How to Scale Customer Success to Millions of

Users

Dan Shapero

LinkedIn connects the world’s professionals to make

them more productive and successful. With over 300

million members worldwide, including executives from

every Fortune 500 company, LinkedIn is the world’s

largest professional network on the Internet.

Vice President

Talent Solutions &

Insights

Jon Perera

Adobe is the global leader in digital marketing and

digital media solutions. Our tools and services

allow our customers to reliably exchange the

world’s documents for universal access, review,

and approval.Vice President

Adobe EchoSign

@jon_perera

Why e-Signatures?

86% Savings in document costs

90% Decrease in time needed to get business contracts signed

67% U.S. based attorneys agree that paper-based contracts are prone to defacing

Source: Adobe Research, 2013-14

What is Adobe EchoSign?

Identity

Workflow

Document ProcessingDocument

Management

Cloud-Based eSignature Service

Our Customers

• 24M users

worldwide

• 47,000 new

users/day

• 3M

transactions/month

• > 30,000

organizations

Lessons Learned

• End to end customer experience is key

• Core systems: build for the future

• Align talent with maturity of business

@jon_perera

Ross Piper

VP Enterprise Strategy

Leyla Seka, Intrapreneur

SVP & GM, Desk.com

int-ra-pre-neur-ship (n):

Implementation of start-up practices within a large organization, producing valued innovation

Customer Success: Salesforce.com’s #1 Value

Desk.com: Customer Success Out-of-the-Box

Fast, Awesome Customer Service

WOW Customers with Whole Company Support

Right People, Right Role, Right Goals

Q & A