The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Drive Customer Success Across Your Company - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Marketo, SurveyMonkey, Veeva Systems

1. How to Drive Customer
Success Across Your Company
Phil Fernandez
Marketo Dave Goldberg
SurveyMonkey
Peter Gassner
Veeva Systems

2. Phil Fernandez
Marketo, Inc.
Marketo is the leading provider of marketing software for
companies of all sizes to build and sustain customer relationships.
Spanning today's digital, social, mobile and offline channels,
Marketo’s software help marketers tackle all aspects of digital
marketing.
Chairman & CEO, Marketo

3. It Starts With...
Customer Passion

4. And so Customer Success is...
Everyone’s Job

5. If it‘s Everyone‘s Job, it‘s also...
No One's Job?

6. Customer Success needs a home...
A First-Class
Customer Success
Organization

7. Dave Goldberg
SurveyMonkey
Dave joined SurveyMonkey in April 2009. He has
been a successful entrepreneur, venture capitalist,
and technology and music industry executive. He
has run, and successfully grown, several online
consumer businesses.
Dave also serves on the Board of Directors at
Dashbox, Graham Holdings Co. (formerly The
Washington Post Co.) and the non-profit New
Schools Venture Fund.
CEO, SurveyMonkey

8. • Before you write anything
down, ask yourself:
• WHY am I asking a question?
• WHAT questions do I need to
ask?
• WHICH measures do I choose?
• HOW should I write the
question?
It starts with asking a good question

9. Now what do I do?
• Don’t ever ask ask a question
you’re not ready to take action
on
• Ask questions that give you
actionable data so you can
act immediately
• Be prepared to make some
radical shifts based on the
data you receive. Not just the
data you hope to get
• Follow-up on the
conversation. Don’t end it
abruptly

10. Peter Gassner
Veeva Systems
CEO

11. Dave Goldberg
SurveyMonkey
Dave joined SurveyMonkey in April 2009. He has
been a successful entrepreneur, venture capitalist,
and technology and music industry executive. He
has run, and successfully grown, several online
consumer businesses.
Dave also serves on the Board of Directors at
Dashbox, Graham Holdings Co. (formerly The
Washington Post Co.) and the non-profit New
Schools Venture Fund.
CEO, SurveyMonkey

12. • Before you write anything
down, ask yourself:
• WHY am I asking a question?
• WHAT questions do I need to
ask?
• WHICH measures do I choose?
• HOW should I write the
question?
It starts with asking a good question

13. Now what do I do?
• Don’t ever ask ask a question
you’re not ready to take action
on
• Ask questions that give you
actionable data so you can
act immediately
• Be prepared to make some
radical shifts based on the
data you receive. Not just the
data you hope to get
• Follow-up on the
conversation. Don’t end it
abruptly

14. Q & A