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Delivering Customer Success at an Infrastructure Company
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Today’s Speaker
Alex Hesterberg• Vice President, Customer
Success & Technical Field Operations at Pure Storage
• Past experience includes Professional Services at Riverbed and Symantec (formerly Veritas)
© 2016 PURE STORAGE INC.3
SMARTDELIVERING CUSTOMER SUCCESS AT AN INFRASTRUCTURE COMPANY
Alex HesterbergVP, Customer Success & Technical Field Operations
STORAGE
© 2016 PURE STORAGE INC.4
PURE STORAGE: COMPANY-AT-A-GLANCE
Founded in 2009, Pure Storage has disrupted the storage industry with an innovative subscription based business model and radically simple technology• Over 1,800 employees• Operating worldwide in 28 countries• Publicly traded on NYSE under the symbol PSTG• Revenue:
$42.7m FY14$174.4m FY15$440.3m FY16
COMPANY HIGHLIGHTS A PORTFOLIO OF INNOVATION
EVERGREENSTORAGEFLASHARRAYFLASHBLADE FLASHSTACKPURE1
The most recommended infrastructure tech product• Certified NPS score of 83.5
Leader in IDC MarketScape:Worldwide All-Flash ArrayJanuary, 2016
Leader in Gartner Magic Quadrant forSolid State Arrays• August, 2016• June, 2015• August, 2014
GLOBALLY RECOGNIZED AS A LEADER
OVER 2,350 CUSTOMERS IN 4 YEARS
© 2016 PURE STORAGE INC.5
SMART STORAGEFOR CLOUD IT
© 2016 PURE STORAGE INC.6
ACCELERATEDIGITAL BUSINESS FASTER
APPLICATIONS RICH, MOBILEEXPERIENCES RAPID
DEVELOPMENT
© 2016 PURE STORAGE INC.7
HARNESSING PRODUCT
INTELLIGENCECUSTOMER DATA
LEADS TOCUSTOMER SUCCESS
© 2016 PURE STORAGE INC.8
REMEMBERWHEN?
© 2016 PURE STORAGE INC.9
?STORAGE
IT CAN NO LONGER BE THAT DUMB BOX IN THE CORNER YOU SAVE STUFF TO…
© 2016 PURE STORAGE INC.10
275REAL-TIME
ISSUEFINGERPRINTS
>7 PBMETADATA
UNDERREAL-TIMEANALYSIS
8,600INCIDENTS
AUTOMATICALLYIDENTIFIED &
RESOLVED
380SEV1 ISSUES
AVOIDEDTO DATE
>1 BPROBES /
DAY
© 2016 PURE STORAGE INC.11
DATA…IT’S NOT JUST FOR REPORTSAT THE CORE OF PRODUCT IMPROVEMENT, CUSTOMER SATISFACTION & CUSTOMER
EXPANSION
WAYS TO INNOVATE
REPEAT BUY
METRICS
PREDICTIVE
ANALYTICSFEATURES USED THE
MOST/LEAST
CUSTOMER FEEDBACK LOOPS
HURDLES TO ADOPTION
BY THEATRE
BY SEGMENT
BY VERTICAL
FINGERPRINT SEVERITY 1 CASES
SIZING & WORKLOAD PERFORMANCE
WHICH NEW FEATURES SOLVE ISSUES
© 2016 PURE STORAGE INC.12
HOW DOES CUSTOMER SUCCESS METHODOLOGY
APPLY TO INFRASTRUCTURE
TECHNOLOGY?
© 2016 PURE STORAGE INC.13
A QUESTION WE ASK EVERYONE AT PURE…
© 2016 PURE STORAGE INC.14
WHICH COMPANY…• Disrupted 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.15
OUR APPROACHALIGNING CUSTOMER SUCCESS TEAMS
& OUR CUSTOMER LIFECYCLE
© 2016 PURE STORAGE INC.16
PLAN FOR SUCCESSALIGNING DISTINCT FUNCTIONS TOWARDS COMMON GOALS
• MISSION, VISION, MOTTOS• VALUES & GUIDING PRINCIPLES
• BUSINESS RESULTS
• CUSTOMER/PARTNER SUCCESS
• EMPLOYEE SUCCESS
• OPERATIONAL SUCCESS
© 2016 PURE STORAGE INC.17
OUR CUSTOMER LIFECYCLECUSTOMER SUCCESS CHARTERS ACROSS OUR ORGANIZATIONS
OPPORTUNITY IDENTIFICATION
QUALIFIED OPPORTUNITY
ORDER BOOKING
ONBOARDING
PREDICTIVE SUPPORT
RETENTION / EXPANSION
Sales Execution
Services Execution
AE/SE
AE/SE
ISR/BDR
IE/SA
TSE
SAM/DSE
© 2016 PURE STORAGE INC.18
DATA DRIVEN ADOPTION, SUPPORT, UPSELL & INNOVATIONCUSTOMER SUCCESS CHARTERS ACROSS OUR ORGANIZATIONS
WAYS TO INNOVAT
E
PREDICTIVE
ANALYTICS
REPEAT BUY
METRICS
© 2016 PURE STORAGE INC.19
ROLES & EXECUTIONEVOLVING ROLES & CALLS TO ACTION
© 2016 PURE STORAGE INC.20
ROLES & RESPONSIBILITIES EVOLUTION OF CUSTOMER SUCCESS ROLES WITHIN INFRASTRUCTURE IT
CUSTOMER SUCCESS MANAGER
SERVICE ACCOUNT MANAGER
TECHNICAL ACCOUNT MANAGER
•ACCOUNT MANAGEMENT•RETENTION / EXPANSION TARGETS
•PART OF ACCOUNT TEAM•VARIABLE TIED TO SALES
•SUPPORTS ACCOUNT TEAM•MBO’s
© 2016 PURE STORAGE INC.21
MATCHING INSIGHTS WITH EXECUTIONEXAMPLES OF PROACTIVE & REACTIVE CALLS TO ACTION
<10% ARRAY CPACITY USED AFTER 30 DAYS
SEVERITY 1 CASE WITH NO UPDATE IN 4 HOURS
SEVERITY 2 CASE WITH NO UPDATE IN 24 HOURS
1-DAY POST QBR SURVEY
30-60-90 DAY ONBOARDING STATUS ALERTS
>10% CUSTOMER HEALTH VARIANCE
>80% ARRAY CAPACITY UTILIZED
MIXED WORKLOAD ALERT
DE-DUPE RATIO CHANGE ALERT
180-120-90 DAY RENEWAL ALERTS
© 2016 PURE STORAGE INC.22
WRAPPING IT UPHARNESSING THE POWER OF DATA WITH INFRASTRUCTURE IT
WINNING INFRASTRUCTU
RE TECHNOLOGY
PARTNER SUCCESS
CUSTOMER SUCCESS
SIMPLICITY
EXTENSIBILITY
DATA-RICH, SaaS-LIKE CUSTOMER EXPERIENCE
SHARING CUSTOMER SUCCESS METHODOLOGIES
PARTNER ENABLEMENT PLANS IDENTICAL TO OUR
OWN
PARTNER IS A PART OF OUR PLAN FOR SUCCESS
TOOLS & DATA CAN COMPENSATE FOR ORG STRUCTURE
CULTURAL MINDSET
COMP PLANS SHOULD REFLECT A CUSTOMER SUCCESS CHARTER
© 2016 PURE STORAGE INC.23
THANKYOUDELIVERING CUSTOMER SUCCESS AT AN INFRASTRUCTURE COMPANY
Alex HesterbergVP, Customer Success & Technical Field Operations
Q&AQ&A
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