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


Introducing TSIA’s CustomerSuccess Power Index (CSPI)

2

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


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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?


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?


SETTING THE STAGE

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ABOUTGENESYS

8 OUTOF8YEARSASTHE

MARKETLEADER

NUMBER1CLOUDCXVENDORGLOBALLY

CLOSETO25BILLION

ENGAGEMENTSEVERYYEAR

5,000ENGAGED&PASSIONATEEMPLOYEES

INNOVATORMORETHAN

1,000PATENTS

MORETHAN95%

CUSTOMERRETENTION

10,000CUSTOMERS

IN100COUNTRIES

NUMBER1CXPLATFORM

FORALLCUSTOMERSEGMENTS


Lemon or Lemonade #12013: Genesys becomes

acquisitive to accelerate Cloud growth…

2014: Cloud Revenue, Churn and NPS become problematic …

Churn NPS


LEMON OR LEMONADE #2

“Why am I paying all these CSMs?”

Tom EggemeierPresident, Genesys

January 2015


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


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.


CSMS @ GENESYS

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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


6 KEYS TO BUILDING

WORLD-CLASS CUSTOMER SUCCESS


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


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


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


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


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


Key #6 Partner with Gainsight

Why• Thought

Leadership• Technology• Best Practices• People• ROI

Allison

Carissa Nick

TK

Devin


RESULTS TO DATE


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


“CSMs are doing some great things…can we look at applying CSMs and Gainsight to our on-premise business? ”

Tom EggemeierPresident, Genesys

January 2017


WHAT’S NEXT


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


THANK YOU


Go take your seat at the table!!!

#Pulse2017

Earning a Key Seat at the Table: Genesys Customer Success

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