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BoS2015 Art Papas - The Bullhorn Journey to Customer Focus

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BoS2015 Art Papas - The Bullhorn Journey to Customer Focus

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Growth and Arrogance vs. The Power of a Customer Centric Culture

Every fast-growing organization experiences growing pains. The most difficult and complex challenge for leadership is maintaining an excellent experience as the business scales. Customer centricity is easy for a small startup; the company’s founders are often intimately involved in every key customer engagement. However, when meeting sales quotas, achieving profit margins, and running your business by the metrics becomes more important than delighting your customers, you stop hearing about customer complaints simply because you don’t see them anymore, and your entire business is at risk. Your customers become easy targets for the competition and your positive momentum in the market slows.



In this session, Art Papas shares his journey as founder and CEO of Bullhorn—a company that has grown extremely rapidly to more than 500 employees and nearly $100 million in revenue. He’ll discuss how he refocused his company’s culture back on customer service after facing a similar struggle, and how leaders of organizations can leverage his hard-earned lessons to position their businesses for long-term growth. This session will offer actionable takeaways to help attendees create an incredible customer experience within their own organizations.

Growth and Arrogance vs. The Power of a Customer Centric Culture

Every fast-growing organization experiences growing pains. The most difficult and complex challenge for leadership is maintaining an excellent experience as the business scales. Customer centricity is easy for a small startup; the company’s founders are often intimately involved in every key customer engagement. However, when meeting sales quotas, achieving profit margins, and running your business by the metrics becomes more important than delighting your customers, you stop hearing about customer complaints simply because you don’t see them anymore, and your entire business is at risk. Your customers become easy targets for the competition and your positive momentum in the market slows.



In this session, Art Papas shares his journey as founder and CEO of Bullhorn—a company that has grown extremely rapidly to more than 500 employees and nearly $100 million in revenue. He’ll discuss how he refocused his company’s culture back on customer service after facing a similar struggle, and how leaders of organizations can leverage his hard-earned lessons to position their businesses for long-term growth. This session will offer actionable takeaways to help attendees create an incredible customer experience within their own organizations.

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BoS2015 Art Papas - The Bullhorn Journey to Customer Focus

  1. 1. Art Papas CEO & Founder, Bullhorn
  2. 2. Bullhorn CRM – 525 Employees, 5 Global Offices – 100% True Cloud – 40%+ Bookings Growth – 70%+ Competitive Win-Rate Financial Services Consulting Commercial Real Estate Staffing Marketing & PR 5,700+ Customers
  3. 3. Dr. Athena S Papas, DMD, PhDDr. Arthur N Papas, MD
  4. 4. Bullhorn Born
  5. 5. • $835 Million in Cash on Hand • Current Burn: 235K / mo • Scenario 1: – Funding reasonably assured: Continue with operating plan • Scenario 2: – Funding not reasonably assured: Cut costs drastically. Financial Situation
  6. 6. “You would make such a wonderful doctor” “What about getting a Masters in Business?”
  7. 7. Leslie McIntyre President, The McIntyre Group
  8. 8. Bullhorn’s Mission in 2003 To power the desk of every staffing professional worldwide
  9. 9. Mark Eldridge CEO, ALKU
  10. 10. Bob Boudreau CEO, Winter Wyman
  11. 11. Robin Mee President, Mee Derby
  12. 12. 0 2 4 6 8 10 12 14 16 2004 2005 2006 2007 Bullhorn Annual Revenue
  13. 13. Bullhorn’s Mission in 2007 To power the desk of every staffing professional worldwide GLOBAL DOMINATION
  14. 14. 0 10 20 30 40 50 60 70 Customer Experience Index
  15. 15. St. Louis Vancouver Virginia San Francisco Acquisition Spree
  16. 16. Bullhorn Annual Revenue 10 15 20 25 30 35 40 45 50 2009 2010 2011 2012 Winning
  17. 17. Leslie McIntyre President, The McIntyre Group
  18. 18. 60 58 55 45 26 0 10 20 30 40 50 60 70 Customer Experience Index
  19. 19. Employee Survey >50% NEGATIVE This company’s mission inspires me
  20. 20. Core Purpose HELP BUSINESSES CREATE AN INCREDIBLE CUSTOMER EXPERIENCE We help businesses achieve extraordinary results by transforming the way people work and interact with customers. We create software that’s both powerful and a pleasure to use and pair it with fantastic customer service.
  21. 21. +5% Employee Engagement 94% Customer Retention +20% Customer Experience Rally Cry: Create an Incredible Customer Experience
  22. 22. Customer Success Incredible Products & Service Incredible Culture Career Growth Growth The Incredible Experience Cycle
  23. 23. Customer Experience Index Browser Speed Crashing Other NPS Comments by Category
  24. 24. “We just upgraded to ‘S’ and I love it!” “Everything right! Yay!!!” “Best CRM out there!” “User friendly – intuitive – interactive – good customer service” “The best CRM I have used in my career” “Love the enhancements that S Release has provided. Being able to use Chrome makes the software so much faster!” “10!”
  25. 25. Jane Smith <jane@bigcustomer.com>
  26. 26. Bullhorn Pulse Effortless, Continuous Data Capture at Massive Scale
  27. 27. “THIS CALL IS BEING RECORDED”
  28. 28. Cierra Calloway Technical Support Representative “Let me say, in case someone is listening to the call, of all the many places we deal with for support, you solve problems faster than any one we’ve worked with. I wish everyone were like you guys.”
  29. 29. 75% 80% 85% 90% 95% 100% Jul-14 Mar-15 CSAT
  30. 30. Amrutha Rajiv Sr. Software Engineer, Bullhorn
  31. 31. 24 26 30 34 40 41 45 55 10 20 30 40 50 60 70 Customer Experience Index
  32. 32. 2.5 3 3.5 4 4.5 5 Employee Experience
  33. 33. Bookings Growth 2013 2014 2015
  34. 34. • Create a memorable and polarizing mission • Eradicate goals that undermine the mission • Never OD on your own cool aid • Clear a path from customer feedback to action • Abolish “we’re a big company” talk • Leverage recognition to drive cultural change Creating an Incredible Experience Cycle While Growing Fast
  35. 35. Leslie McIntyre President, The McIntyre Group
  36. 36. Thank you!

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