Post on 16-Aug-2020
1 | © 2017 RingCentral, Inc. All rights reserved.
David Marler, VP, Customer SuccessNoomi Codon, Director, Voice of the Customer
A Flawless CEM Journey with CRM Integration
2 | © 2017 RingCentral, Inc. All rights reserved.
Largest and Fastest-growing UCaaS Provider
$400MRevenue Run Rate
150MCalls a Month
2,500Global workforceYoY Office Growth
40+ %
3 | © 2017 RingCentral, Inc. All rights reserved.
VoCInitiative
VOC integrated into sales, customer support, and
CSM teams
Customer experience is the new competitive battleground
Corporate Business Initiative
Move into the Upmarket customer segment
Corporate Brand Initiative
Customer-Centric Culture and Competitive Differentiator—flawless customer journey
4 | © 2017 RingCentral, Inc. All rights reserved.
Why Integrate
CEMCRM
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Why Integrate
CEMCRM
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Why Integrate
CRM+CEM
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The path to a seamless integration
Collaborative Partnership Cross-Team Workshops
Design Framework
Integration
TrainingRequirements
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Game-changing outcomes
Engaging and empowering
Improved processes
Implementation attach rate increased 50%
Closed-loop system
99.9% - Support91% - Relationship
Enterprise NPS increased 23 points
Accountability
Over 7000 positive reviews
All hands on board
Support 8.5 to 9.2 CSAT
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What We Learned
Planning EducationTrial and ErrorPartnering
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Continuous improvement and scalability
GlobalExpansion
CSMTraining
CustomerTraining
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Are you ready?
Q&A