Customer expectations are at an all-time high, making it more and more difficult for companies to please them. Companies who understand their customers well are the ones who rise to the top over their competitors. New Relic, provider of real-time insights for software-driven businesses has this formula figured out. Roger Scott, New Relic's EVP and Chief Customer Officer shares his 7 tips and tricks for keeping your customers happy— and how to do so at a large scale.

1. 7 tips and tricks to
having happy
customers at scale
Roger Scott
EVP and Chief Customer
Officer, New Relic

2. Our vision: create a more perfect internet.

3. ©2008–19 New Relic, Inc. All rights reserved
14,000+
Disruptors
2,000+
Global Enterprises
New Relic Partners with Modern Teams
Delivering the real-time insights that software-driven businesses need to innovate faster.
3
NEWR
NYSE – 2014
50%
Fortune 100
2B+
Scale: Events &
metrics per
minute

4. Subject matter

5. Mindfulness

6. Intimacy & trust

7. Sales
Marketing
Services
Pre - 1995 XaaSSocial.com
Who informs the buyer today?
“When the product is a service, everything else is too”
Source: The State of Expand Selling - TSIA, 2018

8. 7 tips and tricks to having
happy customers at scale
Team Slow Down Journey Customer
Health
Vision Lifelong
Advocates
Trust

9. 1. Build your team with an eye toward
the future.

10. 2. Develop a joint vision of success.

11. 3. Slow down to go fast.

12. 4. Define the customer journeys.

13. 5. Create a customer health discipline.

14. 6. Develop lifelong customer advocates.

15. 7. Establish trust above all else.

16. Ubuntu
We are because they are
@saffainsf

17. Thank you