partner sales and performance to enable higher partner-initiated revenue and efficient deal conversion rates.
• Increase operational efficiency: Provide visibility into the partner ecosystem and enable partners to achieve their business goal to decrease manual intervention and increase partner self-service.

Use cases

Technology reseller: structured partner support

ABC Systems, a global technology reseller and implementation channel partner for XYZ Solutions, operates across North America with hundreds of active customer engagements. ABC's consulting and delivery teams frequently encounter challenges requiring direct support from XYZ, such as clarification on licensing models or product configurations. Without a structured servicing and collaboration system, partners experience delays, inefficiencies, and friction that impact both partner satisfaction and business outcomes.

With the Partner Relationship Management solution, ABC can submit and manage support cases through the Partner Portal, benefit from a role-based experience where channel partner managers and associates can independently raise cases and monitor status, gain visibility into program participation and support activities through personalized dashboards, and use the unified partner data model to confirm that entitlements and participation in XYZ's partner programs are accurately tracked and easily accessible.

With the Partner Relationship Management solution, XYZ can view and fulfill cases raised by ABC in a centralized workspace, route assignments to the appropriate support agents, and track channel partner engagement levels within ABC via real-time dashboards. By streamlining support and collaboration through PRM, ABC reduces its resolution time, improves internal efficiency, and strengthens its partnership with XYZ.

Related topics

• Configure Partner Relationship Management
• Partner Workspace
• Deal Registration
• Configure Segment Management