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Case Study

Falcon.io

Falcon.io Revamps Customer Success Approach with Gainsight

Falcon.io offers an integrated SaaS platform for social media listening, engaging, publishing, and managing customer data. Falcon.io also offers social analytics (Measure), a mini-site/landing page creator (Build), and underlying intricate layers of governance (Settings). Their diverse and global client portfolio includes Carlsberg, Tiger, The Finish Line, IWC Watches, Toyota, Coca-Cola, and more.

Falcon.io needed to rethink its Customer Success strategy. The gray areas between their Account Managers and CSMs resulted in lost productivity, dropped balls, and doubled effort.

With Gainsight, Falcon.io:

  • Launched a suite of Playbooks for the entire first year of the customer lifecycle
  • Segments its growing global customer base and prioritizes customer touches
  • Conducts Executive Business Reviews that engage mid-stage customers and guide them towards advanced engagements with its products

Read the case study to learn more.

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