RingCentral's Path to Customer Sucess

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You can't scale through headcount alone. Technology can unlock your post-sales growth potential, but how can you know whether Gainsight is the right technology for your use case? Learn from RingCentral's implementation.

Negócios

01.25.2017
RingCentral’s Path to
Customer Success

Agenda
1.  Introductions
2.  Why Gainsight
3.  Challenges
4.  Future Plans
5.  Q&A

Today’s Presenters
Tim Wilbourn
Customer Retention &
Strategy Director,
RingCentral
Chris Beaven
Enterprise Customer
Success Manager,
Gainsight

Global coverage
80+ COUNTRIES Magic Quadrant
Worldwide Leader
2,600+
team members
67% customer-facing
365,000+
business customers
13+ years of
INNOVATION
18%
Revenue
committed
to R&D
Worldwide Leader in Cloud Communications &
Collaboration

500 – 1,000
Employees
100 – 500
Employees
Less than 100
Employees
1,000+
Employees
Carriers
Selected by Leading Organizations

What we were looking to do?
Drive Consistency Across the Team
Increase user adoption
Scale Existing Operations
1
2
3

Scope of the RFP
•  Drive Consistency Across the Team
•  Team had expanded to 200 Signature Account Managers
•  5 Offices World Wide
•  Scale Existing Operations
•  Transition the strategy from reactive towards proactive approach
•  Internal Security and CPNI requirements
•  Increase Customer Adoption
•  Needed a single source of usage information for customer

Implementation was not simple
Implementation Crawl Walk Run
Data Source
$$$

Gainsight will act as the system of
record providing the ‘single pane of
glass’ for customer data
•  SFDC standard and custom objects
•  Lifecycle CTAs
•  Lifecycle CoPilot Outreaches
•  Success Plans
Crawl
Game Planning the Future
Phase 1
Enable customer success playbooks
to catch risks early and minimize
escalations
•  Automated Health Scorecards
•  Engagement-driven CTAs
•  Data Integration
Walk
Phase 2
Cross-functional collaboration
•  Migrate existing processes into a
single system
•  Dashboards and Reports for full
visibility
•  Engagement-driven CoPilot
Outreaches
•  Engagement-driven CTAs
Run
Phase 3

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Organisational success today depends on effective communication and collaboration with individuals from cultures with varying beliefs and practices. Indeed, with the workforce increasingly comprised of people of varying cultural backgrounds, leaders must now prioritise the significance of cultural competence in the workplace. Ensuring cultural competence at every level of your organisation cannot be understated. While cultural disparities can manifest in different ways, as a leader, you must build deep and nuanced cultural competence skills and education to accurately spot, address and alleviate the various scenarios that can arise. Failing to recognise the importance of cultural competence or not acting to improve it can lead to cultural negligence. There are a few things to consider to ensure your organisation is on the right track. In this deck, you'll understand the importance of building cultural competence in the workplace. You'll also learn • The three (3) dimensions of Cultural Competence in the workplace • Key strategies to build a culturally competent workforce • Major benefits you stand to gain by having a culturally competent team.

Cracking the Cultural Competence Code.pptx

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Some HCL environments are not utilized to their full extent, and that is unfortunate. If only specific modules (such as Files or Activities) are used in HCL Connections, it is not perceived and experienced as the Enterprise Social Network it truly is. If Sametime is only used for internal chat, you are missing out on integrating tailor-styled web-meeting facilities into your key processes. If an HCL Notes application is not accessible via the web, fewer users will be able to find it. Kick-start your HCL environment with three business cases that are low-hanging fruit. All you need is some (re)thinking and user adoption!

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A DAY IN THE LIFE OF A SALESMAN / WOMAN

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RingCentral's Path to Customer Sucess

1. 01.25.2017 RingCentral’s Path to Customer Success

2. Agenda 1.  Introductions 2.  Why Gainsight 3.  Challenges 4.  Future Plans 5.  Q&A

3. Today’s Presenters Tim Wilbourn Customer Retention & Strategy Director, RingCentral Chris Beaven Enterprise Customer Success Manager, Gainsight

4. Global coverage 80+ COUNTRIES Magic Quadrant Worldwide Leader 2,600+ team members 67% customer-facing 365,000+ business customers 13+ years of INNOVATION 18% Revenue committed to R&D Worldwide Leader in Cloud Communications & Collaboration

5. 500 – 1,000 Employees 100 – 500 Employees Less than 100 Employees 1,000+ Employees Carriers Selected by Leading Organizations

6. Why did we buy?

7. What we were looking to do? Drive Consistency Across the Team Increase user adoption Scale Existing Operations 1 2 3

8. Scope of the RFP •  Drive Consistency Across the Team •  Team had expanded to 200 Signature Account Managers •  5 Offices World Wide •  Scale Existing Operations •  Transition the strategy from reactive towards proactive approach •  Internal Security and CPNI requirements •  Increase Customer Adoption •  Needed a single source of usage information for customer

9. What challenges did you face?

10. Implementation was not simple Implementation Crawl Walk Run Data Source $$$

11. What does the future hold?

12. Gainsight will act as the system of record providing the ‘single pane of glass’ for customer data •  SFDC standard and custom objects •  Lifecycle CTAs •  Lifecycle CoPilot Outreaches •  Success Plans Crawl Game Planning the Future Phase 1 Enable customer success playbooks to catch risks early and minimize escalations •  Automated Health Scorecards •  Engagement-driven CTAs •  Data Integration Walk Phase 2 Cross-functional collaboration •  Migrate existing processes into a single system •  Dashboards and Reports for full visibility •  Engagement-driven CoPilot Outreaches •  Engagement-driven CTAs Run Phase 3

13. Q&AQ&AQ&A

14. Thank YouThank YouThank You

RingCentral's Path to Customer Sucess

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RingCentral's Path to Customer Sucess