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How to Scale Customer
Success to Millions of Users
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
How to Scale Customer Success to Millions of Users
How to Scale Customer Success to Millions of Users
How to Scale Customer Success to Millions of Users
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
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
What is Adobe EchoSign?
Identity
Workflow
Document Processing
Document Management
Cloud-Based eSignature Service
Our Customers
• 24M users worldwide
• 47,000 new users/day
• 3M transactions/month
• > 30,000 organizations
Lessons Learned
• End to end customer experience is key
• Core systems: build for the future
• Align talent with maturity of business
@jon_perera
Ross Piper
VP Enterprise Strategy
Leyla Seka, Intrapreneur
SVP & GM, Desk.com
int-ra-pre-neur-ship (n):
Implementation of start-up practices within a large
organization, producing valued innovation
Customer Success: Salesforce.com’s #1 Value
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
WOW Customers with Whole Company Support
Right People, Right Role, Right Goals
Q & A

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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
  • 9. Our Customers • 24M users worldwide • 47,000 new users/day • 3M transactions/month • > 30,000 organizations
  • 10. Lessons Learned • End to end customer experience is key • Core systems: build for the future • Align talent with maturity of business @jon_perera
  • 12. Leyla Seka, Intrapreneur SVP & GM, Desk.com int-ra-pre-neur-ship (n): Implementation of start-up practices within a large organization, producing valued innovation
  • 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
  • 15. WOW Customers with Whole Company Support
  • 16. Right People, Right Role, Right Goals
  • 17. Q & A

Notas del editor

  1. 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?
  2. 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)
  3. 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
  4. 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
  5. 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