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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.

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RingCentral's Path to Customer Sucess

  1. 1. 01.25.2017 RingCentral’s Path to Customer Success
  2. 2. Agenda 1.  Introductions 2.  Why Gainsight 3.  Challenges 4.  Future Plans 5.  Q&A
  3. 3. Today’s Presenters Tim Wilbourn Customer Retention & Strategy Director, RingCentral Chris Beaven Enterprise Customer Success Manager, Gainsight
  4. 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. 5. 500 – 1,000 Employees 100 – 500 Employees Less than 100 Employees 1,000+ Employees Carriers Selected by Leading Organizations
  6. 6. Why did we buy?
  7. 7. What we were looking to do? Drive Consistency Across the Team Increase user adoption Scale Existing Operations 1 2 3
  8. 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. 9. What challenges did you face?
  10. 10. Implementation was not simple Implementation Crawl Walk Run Data Source $$$
  11. 11. What does the future hold?
  12. 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. 13. Q&AQ&AQ&A
  14. 14. Thank YouThank YouThank You

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