Certain® Reimagines Its Approach to Customer Success by Calling Upon Best Practices and the Gainsight Platform
Founded in 2011, Certain® provides the leading enterprise event automation platform that helps allows event marketers and planners capture rich attendee insights, and helps deliver credible event ROI.
The company’s Customer Success Managers (CSMs) enable customers to maximize their investment in Certain.
Though the company had implemented Gainsight, the company’s health score had become a meaningless catchall. Plus CSMs weren’t acting on calls to action built in Gainsight, and instead were largely managing their jobs outside of the platform. That’s when the Senior Director for Executive Staff Operations knew the team needed to embrace a best practice approach to customer success.
Gainsight provided the thought leadership and necessary resources to help reset Certain’s use of the platform, enabling Certain to:
- Simplify its customer health score
- Provide CSMs a much-needed, consolidated customer view
- Establish a formal risk management process tied to CTAs within Gainsight
Read the case study to learn more about how Certain has reimagined its customer success approach.