Channel Conflict Resolution Guide

CONFLICT PREVENTION

Rules of Engagement

CHANNEL RULES OF ENGAGEMENT

DEAL REGISTRATION RULES:
☐ First valid registration wins
☐ Registration within 24 hours of discovery
☐ Minimum information required
☐ Active engagement required

TERRITORY RULES:
☐ Geographic boundaries defined
☐ Named account assignments
☐ Industry specializations
☐ No poaching policies

DIRECT VS. PARTNER:
☐ Partner-registered = partner deal
☐ Direct-engaged = direct deal
☐ Disputed = management decision
☐ Strategic accounts = case-by-case

PARTNER-TO-PARTNER:
☐ First registration wins
☐ Active engagement required
☐ No cross-registration
☐ Territory respect

Engagement Matrix

Scenario	Decision	Rationale
Partner reg first	Partner	First registration
Direct engaged first	Direct	Established relationship
Both claim	Review	Activity analysis
No registration	Direct option	No protection

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CONFLICT RESOLUTION

Resolution Process

CONFLICT RESOLUTION PROCESS

STEP 1 - IDENTIFICATION:
☐ Conflict reported
☐ Both parties notified
☐ Information gathered
☐ Timeline established

STEP 2 - ANALYSIS:
☐ Registration review
☐ Activity history
☐ Customer input (if appropriate)
☐ Relationship assessment

STEP 3 - DECISION:
☐ Criteria applied
☐ Decision documented
☐ Both parties informed
☐ CRM updated

STEP 4 - APPEAL (if requested):
☐ Appeal submitted (5 days)
☐ Senior review
☐ Final decision
☐ Communication

DECISION CRITERIA:
1. First valid registration (40%)
2. Active engagement proof (30%)
3. Customer relationship (20%)
4. Deal progress (10%)

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CONFLICT TYPES

Resolution by Conflict Type

CONFLICT TYPE RESOLUTIONS

PARTNER-TO-PARTNER:
☐ First registration priority
☐ Activity evidence reviewed
☐ Split consideration (rare)
☐ Future territory clarity

PARTNER-TO-DIRECT:
☐ Registration checked first
☐ Direct engagement history
☐ Customer preference (if known)
☐ Strategic value assessment

REGISTRATION DISPUTES:
☐ Timestamp verification
☐ Completeness check
☐ Activity requirement
☐ Extension disputes

OUTCOMES:
☐ Partner A wins
☐ Partner B wins
☐ Direct wins
☐ Split deal (rare)
☐ Customer decides

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