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 Fit Customer Success into your SaaS Stack - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Marketo, Zuora, and Influitive.

1. How to fit Customer
Success in Your SaaS Stack
Mark Organ, Influitive Travis Huch, Zuora Jim Hickey, Marketo

2. Mark Organ
Influitive
Influitive, the advocate marketing experts, helps B2B marketers
capture the enthusiasm of their customers, partners and fans, and
turn that into a powerful force for igniting business growth. By
mobilizing product and company evangelists, marketing and sales
teams exponentially increase their marketing reach and revenue
potential, while offering a superior buyer experience.
CEO, Influitive

3. Leveraging Customer Success with Advocates

4. The Customer Success function is
critical to a company’s early success.
Customer Success Customer Strategy Founder/CEO

5. Customer Success is underfunded.

6. The link between Customer Success success
and new logo growth is an advocate program.

7. Tap the full potential of advocate
passion!

8. Advocacy is also a key success
metric for customer health.

9. Leveraging Customer Success with Advocates
Thank you.

10. Travis Huch
Zuora
VP Marketing
In his current role Travis leverages his work
with Zuora’s customers to share knowledge
that drives repeatable success in creating and
growing recurring revenue streams. After 20
years in sales (5 ½ with Zuora) he has moved
over to marketing to help leverage Zuora’s
content to drive demand.

11. #CloudStack
We work with many fast growing
companies. They all seem to be
selecting a business stack of
applications that are all best of breed
and work together well. The concept
of customer success is something
new companies inherently
understand, so success is always an
integral part of the stack.

12. What you get when things work together

13. Framework for Success
• Break down areas of value
• Build a shared vocabulary
• Quantify business outcomes
for customers
• Education becomes part of the
content strategy

14. Thank You!
travis@zuora.com
@travishuch

15. Director, Customer Success
• Customer Success Operations
• 15+ years –Account Management, Success & Pro Svcs
• 5 years at Marketo
• Love Russian River IPA
• Die hard New York Jets Fan!
Jim Hickey
Marketo

16. MARKETING SOFTWARE.
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17. Leader in cloud-based marketing software
>3,000 customers in 36 countries
>190 ecosystem partners
>40,000 Marketing Nation community members
>500 employees in U.S., Europe, Australia, Israel
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19. Customer Success Operations
Customer Success Operations
SupportProfessional
Services
EducationAccount
Management
• Systems
• Process
• Tools
• Promote visibility across business lines
• Alignment of processes and tools
• Empower & train workforce

20. Islands of Excellence
• CRM
• Professional Service Automation
• Service Cloud
• Learning Management System
• Renewal Management
• Gainsight
• Marketo
• Accounting

21. Too Many Cooks

22. Bridging the Islands of Excellence
• Visibility & Relevancy
• Usage/Adoption
• Roles
• Goals/Value
• Scorecards
• Metric alignment
• Manual/Automated
• Tasks/Playbooks
• Customer Marketing
• CAM Team Performance

23. Customer Operational Cockpit

24. Q & A