Acquisition isn't what it used to be - we can no longer rely on growth driven solely by acquisition. In his talk at SaaSFest 2017, Suneet Bhatt outlines how to drive growth from your support channels.

4. *

5. *
asterisk

6. pole star

7. Suneet Bhatt
Departing Chief Growth Officer
Help Scout

8. The Search for the Next Pole Star
Support-Driven Growth

9. Support-Driven Growth
World

15. :)

16. :)

19. Information

20. ego depletion

21. decision fatigue

23. my bad

27. $#&%!

28. E + TM = UAF

29. E + TM = UAF
Everyone and Their Mother = Undifferentiated AF

31. I ran out of room

32. 5,000+
150+

33. RETURNS

34. 1. Be on our side
2. Be personally accountable for our desired results
3. Solve our problems
4. Be proactive
5. Be innovative in responding to our needs
Robert Wollan, Global MD Accenture Management Consulting Division

35. 5,000+
150+

36. … - - - …

37. teotwawki

38. t.e.o.t.w.a.w.k.i.

39. :

40. 59%prefer homework over sales people

41. 75-90%of purchases influenced by peers

42. 100%of non-marketers and sales people hate marketers and sales

43. Who knew?

44. 1. Be on our side
2. Be personally accountable for our desired results
3. Solve our problems
4. Be proactive
5. Be innovative in responding to our needs
Robert Wollan, Global MD Accenture Management Consulting Division

45. 1. Be on our side
2. Be personally accountable for our desired results
3. Solve our problems
4. Be proactive
5. Be innovative in responding to our needs
Robert Wollan, Global MD Accenture Management Consulting Division

46. CX

47. how?

48. 5,000+
150+

51. Mo’ tussin.

56. tag

57. Customer Service teams already spend their entire
day doing precisely what the modern (increasingly
informed, increasingly confused) customer needs:
help cutting through the noise to find the fastest
way to a helpful answer.

58. helpful

59. $

60. $

63. 18%new deals come from support

65. DAMN.

66. DAMN.
Be HUMBLE.
(and Helpful.)

67. DAMN.
Be HUMBLE.
(and Helpful.)
Remix?

68. $$ I can’t show you the money $$

69. How are your customers engaging with support?

70. 300%
Pre-Trial
130%
<90 Days
300%
90-189 Days
240%
+180 Days

71. I want our customers
to build their strongest relationship with our support team.

72. Give AI a hug.

73. 4

74. 2

75. “The work done by machines won’t be what
differentiates a company. It will be what is expected.

76. “The work done by machines won’t be what
differentiates a company. It will be what is expected.
While the human beings working on the front lines,
collaborating with technology and standing on its
shoulders, will be what differentiate the best
companies from their peers.”

78. Magna
C
A
R
T
A

79. Magna
Continuous
Adaptive
Risk &
Trust
Assessment

81. 169

82. 169 500

83. 169 500 1200

84. 169 500 1200 4000

85. “customer first”

87. Customer Team first.