[Case Study] 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.“

Thad Price
CEO, Talroo

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.”  

Barry Klein, Vice President, Success and Enablement, Talroo

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.

Growth Molecules™ is a Customer Success Advisory firm, helping companies protect and grow revenue. 
We do That in Three Ways:

  1. We assess your current capabilities: People, Processes, and Systems. 
  2. We implement new solutions: Actionable Playbooks, Technology, and Training.
  3. We execute them: Fractional Customer Success Leadership, Success, Leadership, and Support Training.

Growth Molecules™ is the ideal partner in revenue growth and customer success management. Our proven methodologies swiftly identify organizational needs, and strategically plan solutions to positively impact business outcomes. Our team of award-winning strategists are former customer success leaders who understand what it takes to increase revenue through customer success. Don’t take it from us, take it from our customers through case studies and G2 Reviews to prove it.

Contact us today to get started on your customer success optimization journey.

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