Eliminating Unwanted Surprises: The Impact Of A Growth Molecules Engagement On MentorcliQ’s Revenue Predictability
Customer Success Growth with Growth Molecules
CLIENT OVERVIEW
MentorcliQ builds successful mentoring programs and streamlines employee resource group (ERG) management as the #1 software trusted by global enterprises. As the largest provider, HR teams rely on MentorcliQ as their ‘easy button’ for seamless mentoring and ERG program design and deployment and employees love its simplicity.
Global enterprises like Disney, AMD, Deloitte, Takeda Pharma, and others rely on MentorcliQ to power their talent development and employee engagement strategy. MentorcliQ supports mentoring programs and ERGs in more than 100 countries across 6 continents and is proudly improving the workplace for 2 million employees and counting.
“The Growth Molecules team worked closely with our cross-functional team to deeply understand our business & challenges. Their CS expertise & Gainsight acumen allowed them to craft a system configuration tailored specifically to our goals. We now have the telemetry, reporting, & automation that we need to drive retention & prevent unanticipated surprises.”
Pain Points
MentorcliQ’s Customer Success team members are responsible for driving the adoption and expansion of their customers. Before implementing Gainsight, the lack of a holistic customer overview, platform utilization data, and reporting, resulted in unexpected customer churn. The team needed to bring data from disparate systems into a single platform to proactively identify risk, drive consistent and repeatable processes, and ensure that there were “no surprises” when it came to customers.
To address these challenges, three outcomes were
identified with the Gainsight Essentials implementation:
1. Obtain Predictability and Proactivity
2. Gain Visibility into Customer Health and Adoption
3. Drive Scalable and Repeatable Processes
“The Growth Molecules team ran organized and effective meetings that have since influenced the way that we conduct onboarding calls with our own customers. The open communication, friendly dispositions, along with the seasoned industry expertise, contributed to our project calls becoming my favorite of the week. Implementing our first customer success platform seemed daunting at first, but with the Growth Molecules team it was a breeze.”
the results
The MentorcliQ Customer Success and Operations teams partnered with Growth Molecules on an accelerated implementation of Gainsight, resulting in the following Successes:
- Built a predictive customer scorecard including automated quantitative and subjective qualitative measures whose data sources include the following:
- MentorcliQ platform usage data
- Zendesk support ticket and engagement data
- Success Coach sentiment
- 3 Automated Calls-to-Action (CTAs) with accompanying playbooks & tasks to create consistency and accountability for key stages of the customer journey
- Customized Success Coach reporting dashboard exposing key actionable portfolio insights and forecasting data
- Success Plan to ignite customer utilization of the MentorcliQ platform and reinforce value realization
- Journey Orchestrator program to automate feedback from the internal delivery team post-go-live
About
Growth
Molecules
We are a management consulting & technology services firm that offers proven strategies, AI-driven workflows, & expert execution across the entire customer lifecycle journey. We offer integrated, scalable solutions for B2B technology companies to protect & grow their recurring revenue. We do that in three ways:
- We Assess: We discover your current capabilities.
- We Prescribe: We define new solutions.
- We Execute: We implement revenue impact.
We have been in your shoes: Our team of award-winning strategists are former global revenue leaders who understand what it takes to get scientific about their revenue.
Contact Us today to get started on your Customer Success Optimization Journey
Enjoyed the read? Share. Inspire. Connect.