Fastest Path to Improving Time to Value
The Results of Launching a Transformational
Customer Experience Driven by Data:
CLIENT OVERVIEW
Talroo offers a revolutionary talent-matching platform that empowers employers with data-driven tools to efficiently and scale source frontline, essential, and hourly workers. By leveraging deep market insights and machine learning models, Talroo reduces acquisition costs, leading to shorter recruitment times. Rather than direct candidates to job descriptions, Talroo uses a consumer marketing approach to deliver job opportunities to candidates already spending time online. This helps companies to minimize costs and maximize efficiency.
“The engagement immediately helped our CSMs lead customers with a growth mindset and the skills to apply emotional intelligence to client interactions. The engagement created a methodology for the team to follow without feeling scripted. We look forward to continuing this foundation and advanced proactive approach to managing customers in 2024 and beyond.”
Pain Points
Talroo’s Customer Success and Account Management teams needed to aggregate robust platform usage data in an easily digestible format to alert them to revenue risk and expansion opportunities. Additionally, customer communications were being logged separately in Outreach and in Gong. With hundreds of customers on monthly renewal plans and trial contracts, they needed to be able to assess customer health and the likelihood of renewal early and often.
To address these challenges, four goals were identified with the Gainsight Essentials implementation:
- Create a Holistic Account Overview
- Develop Consistent Customer Journeys Per Segment
- Surface Early Warning Signs to Reduce Churn
- Drive Revenue Growth
“The Growth Molecules team made our Gainsight Essentials implementation a breeze. Clear communication and expert guidance during our weekly meetings kept us on track and enabled us to configure the platform quickly and tailored it to our desired outcomes. Gainsight is going to become a critical part of what we do. This effort was truly a partnership.”
the results
With a close, cross-functional effort between the Customer Success, Account Management, Product Management, and Operations teams, Talroo achieved a fully deployed Gainsight environment, incorporating:
- Multiple strategic customer health scorecards that incorporate sophisticated product usage data and metrics from Snowflake and subjective CS sentiment.
- Automated NPS survey scheduling, delivery, and follow-up via Journey. Orchestrator.
- Direct integration of Gong call recordings into the customer Timeline object.
- Automated CTA objects with associated playbooks that allow CSMs to identify customers with expansion opportunities and risks.
- Full team go-live in 8 weeks.
Tangible Impact on Talroo’s business: Since Working with Growth Molecules and Implementing Gainsight Over the Past 12 Months.
3X
Increase in customer outreach in 6 months
25%
Increase in net revenue retention in 6 months
74%
Increase in
lifetime value
As seen below, customers stay longer and inactive accounts have sharply decreased quarter over quarter.
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
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