Global Technology Company Uses Gainsight to Evolve Its Customer Success Approach for Better Engaging and Serving Its SaaS Customers
In business nearly 100 years, this global technology company is steadily evolving into global e-commerce, software, and other technologies. It employs over 13,000 people globally and serves more than one million businesses, including over 90% of the Fortune 500.
As the company shifted from providing on-premise software business to Software as a Service (SaaS), it has had to evolve the way it approaches customer success.
Without onboarding that involves CSMs, the company had no view into how and how much customers were using its self-serve, freemium products or where they might need assistance to ensure adoption. It also had no insight into when they were moving from trying to buying, meaning the company was missing potential upsell opportunities.
With Gainsight, the company equipped its CSMs with insight into all customer activity, enabling it to:
- Engage all customers as relevant activities occur
- Migrate freemium users to paid
- Achieve ROI in the first year using Gainsight
Read the case study to learn more about how this global technology company has evolved its approach to customer success