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 - Customer Success without Usage Data - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Talend, AppDynamics, and Puppet Labs.

1. Customer Success without
Usage Data
Nello Franco, Talend Hatim Shafique, AppDynamics
Holly Files, Puppet Labs

2. Nello Franco
Talend lets organizations unlock all of their data, including
historical, live, and emerging data. Through native support
of the modern big data platforms, Talend’s zero footprint
solution takes the complexity out of integration and
equips IT to be more responsive to the demands of the
business, at a predictable cost.
VP, Global Client Success
Talend
http://blog.nellofranco.com
@nfranco

3. Usage Data: Only A Small Part of the Bigger Picture
• It’s not just about the data, it’s about what you do with the data
• Generic usage data can be a trailing indicator of health
• Forum Activity, Support History, Escalations, Marketing Automation,
Transaction History, Services Engagements, Upgrade/Version
History
• Forensic Win/Loss Analysis
• Region, product, reason

4. Customer Engagement
• Structured Engagement Models (and their
triggers) provide visibility into customer
health as well as opportunity for dialog and
discovery
• http://blog.nellofranco.com/2014/01/27/the-
customer-engagement-model/
• Customer Success isn’t just about
understanding your customers, it’s about
leading them on a path to success

5. Three Questions
• How are you measuring success?
• Are you successful by those measures?
• What is your experience with us along the way?
…well you have to know these things when you’re in
Customer Success, you know

6. Holly Files
Holly Files has spent her career building and growing
customer-facing organizations. With over 25 years in the
enterprise software space, providing operational and services
leadership in helping fast-growth businesses to create both
scalable organizations and customers who become raving
fans. Her experience includes executive roles at WebTrends,
NetIQ, ParcPlace and Epicor as well as being a 3x co-founder
of technology companies.
At Puppet Labs, the leader in configuration management
automation, she is focused on accelerating time to value for
their customers.
SVP, Customer Success
Puppet Labs

7. Who & What is Customer Success @ Puppet

8. Building customer success at Puppet Labs
So?
• Leveraging a passionate community
• Focus on solutions that drive to customer value
• Developed a hypothesis…executing…evaluating…iterating
The Challenge
• Customers need quicker time to value
• Customer shifting from ‘early adopter’ to ‘early majority’
• Our approches grew organically without formal data to measure outcomes

9. So no data???
• Talk to the customer
• Trust your instinct
• Use an intentional constructed
approach to ‘continous
improvement’

10. Q & A