Case Study Revamps Customer Success Approach with Gainsight offers an integrated SaaS platform for social media listening, engaging, publishing, and managing customer data. 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. 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,

  • 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

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