Growing Pains are Good (Just don't ignore them!)

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Keynote by Patricia DuChene, Managing Director, Wrike EMEA from #SaaStock17, Growth Stage, RDS, Dublin, Ireland. Wednesday 20th September 2017.

Technology

SaaStock | Confidential | All Rights Reserved by Wrike, Inc
Growing Pains are Good
(Just don’t ignore them!)
Patricia DuChene
Managing Director, Wrike EMEA

SaaStock | Confidential | All Rights Reserved by Wrike, Inc 2
About Me:
● I grew up on a farm in California
● 8 years experience in sales, 5 in Sales
leadership
● Moved to Dublin in 2015 to open Wrike’s
EMEA office
● Pug lover
● Married to a Googler (I know, right?)

SaaStock | Confidential | All Rights Reserved by Wrike, Inc
My company has grown 4,000% in the
4 years since I joined.
(...so I know a thing or two about growing pains!)
3

SaaStock | Confidential | All Rights Reserved by Wrike, Inc
Three categories of growing pains
4

SaaStock | Confidential | All Rights Reserved by Wrike, Inc
Technology
5

SaaStock | Confidential | All Rights Reserved by Wrike, Inc
Different stages of growth call for
different solutions
6

SaaStock | Confidential | All Rights Reserved by Wrike, Inc 7
Wrike Support Technology
2007
Support tickets
managed
in a shared
Gmail inbox
2010
Custom built
solution for
managing tickets
2013
Desk.com for
emails, Snap
Engage for Chats
Zendesk,
Salesforce, Guru,
Snap Engage
(+More)
2017
1 Agent
& <100
tickets
per
month
50
Agents &
>9,000
tickets
per
month

SaaStock | Confidential | All Rights Reserved by Wrike, Inc 8
Few systems are “one size fits all”
When choosing your technology, consider:
● Cost of action vs. Cost of inaction (What happens if we do nothing?)
● Scalability of data (How many entries/tickets/whatever can this easily support?)
● Scalability of users (how many users can this easily support?)
● Flexibility (Will this adapt to our needs as we grow?)
● Integratability (Will this connect to our other systems & systems we may need in
the future?)
● Obsolescence (How long will this meet our needs?)

SaaStock | Confidential | All Rights Reserved by Wrike, Inc
People
9

SaaStock | Confidential | All Rights Reserved by Wrike, Inc 10
The skills that scale a company
from A to B might not get it
from B to C

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Early Startups
Intrapersonal Skills: People who can build
relationships and create a great culture
Generalists: People who can solve
problems, and figure things out
Hustlers: people who don’t mind
getting their hands dirty
Builders: People who know how to start a
project from scratch

SaaStock | Confidential | All Rights Reserved by Wrike, Inc 12
Later-stage companies
Specialists: Experts who can do their job
very effectively
Process thinkers: People who can
keep processes working, even at scale
Directors: people who can call the
shots to get jobs done
Scalers: People who can rapidly scale
existing projects

SaaStock | Confidential | All Rights Reserved by Wrike, Inc 13
Teams Must Evolve with Scale
As you grow your team, you should ask:
● Can I fill a position from within, or should I hire an outside expert?
● If a team member gets another offer, should I fight to keep them, or
wish them the best?
● Whose experience most closely aligns with the current size of our
company?
● Build teams around developing your talent funnel

SaaStock | Confidential | All Rights Reserved by Wrike, Inc
Process
14

SaaStock | Confidential | All Rights Reserved by Wrike, Inc 15
Processes can support growth
OR restrict it

SaaStock | Confidential | All Rights Reserved by Wrike, Inc
Wrike Sales Process
16
2013
Wild West:
Shared lead queue,
reps called whoever
they could.
2015
Pod System:
Reps work in teams
based on prospect
timezone.
Today
Global Sales Offices:
Customers serviced
in native language.
5 reps
US
based
60 reps
worldwide

SaaStock | Confidential | All Rights Reserved by Wrike, Inc 17
Process must evolve with scale
● Map out your process(es)! Ensure every step is visible.
● Optimize what you have! Don’t leave money on the table.
● Improve your team’s capacity without stretching them too thin.
● Use automation to reduce repeatable work.
● Ensure your processes reduce silos between departments - not create
more!

SaaStock | Confidential | All Rights Reserved by Wrike, Inc
Thank you!
18

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Growing Pains are Good (Just don't ignore them!)

2. SaaStock | Confidential | All Rights Reserved by Wrike, Inc 2 About Me: ● I grew up on a farm in California ● 8 years experience in sales, 5 in Sales leadership ● Moved to Dublin in 2015 to open Wrike’s EMEA office ● Pug lover ● Married to a Googler (I know, right?)

7. SaaStock | Confidential | All Rights Reserved by Wrike, Inc 7 Wrike Support Technology 2007 Support tickets managed in a shared Gmail inbox 2010 Custom built solution for managing tickets 2013 Desk.com for emails, Snap Engage for Chats Zendesk, Salesforce, Guru, Snap Engage (+More) 2017 1 Agent & <100 tickets per month 50 Agents & >9,000 tickets per month

8. SaaStock | Confidential | All Rights Reserved by Wrike, Inc 8 Few systems are “one size fits all” When choosing your technology, consider: ● Cost of action vs. Cost of inaction (What happens if we do nothing?) ● Scalability of data (How many entries/tickets/whatever can this easily support?) ● Scalability of users (how many users can this easily support?) ● Flexibility (Will this adapt to our needs as we grow?) ● Integratability (Will this connect to our other systems & systems we may need in the future?) ● Obsolescence (How long will this meet our needs?)

11. SaaStock | Confidential | All Rights Reserved by Wrike, Inc 11 Early Startups Intrapersonal Skills: People who can build relationships and create a great culture Generalists: People who can solve problems, and figure things out Hustlers: people who don’t mind getting their hands dirty Builders: People who know how to start a project from scratch

12. SaaStock | Confidential | All Rights Reserved by Wrike, Inc 12 Later-stage companies Specialists: Experts who can do their job very effectively Process thinkers: People who can keep processes working, even at scale Directors: people who can call the shots to get jobs done Scalers: People who can rapidly scale existing projects

13. SaaStock | Confidential | All Rights Reserved by Wrike, Inc 13 Teams Must Evolve with Scale As you grow your team, you should ask: ● Can I fill a position from within, or should I hire an outside expert? ● If a team member gets another offer, should I fight to keep them, or wish them the best? ● Whose experience most closely aligns with the current size of our company? ● Build teams around developing your talent funnel

16. SaaStock | Confidential | All Rights Reserved by Wrike, Inc Wrike Sales Process 16 2013 Wild West: Shared lead queue, reps called whoever they could. 2015 Pod System: Reps work in teams based on prospect timezone. Today Global Sales Offices: Customers serviced in native language. 5 reps US based 60 reps worldwide

17. SaaStock | Confidential | All Rights Reserved by Wrike, Inc 17 Process must evolve with scale ● Map out your process(es)! Ensure every step is visible. ● Optimize what you have! Don’t leave money on the table. ● Improve your team’s capacity without stretching them too thin. ● Use automation to reduce repeatable work. ● Ensure your processes reduce silos between departments - not create more!

Editor's Notes

The third area for growing pains is

Growing Pains are Good (Just don't ignore them!)

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