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

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 :)