Background

Genesys, a global leader in customer experience solutions, operates in an increasingly competitive enterprise landscape where strategic focus is vital for growth. Recognizing the limitations in its existing account management approach, Genesys sought to refine its focus on high-potential enterprise clients to drive impactful outcomes.

The primary challenge centered around identifying ten strategic enterprise accounts capable of generating significant revenue over the upcoming fiscal year. Although Genesys had an extensive CRM system and a history of large enterprise partnerships, the company lacked a robust, insight-driven framework to prioritize and manage top-tier accounts.

Omega Strategy

Omega Consulting partnered with Genesys to build a robust, insight-driven strategic account management framework, focused on identifying ten high-impact enterprise targets and designing actionable plans to engage them effectively.

i) Comprehensive Account Selection: Utilizing strategic research methodologies, potential accounts were evaluated based on a myriad of factors, including industry position, market trends, and historical data on buying patterns. 

ii) Market Research and Analysis: Omega provided in-depth market research that highlighted current trends and customer needs within each identified sector. This included an analysis of competitor activities, technological advancements, and shifting consumer preferences.

iii) Financial Projections and Margins: Detailed financial projections were developed, outlining potential business opportunities for each account. This encompassed cost structures, expected revenue streams, and margin estimates, ensuring every plan was financially viable.

• Estimated deal size and contribution margin.
• Cost-to-serve estimates and upsell opportunities.
• Revenue forecasts aligned to sales timelines.

The financial models provided clarity on the commercial potential of each account and supported prioritization within sales planning.

iv) Insight-Driven Strategic Plans: Each account was paired with a tailored Account Plan that outlined not only the approach to engagement but also key performance indicators (KPIs) to measure success. These plans focused on building long-term partnerships and aligning Genesys’ offerings with the specific needs of each target.

Digital Impact

Omega’s strategic partnership with Genesys has led to a transformative shift in their approach to enterprise engagement. By implementing comprehensive, data-driven Account Plans, Genesys has created a framework for more impactful conversations with key clients. These plans, informed by deep market insights, have fostered alignment between Genesys’ solutions and the unique challenges faced by enterprises, driving a surge in interest and collaboration.

The results are already evident: targeted clients have responded positively, reflecting a growing demand for the solutions offered. The precision of these Account Plans has not only accelerated the sales cycle but also facilitated meaningful dialogue that strengthens relationships and paves the way for long-term partnerships. By leveraging advanced analytics and tailored strategies, Genesys is enhancing its market position, allowing for a more proactive approach to enterprise growth.

With continuous refinement, these insights-driven Account Plans are laying the foundation for sustained business success. As the fiscal year progresses, the ability to adapt and execute on these strategies will be pivotal in maintaining momentum and achieving organizational objectives.