Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Rob Castaneda, Some Things Great Software Companies Do That You Don't Have To, BoS USA 2016

335 views

Published on

Rob Castaneda of ServiceRocket talks at BoS Conference USA 2016.

See all talks here: http://businessofsoftware.org/2016/07/all-talks-from-business-of-software-conferences-in-one-place-saas-software-talks/

Published in: Business
  • Login to see the comments

  • Be the first to like this

Rob Castaneda, Some Things Great Software Companies Do That You Don't Have To, BoS USA 2016

  1. 1. Some of the Things… 15 years of ServiceRocket Rob Castaneda
  2. 2. Who Am I? • Founder / CEO ServiceRocket • Husband • Father • Coach • The lead guitarist in the most popular open source Rock Opera of 2016! @robertcastaneda
  3. 3. https://encrypted-tbn0.gstatic.com/images?q=tbn:ANd9GcTtFdA3lnqu_X3Tyt2fvqWVOjkqrCX7ANyMdWi9BGGn2FUUqWSzvg
  4. 4. + =
  5. 5. How I funded the company in 2001
  6. 6. Our Paid up Capital today * Figures showed in dollars and cents
  7. 7. Growing up in the shadows of a Unicorn
  8. 8. Culture is everything. As a CEO, you OWN it. The culture of any organization is shaped by the worst behavior the leader is willing to tolerate. *Gruenter and Whitaker
  9. 9. Building a Brand From Nothing to Sheep to Rockets • CustomWare • CustomWare Asia Pacific • CustomWare Asia Pacific (USA) Inc • SERVICEROCKET!
  10. 10. Our Values •Delight the Customer •Share the Knowledge •Think Team •Focus on the Outcome •Talk Straight
  11. 11. FULL TIME EMPLOYEES230 4GLOBAL OFFICES – SYDNEY, PALO ALTO, SANTIAGO, KUALA LUMPUR GLOBAL CULTURE1
  12. 12. Services? WTF
  13. 13. How can I monitor product use and proactivey identify improvements for my customer? How can I help Customers implement our software? How can ensure our product becomes integrated into customer people, processes, and systems?How can I maintain engagement after initial launch? How can I ensure broad adoption and every day use? How can ensure our product becomes integrated into customer people, processes, and systems? How do I create easy- to-use educational programs & tools? Can I support users when they need help? How can I help customers adapt to using our product? ? ? ? ? ? ? SOFTWARE ADOPTION CHALLENGES
  14. 14. Unfulfilled value MEANS INCREASED CHURN Source: Consumption Economics: The New Rules of Tech EFFECTIVE USAGE RATE OF ENTERPRISE SOFTWARE 50% 1/7 ONLY OF ENTERPRISE SOFTWARE DEVELOPMENTS ARE RATED SUCCESSFUL BY IT EXECS
  15. 15. CROSSING THE CHASM WHOLE PRODUCT
  16. 16. WHAT IS A whole product? Hardware Software Services Connectivity Implementation Peripherals Training Complementary Products Complementary Services Core Product Support Whole Product = Core Product + Key Enablers
  17. 17. How I think of Software Adoption • Cascades - Water & Gravity. • Remove the Friction • Grow organizational momentum • Where is the next bottleneck?
  18. 18. LEARN S
  19. 19. From Spring
  20. 20. To Waterfall
  21. 21. Give them Fish?
  22. 22. Teach them to Fish!
  23. 23. Building a Board • Why have a board? • You’re Self Funded • You’re Profitable • You’re in Control of your Future Right?
  24. 24. Expanding Globally • As a final step, pass the “livable” test. Only open up an office in a location where you could live. • Better to be the bigger fish in a smaller pond
  25. 25. • A Services Culture in Product results in answering YES to EVERYTHING • Hired a Product VP • Invest in Training/Learning • Destination, Tracks & Train Lessons from growing a Product Team inside a Services Company
  26. 26. Selling doesn’t always help …but helping sells.
  27. 27. Software Adoption – Services • Be the Best Pit Crew & GPS • The Customer is the BEST Driver • Don’t be the Backseat Driver
  28. 28. Lessons in Software Adoption - Partners • Nurture your Partners • Use their brain cycles • Allow them to innovate and win
  29. 29. Mentorship
  30. 30. Thank You
  31. 31. Questions?

×