how to drive customer success across your company

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How to Drive Customer Success Across Your Company Phil Fernandez Marketo Dave Goldberg SurveyMonkey Peter Gassner Veeva Systems

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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 Drive Customer Success Across Your Company - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Marketo, SurveyMonkey, Veeva Systems

TRANSCRIPT

Page 1: How to Drive Customer Success Across Your Company

How to Drive Customer Success Across Your

Company

Phil FernandezMarketo Dave Goldberg

SurveyMonkey

Peter GassnerVeeva Systems

Page 2: How to Drive Customer Success Across Your Company

Phil FernandezMarketo, Inc.

Marketo is the leading provider of marketing software for

companies of all sizes to build and sustain customer relationships.

Spanning today's digital, social, mobile and offline channels,

Marketo’s software help marketers tackle all aspects of digital

marketing.

Chairman & CEO, Marketo

Page 3: How to Drive Customer Success Across Your Company

It Starts With...

Customer Passion

Page 4: How to Drive Customer Success Across Your Company

And so Customer Success is...

Everyone’s Job

Page 5: How to Drive Customer Success Across Your Company

If it‘s Everyone‘s Job, it‘s also...

No One's Job?

Page 6: How to Drive Customer Success Across Your Company

Customer Success needs a home...

A First-Class Customer Success

Organization

Page 7: How to Drive Customer Success Across Your Company

Dave GoldbergSurveyMonkey

Dave joined SurveyMonkey in April 2009. He has been a successful entrepreneur, venture capitalist, and technology and music industry executive. He has run, and successfully grown, several online consumer businesses.

Dave also serves on the Board of Directors at Dashbox, Graham Holdings Co. (formerly The Washington Post Co.) and the non-profit New Schools Venture Fund.

CEO, SurveyMonkey

Page 8: How to Drive Customer Success Across Your Company

• Before you write anything

down, ask yourself:

• WHY am I asking a question?

• WHAT questions do I need to

ask?

• WHICH measures do I choose?

• HOW should I write the question?

It starts with asking a good question

Page 9: How to Drive Customer Success Across Your Company

Now what do I do?

• Don’t ever ask ask a question

you’re not ready to take

action on

• Ask questions that give you

actionable data so you can act

immediately

• Be prepared to make some

radical shifts based on the

data you receive. Not just the

data you hope to get

• Follow-up on the conversation.

Don’t end it abruptly

Page 10: How to Drive Customer Success Across Your Company

Peter Gassner

Veeva Systems

CEO

Page 11: How to Drive Customer Success Across Your Company

Dave GoldbergSurveyMonkey

Dave joined SurveyMonkey in April 2009. He has been a successful entrepreneur, venture capitalist, and technology and music industry executive. He has run, and successfully grown, several online consumer businesses.

Dave also serves on the Board of Directors at Dashbox, Graham Holdings Co. (formerly The Washington Post Co.) and the non-profit New Schools Venture Fund.

CEO, SurveyMonkey

Page 12: How to Drive Customer Success Across Your Company

• Before you write anything

down, ask yourself:

• WHY am I asking a question?

• WHAT questions do I need to

ask?

• WHICH measures do I choose?

• HOW should I write the question?

It starts with asking a good question

Page 13: How to Drive Customer Success Across Your Company

Now what do I do?

• Don’t ever ask ask a question

you’re not ready to take

action on

• Ask questions that give you

actionable data so you can act

immediately

• Be prepared to make some

radical shifts based on the

data you receive. Not just the

data you hope to get

• Follow-up on the conversation.

Don’t end it abruptly

Page 14: How to Drive Customer Success Across Your Company

Q & A