DevRev for CIOs and CXOs
Summary
TLDRDhiraj Pandey, co-founder and CEO of DevRev, discusses the need for a CRM overhaul to be developer, product, and user-centric. He highlights the inefficiencies of current customer support and product planning tools, advocating for a unified 'Dev CRM' platform that integrates with various systems like GitHub, Slack, and billing for a holistic view of customer interactions. Pandey envisions this approach to modernize customer support, enhance user engagement, and improve net promoter scores by providing a 360-degree view of customer needs.
Takeaways
- 🚀 Dhiraj Pandey is the co-founder and CEO of DevRev, with a background as the founder CEO of Nutanix for nearly 12 years.
- 🎓 He is a continuous learner in consumer design and is involved in the board at Adobe.
- 🛠️ The current landscape has various tools for different departments like customer support, product management, user analytics, and marketing, each requiring separate licensing.
- 🔗 There is a need for integration by managers and analysts to connect these disparate systems, often using Slack channels or dashboards.
- 🛑 The speaker argues for a fundamental overhaul of CRM to be more developer, product, and user-centric, to reduce the cost of accessing product and user data.
- 🌐 The traditional CRM tools are outdated, built during an era dominated by companies like IBM and Oracle, and do not cater to today's self-researching and self-signing users.
- 🌟 A product-led growth approach requires a new operating system, referred to as 'Dev CRM', which is the first app on a new platform aimed at modernizing customer support and in-app business messaging.
- 🔍 Modern support systems need powerful engines for search, machine learning, and automations to go beyond customer tickets and connect with various development and user issues.
- 🤝 A modern support system should integrate code, cloud, and customers with a product graph for visibility into build, growth, and ops events within the engineering ecosystem.
- 🔄 It should be connected with various systems like GitHub, Slack, Datadog, sales CRM, and billing and metering for a comprehensive view.
- 💡 The goal of DevRev is to help build the world's most customer-centric companies by improving customer support and engagement through a connected and modern approach.
Q & A
Who is Dhiraj Pandey and what is his current role?
-Dhiraj Pandey is the co-founder and CEO of DevRev. Prior to this, he served as the founder and CEO of Nutanix for almost 12 years.
What is Dhiraj Pandey's ongoing learning focus?
-Dhiraj Pandey is a constant student of design, learning every day about consumer design.
Why is there a need to overhaul the current CRM systems according to Dhiraj Pandey?
-The current CRM systems were built in an era when traditional selling was supreme. They are not developer, product, and user-centric and do not provide easy access to product and user data, which is crucial for improving retention, discovery, and engagement.
What is the role of the internet and the app in today's customer relationship?
-In today's omnichannel world, the internet and the app play a central role in establishing trust between end users and product makers.
What does Dhiraj Pandey refer to as 'Dev' CRM?
-'Dev' CRM is a new operating system that Dhiraj Pandey refers to as a fundamental overhaul of CRM to be more developer, product, and user-centric.
What is the first app on the 'Dev' CRM platform supposed to do?
-The first app on the 'Dev' CRM platform is intended to modernize customer support and in-app business messaging.
What are the key features a modern support system should have according to Dhiraj Pandey?
-A modern support system should go beyond customer tickets, connect with developer issues, user conversations, cloud incidents, and deployment pipelines. It should have powerful engines for search, machine learning, and automations, and be connected with various systems like GitHub, Slack, Datadog, sales CRM, and billing and metering for a 360-degree view.
What is the significance of a product graph in a modern support system?
-A product graph is essential as it provides continuous visibility into build, growth, and ops events in the engineering ecosystem, helping to stitch code, cloud, and customers together.
Why is the traditional three-tier customer support model outdated?
-The traditional model is outdated because it relies on following the sun for support, which is inefficient. Modern support should be fully connected with everything and everyone beyond just Slack.
What is the ultimate goal of DevRev according to Dhiraj Pandey?
-The ultimate goal of DevRev is to help build the world's most customer-centric companies by improving customer support and engagement through a modernized CRM system.
Outlines
👋 Introduction to Dhiraj Pandey and DevRev
Dhiraj Pandey introduces himself as the co-founder and CEO of DevRev, having previously served as the founder and CEO of Nutanix for 12 years. He emphasizes his ongoing commitment to learning about consumer design and his role on Adobe's board. Pandey outlines the current state of customer support tools, which are fragmented and department-specific, and the need for a unified approach to CRM that is developer, product, and user-centric. He highlights the inefficiencies of the current system, where managers and analysts are required to integrate these disparate tools, and the need for a fundamental overhaul to improve customer retention, discovery, and engagement.
🛠️ The Need for a New CRM Operating System
Pandey discusses the evolution of customer relationship management (CRM) tools, which were designed in an era dominated by IBM and Oracle's sales models. He contrasts this with today's user-driven market, where customers research, sign up, and discover features independently. Pandey argues that the internet and apps play a central role in establishing trust between users and product makers, necessitating a product-led approach. He introduces the concept of 'Dev CRM' as a new operating system that will modernize customer support and in-app business messaging, emphasizing the need for a system that integrates with developer issues, user conversations, cloud incidents, and deployment pipelines.
🔍 Features of a Modern Support System
The speaker outlines the requirements for a modern support system, which should go beyond traditional customer tickets and continuously engage with various stakeholders. Such a system needs powerful search, machine learning, and automation capabilities to function effectively. It should also integrate code, cloud, and customer data through a product graph that provides real-time visibility into the engineering ecosystem's build, growth, and operations events. Furthermore, the modern support system must connect with external platforms like GitHub, Slack, Datadog, sales CRM, and billing systems to offer a comprehensive 360-degree view of the customer's journey and interactions.
🌐 The End of Traditional Customer Support Models
Pandey declares the obsolescence of the traditional three-tier customer support model, which relied on time-zone shifts and PM updates to buy time. He suggests that the only way to improve the Net Promoter Score (NPS) is by ensuring that support engineers are fully connected with all relevant systems and stakeholders. This holistic approach is aimed at building the world's most customer-centric companies, and Pandey invites others to join DevRev in this mission, emphasizing the importance of design in achieving this vision.
Mindmap
Keywords
💡CRM
💡DevRev
💡Nutanix
💡Product-Led Growth
💡Developer-Centric
💡User-Centric
💡Omni-Channel
💡Support System
💡Product Graph
💡Integration
💡NPS
Highlights
Introduction of Dhiraj Pandey as co-founder and CEO of DevRev.
Pandey's previous role as founder CEO of Nutanix for 12 years.
Pandey's ongoing commitment to learning about consumer design.
His involvement in Adobe's board and focus on customer-centric design.
The current fragmented landscape of customer support tools.
The inefficiency of bolt-on tools for different departments.
The need for a CRM overhaul to be developer, product, and user-centric.
The high cost of access to product and user data as a barrier.
The emergence of customer success and growth engineering departments.
The ineffectiveness of traditional field sales in an omni-channel world.
The central role of the internet and apps in establishing trust with users.
The concept of a product-led growth requiring a new operating system.
The introduction of 'Dev' CRM as the new platform for customer support.
The necessity for modern support systems to integrate with developer issues, user conversations, and cloud incidents.
The importance of search, machine learning, and automations in modern support systems.
The need for a product graph to provide visibility into engineering ecosystem events.
The integration of modern support systems with various platforms for a comprehensive view.
The outdated model of tiered customer support and the need for real-time updates.
The goal of DevRev to build the world's most customer-centric companies.
A call to action for support in DevRev's design efforts.
Transcripts
hi my name is dhiraj pandey
and i'm the co-founder and ceo of devrev
before this
i ran nutanix for almost 12 years as
founder ceo
i'm also a constant student design
learning every day about consumer design
being in the board at adobe
today there are myriad tools for
customer support
bolt-on tools for customer success
pm only tools for product planning and
user analytics
developer only tools for bug tracking
and marketing only tools for business
messaging
each one of them licensed to a specific
department and on top of that we pay for
managers and analysts
who stitch these systems together on
slack channels
or via dashboards
until we fundamentally overhaul crm to
be developer
product
and user centric
and dramatically reduce the cost of
access to product and user data
we'll be on this constant treadmill
creating new departments like customer
success and growth engineering
without meaningfully improving retention
discovery
and engagement
crm tools were built in the era when ibm
and oracle like selling was supreme
today's users
research on their own sign up on their
own and discover features on their own
field sales
is just one channel in an omni channel
world
in which the internet
and the app
or the product
play a central role in establishing
trust between end users and product
makers
this product-led error requires
a new operating system that we call
dev
crm the first app on this platform
like music was to ios
will modernize customer support
and in-app business messaging a modern
support system needs to go beyond
customer tickets and continuously
connect with developer issues
user conversations
cloud incidents
and deployment pipelines
it needs to have powerful engines for
search machine learning and automations
modern support system also needs to
stitch code
cloud
and customers with a product graph
that continuously provides visibility
into build
growth
and ops events in the engineering
ecosystem and most importantly a modern
support system needs to be connected
with github slack
datadog
sales crm and billing and metering
systems to have a 360 degree view of the
world
gone are the days of three tiers of
customer support following the sun for
people to wake up
and let me ask the pm update to buy time
and that's the only way to improve nps
when your support engineers are fully
connected with everything
and everyone
beyond slack
at devrev we want to help build the
world's most
customer-centric companies
help us
in our design
thank you
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