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.

1. Art Papas
CEO & Founder, Bullhorn

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. Dr. Athena S Papas, DMD, PhDDr. Arthur N Papas, MD

8. Bullhorn
Born

9. • $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

11. “You would make such a
wonderful doctor”
“What about getting a
Masters in Business?”

12. Leslie
McIntyre
President, The McIntyre
Group

14. Bullhorn’s Mission in 2003
To power the desk of every staffing
professional worldwide

15. Mark Eldridge
CEO, ALKU

16. Bob Boudreau
CEO, Winter Wyman

17. Robin Mee
President, Mee Derby

18. 0
2
4
6
8
10
12
14
16
2004 2005 2006 2007
Bullhorn
Annual Revenue

19. Bullhorn’s Mission in 2007
To power the desk of every staffing
professional worldwide
GLOBAL
DOMINATION

20. 0
10
20
30
40
50
60
70
Customer
Experience Index

23. St. Louis
Vancouver
Virginia
San Francisco
Acquisition
Spree

24. Bullhorn
Annual Revenue
10
15
20
25
30
35
40
45
50
2009 2010 2011 2012
Winning

25. Leslie
McIntyre
President, The McIntyre
Group

26. 60 58 55
45
26
0
10
20
30
40
50
60
70
Customer
Experience Index

27. Employee
Survey
>50%
NEGATIVE
This company’s
mission inspires me

29. 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.

31. +5%
Employee
Engagement
94%
Customer
Retention
+20%
Customer
Experience
Rally Cry: Create an Incredible
Customer Experience

32. Customer
Success
Incredible
Products &
Service
Incredible
Culture
Career
Growth Growth
The Incredible Experience Cycle

33. Customer
Experience Index
Browser
Speed
Crashing
Other
NPS
Comments
by Category

35. “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!”

36. Jane Smith <jane@bigcustomer.com>

37. Bullhorn Pulse
Effortless,
Continuous
Data Capture
at Massive Scale

38. “THIS CALL IS BEING
RECORDED”

39. 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.”

40. 75%
80%
85%
90%
95%
100%
Jul-14 Mar-15
CSAT

41. Amrutha Rajiv
Sr. Software Engineer, Bullhorn

42. 24 26
30
34
40 41
45
55
10
20
30
40
50
60
70
Customer
Experience Index

43. 2.5
3
3.5
4
4.5
5
Employee
Experience

44. Bookings
Growth
2013 2014 2015

45. • 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

46. Leslie
McIntyre
President, The McIntyre
Group

47. Thank you!