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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
Succe...
Global coverage
80+ COUNTRIES Magic Quadrant
Worldwide Leader
2,600+
team members
67% customer-facing
365,000+
business cu...
500 – 1,000
Employees
100 – 500
Employees
Less than 100
Employees
1,000+
Employees
Carriers
Selected by Leading Organizati...
Why did we buy?
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 ...
What challenges did
you face?
Implementation was not simple
Implementation Crawl Walk Run
Data Source
$$$
What does the future
hold?
Gainsight will act as the system of
record providing the ‘single pane of
glass’ for customer data
•  SFDC standard and cus...
Q&AQ&AQ&A
Thank YouThank YouThank You
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RingCentral's Path to Customer Sucess

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
  • NatashaRivera20

    Nov. 27, 2021

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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