Testimony - Clara Guénand, Generix Group, Marketing Manager

Hello, Clara. -Hello, Sylvain. -Thank you for your time. We've been working together for a while now. Can you introduce yourself and tell us how we started working together? With pleasure. I am Clara Guénand, I have been a marketing manager at Generix Group for a year now. I manage a team of five people whose objective is to generate leads and to qualify all these leads to be able to pass them on to the sales people. That's my job now, but Merlin/Leonard, I've known you for much longer than that because I contacted you in my previous company, Econocom, which I left a year ago, but where I stayed for three years. So we've known each other for four years now. When I arrived at Econocom, we immediately set up Marketo and we quickly realised that a tool like Marketo required a lot of assistance, whether it is to set up the tool correctly or its daily use. That's why, as soon as we implemented Marketo, we worked with Merlin/Leonard, and mainly with you, Sylvain. We started out, if I'm not mistaken, with three days of training, even five, five days of training that you led, Sylvain and where we covered all the fundamentals of Marketo and put in place some very concrete assets like our preference centre. In addition, it was just around the time of the rise of the GDPR, a very strategic topic at the time. We had also set up our nurtering campaigns and did all the basic settings on Marketo. That's it. Exactly. Today, at Generix, you both train as well as use our support coaching expert contract. About the contract, what do you like in the package of the expert coaching contract? What I like about this package is that it's really an "à la carte" format, to the extent that I subscribed to a number of UOs that I consider sufficient over a period of time. Then I use up these UOs according to my needs on a wide variety of subjects. This is the big advantage: through this coaching, we can cover all topics related to Marketo and via different modes of communication. We tend to communicate through e-mail quite regularly when it comes to subjects that are not too complex or too urgent, or when I really need to have a very structured written feedback. This feedback by the way, which is great, I get it very, very quickly, often within the hour, within two hours of my request or at least within 12 hours or 24 hours. And the second part, is actually making a telephone appointment, again, we regularly schedule small meetings that can last 30 minutes, an hour, or even longer workshops in which we're going to deal with more complex, more specific subjects. It's a bit like the quick feedback I get by e-mail. Making appointments, through the team calendar, is done quite easily and fairly quickly. Everything you learn or all the subjects we talk about in these meetings, we can quickly implement them on Marketo. Sometimes, we also work on more complex topics that we have to figure out beforehand. Absolutely. We also went through more specific contracts on project mode, especially when I joined Generix, where we had already set up Marketo a long time ago on a setting that didn't necessarily speak to me and which, I think, needed a thorough overhaul and simplification. We established dedicated services which were half-day workshops where we went through all the programmes that were causing us a bit of trouble. I'm particulary thinking about everything that was around lead management, scoring, etc. That was part of some very in depth moments on the subject, where we always emerged with a very concrete and operational use at the end of the meeting or workshop. Overall, the Merlin/Leonard team guides us on all the difficulties that we can encounter on Marketo or even on the new projects that we want to develop. My team also religiously participates to all the Marketo Office Hours that Sylvain put on Friday. I can clearly see that they are getting very skilled at it. And I think that, honestly, without the support of Merlin/Leonard, there's a whole bunch of problems that we wouldn't have been able to solve and also a lot of new projects that we might not have been able to do as well and as quickly. Were you able to test other resources from Merlin/Leonard? Besides you? Yes. I work quite regularly with Vincent. Same thing, I've been working with Vincent since Econocom. Recently, I've been able to work with Anne-Sophie on topics that are rather oriented on the inactivity of contacts, without going much into detail, they're quite specific topics. That's interesting too. Depending on the subject, you don't always have the same interlocutor, but at the same time, the level of information is quite similar amongst the interlocutors we have at Merlin/Leonard. Finally, it's just as effective and it's even more enriching to have different points of view. OK. Do you have a final point to add? I think we have a positive feedback. Overall, I am satisfied with the relationship I have with Merlin/Leonard, with you, during all these years. That's why I decided to continue the collaboration after Econocom. This is a collaboration that will continue because it's going well and it meets my expectations in terms of expertise, in terms of responsiveness, in terms of budget as well. Overall, for me, it's all positive. OK, thank you very much for your feedback, Clara. My pleasure.