Customer Success without Usage Data


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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 - Customer Success without Usage Data - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Talend, AppDynamics, and Puppet Labs.

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  • About me
    About Talend
    The amount of data available for analysis in the world will double before some of our customers’ contracts will be up for renewal
    …so why is the guy representing big data talking about customer success without usage data?
  • Per capita consumption of soft cheese in states that start with the letter “r” may correlate statistically on a chart with the number of movies that Nicholas Cage has appeared in during a year
  • Customer Success without Usage Data

    1. 1. Customer Success without Usage Data Nello Franco, Talend Hatim Shafique, AppDynamics Holly Files, Puppet Labs
    2. 2. Nello Franco Talend lets organizations unlock all of their data, including historical, live, and emerging data. Through native support of the modern big data platforms, Talend’s zero footprint solution takes the complexity out of integration and equips IT to be more responsive to the demands of the business, at a predictable cost. VP, Global Client Success Talend @nfranco
    3. 3. Usage Data: Only A Small Part of the Bigger Picture • It’s not just about the data, it’s about what you do with the data • Generic usage data can be a trailing indicator of health • Forum Activity, Support History, Escalations, Marketing Automation, Transaction History, Services Engagements, Upgrade/Version History • Forensic Win/Loss Analysis • Region, product, reason
    4. 4. Customer Engagement • Structured Engagement Models (and their triggers) provide visibility into customer health as well as opportunity for dialog and discovery • customer-engagement-model/ • Customer Success isn’t just about understanding your customers, it’s about leading them on a path to success
    5. 5. Three Questions • How are you measuring success? • Are you successful by those measures? • What is your experience with us along the way? …well you have to know these things when you’re in Customer Success, you know
    6. 6. Holly Files Holly Files has spent her career building and growing customer-facing organizations. With over 25 years in the enterprise software space, providing operational and services leadership in helping fast-growth businesses to create both scalable organizations and customers who become raving fans. Her experience includes executive roles at WebTrends, NetIQ, ParcPlace and Epicor as well as being a 3x co-founder of technology companies. At Puppet Labs, the leader in configuration management automation, she is focused on accelerating time to value for their customers. SVP, Customer Success Puppet Labs
    7. 7. Who & What is Customer Success @ Puppet
    8. 8. Building customer success at Puppet Labs So? • Leveraging a passionate community • Focus on solutions that drive to customer value • Developed a hypothesis…executing…evaluating…iterating The Challenge • Customers need quicker time to value • Customer shifting from ‘early adopter’ to ‘early majority’ • Our approches grew organically without formal data to measure outcomes
    9. 9. So no data??? • Talk to the customer • Trust your instinct • Use an intentional constructed approach to ‘continous improvement’
    10. 10. Q & A