Case Study: SmartBear achieves $6M in referrals and a 47% close rate with CustomerGauge

How SmartBear Brought in $6M in Referrals with a Close Rate of 47% Using AX

SmartBear needed a way to prove the ROI of its customer experience program and connect NPS to revenue. Before CustomerGauge, the company had no customer success team, and it lacked a clear process for identifying referral and upsell opportunities across customer accounts.

CustomerGauge helped SmartBear implement transactional surveys and account experience insights to map the customer journey, surface threats and opportunities, and align customer success with sales. As a result, SmartBear generated $6 million in referral business, created $2.2 million in new business within six months, and improved close rates from 30% to 47%, while also reducing churn by 47%.

SmartBear

Jennifer Mahoney

SmartBear