The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Scale Customer Success to Millions of Users - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from LinkedIn, Dropbox, Salesforce.com
How to Scale Customer Success to Millions of Users
1. How to Scale Customer
Success to Millions of Users
2. Dan Shapero
LinkedIn connects the world’s professionals to make
them more productive and successful. With over 300
million members worldwide, including executives from
every Fortune 500 company, LinkedIn is the world’s
largest professional network on the Internet.
Vice President
Talent Solutions &
Insights
6. Jon Perera
Adobe is the global leader in digital marketing and digital
media solutions. Our tools and services allow our
customers to reliably exchange the world’s documents for
universal access, review, and approval.
Vice President
Adobe EchoSign
@jon_perera
7. Why e-Signatures?
86% Savings in document costs
90% Decrease in time needed to get business contracts
signed
67% U.S. based attorneys agree that paper-based
contracts are prone to defacing
Source: Adobe Research, 2013-14
8. What is Adobe EchoSign?
Identity
Workflow
Document Processing
Document Management
Cloud-Based eSignature Service
14. Desk.com: Customer Success Out-of-the-Box
Social
Support
Case
Management
Self-
Service
Mobile
Access
Simple
Setup
Knowledge
Base
Multilingual
Support
Business
Insights
Fast, Awesome
Customer Service
Internal innovator, I build companies within companies
I’ve been with Salesforce with 7 years – clearly I like what they’re all about
I’ve had a lot of experience working with startups and as part of the biggest startups within SFDC – AppExchange and Desk.com
Now, I run Desk.com
Desk.com is an all in one customer service application for fast-growing companies
I used to run the App Exchange
AppExchange is the world’s largest business apps marketplace
So what are the lessons I learned in operating in startups within one of the world’s largest cloud software companies?
We make decisions with this customer success in mind - its our #1 priority and guiding light.
If you focus on this, success comes secret sauce of Salesforce
Salesforce built itself on the success of its customers
I share this philosophy and have applied it to every aspect of my work life here
Not just in the customer stories we tell, but we are also maniacally focused on building the best solutions and providing the best support to help our customers succeed
And we have the awards to prove it:
Forbes Most Innovative company 3x in a row (leading business solutions)
Leader in Gartner MQ for Customer Engagement Center (#1 technology for helping companies engage with customers)
Named Service Leader by CRM Magazine (Leading the next gen of service-obsesses companies)
Desk.com embodies customer success by providing a complete out of the box solution to help them make their customers successful.
We are committed to fast, awesome customer service for all of our customers.
Our Ultimate goal is the success of our customer’s customers - embrace philosophy of your success is our success
Tell the Desk Story
What Desk does
At Desk.com we’re a family – strong sense of culture and feeling of comraderie, because we’re all obsessed with our customers.
We don’t just talk the talk – we walk the walk.
Desk believes that everyone is involved in making the customer successful – everyone goes through WOW bootcamp
We all know how to support our customers and we use Desk.com every day!!
Ultimate goal is the success of our customer’s customers – we’re passing on our philosophy
Have to hire the right people to make that happen
Tie it back – the way you ensure that your internal departmental goals are in line with company wide goals is by surrounding yourself with the people that share your priorities and culture
Company’s definition of success is all about culture – what’s motivated the people in your company to be there
Choose the leaders that share your philosophy, that speak the same language
Same language ensures that internal success is external success – sharing a common goal