Pure Storage + Gainsight | Delivering Customer Success at an Infrastructure Company

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Delivering Customer Success at an Infrastructure Company

Todays Speaker

Alex HesterbergVice President, Customer Success & Technical Field Operations at Pure StoragePast experience includes Professional Services at Riverbed and Symantec (formerly Veritas)

SMARTDELIVERING CUSTOMER SUCCESS AT AN INFRASTRUCTURE COMPANY

Alex HesterbergVP, Customer Success & Technical Field Operations

STORAGE

2016 PURE STORAGE INC.#

PURE STORAGE: COMPANY-AT-A-GLANCEFounded in 2009, Pure Storage has disrupted the storage industry with an innovative subscription based business model and radically simple technologyOver 1,800 employeesOperating worldwide in 28 countriesPublicly traded on NYSE under the symbol PSTGRevenue:$42.7m FY14$174.4m FY15$440.3m FY16COMPANY HIGHLIGHTSA PORTFOLIO OF INNOVATIONEVERGREENSTORAGE

FLASHARRAY

FLASHBLADE

FLASHSTACK

PURE1

The most recommended infrastructure tech productCertified NPS score of 83.5

Leader in IDC MarketScape:Worldwide All-Flash ArrayJanuary, 2016

Leader in Gartner Magic Quadrant forSolid State ArraysAugust, 2016June, 2015August, 2014GLOBALLY RECOGNIZED AS A LEADER

OVER 2,350 CUSTOMERS IN 4 YEARS

2016 PURE STORAGE INC.#

4

SMART STORAGEFOR CLOUD IT

2016 PURE STORAGE INC.#

ACCELERATEDIGITAL BUSINESS

FASTERAPPLICATIONS

RICH, MOBILEEXPERIENCES

RAPIDDEVELOPMENT

2016 PURE STORAGE INC.#ConocoPhilipsConocoPhillips is a multinational energy corporation and is the worlds largest independent exploration and production company, based on production of liquids and natural gas. A Fortune 500 company, it employs 18,000 people across the globeChallenges: Lower oil prices put a premium on operational efficiencyResults: Accelerated forecasting, analytics and modeling for strategically important Oracle/SAP applications; $2 million positive change in TCO from Evergreen Storage. Sharply lower OPEX, no need for storage admin position; vastly reduced latenciesSource: Externally approved-

DominosDominos is the leader in home-delivery pizza, with more than 12,000 stores in over 80 countries delivering more than 1 million pizzas every day.Challenges: Dominos online order app was running on fully loaded VNXs and as a result were creating performance issuesResults: Now the critical online order app runs on Pure, as do the data warehouse/analytics applications, which were moved off IBM/Netezza to SQL. Resiliency, support, ease of use and simplicity of architecture were the driving factors in our favor.Source: Externally Approved-limited content online-see SKO 2016 Lookbook

Avagois a leading semiconductor device supplier to the wireless, enterprise storage, wired, and industrial end markets.Challenges:Low available storage: 30 TB of space utilized up to 80 to 90 percent Storage that could not scale with business needs High latency with slow access to applications and long lead time needed for report generationResults:Set-up in a half day vs. 1 week 5 racks of storage down to 1 rack Report generation cut in halfSource: Full case study: http://www.purestorage.com/customers/avago.html

HARNESSING PRODUCT INTELLIGENCE

CUSTOMER DATALEADS TOCUSTOMER SUCCESS

2016 PURE STORAGE INC.#

REMEMBERWHEN?

2016 PURE STORAGE INC.#The evolved into a customer experience tool making life easier with plugins, apps, AI and user data collection

?STORAGEIT CAN NO LONGER BE THAT DUMB BOX IN THE CORNER YOU SAVE STUFF TO

2016 PURE STORAGE INC.#

275REAL-TIMEISSUEFINGERPRINTS>7 PBMETADATA UNDERREAL-TIMEANALYSIS8,600INCIDENTSAUTOMATICALLYIDENTIFIED &RESOLVED380SEV1 ISSUESAVOIDEDTO DATE>1 BPROBES /DAY

2016 PURE STORAGE INC.#Harnessing the intelligence from our product lines gives us the data we need to constantly improve our customers product experience. But this constant real-time data allows for MUCH MUCH if you can take advantage of it.

DATAITS NOT JUST FOR REPORTSAT THE CORE OF PRODUCT IMPROVEMENT, CUSTOMER SATISFACTION & CUSTOMER EXPANSIONWAYS TO INNOVATE REPEAT BUY METRICSPREDICTIVE ANALYTICSFEATURES USED THE MOST/LEASTCUSTOMER FEEDBACK LOOPSHURDLES TO ADOPTION

BY THEATREBY SEGMENTBY VERTICALFINGERPRINT SEVERITY 1 CASESSIZING & WORKLOAD PERFORMANCEWHICH NEW FEATURES SOLVE ISSUES

2016 PURE STORAGE INC.#

HOW DOES CUSTOMER SUCCESS METHODOLOGY APPLY TO INFRASTRUCTURE TECHNOLOGY?

2016 PURE STORAGE INC.#

A QUESTION WE ASK EVERYONE AT PURE

2016 PURE STORAGE INC.#

WHICH COMPANYDisrupted a multi-billion dollar infrastructure technology industry?Replaced adoption complexity with simplified end user controls?Introduced simplified pricing and low-risk implementations?Easy to expand capacity and use new features without disrupting users?Offers 99.999 availability with an always-on architecture?

All-Inclusive SoftwarePricing Locked-InNever Re-Buy What You BoughtHealth Checks Every 30 SecondsPredictive Support99.9999 availability

2016 PURE STORAGE INC.#

OUR APPROACH

ALIGNING CUSTOMER SUCCESS TEAMS& OUR CUSTOMER LIFECYCLE

2016 PURE STORAGE INC.#

PLAN FOR SUCCESSALIGNING DISTINCT FUNCTIONS TOWARDS COMMON GOALS

MISSION, VISION, MOTTOSVALUES & GUIDING PRINCIPLES

BUSINESS RESULTS

CUSTOMER/PARTNER SUCCESS

EMPLOYEE SUCCESS

OPERATIONAL SUCCESS

2016 PURE STORAGE INC.#There is a very good set of reasons why we see each customers journey with us more like this than the traditional, legacy, short cycled heavy professional services methodologies of the past. But I think this is best illustrated with some trends were seeing.

OUR CUSTOMER LIFECYCLECUSTOMER SUCCESS CHARTERS ACROSS OUR ORGANIZATIONSSales ExecutionServices ExecutionAE/SEAE/SEISR/BDRIE/SATSESAM/DSE

2016 PURE STORAGE INC.#There is a very good set of reasons why we see each customers journey with us more like this than the traditional, legacy, short cycled heavy professional services methodologies of the past. But I think this is best illustrated with some trends were seeing.

DATA DRIVEN ADOPTION, SUPPORT, UPSELL & INNOVATIONCUSTOMER SUCCESS CHARTERS ACROSS OUR ORGANIZATIONS

WAYS TO INNOVATE PREDICTIVE ANALYTICSREPEAT BUY METRICS

2016 PURE STORAGE INC.#There is a very good set of reasons why we see each customers journey with us more like this than the traditional, legacy, short cycled heavy professional services methodologies of the past. But I think this is best illustrated with some trends were seeing.

ROLES & EXECUTION

EVOLVING ROLES & CALLS TO ACTION

2016 PURE STORAGE INC.#

ROLES & RESPONSIBILITIES EVOLUTION OF CUSTOMER SUCCESS ROLES WITHIN INFRASTRUCTURE IT

2016 PURE STORAGE INC.#There is a very good set of reasons why we see each customers journey with us more like this than the traditional, legacy, short cycled heavy professional services methodologies of the past. But I think this is best illustrated with some trends were seeing.

MATCHING INSIGHTS WITH EXECUTIONEXAMPLES OF PROACTIVE & REACTIVE CALLS TO ACTION10% CUSTOMER HEALTH VARIANCE >80% ARRAY CAPACITY UTILIZEDMIXED WORKLOAD ALERTDE-DUPE RATIO CHANGE ALERT180-120-90 DAY RENEWAL ALERTS

2016 PURE STORAGE INC.#WRAPPING IT UPHARNESSING THE POWER OF DATA WITH INFRASTRUCTURE ITWINNING INFRASTRUCTURE TECHNOLOGYPARTNER SUCCESSCUSTOMER SUCCESSSIMPLICITYEXTENSIBILITYDATA-RICH, SaaS-LIKE CUSTOMER EXPERIENCE

SHARING CUSTOMER SUCCESS METHODOLOGIESPARTNER ENABLEMENT PLANS IDENTICAL TO OUR OWNPARTNER IS A PART OF OUR PLAN FOR SUCCESSTOOLS & DATA CAN COMPENSATE FOR ORG STRUCTURECULTURAL MINDSETCOMP PLANS SHOULD REFLECT A CUSTOMER SUCCESS CHARTER

2016 PURE STORAGE INC.#

THANKYOUDELIVERING CUSTOMER SUCCESS AT AN INFRASTRUCTURE COMPANY

Alex HesterbergVP, Customer Success & Technical Field Operations

2016 PURE STORAGE INC.#

Q&AQ&A

Mission: (Insert personal mission)Vision: (Insert personal vision)Mottos: (Insert personal Motto)

Values: (Insert Personal Values)

Guiding Principles

(Insert Guiding Principles)

BUSINESS RESULTS:

(Insert the activities and performance metrics on how you are going to drive business results)

CUSTOMER/PARTNER SUCCESS:

(Insert the activities and performance metrics on how you are going to drive customer / partner success)

EMPLOYEE SUCCESS:

(Insert the activities and performance metrics on how you are going to drive employee success)

OPERATIONAL EXCELLENCE:

(Insert the activities and performance metrics on how you are going to drive operational excellence)