back to all case studies

Case Study

Introduction

For enterprise technology companies, achieving consistent and scalable customer success is critical. Our client, a global leader in financial data and analytics software, recognized the need to evolve beyond a fragmented, reactive support model. Regional variations in their customer success (CS) delivery resulted in inconsistent experiences and untapped potential for proactive engagement.

Our client’s strategic objective was clear: to architect a globally unified customer success framework. This framework needed to preserve their commitment to high-touch, white-glove service while simultaneously achieving significant improvements in Net Annual Subscription Value (ASV), optimizing the cost to serve, and enhancing scalability through intelligent role design and digital customer engagement. Recognizing the specialist-nature of this transformation, they partnered with Valuize to provide the necessary expertise and execution.

The Challenge: Navigating Inconsistency and Reactive Engagement

Before partnering with Valuize, our client faced several key hurdles that hindered their ability to deliver an exceptional and scalable customer lifecycle:

• Reactive & Inconsistent Delivery: Their existing customer lifecycle relied on a role they referred to as ‘Consultant’. Consultants had  inconsistent approaches to crucial adoption, retention, and growth activities alongside their Sales counterparts. This resulted in a fragmented customer journey, heavily dependent on siloed consulting and sales team approaches.
• Process and Documentation Gaps: The absence of standardized methodologies for tracking customer adoption and value realization obscured their understanding of the customer lifecycle and limited their ability to proactively intervene.
• Tooling and Digital Engagement Deficiencies: A lack of robust digital customer engagement tools and strategies restricted the reach and efficiency of customer-facing teams, impeding process operationalization and the ability to monitor customer health effectively.
• Data Visibility and Reporting Limitation: Inconsistent reporting practices and the inability to effectively measure key metrics like churn and customer health hindered data-driven decision-making and the scalability of their engagement efforts.

The Valuize Solution: Architecting a Digital-First Customer Success Engine

To overcome these challenges, Valuize partnered with the organization to implement a holistic transformation underpinned by two strategic pillars: a deep-dive Customer Lifecycle Optimization Roadmap and the strategic implementation of Gainsight to operationalize the roadmap at scale through a digital-first lens.

1. Customer Lifecycle Optimization Roadmap: Laying the Strategic Foundation

Valuize’s Customer Lifecycle Optimization Roadmap provided the essential blueprint for the organization’s customer success transformation, with a clear focus on accelerating ASV through enhanced customer adoption and retention, coupled with optimized account coverage. Key components of the assessment included:

• In-Depth Stakeholder Interviews: Conducting 62 hours of one-on-one interviews with 17 business leaders and 45 individual contributors to gain a granular understanding of the current state and future aspirations.
• Customer Collaboration: Directly engaging with customers to gather invaluable feedback on their needs, experiences, and expectations throughout their journey with our client.
• Process and Asset Deep Dive: Performing a meticulous analysis of 40+ existing processes, policies, and reports to pinpoint opportunities for standardization, automation, and enhanced

The culmination of this rigorous assessment was a detailed 24-month roadmap outlining prioritized improvements across the entire customer lifecycle – from acquisition, adoption, retention to expansion – with technology strategically embedded to drive efficiency and scale.

Through close collaboration with our client, the immediate strategic priority emerged: to fuel efficient scale and revenue growth by launching a targeted digital customer success program focused on low-adoption customers and segments lacking dedicated account management.

2. Digital-First Strategy Design & Gainsight Implementation: Powering Scalable Customer Success

Valuize collaborated closely with our client to operationalize their customer success transformation by strategically leveraging Gainsight as the central platform for a digital-first customer engagement model. This transformation centered on architecting scalable, data-driven digital customer journeys that could be automated and personalized across all customer segments. Key initiatives included:

• Strategic Vision and Blueprint: In order to provide our client with the most impactful and valuable deployment of Gainsight, it meant defining a clear and impactful vision for the platform and designing intelligent workflows to seamlessly support the entire customer lifecycle.

With Digital Customer Success as the immediate focus, Valuize and a dedicated cross-functional client team collaboratively designed targeted workflows for new customer onboarding and proactive engagement with customers exhibiting low usage and adoption across 11 distinct user personas. Once these workflows were carefully defined, prioritized, and mapped, they were ready for operationalization in Gainsight.

• Agile Operational Design and Launch: Employing Valuize’s agile methodology, the Gainsight implementation was executed in two strategic phases. Phase one established the foundational elements, including core data integrations, unified customer 360 views, and dynamic customer health scoring. Phase two focused on the advanced, data-driven deployment of digital customer success programs, delivering personalized, automated journeys to address low-adoption users.

The seamless operationalization of our client’s customer journeys required the integration of multiple data sources, both native and custom, along with a series of strategic API calls to ensure comprehensive visibility and trigger automation within Gainsight and interconnected external systems. Complementing these integrations and workflows, Valuize developed insightful reports and dynamic dashboards to meticulously track customer progress and behavior throughout each journey. These powerful tools provided critical insights into the impact on customer onboarding, usage, and adoption, while also monitoring individual customer progress. This rich data was aggregated with key success metrics to identify patterns of positive outcomes, enabling continuous optimization of the digital journey programs.

The Impact: Quantifiable Results and a Foundation for Future Growth

This Valuize-led program delivered significant and measurable results for our client including:

• Expanded Customer Reach & Engagement: The ability to effectively reach and engage a previously unserviceable segment of accounts, contributing to tangible improvements in overall customer health and increased retention rates.
• Operational Efficiencies: Approximately 600 hours of weekly labour savings through the automation of key customer engagement processes, freeing up valuable resources for more strategic initiatives.
• Single Source of Truth: Establishing Gainsight as the cornerstone for launching digital customer success initiatives, providing leadership and Customer Success Managers (CSMs) with critical, unified insights and breaking down previous data silos.

Conclusion: Charting a Course for Sustained Customer Success Excellence

The strategic transformation of our client’s customer success strategy, guided by Valuize, has fundamentally reshaped their ability to deliver a consistent, scalable, and proactive customer experience. By strategically addressing key challenges – including inconsistent client engagement, process inefficiencies, and fragmented data – they have streamlined operations, enhanced customer retention, and elevated engagement through targeted, digital-first initiatives.

Beyond these immediate and impactful gains, the organization now has a robust 24-month roadmap of prioritized initiatives that continues to guide strategic improvements across their customer success strategy, operations, and organizational design. This roadmap provides a clear and actionable path to achieve sustained operational efficiency, strategically scale their customer success program, and proactively adapt to evolving market dynamics.

The strategic integration of Gainsight has equipped the organization with the essential tools to optimize account coverage while unlocking deeper, data-driven insights into customer health. With demonstrable labor savings, enhanced customer satisfaction, and actionable intelligence at their fingertips, they are now strategically positioned to drive scalable growth and cultivate stronger, more enduring customer relationships.

This successful partnership between this enterprise technology leader and Valuize powerfully underscores the transformative value of a well-executed, future-proof customer success strategy in achieving  sustainable growth, operational excellence and increased customer value.