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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