BoS2015 Art Papas - The Bullhorn Journey to Customer Focus

Art PapasCEO & Founder,

Bullhorn

Bullhorn CRM– 525 Employees, 5 Global Offices– 100% True Cloud– 40%+ Bookings Growth– 70%+ Competitive Win-Rate

Financial Services Consulting CommercialReal Estate Staffing Marketing & PR

5,700+ Customers

Dr. Athena S Papas, DMD, PhDDr. Arthur N Papas, MD

Bullhorn Born

• $835 Million in Cash on Hand• Current Burn: 235K / mo

• Scenario 1:– Funding reasonably assured: Continue with

operating plan• Scenario 2:

– Funding not reasonably assured: Cut costs drastically.

Financial Situation

“You would make such a wonderful doctor”

“What about getting a Masters in Business?”

Leslie McIntyre

President, The McIntyre Group

Bullhorn’s Mission in 2003

To power the desk of every staffing professional worldwide

Mark EldridgeCEO, ALKU

Bob Boudreau

CEO, Winter Wyman

Robin MeePresident, Mee Derby

2004 2005 2006 20070

2

4

6

8

10

12

14

16 Bullhorn Annual Revenue

Bullhorn’s Mission in 2007

To power the desk of every staffing professional worldwideGLOBALDOMINATIO

N

20082009

20102011

20120

10203040506070

CustomerExperience Index

St. Louis

Vancouver

Virginia

San Francisco

Acquisition Spree

Bullhorn Annual Revenue

2009 2010 2011 201210

15

20

25

30

35

40

45

50

Winning

Leslie McIntyre


20092010

20112012

20130

10203040506070 60 58 55

45

26


EmployeeSurvey

>50%

NEGATIVE

This company’s mission inspires me

Core Purpose

HELP BUSINESSES CREATE AN INCREDIBLE CUSTOMER EXPERIENCEWe help businesses achieve extraordinary results by transforming the way people work and interact with customers. We create software that’s both powerful and a pleasure to use and pair it with fantastic customer service.

+5%Employee

Engagement

94%CustomerRetention

+20%Customer Experience

Rally Cry: Create an IncredibleCustomer Experience

Customer Success

Incredible Products &

Service

Incredible Culture

Career Growth Growth

The Incredible Experience Cycle


BrowserSpeed Crashing

Other

NPS Comments

by Category

“We just upgraded to ‘S’ and I love

it!”

“Everything right! Yay!!!”“Best CRM out

there!”“User friendly – intuitive – interactive – good customer service”

“The best CRM I have used in my career”

“Love the enhancements that S Release has provided. Being able to use Chrome makes the software so much faster!”

“10!”

Jane Smith <[email protected]>

Bullhorn Pulse

Effortless, Continuous Data Capture at Massive Scale

“THIS CALL IS BEING

RECORDED”

Cierra CallowayTechnical Support Representative

“Let me say, in case someone is listening to the call, of all the many places we deal with for support, you solve problems faster than any one we’ve worked with. I wish everyone were like you guys.”

75%

80%

85%

90%

95%

100%

Jul-14 Mar-15

CSAT

Amrutha RajivSr. Software Engineer, Bullhorn

Dec-13

Feb-1

4Apr-

14Jun

-14Aug

-14Oct-

14Dec-

14Fe

b-15Apr-

15Jun

-15Aug

-1510

20

30

40

50

60

70

24 2630

3440 41

45

55


Jul-13

Sep-1

3Nov-

13Jan

-14Mar-

14

May-14

Jul-14

Sep-1

4Nov-

14Jan

-15Mar-

15

May-15

Jul-15

Sep-1

52.5

3

3.5

4

4.5

5

EmployeeExperience

BookingsGrowth

2013 2014 2015

40%+

Growth

• Create a memorable and polarizing mission• Eradicate goals that undermine the mission• Never OD on your own cool aid• Clear a path from customer feedback to

action• Abolish “we’re a big company” talk• Leverage recognition to drive cultural change

Creating an Incredible Experience CycleWhile Growing Fast

Leslie McIntyre


Thank you!

Internet

BoS2015 Art Papas - The Bullhorn Journey to Customer Focus