Clarizen and Gainsight Integrate to Deliver Comprehensive View of the Customer Engagement Lifecycle

SOURCE: Clarizen

Today, Clarizen, a global leader in collaborative work management software, today announced it has finalized its integration with Gainsight™, the Customer Success company, providing organizations with a 360-degree view of the customer engagement lifecycle. The Clarizen-Gainsight combination leverages Clarizen’s existing Salesforce platform integration, resulting in transparency across all roles involved with procuring and managing a customer. This insight into the health of the customer throughout the entire engagementmaximizes customer satisfaction, which, in turn, drives customer loyalty and repeat business.

With the Clarizen-Gainsight integration, companies can:

– Provide up-to-date customer success data from Gainsight in Clarizen, for all project and customer stakeholders who are reviewing a customer record, and can now see the customer’s current health score, as well as call-to-action (CTA) discussions

– Ensure effective communications across all teams as they work in their preferred tools by leveraging the three-way integration with Salesforce, Clarizen and Gainsight

– Communicate clearly what features the sales team promised the customer and what was implemented through a shared feature checklist

– Send an automated, personalized email message to customers when they reach a key project milestone – such as onboarding – or complete their implementation project

– Create a scorecard that represents the state of the ongoing project

– Initiate a communication within Gainsight’s cockpit when a milestone is delayed or a project goes off track

The Clarizen-Gainsight integration addresses a key customer-related issue today: Sales, services and customer success teams often work in disconnected “islands of activity,” without a connecting thread of supporting technology. A connected system provides services teams with the data they need to manage post-sale engagement, service delivery and customer satisfaction.

“Customer success begins long before customer success managers get involved, and our Clarizen integration gives us visibility into the health of our customers during the onboarding process, as well as during ongoing services engagements,” said Dan Steinman, chief customer officer at Gainsight. “It’s critical for our customer success managers, and our entire customer-facing organization, to easily know what has been implemented, where the customer is in their onboarding journey, and how to best engage with them when helpful to the implementation project manager. With this integration, we can make that happen for all of our customers.”

“Transparency and visibility should power every company’s customer success organization, as the customer experience is the lifeblood of business,” said Rachel Haim Hadas, VP of product at Clarizen. “Clarizen’s enterprise project management and work collaboration solution, combined with Gainsight’s customer metric tracking, enables sales and services professionals to access, share and manage customer health information, including milestones, initiatives and escalations. This 360-degree customer-related visibility ensures the customer experience is seamless from start to perpetual renewal.”