The Customer Support Podcast

Episode 20: (B2B) Patty Hatter, SVP Global Customer Services, Palo Alto Networks

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Key metric for Services organization (from a SaaS perspective) is Renewal

  • Patty leads Global Services Organization — Support, Professional Services and Success
  • Palo Alto is going through a huge transformation  from a hardware company to more of a SaaS company. Partners going through transformation as well
  • Huge focus on direct education to customers and even educating  partners
  • SaaS changes entire customer journey from pre-sales to post-sales — handoff is even more critical
  • Clear customer journey map is needed to do this handoff properly
  • Self-service and machine learning are big themes in services
  • We need to take “outside-in” view of our customers
  • Need to stitch together experience across all teams (support, success and professional services) in a seamless way
  • Key Metrics — renewal
  • Suggested resources — Everything Reid Hoffman :)
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    The Customer Support PodcastBy Sandeep Jain
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