Scott: Monitor granular account KPIs instead of obsessing over a single metric
Roger Scott · "7 Tips and Tricks to having happy customers at Scale" New Relic EVP, Roger Scott · Jul 30, 2019 · at 20:41
This episode carries Roger Scott's own address, with nobody on the show putting questions to them. It still counts as said, and it is kept out of every score on their page.
Roger Scott, Chief Customer Officer at New Relic, shares customer success leadership lessons at SaaStr Annual 2019 regarding measuring customer health.
0:00 / 0:23exact quote · 23.2s
▶ Watch the full episode on YouTube → 720p mp4 · rendered on demand · StarZero watermark
“We started out this This part of our journey, by trying to define an aggregate customer health metric, and I think we just got into analysis paralysis, and whilst I think ultimately it's useful to have a single metric, there's a whole plethora of KPIs that you should be monitoring as an organization, down at the individual account level, that tells you, is an account healthy?”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Roger Scott
Scott: Scaling SaaS Requires a Service Strategy, Not Just Tech and Sales
“And I think it's critical if you're trying to scale a business to start having this service mentality mindset that it's not about the technology alone, and it's not about technology with a bunch of sales people, but it's actually what is the service delivery s…”
Scott: SaaS companies must master unscalable white-glove service before automating customer success
“Pay attention to the white glove service, which doesn't inherently scale, to then be able to at some point in time scale that whether it's through digital channels, or through automation, or growth engineering, or a combination of all those.”
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.”
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: New Relic exceeds $550M ARR with 50%+ Fortune 100 penetration
“We're a five hundred and fifty million dollar plus ARR company. Since, you know, over the last four years, going from 140 to five 50, we're still growing at 30 to 35%. We've re-accelerated growth. If you look today, over 50% of the Fortune 100 would now use ou…”