How to Drive Customer
Success Across Your Company
Phil Fernandez
Marketo Dave Goldberg
SurveyMonkey
Peter Gassner
Veeva Sy...
Phil Fernandez
Marketo, Inc.
Marketo is the leading provider of marketing software for
companies of all sizes to build and...
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 Goldberg
SurveyMonkey
Dave joined SurveyMonkey in April 2009. He has
been a successful entrepreneur, venture capitali...
• Before you write anything
down, ask yourself:
• WHY am I asking a question?
• WHAT questions do I need to
ask?
• WHICH m...
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
actiona...
Peter Gassner
Veeva Systems
CEO
Dave Goldberg
SurveyMonkey
Dave joined SurveyMonkey in April 2009. He has
been a successful entrepreneur, venture capitali...
• Before you write anything
down, ask yourself:
• WHY am I asking a question?
• WHAT questions do I need to
ask?
• WHICH m...
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
actiona...
Q & A
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How to Drive Customer Success Across Your Company

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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 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

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  • WHY am I asking questions anyhow?What’s my goalWhat decision am I makingWhat info do I needWhat changes are feasableWHAT questions do I need to ask?Ask questions that measure the things you care aboutOperationalize intangibles – How happy are you today? Smiles per week? Days stressed out?WHICH measure do I choose?Behaviors or attitudes?How many times did you eat ice cream v How much do you like ice cream?HOW should I write the question?Avoid jargon, leading questions, double barreled, absolutes
  • WHY am I asking questions anyhow?What’s my goalWhat decision am I makingWhat info do I needWhat changes are feasableWHAT questions do I need to ask?Ask questions that measure the things you care aboutOperationalize intangibles – How happy are you today? Smiles per week? Days stressed out?WHICH measure do I choose?Behaviors or attitudes?How many times did you eat ice cream v How much do you like ice cream?HOW should I write the question?Avoid jargon, leading questions, double barreled, absolutes
  • How to Drive Customer Success Across Your Company

    1. 1. How to Drive Customer Success Across Your Company Phil Fernandez Marketo Dave Goldberg SurveyMonkey Peter Gassner Veeva Systems
    2. 2. Phil Fernandez Marketo, 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
    3. 3. It Starts With... Customer Passion
    4. 4. And so Customer Success is... Everyone’s Job
    5. 5. If it‘s Everyone‘s Job, it‘s also... No One's Job?
    6. 6. Customer Success needs a home... A First-Class Customer Success Organization
    7. 7. Dave Goldberg SurveyMonkey 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
    8. 8. • 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
    9. 9. 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
    10. 10. Peter Gassner Veeva Systems CEO
    11. 11. Dave Goldberg SurveyMonkey 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
    12. 12. • 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
    13. 13. 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
    14. 14. Q & A

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