Case Study: Real Estate Technology Firm achieves 102% net dollar retention and cuts large-account churn from 12% to 8% with Cien

Real Estate Technology Firm - Customer Case Study

Real Estate Technology Firm, a vendor selling to U.S. real estate agents, brokerages, and multiple listing services, faced high annual churn (25%+) and net dollar retention well under 100%. They engaged Cien to deploy an AI-driven account intelligence and renewal/cross-sell solution to diagnose churn drivers and improve account expansion and retention.

Cien performed churn-factor analysis, mapping custom fields (product usage score and CSAT) into the CRM, then prioritized larger accounts and increased rep focus to drive usage and cross-sells. The results: large accounts rose from 200 to 220 (+10%), average large-account ACV grew from $75K to $85K (+13%), large-account total ACV climbed from $15M to $18.7M (+24%), churn on large accounts fell from 12% to 8% (-33%), and net dollar retention moved from 94% to 102% (+9%). Overall impact included a $4M transformation impact and company revenue growing from $70M to $100M (+$30M, 43% growth). Cien’s work enabled a repeatable renewal and cross-sell motion that materially reduced churn and boosted expansion.