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From Support to Success: How Splunk Evolved Its Success Services to Deliver More Customer Value

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Learn how Splunk's customer-facing team teamed up with Gainsight to adapt to changing market conditions and emerging technology, improving relationships and ensuring positive client outcomes.

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From Support to Success: How Splunk Evolved Its Success Services to Deliver More Customer Value

  1. 1. From Support to Success: How Splunk Evolved its Success Services to Deliver More Customer Value
  2. 2. • This webinar is being recorded • The slides will be shared • Q&A throughout the presentation and at the end Housekeeping
  3. 3. Copyright © 2014 Splunk Inc. Success Services Evolution @ Splunk Jeffrey Johnson, Director 9 Feb 2016
  4. 4. AGENDA 4 1. About Jeffrey Johnson 2. About Splunk 3. Success Journey & Evolution 4. The Old World 5. The New World 6. Tool & Process Changes 7. Q & A
  5. 5. ABOUT ME 5 • 1 year golf pro • 2 ½ career holes-in-one • 10 years software development • 10 years in life sciences software start-ups • Developer • Tech Support • Education • Professional Services • Product Management • Voice of Customer • Inherited Splunk Community in 2016 dormie@splunk.com Jeffrey Johnson – Director Customer & Community Programs
  6. 6. ABOUT SPLUNK 6 Company (NASDAQ: SPLK) Company Mission: Make machine data accessible, usable and valuable to everyone. Founded: 2004 Customers: 12,500+ worldwide Revenue: $930M (FY17 projected) Employees: 2,600+ worldwide Headquarters: San Francisco
  7. 7. SPLUNK’S CHALLENGES 7 • Rapid-growth – In a “do-ocracy” – Lack of consistency • Organizational Alignment – Sales Engineering – Professional Services – Support & Success – Documentation – Education CUSTOMERS SPLUNK • Platform – So many possibilities • Imagination – Art of the Possible • High complexity – Enterprise software • “Small” accounts – Resource constraints
  8. 8. SPLUNK’S GOALS • Foster Splunk Champions • Maximize Customer Value • Accelerate Adoption • Self-Enablement 8
  9. 9. WHAT DO CUSTOMERS NEED? • Voice of Customer – NPS & relationship surveys – Engagement surveys – Customer Advisory Councils • Business Value Consulting – Art of the Possible – Glass Table Exercises • Metrics – What do successful customers purchase? – Usage and adoption trends – How do successful customers engage – Measure impact of services on success 9
  10. 10. SUCCESS MATURITY 10
  11. 11. EVOLUTION OF SUCCESS SERVICES 11 SPLUNK>
  12. 12. The Old World @ Splunk
  13. 13. THE OLD WORLD 13 SupportSale Implementation
  14. 14. THE OLD WORLD 14 SupportSale Implementation
  15. 15. THE OLD WORLD – TEAMS IN SILOS 15 Field Tech Services Pro Serv Sales Eng Customer Success Support EDU Community Chief Revenue Officer
  16. 16. Introducing the ‘CAST’
  17. 17. TEAMS IN SILOS 17 Field Tech Services Pro Serv Sales Eng Customer Success Support CAST EDU Community Chief Revenue Officer
  18. 18. CUSTOMER ADVISORY & SUCCESS TEAM 18 MISSION • Adoption • Value RealizationPost- Sale Renewals Communi ty EDU CAST / SAE Support Pre- Sale Sales Reps Sales Eng PS / Client Architect Field Enablem ent Sales Ops
  19. 19. CUSTOMER ADVISORY & SUCCESS TEAM 19 • 2013 • Initiation (2 / 3) • 2014 • Show value (8 / 15) • 2015 • Growth (32 / 60) • 2016 • Global (55 / 130) Post- Sale Renewals Communi ty EDU CAST / SAE Support Pre- Sale Sales Reps Sales Eng PS / Client Architect Field Enablem ent Sales Ops
  20. 20. The New World @ Splunk
  21. 21. CUSTOMER ADVISORY & SUCCESS TEAM 21 • Stick with standard terminology – “Customer Success Manager” • Break roles apart – CSM – Consulting / Implementation – Build Engineer • Be prescriptive – Recommend the right services – Exert your expertise LESSONS LEARNED ADJUSTMENTS • Confusion on role of SAE – Internal & external • Role is too broad – Different for each customer • Hard to hire – Tech + business focus – Splunk expertise • Customers are looking for direction
  22. 22. THE NEW WORLD – INTEGRATED TEAMS 22 Customer Success Field Technical Sales Eng Solution Architects Services Pro Serv CAST Support EDU Community Chief Revenue Officer • Focus on long-term success of customers • Unified team, uniform delivery, consolidated knowledge • New & distinct service roles • Clear definition of services & roles
  23. 23. THE NEW WORLD – INTEGRATED SERVICES 23 Data Analysis/Visualization Scope Architect Deploy Value Realization / Journey Expert/Architect Services Implementation Services Support Services Program / Project Management Advisory / Transformation and Expansion / Expert Services Education, Training and Knowledge Transfer
  24. 24. THE NEW WORLD – L.A.E.R. 24 Support Active management Escalations Adoption Use Case Analysis Build Engineer Advisory Best practices Value Consulting Education Training Certifications Sales Eng Continued discovery Community involvement Sale Implementation
  25. 25. 25 Pro Serv • Implementation • Dashboards • Configuration • Onboarding • Upgrades CAST • Value realization • QBRs • Cases & Features • Dashboards • Configuration • Onboarding • Upgrades Sales Eng • POCs • Dashboards • Configuration • Value realization THE NEW WORLD – CENTRALIZATION
  26. 26. 26 Services CONSULTING • Implementation / Configuration • Data ingestion ADVISORY • Value consulting • Adopt & expand BUILD • Dashboards • Visualizations Sales Eng • POCs • Client Architects • Use Case Solutions THE NEW WORLD – CENTRALIZATION
  27. 27. Processes & Tools
  28. 28. PRESCRIPTIVE SERVICES 1. Shift to prescriptive service offerings 2. Utilize internal expertise, experience, data, past successes 3. Minimize “What can we do for you?” 4. Customers are seeking your expertise 5. Mature the offerings over time 28
  29. 29. THE NEW WORLD – PRESCRIPTIVE SERVICES 29 Complexity LOW MEDIUM HIGH Maturity LOW MEDIUM HIGH Apps ES ITSI UBA Svc Recommendation * - 100 Pro Serv - Named CSM - 100 EDU Credits - 10 Certifications - Enterprise Support - Build Consultant * EXAMPLE ONLY
  30. 30. EVOLVE PROCESS & TOOLS FOR SCALE Splunk was 40+ CSMs before adopting Gainsight – living in the wild west Had minimal on-boarding and training for new CSMs Had complete lack of service delivery standards Purchased Gainsight primarily for standardization of service delivery 30
  31. 31. EVOLVE PROCESS & TOOLS FOR SCALE 31 STRATEGY • Customer journeys • Standardization • Playbooks • Service delivery SCALE & AUTOMATION • Playbook automation • Lifecycle transitions • Automated touchpoints ASSET REPOSITORY • Templates • Process documents
  32. 32. Scaling with Playbooks 32
  33. 33. Managing Risk with Health Scoring 33
  34. 34. EVOLVE PROCESS & TOOLS FOR SCALE 34 LESSONS LEARNED • Focus on process development in early stages • Understand your customers and paths to success first • Invest in tools at the right time (10-15 person team) • Plan for the necessary long-term support resources – Tool administration – Content development & maintenance – Continuous improvement
  35. 35. FINAL WRAP-UP 35 1. Align service organizations to focus on Customer journey & success 2. Centralize services & knowledge 3. Be prescriptive with customers about how they get to maximum value realization 4. Right-time adoption of tools and process 5. Invest in process & asset development
  36. 36. Questions?

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