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Pure Storage + Gainsight | Delivering Customer Success at an Infrastructure Company
- 1. Delivering Customer Success at an Infrastructure Company
- 2. Today’s Speaker Alex Hesterberg • Vice President, Customer Success & Technical Field Operations at Pure Storage • Past experience includes Professional Services at Riverbed and Symantec (formerly Veritas)
- 3. © 2016 PURE STORAGE INC.3 SMART DELIVERING CUSTOMER SUCCESS AT AN INFRASTRUCTURE COMPANY Alex Hesterberg VP, Customer Success & Technical Field Operations STORAGE
- 4. © 2016 PURE STORAGE INC.4 PURE STORAGE: COMPANY-AT-A-GLANCE Founded in 2009, Pure Storage has disrupted the storage industry with an innovative subscription based business model and radically simple technology • Over 1,800 employees • Operating worldwide in 28 countries • Publicly traded on NYSE under the symbol PSTG • Revenue: $42.7m FY14 $174.4m FY15 $440.3m FY16 COMPANY HIGHLIGHTS A PORTFOLIO OF INNOVATION EVERGREEN STORAGE FLASHARRAY FLASHBLADE FLASHSTACKPURE1 The most recommended infrastructure tech product • Certified NPS score of 83.5 Leader in IDC MarketScape: Worldwide All-Flash Array January, 2016 Leader in Gartner Magic Quadrant for Solid State Arrays • August, 2016 • June, 2015 • August, 2014 GLOBALLY RECOGNIZED AS A LEADER OVER 2,350 CUSTOMERS IN 4 YEARS
- 5. © 2016 PURE STORAGE INC.5 SMART STORAGE FOR CLOUD IT
- 6. © 2016 PURE STORAGE INC.6 ACCELERATE DIGITAL BUSINESS FASTER APPLICATIONS RICH, MOBILE EXPERIENCES RAPID DEVELOPMENT
- 7. © 2016 PURE STORAGE INC.7 HARNESSING PRODUCT INTELLIGENCE CUSTOMER DATA LEADS TO CUSTOMER SUCCESS
- 8. © 2016 PURE STORAGE INC.8 REMEMBER WHEN?
- 9. © 2016 PURE STORAGE INC.9 ? STORAGE IT CAN NO LONGER BE THAT DUMB BOX IN THE CORNER YOU SAVE STUFF TO…
- 10. © 2016 PURE STORAGE INC.10 275 REAL-TIME ISSUE FINGERPRINTS >7 PB METADATA UNDER REAL-TIME ANALYSIS 8,600 INCIDENTS AUTOMATICALLY IDENTIFIED & RESOLVED 380 SEV1 ISSUES AVOIDED TO DATE >1 B PROBES / DAY
- 11. © 2016 PURE STORAGE INC.11 DATA…IT’S NOT JUST FOR REPORTS AT THE CORE OF PRODUCT IMPROVEMENT, CUSTOMER SATISFACTION & CUSTOMER EXPANSION WAYS TO INNOVATE REPEAT BUY METRICS PREDICTIVE ANALYTICS FEATURES USED THE MOST/LEAST CUSTOMER FEEDBACK LOOPS HURDLES TO ADOPTION BY THEATRE BY SEGMENT BY VERTICAL FINGERPRINT SEVERITY 1 CASES SIZING & WORKLOAD PERFORMANCE WHICH NEW FEATURES SOLVE ISSUES
- 12. © 2016 PURE STORAGE INC.12 HOW DOES CUSTOMER SUCCESS METHODOLOGY APPLY TO INFRASTRUCTURE TECHNOLOGY?
- 13. © 2016 PURE STORAGE INC.13 A QUESTION WE ASK EVERYONE AT PURE…
- 14. © 2016 PURE STORAGE INC.14 WHICH COMPANY… • Disrupted a multi-billion dollar infrastructure technology industry? • Replaced adoption complexity with simplified end user controls? • Introduced simplified pricing and low-risk implementations? • Easy to expand capacity and use new features without disrupting All-Inclusive Software Pricing Locked-In Never Re-Buy What You Bought Health Checks Every 30 Seconds Predictive Support 99.9999 availability
- 15. © 2016 PURE STORAGE INC.15 OUR APPROACH ALIGNING CUSTOMER SUCCESS TEAMS & OUR CUSTOMER LIFECYCLE
- 16. © 2016 PURE STORAGE INC.16 PLAN FOR SUCCESS ALIGNING DISTINCT FUNCTIONS TOWARDS COMMON GOALS • MISSION, VISION, MOTTOS • VALUES & GUIDING PRINCIPLES • BUSINESS RESULTS • CUSTOMER/PARTNER SUCCESS • EMPLOYEE SUCCESS • OPERATIONAL SUCCESS
- 17. © 2016 PURE STORAGE INC.17 OUR CUSTOMER LIFECYCLE CUSTOMER SUCCESS CHARTERS ACROSS OUR ORGANIZATIONS OPPORTUNITY IDENTIFICATION QUALIFIED OPPORTUNITY ORDER BOOKING ONBOARDING PREDICTIVE SUPPORT RETENTION / EXPANSION Sales ExecutionServices Execution AE/SE AE/SE ISR/BDR IE/SA TSE SAM/DSE
- 18. © 2016 PURE STORAGE INC.18 DATA DRIVEN ADOPTION, SUPPORT, UPSELL & INNOVATION CUSTOMER SUCCESS CHARTERS ACROSS OUR ORGANIZATIONS WAYS TO INNOVATE PREDICTIVE ANALYTICS REPEAT BUY METRICS
- 19. © 2016 PURE STORAGE INC.19 ROLES & EXECUTION EVOLVING ROLES & CALLS TO ACTION
- 20. © 2016 PURE STORAGE INC.20 ROLES & RESPONSIBILITIES EVOLUTION OF CUSTOMER SUCCESS ROLES WITHIN INFRASTRUCTURE IT CUSTOMER SUCCESS MANAGER SERVICE ACCOUNT MANAGER TECHNICAL ACCOUNT MANAGER •ACCOUNT MANAGEMENT •RETENTION / EXPANSION TARGETS •PART OF ACCOUNT TEAM •VARIABLE TIED TO SALES •SUPPORTS ACCOUNT TEAM •MBO’s
- 21. © 2016 PURE STORAGE INC.21 MATCHING INSIGHTS WITH EXECUTION EXAMPLES OF PROACTIVE & REACTIVE CALLS TO ACTION <10% ARRAY CPACITY USED AFTER 30 DAYS SEVERITY 1 CASE WITH NO UPDATE IN 4 HOURS SEVERITY 2 CASE WITH NO UPDATE IN 24 HOURS 1-DAY POST QBR SURVEY 30-60-90 DAY ONBOARDING STATUS ALERTS >10% CUSTOMER HEALTH VARIANCE >80% ARRAY CAPACITY UTILIZED MIXED WORKLOAD ALERT DE-DUPE RATIO CHANGE ALERT 180-120-90 DAY RENEWAL ALERTS
- 22. © 2016 PURE STORAGE INC.22 WRAPPING IT UP HARNESSING THE POWER OF DATA WITH INFRASTRUCTURE IT WINNING INFRASTRUCTURE TECHNOLOGY PARTNER SUCCESS CUSTOMER SUCCESS SIMPLICITY EXTENSIBILITY DATA-RICH, SaaS-LIKE CUSTOMER EXPERIENCE SHARING CUSTOMER SUCCESS METHODOLOGIES PARTNER ENABLEMENT PLANS IDENTICAL TO OUR OWN PARTNER IS A PART OF OUR PLAN FOR SUCCESS TOOLS & DATA CAN COMPENSATE FOR ORG STRUCTURE CULTURAL MINDSET COMP PLANS SHOULD REFLECT A CUSTOMER SUCCESS CHARTER
- 23. © 2016 PURE STORAGE INC.23 THANK YOU DELIVERING CUSTOMER SUCCESS AT AN INFRASTRUCTURE COMPANY Alex Hesterberg VP, Customer Success & Technical Field Operations
- 24. Q&AQ&A
Editor's Notes
- ConocoPhilips ConocoPhillips is a multinational energy corporation and is the world’s largest independent exploration and production company, based on production of liquids and natural gas. A Fortune 500 company, it employs 18,000 people across the globe Challenges: Lower oil prices put a premium on operational efficiency Results: Accelerated forecasting, analytics and modeling for strategically important Oracle/SAP applications; $2 million positive change in TCO from Evergreen Storage. Sharply lower OPEX, no need for storage admin position; vastly reduced latencies Source: Externally approved- Dominos Domino’s is the leader in home-delivery pizza, with more than 12,000 stores in over 80 countries delivering more than 1 million pizzas every day. Challenges: Domino’s online order app was running on fully loaded VNXs and as a result were creating performance issues Results: Now the critical online order app runs on Pure, as do the data warehouse/analytics applications, which were moved off IBM/Netezza to SQL. Resiliency, support, ease of use and simplicity of architecture were the driving factors in our favor. Source: Externally Approved-limited content online-see SKO 2016 Lookbook Avago is a leading semiconductor device supplier to the wireless, enterprise storage, wired, and industrial end markets. Challenges: Low available storage: 30 TB of space utilized up to 80 to 90 percent • Storage that could not scale with business needs • High latency with slow access to applications and long lead time needed for report generation Results: Set-up in a half day vs. 1 week • 5 racks of storage down to 1 rack • Report generation cut in half Source: Full case study: http://www.purestorage.com/customers/avago.html
- The evolved into a customer experience tool – making life easier with plugins, apps, AI and user data collection
- Harnessing the intelligence from our product lines gives us the data we need to constantly improve our customer’s product experience. But this constant real-time data allows for MUCH MUCH if you can take advantage of it.
- There is a very good set of reasons why we see each customer’s journey with us more like this than the traditional, legacy, short cycled heavy professional services methodologies of the past. But I think this is best illustrated with some trends we’re seeing.
- There is a very good set of reasons why we see each customer’s journey with us more like this than the traditional, legacy, short cycled heavy professional services methodologies of the past. But I think this is best illustrated with some trends we’re seeing.
- There is a very good set of reasons why we see each customer’s journey with us more like this than the traditional, legacy, short cycled heavy professional services methodologies of the past. But I think this is best illustrated with some trends we’re seeing.
- There is a very good set of reasons why we see each customer’s journey with us more like this than the traditional, legacy, short cycled heavy professional services methodologies of the past. But I think this is best illustrated with some trends we’re seeing.