Art PapasCEO & Founder,
Bullhorn
Bullhorn CRM– 525 Employees, 5 Global Offices– 100% True Cloud– 40%+ Bookings Growth– 70%+ Competitive Win-Rate
Financial Services Consulting CommercialReal Estate Staffing Marketing & PR
5,700+ Customers
Dr. Athena S Papas, DMD, PhDDr. Arthur N Papas, MD
Bullhorn Born
• $835 Million in Cash on Hand• Current Burn: 235K / mo
• Scenario 1:– Funding reasonably assured: Continue with
operating plan• Scenario 2:
– Funding not reasonably assured: Cut costs drastically.
Financial Situation
“You would make such a wonderful doctor”
“What about getting a Masters in Business?”
Leslie McIntyre
President, The McIntyre Group
Bullhorn’s Mission in 2003
To power the desk of every staffing professional worldwide
Mark EldridgeCEO, ALKU
Bob Boudreau
CEO, Winter Wyman
Robin MeePresident, Mee Derby
2004 2005 2006 20070
2
4
6
8
10
12
14
16 Bullhorn Annual Revenue
Bullhorn’s Mission in 2007
To power the desk of every staffing professional worldwideGLOBALDOMINATIO
N
20082009
20102011
20120
10203040506070
CustomerExperience Index
St. Louis
Vancouver
Virginia
San Francisco
Acquisition Spree
Bullhorn Annual Revenue
2009 2010 2011 201210
15
20
25
30
35
40
45
50
Winning
Leslie McIntyre
President, The McIntyre Group
20092010
20112012
20130
10203040506070 60 58 55
45
26
CustomerExperience Index
EmployeeSurvey
>50%
NEGATIVE
This company’s mission inspires me
Core Purpose
HELP BUSINESSES CREATE AN INCREDIBLE CUSTOMER EXPERIENCEWe help businesses achieve extraordinary results by transforming the way people work and interact with customers. We create software that’s both powerful and a pleasure to use and pair it with fantastic customer service.
+5%Employee
Engagement
94%CustomerRetention
+20%Customer Experience
Rally Cry: Create an IncredibleCustomer Experience
Customer Success
Incredible Products &
Service
Incredible Culture
Career Growth Growth
The Incredible Experience Cycle
CustomerExperience Index
BrowserSpeed Crashing
Other
NPS Comments
by Category
“We just upgraded to ‘S’ and I love
it!”
“Everything right! Yay!!!”“Best CRM out
there!”“User friendly – intuitive – interactive – good customer service”
“The best CRM I have used in my career”
“Love the enhancements that S Release has provided. Being able to use Chrome makes the software so much faster!”
“10!”
Jane Smith <[email protected]>
Bullhorn Pulse
Effortless, Continuous Data Capture at Massive Scale
“THIS CALL IS BEING
RECORDED”
Cierra CallowayTechnical Support Representative
“Let me say, in case someone is listening to the call, of all the many places we deal with for support, you solve problems faster than any one we’ve worked with. I wish everyone were like you guys.”
75%
80%
85%
90%
95%
100%
Jul-14 Mar-15
CSAT
Amrutha RajivSr. Software Engineer, Bullhorn
Dec-13
Feb-1
4Apr-
14Jun
-14Aug
-14Oct-
14Dec-
14Fe
b-15Apr-
15Jun
-15Aug
-1510
20
30
40
50
60
70
24 2630
3440 41
45
55
CustomerExperience Index
Jul-13
Sep-1
3Nov-
13Jan
-14Mar-
14
May-14
Jul-14
Sep-1
4Nov-
14Jan
-15Mar-
15
May-15
Jul-15
Sep-1
52.5
3
3.5
4
4.5
5
EmployeeExperience
BookingsGrowth
2013 2014 2015
40%+
Growth
• Create a memorable and polarizing mission• Eradicate goals that undermine the mission• Never OD on your own cool aid• Clear a path from customer feedback to
action• Abolish “we’re a big company” talk• Leverage recognition to drive cultural change
Creating an Incredible Experience CycleWhile Growing Fast
Leslie McIntyre
President, The McIntyre Group
Thank you!
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