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1© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
HOW GENESYS USES
GAINSIGHT TO POWER
CUSTOMER S...
222
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
PRESENTERS
Renee House
Gainsight Success & ...
333
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
AGENDA
◉ Genesys Overview
◉ Our Challenges
...
444
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
GENESYS OVERVIEW
5000
customers of all size...
555
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
OUR CHALLENGES
◉ Define and enable a
consis...
666
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
777
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
WHY WE SELECTED GAINSIGHT
◉ Drive the disci...
888
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
ENABLING THE CUSTOMER LIFECYCLE
Track
Touch...
999
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
A 360 VIEW OF YOUR CUSTOMER BASE
◉ Usage Tr...
101010
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
ONE-TO-MANY CUSTOMER COMMUNICATION
◉ Cus...
1111
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
WHAT WE’VE LEARNED
◉ Do not be afraid of
y...
121212
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
LOOKING AHEAD
CODE RED PROCESS RISK FRAM...
131313
© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
SUMMARY OF TAKEAWAYS
Renee House
Gainsig...
14© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.
THANK YOU
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How Genesys Uses Gainsight to Power Customer Success Slide 1 How Genesys Uses Gainsight to Power Customer Success Slide 2 How Genesys Uses Gainsight to Power Customer Success Slide 3 How Genesys Uses Gainsight to Power Customer Success Slide 4 How Genesys Uses Gainsight to Power Customer Success Slide 5 How Genesys Uses Gainsight to Power Customer Success Slide 6 How Genesys Uses Gainsight to Power Customer Success Slide 7 How Genesys Uses Gainsight to Power Customer Success Slide 8 How Genesys Uses Gainsight to Power Customer Success Slide 9 How Genesys Uses Gainsight to Power Customer Success Slide 10 How Genesys Uses Gainsight to Power Customer Success Slide 11 How Genesys Uses Gainsight to Power Customer Success Slide 12 How Genesys Uses Gainsight to Power Customer Success Slide 13 How Genesys Uses Gainsight to Power Customer Success Slide 14
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How Genesys Uses Gainsight to Power Customer Success

Webinar Recorded on January 12 2017

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How Genesys Uses Gainsight to Power Customer Success

  1. 1. 1© 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. HOW GENESYS USES GAINSIGHT TO POWER CUSTOMER SUCCESS
  2. 2. 222 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. PRESENTERS Renee House Gainsight Success & Operations Lead, Genesys Carissa Aiello Senior Customer Success Manager, Gainsight
  3. 3. 333 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. AGENDA ◉ Genesys Overview ◉ Our Challenges ◉ Why We Selected Gainsight ◉ What We’ve Learned ◉ Looking Ahead ◉ Summary of Takeaways
  4. 4. 444 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. GENESYS OVERVIEW 5000 customers of all sizes deliver exceptional customer experiences 25 years focusing on customer engagement as a pure play 1000 countries leveraging Genesys to enable seamless customer journeys 25 billion contact center interactions per year in the cloud and on-premises
  5. 5. 555 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. OUR CHALLENGES ◉ Define and enable a consistent customer lifecycle across multiple product lines ◉ Gaining a holistic view of customer base – for CSM and leadership ◉ Communication with customers at scale
  6. 6. 666 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved.
  7. 7. 777 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. WHY WE SELECTED GAINSIGHT ◉ Drive the discipline of the customer lifecycle ◉ Empower the CSM with a robust tool that gives them a picture of customer health ◉ Provide post sales customer success communication at scale
  8. 8. 888 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. ENABLING THE CUSTOMER LIFECYCLE Track Touch Transform Customer BUSINESS REVIEWS ONBOARDING NET PROMOTER SCORE RENEWAL & EXPANSION CUSTOMER SUCCESS PLANS
  9. 9. 999 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. A 360 VIEW OF YOUR CUSTOMER BASE ◉ Usage Trends ◉ Sponsor Tracking ◉ Customer Scorecard
  10. 10. 101010 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. ONE-TO-MANY CUSTOMER COMMUNICATION ◉ Customer Success Digest ◉ Customer Success Executive updates ◉ Product enhancements and training
  11. 11. 1111 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. WHAT WE’VE LEARNED ◉ Do not be afraid of yellow or red scorecards ◉ No noisy cockpits ◉ Front-line CSM management is your key to CSM adoption
  12. 12. 121212 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. LOOKING AHEAD CODE RED PROCESS RISK FRAMEWORK ROI OF CUSTOMER SUCESS
  13. 13. 131313 © 2017, Genesys Telecommunications Laboratories, Inc. All rights reserved. SUMMARY OF TAKEAWAYS Renee House Gainsight Success & Operations Lead, Genesys Carissa Aiello Senior Customer Success Manager, Gainsight
  14. 14. 14© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved. THANK YOU
  • TrisheleWilliams

    Nov. 26, 2021
  • weilliamxu

    Dec. 5, 2017

Webinar Recorded on January 12 2017

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