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Roger Scott

5 statements across 1 episodes · 4 bullish · 0 bearish · 1 people on the record · first statement Jul 30, 2019 by Roger Scott · across every show →

On the record as a speaker too: Roger Scott's record, appearances and statements → this page counts the times other people say the name.

Everything said about Roger Scott, oldest first

Jul 30, 2019 positive
Insight
Scott: Supporting Customers During Peak Events Builds Empathy for Future Outages
“Because if you're there and you can build that trust, they'll be there for you when inevitably something goes wrong with your service. And they'll understand that you've got, they've got empathy for you because you were there for them and they will likewise be…”
Roger Scott Jul 30, 2019 ▶ 25:46 "7 Tips and Tricks to having happy customers at Scale" New Relic EVP, Roger Scott
Jul 30, 2019 positive
Assertion Not checkable as stated
Scott: 50% of New Relic's 75 CS managers were promoted internally
“The 75 managers in my, people who have a management responsibility in my team today, 50% of them got their first management gig in the company.”
Roger Scott Jul 30, 2019 ▶ 14:02 "7 Tips and Tricks to having happy customers at Scale" New Relic EVP, Roger Scott
Jul 30, 2019 positive
Assertion Not checkable as stated
Scott: Executive advocates moving between companies drove massive value for New Relic
“Right up to the senior executives, and so that when a senior executive like Paul Cheeseborough, who was here at News UK, went to News Corp as a global organization, went to 21st Century Fox, which part of which was acquired by Disney, that connection has been …”
Roger Scott Jul 30, 2019 ▶ 23:19 "7 Tips and Tricks to having happy customers at Scale" New Relic EVP, Roger Scott
Jul 30, 2019 positive
Insight
Scott: Customer journeys should be structured around personas, not products
“We argue that persona is the critical one, especially as we're going to be developing loads more products over time, and so we just want to focus on certain Personas and how we introduce those capabilities to them.”
Roger Scott Jul 30, 2019 ▶ 20:13 "7 Tips and Tricks to having happy customers at Scale" New Relic EVP, Roger Scott
Jul 30, 2019
Disclosure
New Relic affords direct CSMs for only 1,200 of 17,000 accounts
“If I think about it in our context, we've got 17,000 customers. We can probably afford to invest direct customer success management and the solution architects in about 1200 accounts.”
Roger Scott Jul 30, 2019 ▶ 19:38 "7 Tips and Tricks to having happy customers at Scale" New Relic EVP, Roger Scott
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