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How to Scale Customer Success to Millions of Users
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How to Scale Customer Success to Millions of Users
description
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 Scale Customer Success to Millions of Users - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from LinkedIn, Dropbox, Salesforce.com
Transcript of How to Scale Customer Success to Millions of Users
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
