How to fit Customer
Success in Your SaaS Stack
Mark Organ, Influitive Travis Huch, Zuora Jim Hickey, Marketo
Mark Organ
Influitive
Influitive, the advocate marketing experts, helps B2B marketers
capture the enthusiasm of their cust...
Leveraging Customer Success with Advocates
The Customer Success function is
critical to a company’s early success.
Customer Success Customer Strategy Founder/CEO
Customer Success is underfunded.
The link between Customer Success success
and new logo growth is an advocate program.
Tap the full potential of advocate
passion!
Advocacy is also a key success
metric for customer health.
Leveraging Customer Success with Advocates
Thank you.
Travis Huch
Zuora
VP Marketing
In his current role Travis leverages his work
with Zuora’s customers to share knowledge
tha...
#CloudStack
We work with many fast growing
companies. They all seem to be
selecting a business stack of
applications that ...
What you get when things work together
Framework for Success
• Break down areas of value
• Build a shared vocabulary
• Quantify business outcomes
for customers
•...
Thank You!
travis@zuora.com
@travishuch
Director, Customer Success
• Customer Success Operations
• 15+ years –Account Management, Success & Pro Svcs
• 5 years at ...
MARKETING SOFTWARE.
Easy. Powerful. Complete.
Leader in cloud-based marketing software
>3,000 customers in 36 countries
>190 ecosystem partners
>40,000 Marketing Nation...
3,000+ Successful Deployments+ Successful
Deployments
Office Hours
ConsultingEducation Q & A
Setup and Integration / Onsit...
Customer Success Operations
Customer Success Operations
SupportProfessional
Services
EducationAccount
Management
• Systems...
Islands of Excellence
• CRM
• Professional Service Automation
• Service Cloud
• Learning Management System
• Renewal Manag...
Too Many Cooks
Bridging the Islands of Excellence
• Visibility & Relevancy
• Usage/Adoption
• Roles
• Goals/Value
• Scorecards
• Metric a...
Customer Operational Cockpit
Q & A
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How to Fit Customer Success into your SaaS Stack

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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 Fit Customer Success into your SaaS Stack - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Marketo, Zuora, and Influitive.

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  • Marketo provides the leading cloud-based marketing software platform for companies of all sizes to build and sustain engaging customer relationships. Marketo makes marketing software that is:easy to adopt and usepowerful enough to solve real-world challengescomplete, for our customers and for their customers
  • Marketo was one of the fastest growing private companies, and is now one of the fastest growing public companies, sustaining over 130% compounded annual revenue growth.We expect our customer, partner, and community member counts to continue growing rapidly as recognition of the need/opportunity to graduate to a modern marketing approach accelerates among marketers.
  • How to Fit Customer Success into your SaaS Stack

    1. 1. How to fit Customer Success in Your SaaS Stack Mark Organ, Influitive Travis Huch, Zuora Jim Hickey, Marketo
    2. 2. Mark Organ Influitive Influitive, the advocate marketing experts, helps B2B marketers capture the enthusiasm of their customers, partners and fans, and turn that into a powerful force for igniting business growth. By mobilizing product and company evangelists, marketing and sales teams exponentially increase their marketing reach and revenue potential, while offering a superior buyer experience. CEO, Influitive
    3. 3. Leveraging Customer Success with Advocates
    4. 4. The Customer Success function is critical to a company’s early success. Customer Success Customer Strategy Founder/CEO
    5. 5. Customer Success is underfunded.
    6. 6. The link between Customer Success success and new logo growth is an advocate program.
    7. 7. Tap the full potential of advocate passion!
    8. 8. Advocacy is also a key success metric for customer health.
    9. 9. Leveraging Customer Success with Advocates Thank you.
    10. 10. Travis Huch Zuora VP Marketing In his current role Travis leverages his work with Zuora’s customers to share knowledge that drives repeatable success in creating and growing recurring revenue streams. After 20 years in sales (5 ½ with Zuora) he has moved over to marketing to help leverage Zuora’s content to drive demand.
    11. 11. #CloudStack We work with many fast growing companies. They all seem to be selecting a business stack of applications that are all best of breed and work together well. The concept of customer success is something new companies inherently understand, so success is always an integral part of the stack.
    12. 12. What you get when things work together
    13. 13. Framework for Success • Break down areas of value • Build a shared vocabulary • Quantify business outcomes for customers • Education becomes part of the content strategy
    14. 14. Thank You! travis@zuora.com @travishuch
    15. 15. Director, Customer Success • Customer Success Operations • 15+ years –Account Management, Success & Pro Svcs • 5 years at Marketo • Love Russian River IPA • Die hard New York Jets Fan! Jim Hickey Marketo
    16. 16. MARKETING SOFTWARE. Easy. Powerful. Complete.
    17. 17. Leader in cloud-based marketing software >3,000 customers in 36 countries >190 ecosystem partners >40,000 Marketing Nation community members >500 employees in U.S., Europe, Australia, Israel Marketo Fast Facts (MKTO)
    18. 18. 3,000+ Successful Deployments+ Successful Deployments Office Hours ConsultingEducation Q & A Setup and Integration / Onsite Learn the basics Getting Started w/ Marketo Training: Quick Wins and Basics Week 1 Configure Marketo Kickoff Call Today Practice and build Foundation Build Workshop Live Classroom Week 2-3 Apply best practices 1:1 Consulting with Enablement Manager Weeks 3-12 Support Support Note: Launch Pack covers first three months after your subscription starts
    19. 19. Customer Success Operations Customer Success Operations SupportProfessional Services EducationAccount Management • Systems • Process • Tools • Promote visibility across business lines • Alignment of processes and tools • Empower & train workforce
    20. 20. Islands of Excellence • CRM • Professional Service Automation • Service Cloud • Learning Management System • Renewal Management • Gainsight • Marketo • Accounting
    21. 21. Too Many Cooks
    22. 22. Bridging the Islands of Excellence • Visibility & Relevancy • Usage/Adoption • Roles • Goals/Value • Scorecards • Metric alignment • Manual/Automated • Tasks/Playbooks • Customer Marketing • CAM Team Performance
    23. 23. Customer Operational Cockpit
    24. 24. Q & A

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