How to Scale Customer Success to Millions of Users

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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 Scale Customer Success to Millions of Users - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from LinkedIn, Dropbox, Salesforce.com

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  • Internal innovator, I build companies within companies
    I’ve been with Salesforce with 7 years – clearly I like what they’re all about
    I’ve had a lot of experience working with startups and as part of the biggest startups within SFDC – AppExchange and Desk.com
    Now, I run Desk.com
    Desk.com is an all in one customer service application for fast-growing companies
    I used to run the App Exchange
    AppExchange is the world’s largest business apps marketplace
    So what are the lessons I learned in operating in startups within one of the world’s largest cloud software companies?
  • We make decisions with this customer success in mind - its our #1 priority and guiding light.
    If you focus on this, success comes  secret sauce of Salesforce
    Salesforce built itself on the success of its customers
    I share this philosophy and have applied it to every aspect of my work life here

    Not just in the customer stories we tell, but we are also maniacally focused on building the best solutions and providing the best support to help our customers succeed
    And we have the awards to prove it:
    Forbes Most Innovative company 3x in a row (leading business solutions)
    Leader in Gartner MQ for Customer Engagement Center (#1 technology for helping companies engage with customers)
    Named Service Leader by CRM Magazine (Leading the next gen of service-obsesses companies)


  • Desk.com embodies customer success by providing a complete out of the box solution to help them make their customers successful.
    We are committed to fast, awesome customer service for all of our customers.

    Our Ultimate goal is the success of our customer’s customers - embrace philosophy of your success is our success
    Tell the Desk Story
    What Desk does

  • At Desk.com we’re a family – strong sense of culture and feeling of comraderie, because we’re all obsessed with our customers.
    We don’t just talk the talk – we walk the walk.

    Desk believes that everyone is involved in making the customer successful – everyone goes through WOW bootcamp
    We all know how to support our customers and we use Desk.com every day!!
    Ultimate goal is the success of our customer’s customers – we’re passing on our philosophy
    Have to hire the right people to make that happen


  • Tie it back – the way you ensure that your internal departmental goals are in line with company wide goals is by surrounding yourself with the people that share your priorities and culture
    Company’s definition of success is all about culture – what’s motivated the people in your company to be there
    Choose the leaders that share your philosophy, that speak the same language
    Same language ensures that internal success is external success – sharing a common goal
  • How to Scale Customer Success to Millions of Users

    1. 1. How to Scale Customer Success to Millions of Users
    2. 2. Dan Shapero LinkedIn connects the world’s professionals to make them more productive and successful. With over 300 million members worldwide, including executives from every Fortune 500 company, LinkedIn is the world’s largest professional network on the Internet. Vice President Talent Solutions & Insights
    3. 3. Jon Perera Adobe is the global leader in digital marketing and digital media solutions. Our tools and services allow our customers to reliably exchange the world’s documents for universal access, review, and approval. Vice President Adobe EchoSign @jon_perera
    4. 4. Why e-Signatures? 86% Savings in document costs 90% Decrease in time needed to get business contracts signed 67% U.S. based attorneys agree that paper-based contracts are prone to defacing Source: Adobe Research, 2013-14
    5. 5. What is Adobe EchoSign? Identity Workflow Document Processing Document Management Cloud-Based eSignature Service
    6. 6. Our Customers • 24M users worldwide • 47,000 new users/day • 3M transactions/month • > 30,000 organizations
    7. 7. Lessons Learned • End to end customer experience is key • Core systems: build for the future • Align talent with maturity of business @jon_perera
    8. 8. Ross Piper VP Enterprise Strategy
    9. 9. Leyla Seka, Intrapreneur SVP & GM, Desk.com int-ra-pre-neur-ship (n): Implementation of start-up practices within a large organization, producing valued innovation
    10. 10. Customer Success: Salesforce.com’s #1 Value
    11. 11. Desk.com: Customer Success Out-of-the-Box Social Support Case Management Self- Service Mobile Access Simple Setup Knowledge Base Multilingual Support Business Insights Fast, Awesome Customer Service
    12. 12. WOW Customers with Whole Company Support
    13. 13. Right People, Right Role, Right Goals
    14. 14. Q & A

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