Raving FansABM Style

@adamwaid

Adam WaidDirector of Customer Success

Adam WaidDirector, Customer Success - Pardot

@AdamWaid

Raving Fans

Develop: Vision, values and strategy.

Focus: on the right accounts

Reward: customer-obsessed behaviors

The Pardot Way

1

2

3

@AdamWaid

Vision, values and strategy.

@AdamWaid

V2MOM

@AdamWaid

Success Growth RetentionEFL

Increase Adoptionby focusing on the right accounts

@AdamWaid

Proactive Outreach

Scaleable success

Focus on accounts in need

Drive adoption

FY17 Success Team: Customer Engagement RateAlmost 90% of Pardot customers touched by team in FY17

Unique Accounts Touched

Total 1:Many Attendees

Higher Renewal Rate

4k 16k 13% increase

1:Many Programs

57% of accounts 250% increase YoY

Upsellopportunities

Six figures

Customer-obsessed behaviors

@AdamWaid

Customer Success is our Success

Identify “Success Stories”

Incentivize Customer Stories (internally and externally)

Recognize customer-obsessed individuals

#PardotLovesMe

@AdamWaid

Develop. Focus. Reward. Keys to Raving Fans

@AdamWaid

“Pardot’s users consistently commend the Product. Enterprise users recognized the tool as a stand-out product to be used by marketing teams. It received the highest average score for ease of use, quality of support, and meets requirements in marketing automation (enterprise).”

Marty Duffy Director of Research, G2 Crowd Source

G2 Crowd WinnerBest Software 2017 List

Thank Y u@AdamWaid