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7 Tips & Tricks to Having Happy Customers at Scale

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Customer expectations are at an all-time high, making it more and more difficult for companies to please them. Companies who understand their customers well are the ones who rise to the top over their competitors. New Relic, provider of real-time insights for software-driven businesses has this formula figured out. Roger Scott, New Relic's EVP and Chief Customer Officer shares his 7 tips and tricks for keeping your customers happy— and how to do so at a large scale.

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7 Tips & Tricks to Having Happy Customers at Scale

  1. 1. 7 tips and tricks to having happy customers at scale Roger Scott EVP and Chief Customer Officer, New Relic
  2. 2. Our vision: create a more perfect internet.
  3. 3. ©2008–19 New Relic, Inc. All rights reserved 14,000+ Disruptors 2,000+ Global Enterprises New Relic Partners with Modern Teams Delivering the real-time insights that software-driven businesses need to innovate faster. 3 NEWR NYSE – 2014 50% Fortune 100 2B+ Scale: Events & metrics per minute
  4. 4. Subject matter
  5. 5. Mindfulness
  6. 6. Intimacy & trust
  7. 7. Sales Marketing Services Pre - 1995 Who informs the buyer today? “When the product is a service, everything else is too” Source: The State of Expand Selling - TSIA, 2018
  8. 8. 7 tips and tricks to having happy customers at scale Team Slow Down Journey Customer Health Vision Lifelong Advocates Trust
  9. 9. 1. Build your team with an eye toward the future.
  10. 10. 2. Develop a joint vision of success.
  11. 11. 3. Slow down to go fast.
  12. 12. 4. Define the customer journeys.
  13. 13. 5. Create a customer health discipline.
  14. 14. 6. Develop lifelong customer advocates.
  15. 15. 7. Establish trust above all else.
  16. 16. Ubuntu We are because they are @saffainsf
  17. 17. Thank you