Case Study: Consensus achieves 20% lift in customer health with ClientSuccess

Consensus sees 20% lift in customer health with ClientSuccess

Consensus is a SaaS company that automates personalized product demos. When Brian Zurcher joined in August 2014 to lead client success, he inherited 75 accounts and found the function was run on rudimentary spreadsheets with almost no client-level notes, inconsistent lifecycle tracking, missed tasks, and little visibility into milestones or goals. To address these gaps, Consensus selected ClientSuccess as their customer success platform.

Consensus implemented the ClientSuccess Customer Success Management Platform, configuring SuccessCycles to capture kickoff goals, due dates, demo-content progress, and a 90-day renewal engagement drip, while using the platform’s single-view pulse and analytics for executive reporting. In under five months Consensus dramatically improved client knowledge and tracking, established a primary metric per account, and lifted overall client health (pulse) about 20%, enabling more proactive, consultative account management.

Consensus

Brian Zurcher

Director of Client Success