earning a key seat at the table: genesys customer success
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Earning a Key Seat at the Table:Genesys Customer Success
Mark FriedmanGenesys
#Pulse2017
©2017 Gainsight. All Rights Reserved.
Introducing TSIA’s CustomerSuccess Power Index (CSPI)
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TSIA ...• Measures your organization’s
effectiveness and economic impact
• Helps you understand your strengths, weaknesses, and opportunities for growth
• Provides a highly analytical roadmap on where you can improve and the resources needed to get there
Take your benchmarking to the next level with our unbiased, data driven scoring methodology.
EffectivenessRating
EconomicImpact Rating
©2017 Gainsight. All Rights Reserved.
CLICK TO EDIT MASTER TITLE STYLE
Earning a Key Seat at the Table:Genesys Customer Success
Mark FriedmanGenesys
#Pulse2017
©2017 Gainsight. All Rights Reserved.©2017 Gainsight. All Rights Reserved.
Nick Mehta… Man of Mystery
Pittsburgh Steeler Fan? Or Closet Tom Brady Fan?
©2017 Gainsight. All Rights Reserved.
TOPICS• Setting the Stage
• Why Genesys invested in Customer Success?• What challenges did we need to overcome?
• Building World-Class Customer Success• CSM Role @ Genesys• 6 Best Practices
• Preliminary Results• Financial• Organizational
• What’s Next?
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ABOUTGENESYS
8 OUTOF8YEARSASTHE
MARKETLEADER
NUMBER1CLOUDCXVENDORGLOBALLY
CLOSETO25BILLION
ENGAGEMENTSEVERYYEAR
5,000ENGAGED&PASSIONATEEMPLOYEES
INNOVATORMORETHAN
1,000PATENTS
MORETHAN95%
CUSTOMERRETENTION
10,000CUSTOMERS
IN100COUNTRIES
NUMBER1CXPLATFORM
FORALLCUSTOMERSEGMENTS
©2017 Gainsight. All Rights Reserved.
Lemon or Lemonade #12013: Genesys becomes
acquisitive to accelerate Cloud growth…
2014: Cloud Revenue, Churn and NPS become problematic …
Churn NPS
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LEMON OR LEMONADE #2
“Why am I paying all these CSMs?”
Tom EggemeierPresident, Genesys
January 2015
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LEMON OR LEMONADE #3
“Mark, it’s been cool knowing you… but, I’m leaving Genesys to become a Gainsight CSM”
Carissa AielloFormer Genesys now
Gainsight CSM
©2017 Gainsight. All Rights Reserved.
Setting the Stage: 3 Takeaways
1. Genesys struggled as we acquired numerous companies to accelerate our Cloud CX market leadership. In 2014, our Cloud Revenue, Churn & NPS results were all trending down.
2. And Genesys leadership was skeptical about the CSMs value.
3. And the CSM organization had challenges attracting & retaining top talent.
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Bringing the best of Genesys to the Customer and the best of the Customer to Genesys
to achieve mutual success
THECSM’SMISSION
ContactCenter
CustomerCare
Marketing
Collections
InformationTechnology
FraudManagement
CustomerExperience
Finance…
Sales
ProductManagement
Engineering
ProfessionalServices
Operations
CustomerCare/TAM
Marketing
SolutionsConsulting...
CustomerSuccess
Management
Customer
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CUSTOMERSUCCESSJOURNEY
WorldClass
Partner
TrustedAdvisor
CustomerSuccess
CustomerEXECUTIVEBUSINESSREVIEWS
ONBOARDING
NETPROMOTERSCORE
RENEWAL&EXPANSION
CUSTOMERSUCCESSPLANS
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OUREXCELLENCEINITIATIVESDRIVERESULTS
•• CustomerSuccessPlans•• ExecutiveBusinessReviews•• NetPromoterScore(NPS)•• CrossSell,Up-Sell•• CustomerCommunications
CUSTOMER
•• TerritoryPlanning•• Forecasting•• “TeamingofTeams”•• QuarterlyLineofBusinessReviews•• Gainsight
EXECUTION
•• TalentDevelopment•• Mentor/BuddyProgram•• PerformanceReviews/Conversations•• CareerDevelopmentPlan•• Bookshelf
Bethe“CEO” ofyourTerritory
••Retention/Churn••TimetoRevenue&Ramp
••IncrementalBookingstoExistingCustomers
REVENUE
••ScoreImprovement••ParticipationRate••Referenceability
NETPROMOTER
SCORE
ORGANIZATIONAL
©2017 Gainsight. All Rights Reserved.©2017 Gainsight. All Rights Reserved.
6 KEYS TO BUILDING
WORLD-CLASS CUSTOMER SUCCESS
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Key #1: Own a Revenue Number
• Revenue growth is the ultimate objective measure of success
• Enables ROI
• Track other metrics for sure… though all roads lead to revenue growth
• Churn (Gross/Net), NPS, Renewal Rates, Incremental Bookings
Accountability for a key metric provides a great seat at the table
Customer Success Sits Here
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Key #2: Drive a “Teaming of Teams”
• Customer Success is a company initiative, not only a functional one
• Requires outstanding X-Functional collaboration
• CSMs have great opportunity to bring the “best of your company” to your customers.
• Influence is hard work!!! • And it’s what will separate Good
from Great.
Drive outstanding x-functional collaboration/alignment
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Key #3: CSMs are “CEOs of their Territories”
• Requires world class talent• Aptitude• Attitude• Willingness to Learn
• Fingers on the Pulse• Doing so well eliminates fire drill
escalations and fire drills
• In every lemon is lemonade
Requires general management skills
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Key #4: Don’t Create Customer Success Heroes
Seek repeatability & scalability via:• Great Talent• Skill Development• Tools• Programs• Processes• Organize
Instead… invest in your team and organization
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Key #5: Embrace the KataDevelop an unquenchable thirst for continuous improvement
DrawingbyMikeRother
Grasp the Current
Condition
Establish the NextTarget
Condition
Get the Direction orChallenge
1
2
3
4Initiatives
Vision
©2017 Gainsight. All Rights Reserved.
Key #6 Partner with Gainsight
Why• Thought
Leadership• Technology• Best Practices• People• ROI
Allison
Carissa Nick
TK
Devin
©2017 Gainsight. All Rights Reserved.
RESULTS
2014 2015 2016 2017
YoYGenesysCloudRevenueGrowth%
Note 1: As Genesys is privately held, relative progress is shown with detailing actual numbersNote 2: Showing Line of Business #4 (LOB) as this was first LOB for which we deployed Gainsight
©2017 Gainsight. All Rights Reserved.
“CSMs are doing some great things…can we look at applying CSMs and Gainsight to our on-premise business? ”
Tom EggemeierPresident, Genesys
January 2017
©2017 Gainsight. All Rights Reserved.
Next Steps: Customer Success @ Genesys
• Customer Success Strategy
• Evolve to our On-Premise Business
• Refine our Execution• Across multiple Lines of Business• Globally• 1 to Many
• Accelerate Gainsight Deployment
• Formalize our ROI