ALL PATHS LEAD TO RETENTION: HOW GONG “FOREVER CHANGED” SENDOSO’S CS TEAM

  • 1 December 2021
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ALL PATHS LEAD TO RETENTION: HOW GONG “FOREVER CHANGED” SENDOSO’S CS TEAM

”Everyone impacts retention”

That’s Alli Tiscornia speaking. She’s the Chief Customer Officer at Sendoso, the world’s first Sending Platform (SP).

 

Sendoso helps companies stand out by giving them new ways to engage with customers throughout the buyer’s journey. By integrating digital and physical sending strategies, Sendoso customers increase the effectiveness of their existing go-to-market programs and improve their relationships with customers.

 

Alli leads a Customer Experience team of 50 and is a strong advocate for the “everyone impacts retention” mantra. She believes her team’s success is dependent on happy, satisfied customers.

 

However, no company in the history of companies has ever had 100% happy-all-the-time customers. All organizations experience churn. Learning why customers leave or choose not to renew inevitably becomes a guessing game — an educated guess at best.

 

Was there a gap in the sales-to-customer success transition?
Did the champion move to a new company?
Was it one big mishap or a series of small “paper cuts?”

 

Gong answered these unknowns by delivering much-needed customer insights. Gong also forever changed Sendoso’s sales-to-customer success team handoff in the process.

Every customer lifecycle tells a story.

 

THE CHALLENGE

Rapid growth and scaling made it tough for the Customer Success team to analyze its retention data. What caused churn and what enabled customer retention?

 

THE SOLUTION

 

  • Trackers and Reports to surface insights on key topics like ROI, fees, etc.

  • The Accounts Page so sales and CS align for a seamless handoff

  • A Call Library to onboard new CSMs

  • A COVID-19 tracker for prompts (like adding an address confirmation feature)

 

 

 


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