View
117
Download
4
Category
Tags:
Preview:
DESCRIPTION
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
Citation preview
How to Drive Customer Success Across Your
Company
Phil FernandezMarketo Dave Goldberg
SurveyMonkey
Peter GassnerVeeva Systems
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
It Starts With...
Customer Passion
And so Customer Success is...
Everyone’s Job
If it‘s Everyone‘s Job, it‘s also...
No One's Job?
Customer Success needs a home...
A First-Class Customer Success
Organization
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
• 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
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
Peter Gassner
Veeva Systems
CEO
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
• 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
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
Q & A
Recommended