May 2, 2025 • 15 mins
In this special episode of Sales Pipeline Radio from the Forrester B2B Summit 2025 marketplace floor, Matt spoke with Nora O'Leary-Roseberry, Director, Digital Success and Leslie Smith, Manager, CS Operations at Conga.
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Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Matt Heinz (00:16):
All right, we're off to the races here.
Welcome to a series of SpecialSales Pipeline Radio editions
live from Forrester, B2B Summit.
You can probably hear in the backgroundthe conference has definitely kicked off.
Lots of people here.
We are downtown Phoenix,Arizona, and our first guests
today on Sales Pipeline Radio.
Very excited to have Nora and Leslie fromConga here They are ROI award winners.
(00:40):
Gonna be on the main stagehere in a little bit.
We'll also have them eachintroduce themselves real quick.
We got a great set of insights I wannashare with you around what they're
doing on the customer experience side.
But Nora, why don't you start?
Nora O'Leary-Roseberry (00:49):
Yes.
Thank you so much for having us, Matt.
My name's Nora.
I am the Director ofDigital Success at Conga.
So running the digital motionof the customer success org.
And I am so thrilled tobe partnered with Leslie.
Leslie Smith (01:04):
Hi, my name's Leslie Smith.
I am the Customer SuccessManager Operations.
So I do the technology side with Nora,helping her build out her amazing digital
success that she won her award for.
Matt Heinz (01:18):
I'm thrilled to have this as our first recording here at
the show because I think so much ofwhat's talked about here historically
has been on the net new side, we talkabout sales, we talk about demand gen,
we talk about customer acquisition.
There isn't nearly enough of aconversation around how to better
manage the customer relationships.
And as our companies get bigger andmore mature like you would think that's
where the majority of the focus needsto be on not only keeping but expanding.
(01:41):
That book of business, isthis a newer focus for Conga?
Talk about sort of the evolution of thatbalance and focus on customer experience.
Nora O'Leary-Roseberry (01:48):
Yeah, that's a really interesting frame of mind because
I think everyone can pull a million adagesout of their pocket about how critical
it is to keep the customers you get forcost savings, for growth, et cetera.
I think Conga has always had customerretention as top of mind, but I think.
If you talk to anyone in the industryright now, it does seem that retention
(02:11):
is becoming more and more critical.
Yeah.
Because it's harder and harder to retain.
Right.
And so I think right now with Conga'smission of Growth and Retention,
they are recognizing the impactthat our programs are making.
Mm-hmm.
And so I think that's where we aregetting a bit more attention now.
Matt Heinz (02:31):
So I'm excited to dig into this and Leslie, I want to
get into the data side of this.
'cause you can't do this withouta great data architecture and
making sure the data is clean.
And you would think it'd beeasier for your customers, right?
'cause you have a relationship with them.
But as you know, it's definitely not.
Let's talk about that.
What's the backboneneed to make this work?
Like if you don't have the data clean.
It doesn't work.
(02:51):
Right.
Leslie Smith (02:52):
That's absolutely true.
We need to make sure that we are talkingto the right customer at the right time.
So being able to identify thosecustomers in their customer
journey, finding where they are.
Learning about their usage.
Are they in the user groups?
Are they logging into the community?
Are they engaging with othergroups outside of customer success?
(03:14):
Taking all that information togetherand then crafting a message that
will help engage them with our team.
Matt Heinz (03:20):
What are some of the tools that are key to making that happen?
Are they tools?
Are they integrations?
Are they just best practicesand habits internally?
Leslie Smith (03:28):
Ooh, great question.
We currently use Gainsight for themajority of our outreaches, but with that,
we drive our customers to our communityto make sure that they have right in
front of the best data and informationthat they can get from our team.
It really allows them to learn about ourproducts, ask for help when they need to.
(03:48):
Engage with our trials, be ableto open up support tickets.
It's kind of a one-stop shopthat we want them to get familiar
with and use all the time.
Matt Heinz (03:57):
So, talking today with the 2025 B2B ROI
integration winners from Conga.
We've got Nora and Leslie.
Nora.
When you talk about this programinternally and talk about the impact it's
having, what's on the dashboard, likewhat's on the reporting side that shows
the impact that these programs are having?
Nora O'Leary-Roseberry (04:14):
I love that.
Well, first and foremost, it reallystarted with a slogan, believe it
or not, because to get internalbuy-in and advocacy, everyone needs
to understand it as well as you do.
So we championed a rallying cry.
It was (04:27):
all roads lead to community.
Mm-hmm.
And that stated our intention.
And then in regard to the ROI,what KPIs, what North Star
metrics were we monitoring?
Leslie Noted.
We're talking about logging intocommunity and engaging with community,
and then understanding how thatties up to the organizational KPIs.
And we've been able to demonstratethat accounts with engaged
(04:49):
community users expand more.
They retain more.
They have higher NPS, so across theboard, once they're tapped into our
ecosystem, they're healthier accounts.
Matt Heinz (04:59):
Okay.
This is a fantastic discussion becauseyou're talking about so much unique.
Critical data beyond just like who'slogging in, when's the last time they
logged in, what features are they using?
Because if you wait until the end ofthis process and then try to get them to
renew, you may have already lost someone.
So what I'm interested in, wetalk a lot about signals and
intent signals on the buy side.
What are some examples of signals thatyou're looking for that demonstrate
(05:21):
someone is a great customer, someone'smore likely to expand or renew, or
maybe someone is not quite at thepoint of needing to be saved, but
the fact that someone might needto proactively go and engage them
to make sure they're successful.
Leslie, that's a good question.
I think for you.
Leslie Smith (05:37):
Yeah, so we do try to make sure, for advocates, we wanna see those
folks that are joining the user groups.
Are they interested inthe products that we sell?
Are they stepping up to the plate andbeing the host of those user groups,
whether it be in person or virtual.
So we try to engage with them as muchas possible to keep them interested
and willing to be our advocates.
(05:59):
But on the other side,of course, there's risk.
There's risk in any business.
So we do look at those indicatorsand reach out when we see things
that may not be going theirway, they may not realize it.
Mm-hmm.
And we wanna give them that headsup, Hey, we see that you are having
maybe some issues with maybe usage orwhere you're not using your services
(06:19):
as much as you probably should.
Here's some great statistics.
Here's some insights into howyou can better use those services
that are available to you.
Matt Heinz (06:29):
And when you say we, in terms of reaching out and engaging with
them, I'm sure that's not just marketing.
Nora, how do you partner with the CSteam and the account management team to
really activate some of these programs?
Nora O'Leary-Roseberry (06:39):
Yeah, that's a fantastic question too.
So technically our group ispart of customer success.
Mm-hmm.
But we also ensure that we are alignedin our messaging and timing with the
rest of the global marketing group.
Mm-hmm.
So one.
Easy thing we did is we coordinateall of our planned sends in the
larger global marketing calendar.
So we make sure that a customer isn'thearing sporadically and disparately
(07:03):
from every unique group at Conga.
They're hearing from Conga, and it's anorchestrated, intentional experience.
Matt Heinz (07:09):
And Leslie from an ops standpoint.
What are some of the keys for you to beable to, integrate your data with the
other sort of go-to-market ops teams?
I think because you talk a lot aboutmarketing operations and sales ops
and increasingly a little bit ofrev ops, what does that integration
look like to be successful?
Leslie Smith (07:26):
So we all consistently use the same types of data sets.
We wanna make sure that we're reachingthe right folks, so we consistently have
us talking with each other, whether it beabout the context that we're using, the
account information on the account page,just to make sure everyone is aligned
and we are using the right information.
Matt Heinz (07:47):
Yeah, I think it's critical, right?
And I think the more you canintegrate those stories together,
how much do you spend time in,do an onboarding with a client?
How important is it to pull in sortof data and experiences from the buy
side to create a seamless experiencefor onboarding a new customer success?
Nora O'Leary-Roseberry (08:04):
We are both smirking, which your listeners cannot
see because we ran an entire quarterlyonboarding winning move mm-hmm.
Where we did a massive audit ofevery single touch point that a
net new logo customer experienced.
And we uncovered the double digitnumber of systems that those touch
points were coming out of and themultiple different names or aliases
(08:26):
that customer was engaging with.
And we streamlined much of that.
We have visions and plans for additionalenhancements, but that is top of mind.
Matt Heinz (08:35):
Yeah.
Yeah.
Well, you can always get better atthis, but I think where you guys are
already, I mean, there's certainlya higher level of investments.
And commitment that I can already hearfrom this conversation from Conga.
Shout out to Andrew Bennett, CMOat Conga, who are all, everybody
smiles a little smile a littlebrighter when they hear that name.
So, Andrew, you got a great team here.
There's a lot of companies herethat I talk to all the time that
(08:55):
wanna make this kind of investment.
They see the kind of impact that agreater investment in customer success
at the marketing and the operationallevel cross department can have.
If you could sit down with 'em for acouple minutes and just say like, here's
the roadmap you should put together.
Here's how to talk to yourleadership team, your board.
What should they betalking about internally?
Nora O'Leary-Roseberry (09:13):
That's a really good question, and I think
we've swung and miss a few times.
Mm-hmm.
In attempting to achieve that, I thinkwhat's helped us is starting with a
question instead of a statement andunderstanding what their top focus is.
Right.
Because it does change quarter to quarter,fiscal year to fiscal year, and then
aligning our impact to their focus andensuring they understand that we can.
(09:38):
You know, pull a bunchof different levers.
We have a demonstrated impact onadoption, on NPS, on expansion,
on retention, et cetera.
We probably won't be, assignificantly impactful if we
try to do everything all at once.
Right.
So it's focus and alignment.
Yep.
Matt Heinz (09:58):
Leslie,
Leslie Smith (09:59):
I would agree.
Absolutely.
That's the focus and alignment.
We need to make sure that we aretelling the same story, making
sure it's a consistent motion.
Because we don't wannastep on each other's toes.
Yep.
It's not the intent.
We wanna make sure that story thatwe're telling, that use case that we're
sharing does really show the valueof the Conga products and where we
(10:20):
might be able to take that customer.
Matt Heinz (10:22):
So we've got a few more minutes here on this first special
Forrester B2B summit edition to SalesPipeline Radio with Nora O'Leary
Roseberry, and Leslie Smith from Conga.
Very excited to have you guys here.
Let's double click on one ofthe programs that I know you
guys are both excited about.
I'm proud of, and that's the community.
Talk about where that started andlike who do you focus on and
why is that working so well?
Nora O'Leary-Roseberry (10:43):
Oh.
Well, where did we start?
We started you know,Conga merged with Apttus.
So anyone who's worked at anorganization and understands mergers
and groups coming together canprobably understand that when it came
together there was a bit of friction.
Mm-hmm.
And in many cases, many people were comingjust to submit a support case and leaving.
(11:05):
So our challenge was, and our charterwas make it more than a support
portal, and over time we've made ita true rich value destination and
we have the metrics to prove it.
Increased time spent in communityand increased number of logins.
Matt Heinz (11:19):
Yeah.
Yep.
Has it been difficult to, andI don't know, what platform do
you guys use for your community?
Nora O'Leary-Roseberry: Salesforce Experience Cloud. (11:24):
undefined
Matt Heinz (11:25):
Okay.
Has it been a challenge to integratethat with the rest of your data?
I mean, Gainsight's a greatplatform, but how do you make sure
that data all speaks to each other
Leslie Smith (11:34):
Since the c ommunity sits on top of Salesforce.
It's been relatively easy, I wouldsay, to make sure that the data
was available when we needed it.
Mm-hmm.
We have built out multipleintegrations, allowing customers to
change their contact information.
They get to see who their superusers are, they get to know
what their billing address is.
(11:55):
So they have different avenues ofseeing that info and being able to
make changes right , on their screen.
So it makes it very easy todo the integrations because
of it sitting in Salesforce.
Matt Heinz (12:05):
Nice.
Just a few more minutes guys.
I wanna let you go now thatthis is a busy conference.
You got a lot going on.
What's on your wishlist?
For customer marketing, what arethe things that you, and if Andrew's
listening, which I hope that he is whatare the things that you want to be able
to do next in the next 12, 12 plus months?
Nora O'Leary-Roseberry (12:21):
I want to expand the impact we've
been able to make tenfold.
Mm-hmm.
I want us to.
Be more efficient and agile inour ability to implement the
changes we feel will be impactful.
Right now there is a bit of areliant on our IT team to execute
some of our larger wishes.
Yeah.
So it all comes down tocapacity and priority.
(12:41):
Mm-hmm.
But we've made an impact and I want us tobe able to almost scale our impact, which
is a little bit ironic since our initialchallenge was to scale the organization
and now I wanna scale our impact.
Yeah.
Matt Heinz (12:53):
Leslie.
Leslie Smith (12:54):
I wanna be able to get more data, be more insightful, be more directed
in our message, be able to get into theindustries, the segments, being able
to give the right message to the rightcustomer to show them the value of the use
case that we're putting in front of them.
Being very direct as well asusage data usage data's a huge
(13:17):
thing that we use and consume.
And we just need more of it.
How are the customers using our products?
How can we show them evenmore value by explaining like,
you've hit this threshold.
Mm-hmm.
Let's talk about either morelicenses or maybe a plus one product.
So we would be able to usethat with the usage data.
Matt Heinz (13:36):
Yeah, that'd be great.
Yeah,
I keep thinking about these companiesthat are overinvesting or just over
rotating, maybe on customer acquisitionand aren't putting enough effort
into the customer success side.
And maybe the tip of the spearfor them is to think about
this as activating evangelists.
Like what could we do on the customersuccess side to not only help them be
more successful, but how much of youreffort is actually also identifying,
(13:59):
engaging, activating real champions ofConga within the customer community?
That can become sort of natural referralsources into the net new Pipeline as well.
Nora O'Leary-Roseberry (14:08):
You've heard us mention user groups quite a bit.
Yeah, and that's an ecosystemthat we created kind of with that.
If we build it, they will comementality, because organically customers
are usually ones creating those.
Those user groups have becomeincredibly critical, especially to
our customer marketing advocacy team.
Yep.
And we have, it's really interesting.
Very often at our conferences,the user groups are driving a
(14:32):
huge number of the registrations.
The user groups are oftenwhere they find the speakers.
The advocacy program can rely andleverage the user groups because that
really is where we bring in the mostengaged customers in that we have this
ecosystem and channel for directly talkingto them and already having found them.
Matt Heinz (14:50):
Yeah.
Awesome.
Nora, Leslie, this has been great.
Thank you so much for being willingto do this, being our first guest.
I think, the technology's working right?
Like you can hear me?
I can hear you, yes.
I think it's being recorded.
So I think it's all good.
You never know when you getout in the field, right?
Like, I trust my in-office setup.
But seems to be working out.
Shout out to Nick at Forresterand really Amanda and team of the
PR team for making this happen.
(15:11):
But thank you both for being here.
Congratulations againon the ROI award win.
Look forward to seeing you guys onstage and enjoy the rest of the show.
Nora O'Leary-Roseberry (15:17):
Thank you so much.
Leslie Smith (15:18):
Thank you so much.
Matt Heinz (15:18):
All right.
Thanks everybody.
Nora O'Leary-Roseberry (15:19):
Bye.
All right, we're off to the races here.
Welcome to a series of SpecialSales Pipeline Radio editions
live from Forrester, B2B Summit.
You can probably hear in the backgroundthe conference has definitely kicked off.
Lots of people here.
We are downtown Phoenix,Arizona, and our first guests
today on Sales Pipeline Radio.
Very excited to have Nora and Leslie fromConga here They are ROI award winners.
(00:40):
Gonna be on the main stagehere in a little bit.
We'll also have them eachintroduce themselves real quick.
We got a great set of insights I wannashare with you around what they're
doing on the customer experience side.
But Nora, why don't you start?
Nora O'Leary-Roseberry (00:49):
Yes.
Thank you so much for having us, Matt.
My name's Nora.
I am the Director ofDigital Success at Conga.
So running the digital motionof the customer success org.
And I am so thrilled tobe partnered with Leslie.
Leslie Smith (01:04):
Hi, my name's Leslie Smith.
I am the Customer SuccessManager Operations.
So I do the technology side with Nora,helping her build out her amazing digital
success that she won her award for.
Matt Heinz (01:18):
I'm thrilled to have this as our first recording here at
the show because I think so much ofwhat's talked about here historically
has been on the net new side, we talkabout sales, we talk about demand gen,
we talk about customer acquisition.
There isn't nearly enough of aconversation around how to better
manage the customer relationships.
And as our companies get bigger andmore mature like you would think that's
where the majority of the focus needsto be on not only keeping but expanding.
(01:41):
That book of business, isthis a newer focus for Conga?
Talk about sort of the evolution of thatbalance and focus on customer experience.
Nora O'Leary-Roseberry (01:48):
Yeah, that's a really interesting frame of mind because
I think everyone can pull a million adagesout of their pocket about how critical
it is to keep the customers you get forcost savings, for growth, et cetera.
I think Conga has always had customerretention as top of mind, but I think.
If you talk to anyone in the industryright now, it does seem that retention
(02:11):
is becoming more and more critical.
Yeah.
Because it's harder and harder to retain.
Right.
And so I think right now with Conga'smission of Growth and Retention,
they are recognizing the impactthat our programs are making.
Mm-hmm.
And so I think that's where we aregetting a bit more attention now.
Matt Heinz (02:31):
So I'm excited to dig into this and Leslie, I want to
get into the data side of this.
'cause you can't do this withouta great data architecture and
making sure the data is clean.
And you would think it'd beeasier for your customers, right?
'cause you have a relationship with them.
But as you know, it's definitely not.
Let's talk about that.
What's the backboneneed to make this work?
Like if you don't have the data clean.
It doesn't work.
(02:51):
Right.
Leslie Smith (02:52):
That's absolutely true.
We need to make sure that we are talkingto the right customer at the right time.
So being able to identify thosecustomers in their customer
journey, finding where they are.
Learning about their usage.
Are they in the user groups?
Are they logging into the community?
Are they engaging with othergroups outside of customer success?
(03:14):
Taking all that information togetherand then crafting a message that
will help engage them with our team.
Matt Heinz (03:20):
What are some of the tools that are key to making that happen?
Are they tools?
Are they integrations?
Are they just best practicesand habits internally?
Leslie Smith (03:28):
Ooh, great question.
We currently use Gainsight for themajority of our outreaches, but with that,
we drive our customers to our communityto make sure that they have right in
front of the best data and informationthat they can get from our team.
It really allows them to learn about ourproducts, ask for help when they need to.
(03:48):
Engage with our trials, be ableto open up support tickets.
It's kind of a one-stop shopthat we want them to get familiar
with and use all the time.
Matt Heinz (03:57):
So, talking today with the 2025 B2B ROI
integration winners from Conga.
We've got Nora and Leslie.
Nora.
When you talk about this programinternally and talk about the impact it's
having, what's on the dashboard, likewhat's on the reporting side that shows
the impact that these programs are having?
Nora O'Leary-Roseberry (04:14):
I love that.
Well, first and foremost, it reallystarted with a slogan, believe it
or not, because to get internalbuy-in and advocacy, everyone needs
to understand it as well as you do.
So we championed a rallying cry.
It was (04:27):
all roads lead to community.
Mm-hmm.
And that stated our intention.
And then in regard to the ROI,what KPIs, what North Star
metrics were we monitoring?
Leslie Noted.
We're talking about logging intocommunity and engaging with community,
and then understanding how thatties up to the organizational KPIs.
And we've been able to demonstratethat accounts with engaged
(04:49):
community users expand more.
They retain more.
They have higher NPS, so across theboard, once they're tapped into our
ecosystem, they're healthier accounts.
Matt Heinz (04:59):
Okay.
This is a fantastic discussion becauseyou're talking about so much unique.
Critical data beyond just like who'slogging in, when's the last time they
logged in, what features are they using?
Because if you wait until the end ofthis process and then try to get them to
renew, you may have already lost someone.
So what I'm interested in, wetalk a lot about signals and
intent signals on the buy side.
What are some examples of signals thatyou're looking for that demonstrate
(05:21):
someone is a great customer, someone'smore likely to expand or renew, or
maybe someone is not quite at thepoint of needing to be saved, but
the fact that someone might needto proactively go and engage them
to make sure they're successful.
Leslie, that's a good question.
I think for you.
Leslie Smith (05:37):
Yeah, so we do try to make sure, for advocates, we wanna see those
folks that are joining the user groups.
Are they interested inthe products that we sell?
Are they stepping up to the plate andbeing the host of those user groups,
whether it be in person or virtual.
So we try to engage with them as muchas possible to keep them interested
and willing to be our advocates.
(05:59):
But on the other side,of course, there's risk.
There's risk in any business.
So we do look at those indicatorsand reach out when we see things
that may not be going theirway, they may not realize it.
Mm-hmm.
And we wanna give them that headsup, Hey, we see that you are having
maybe some issues with maybe usage orwhere you're not using your services
(06:19):
as much as you probably should.
Here's some great statistics.
Here's some insights into howyou can better use those services
that are available to you.
Matt Heinz (06:29):
And when you say we, in terms of reaching out and engaging with
them, I'm sure that's not just marketing.
Nora, how do you partner with the CSteam and the account management team to
really activate some of these programs?
Nora O'Leary-Roseberry (06:39):
Yeah, that's a fantastic question too.
So technically our group ispart of customer success.
Mm-hmm.
But we also ensure that we are alignedin our messaging and timing with the
rest of the global marketing group.
Mm-hmm.
So one.
Easy thing we did is we coordinateall of our planned sends in the
larger global marketing calendar.
So we make sure that a customer isn'thearing sporadically and disparately
(07:03):
from every unique group at Conga.
They're hearing from Conga, and it's anorchestrated, intentional experience.
Matt Heinz (07:09):
And Leslie from an ops standpoint.
What are some of the keys for you to beable to, integrate your data with the
other sort of go-to-market ops teams?
I think because you talk a lot aboutmarketing operations and sales ops
and increasingly a little bit ofrev ops, what does that integration
look like to be successful?
Leslie Smith (07:26):
So we all consistently use the same types of data sets.
We wanna make sure that we're reachingthe right folks, so we consistently have
us talking with each other, whether it beabout the context that we're using, the
account information on the account page,just to make sure everyone is aligned
and we are using the right information.
Matt Heinz (07:47):
Yeah, I think it's critical, right?
And I think the more you canintegrate those stories together,
how much do you spend time in,do an onboarding with a client?
How important is it to pull in sortof data and experiences from the buy
side to create a seamless experiencefor onboarding a new customer success?
Nora O'Leary-Roseberry (08:04):
We are both smirking, which your listeners cannot
see because we ran an entire quarterlyonboarding winning move mm-hmm.
Where we did a massive audit ofevery single touch point that a
net new logo customer experienced.
And we uncovered the double digitnumber of systems that those touch
points were coming out of and themultiple different names or aliases
(08:26):
that customer was engaging with.
And we streamlined much of that.
We have visions and plans for additionalenhancements, but that is top of mind.
Matt Heinz (08:35):
Yeah.
Yeah.
Well, you can always get better atthis, but I think where you guys are
already, I mean, there's certainlya higher level of investments.
And commitment that I can already hearfrom this conversation from Conga.
Shout out to Andrew Bennett, CMOat Conga, who are all, everybody
smiles a little smile a littlebrighter when they hear that name.
So, Andrew, you got a great team here.
There's a lot of companies herethat I talk to all the time that
(08:55):
wanna make this kind of investment.
They see the kind of impact that agreater investment in customer success
at the marketing and the operationallevel cross department can have.
If you could sit down with 'em for acouple minutes and just say like, here's
the roadmap you should put together.
Here's how to talk to yourleadership team, your board.
What should they betalking about internally?
Nora O'Leary-Roseberry (09:13):
That's a really good question, and I think
we've swung and miss a few times.
Mm-hmm.
In attempting to achieve that, I thinkwhat's helped us is starting with a
question instead of a statement andunderstanding what their top focus is.
Right.
Because it does change quarter to quarter,fiscal year to fiscal year, and then
aligning our impact to their focus andensuring they understand that we can.
(09:38):
You know, pull a bunchof different levers.
We have a demonstrated impact onadoption, on NPS, on expansion,
on retention, et cetera.
We probably won't be, assignificantly impactful if we
try to do everything all at once.
Right.
So it's focus and alignment.
Yep.
Matt Heinz (09:58):
Leslie,
Leslie Smith (09:59):
I would agree.
Absolutely.
That's the focus and alignment.
We need to make sure that we aretelling the same story, making
sure it's a consistent motion.
Because we don't wannastep on each other's toes.
Yep.
It's not the intent.
We wanna make sure that story thatwe're telling, that use case that we're
sharing does really show the valueof the Conga products and where we
(10:20):
might be able to take that customer.
Matt Heinz (10:22):
So we've got a few more minutes here on this first special
Forrester B2B summit edition to SalesPipeline Radio with Nora O'Leary
Roseberry, and Leslie Smith from Conga.
Very excited to have you guys here.
Let's double click on one ofthe programs that I know you
guys are both excited about.
I'm proud of, and that's the community.
Talk about where that started andlike who do you focus on and
why is that working so well?
Nora O'Leary-Roseberry (10:43):
Oh.
Well, where did we start?
We started you know,Conga merged with Apttus.
So anyone who's worked at anorganization and understands mergers
and groups coming together canprobably understand that when it came
together there was a bit of friction.
Mm-hmm.
And in many cases, many people were comingjust to submit a support case and leaving.
(11:05):
So our challenge was, and our charterwas make it more than a support
portal, and over time we've made ita true rich value destination and
we have the metrics to prove it.
Increased time spent in communityand increased number of logins.
Matt Heinz (11:19):
Yeah.
Yep.
Has it been difficult to, andI don't know, what platform do
you guys use for your community?
Nora O'Leary-Roseberry: Salesforce Experience Cloud. (11:24):
undefined
Matt Heinz (11:25):
Okay.
Has it been a challenge to integratethat with the rest of your data?
I mean, Gainsight's a greatplatform, but how do you make sure
that data all speaks to each other
Leslie Smith (11:34):
Since the c ommunity sits on top of Salesforce.
It's been relatively easy, I wouldsay, to make sure that the data
was available when we needed it.
Mm-hmm.
We have built out multipleintegrations, allowing customers to
change their contact information.
They get to see who their superusers are, they get to know
what their billing address is.
(11:55):
So they have different avenues ofseeing that info and being able to
make changes right , on their screen.
So it makes it very easy todo the integrations because
of it sitting in Salesforce.
Matt Heinz (12:05):
Nice.
Just a few more minutes guys.
I wanna let you go now thatthis is a busy conference.
You got a lot going on.
What's on your wishlist?
For customer marketing, what arethe things that you, and if Andrew's
listening, which I hope that he is whatare the things that you want to be able
to do next in the next 12, 12 plus months?
Nora O'Leary-Roseberry (12:21):
I want to expand the impact we've
been able to make tenfold.
Mm-hmm.
I want us to.
Be more efficient and agile inour ability to implement the
changes we feel will be impactful.
Right now there is a bit of areliant on our IT team to execute
some of our larger wishes.
Yeah.
So it all comes down tocapacity and priority.
(12:41):
Mm-hmm.
But we've made an impact and I want us tobe able to almost scale our impact, which
is a little bit ironic since our initialchallenge was to scale the organization
and now I wanna scale our impact.
Yeah.
Matt Heinz (12:53):
Leslie.
Leslie Smith (12:54):
I wanna be able to get more data, be more insightful, be more directed
in our message, be able to get into theindustries, the segments, being able
to give the right message to the rightcustomer to show them the value of the use
case that we're putting in front of them.
Being very direct as well asusage data usage data's a huge
(13:17):
thing that we use and consume.
And we just need more of it.
How are the customers using our products?
How can we show them evenmore value by explaining like,
you've hit this threshold.
Mm-hmm.
Let's talk about either morelicenses or maybe a plus one product.
So we would be able to usethat with the usage data.
Matt Heinz (13:36):
Yeah, that'd be great.
Yeah,
I keep thinking about these companiesthat are overinvesting or just over
rotating, maybe on customer acquisitionand aren't putting enough effort
into the customer success side.
And maybe the tip of the spearfor them is to think about
this as activating evangelists.
Like what could we do on the customersuccess side to not only help them be
more successful, but how much of youreffort is actually also identifying,
(13:59):
engaging, activating real champions ofConga within the customer community?
That can become sort of natural referralsources into the net new Pipeline as well.
Nora O'Leary-Roseberry (14:08):
You've heard us mention user groups quite a bit.
Yeah, and that's an ecosystemthat we created kind of with that.
If we build it, they will comementality, because organically customers
are usually ones creating those.
Those user groups have becomeincredibly critical, especially to
our customer marketing advocacy team.
Yep.
And we have, it's really interesting.
Very often at our conferences,the user groups are driving a
(14:32):
huge number of the registrations.
The user groups are oftenwhere they find the speakers.
The advocacy program can rely andleverage the user groups because that
really is where we bring in the mostengaged customers in that we have this
ecosystem and channel for directly talkingto them and already having found them.
Matt Heinz (14:50):
Yeah.
Awesome.
Nora, Leslie, this has been great.
Thank you so much for being willingto do this, being our first guest.
I think, the technology's working right?
Like you can hear me?
I can hear you, yes.
I think it's being recorded.
So I think it's all good.
You never know when you getout in the field, right?
Like, I trust my in-office setup.
But seems to be working out.
Shout out to Nick at Forresterand really Amanda and team of the
PR team for making this happen.
(15:11):
But thank you both for being here.
Congratulations againon the ROI award win.
Look forward to seeing you guys onstage and enjoy the rest of the show.
Nora O'Leary-Roseberry (15:17):
Thank you so much.
Leslie Smith (15:18):
Thank you so much.
Matt Heinz (15:18):
All right.
Thanks everybody.
Nora O'Leary-Roseberry (15:19):
Bye.
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