Some of the Things…

15 years of ServiceRocketRob Castaneda

Who Am I?• Founder / CEO ServiceRocket• Husband• Father• Coach• The lead guitarist in the most popular open source Rock Opera of 2016!

@robertcastaneda

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How I funded the company in 2001

Our Paid up Capital today

* Figures showed in dollars and cents

Growing up in the shadows of a Unicorn

Culture is everything. As a CEO, you OWN it.The culture of any organization is shaped by the worst behavior the leader is willing to tolerate.

*Gruenter and Whitaker

Building a BrandFrom Nothing to Sheep to Rockets• CustomWare• CustomWare Asia Pacific• CustomWare Asia Pacific (USA) Inc

• SERVICEROCKET!

Our Values

•Delight the Customer•Share the Knowledge•Think Team•Focus on the Outcome•Talk Straight

FULL TIME EMPLOYEES230

4 GLOBAL OFFICES – SYDNEY, PALO ALTO, SANTIAGO, KUALA LUMPUR

GLOBAL CULTURE1

Services? WTF

How can I monitor product use and proactivey identify improvements for my customer?

How can I help Customers implement our software? How can ensure our

product becomes integrated into customer people, processes, and systems?

How can I maintain engagement after initial launch?

How can I ensure broad adoption and every day use?

How can ensure our product becomes integrated into customer people, processes, and systems?

How do I create easy-to-use educational programs & tools?

Can I support users when they need help?

How can I help customers adapt to using our product??

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SOFTWARE ADOPTION CHALLENGES

Unfulfilled value MEANS INCREASED CHURN

Source: Consumption Economics: The New Rules of Tech

EFFECTIVE USAGE RATE OF ENTERPRISE SOFTWARE

50%

1/7ONLY OF ENTERPRISE SOFTWARE DEVELOPMENTS

ARE RATED SUCCESSFUL BY IT EXECS

CROSSING THE CHASM

WHOLE PRODUCT

WHAT IS A whole product?

Hardware

Software

Services Connectivity

Implementation

Peripherals

Training

ComplementaryProducts

ComplementaryServices Core

ProductSupport

Whole Product = Core Product + Key Enablers

How I think of Software Adoption

• Cascades - Water & Gravity.• Remove the Friction • Grow organizational momentum • Where is the next bottleneck?

LEARNS

From Spring

To Waterfall

Give them Fish?

Teach them to Fish!

Building a Board• Why have a board?

• You’re Self Funded• You’re Profitable• You’re in Control of your Future

Right?

Expanding Globally

• As a final step, pass the “livable” test. Only open up an office in a location where you could live.

• Better to be the bigger fish in a smaller pond

• A Services Culture in Product results in answering YES to EVERYTHING

• Hired a Product VP• Invest in Training/Learning• Destination, Tracks & Train

Lessons from growing a Product Team inside a Services Company

Selling doesn’t always help …but helping sells.

Software Adoption –Services

• Be the Best Pit Crew & GPS• The Customer is the BEST Driver• Don’t be the Backseat Driver

Lessons in Software Adoption - Partners• Nurture your Partners• Use their brain cycles• Allow them to innovate and win

Mentorship

Thank You

Questions?