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

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 :)