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From Support to Success: How Splunk Evolved its Success Services to Deliver More Customer Value

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• This webinar is being recorded

• The slides will be shared

• Q&A throughout the presentation and at the end

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Copyright © 2014 Splunk Inc.

Success Services Evolution @ SplunkJeffrey Johnson, Director9 Feb 2016

AGENDA

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1. About Jeffrey Johnson2. About Splunk3. Success Journey & Evolution4. The Old World5. The New World6. Tool & Process Changes7. Q & A

ABOUT ME

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• 1 year golf pro• 2 ½ career holes-in-one

• 10 years software development• 10 years in life sciences software start-

ups• Developer• Tech Support• Education• Professional Services• Product Management• Voice of Customer

• Inherited Splunk Community in 2016 dormie@splunk.com

Jeffrey Johnson – Director Customer & Community Programs

ABOUT SPLUNK

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Company (NASDAQ: SPLK)

Company Mission:Make machine data accessible, usable and valuable to everyone.

Founded: 2004

Customers: 12,500+ worldwide

Revenue: $930M (FY17 projected)

Employees: 2,600+ worldwide

Headquarters: San Francisco

SPLUNK’S CHALLENGES

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• Rapid-growth – In a “do-ocracy”– Lack of consistency

• Organizational Alignment

– Sales Engineering– Professional Services– Support & Success– Documentation– Education

CUSTOMERS SPLUNK

• Platform – So many possibilities

• Imagination– Art of the Possible

• High complexity– Enterprise software

• “Small” accounts– Resource constraints

SPLUNK’S GOALS

Foster Splunk

Champions

Maximize Customer

Value

Accelerate Adoption

Self-Enablement 8

WHAT DO CUSTOMERS NEED?Voice of Customer– NPS & relationship surveys– Engagement surveys– Customer Advisory CouncilsBusiness Value Consulting– Art of the Possible– Glass Table ExercisesMetrics– What do successful customers purchase?– Usage and adoption trends– How do successful customers engage– Measure impact of services on success

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SUCCESS MATURITY

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EVOLUTION OF SUCCESS SERVICES

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SPLUNK>

The Old World @ Splunk

THE OLD WORLD

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SupportSale Implementation

THE OLD WORLD

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SupportSale Implementation

THE OLD WORLD – TEAMS IN SILOS

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Field Tech Services

Pro Serv Sales Eng

Customer Success

Support EDU Community

Chief Revenue Officer

Introducing the ‘CAST’

TEAMS IN SILOS

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Field Tech Services

Pro Serv Sales Eng

Customer Success

Support CAST EDU Community

Chief Revenue Officer

CUSTOMER ADVISORY & SUCCESS TEAM

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MISSION

• Adoption

• Value RealizationPost-Sale

Renewals

Community

EDUCAST / SAE

SupportPre-Sale

Sales Reps

Sales Eng

PS / Client Architect

Field Enablem

ent

Sales Ops

CUSTOMER ADVISORY & SUCCESS TEAM

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• 2013• Initiation (2 / 3)

• 2014• Show value (8 / 15)

• 2015• Growth (32 / 60)

• 2016• Global (55 / 130)

Post-Sale

Renewals

Community

EDUCAST / SAE

SupportPre-Sale

Sales Reps

Sales Eng

PS / Client Architect

Field Enablem

ent

Sales Ops

The New World @ Splunk

CUSTOMER ADVISORY & SUCCESS TEAM

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• Stick with standard terminology

– “Customer Success Manager”• Break roles apart

– CSM– Consulting / Implementation– Build Engineer

• Be prescriptive– Recommend the right services– Exert your expertise

LESSONS LEARNED ADJUSTMENTS

• Confusion on role of SAE

– Internal & external• Role is too broad

– Different for each customer

• Hard to hire– Tech + business focus– Splunk expertise

• Customers are looking for direction

THE NEW WORLD – INTEGRATED TEAMS

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Customer Success

Field Technical

Sales Eng

Solution Architects

Services

Pro Serv

CAST

Support EDU Community

Chief Revenue Officer

• Focus on long-term success of customers• Unified team, uniform delivery,

consolidated knowledge• New & distinct service roles• Clear definition of services & roles

THE NEW WORLD – INTEGRATED SERVICES

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Data Analysis/Visualization

Scope Architect Deploy Value Realization /Journey

Expert/Architect Services Implementation Services Support Services

Program / Project Management

Advisory / Transformation and Expansion / Expert Services

Education, Training and Knowledge Transfer

THE NEW WORLD – L.A.E.R.

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Support Active management Escalations

Adoption Use Case Analysis

Build Engineer

Advisory Best practices Value Consulting

Education Training Certifications

Sales Eng Continued discovery

Community involvement

Sale Implementation

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Pro Serv

• Implementation• Dashboards• Configuration• Onboarding• Upgrades

CAST

• Value realization• QBRs• Cases & Features• Dashboards• Configuration• Onboarding• Upgrades

Sales Eng

• POCs• Dashboards• Configuration• Value realization

THE NEW WORLD – CENTRALIZATION

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ServicesCONSULTING

• Implementation / Configuration• Data ingestion

ADVISORY• Value consulting• Adopt & expand

BUILD• Dashboards• Visualizations

Sales Eng

• POCs• Client Architects• Use Case Solutions

THE NEW WORLD – CENTRALIZATION

Processes & Tools

PRESCRIPTIVE SERVICES

1. Shift to prescriptive service offerings

2. Utilize internal expertise, experience, data, past successes

3. Minimize “What can we do for you?”

4. Customers are seeking your expertise

5. Mature the offerings over time

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THE NEW WORLD – PRESCRIPTIVE SERVICES

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Complexity

LOWMEDIUM

HIGH

Maturity

LOWMEDIUM

HIGH

Apps

ESITSIUBA

Svc Recommendation *

- 100 Pro Serv- Named CSM

- 100 EDU Credits- 10 Certifications

- Enterprise Support- Build Consultant

* EXAMPLE ONLY

EVOLVE PROCESS & TOOLS FOR SCALE

Splunk was 40+ CSMs before adopting Gainsight – living in the wild west

Had minimal on-boarding and training for new CSMs

Had complete lack of service delivery standards

Purchased Gainsight primarily for standardization of service delivery

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EVOLVE PROCESS & TOOLS FOR SCALE

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STRATEGY

• Customer journeys• Standardization • Playbooks• Service delivery

SCALE & AUTOMATION

• Playbook automation• Lifecycle transitions• Automated touchpoints

ASSET REPOSITORY

• Templates• Process documents

Scaling with Playbooks

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Managing Risk with Health Scoring

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EVOLVE PROCESS & TOOLS FOR SCALE

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LESSONS LEARNED

• Focus on process development in early stages• Understand your customers and paths to success first• Invest in tools at the right time (10-15 person team)• Plan for the necessary long-term support resources

– Tool administration– Content development & maintenance– Continuous improvement

FINAL WRAP-UP

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1. Align service organizations to focus on Customer journey & success

2. Centralize services & knowledge

3. Be prescriptive with customers about how they get to maximum value realization

4. Right-time adoption of tools and process

5. Invest in process & asset development

Questions?