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Episode 1: (B2B) Parag Kulkarni, VP SaaS Engineering, Nutanix
Key Insights:
o Nutanix NPS is ~90. For B2B Technology companies, average hovers around 30. Clearly, Nutanix is doing something unique.
o The team that provides technology tools for Support sits within Engineering rather than in IT/Support. I thought this was super clever -- that way head count of the team will come from Engg budget rather than IT budget (Engg budget > IT budget). Also, that way support tools team is sitting closely with engineering allowing them to better align with the product.
o They have built on top of existing support tools (e.g, Salesforce ServiceCloud) to provide unique experiences for their customers e.g., with more than 50% of their machines sending data back to them, they can generate "cross-customer" insights to do proactive support.
o Parag's favorite book: Measure What Matters, John Doerr,
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By Sandeep Jain
5
55 ratings
Key Insights:
o Nutanix NPS is ~90. For B2B Technology companies, average hovers around 30. Clearly, Nutanix is doing something unique.
o The team that provides technology tools for Support sits within Engineering rather than in IT/Support. I thought this was super clever -- that way head count of the team will come from Engg budget rather than IT budget (Engg budget > IT budget). Also, that way support tools team is sitting closely with engineering allowing them to better align with the product.
o They have built on top of existing support tools (e.g, Salesforce ServiceCloud) to provide unique experiences for their customers e.g., with more than 50% of their machines sending data back to them, they can generate "cross-customer" insights to do proactive support.
o Parag's favorite book: Measure What Matters, John Doerr,