Case Study: Box achieves improved customer satisfaction, adoption, renewals, and expansion with Gainsight

Box Chooses Gainsight to Power Customer Satisfaction, Adoption, Renewals, and Expansion

Box, the leading enterprise content management and collaboration platform, needed a better way to operationalize its evolving Customer Success function. Until recently the team relied on custom Salesforce processes to track churn and forecast renewals, which became difficult to scale as the organization defined CSM roles and measurement more clearly — prompting a buy-vs-build decision once third-party tools reached the right maturity.

Box selected Gainsight for its product maturity and industry leadership, implementing Cockpit, Calls-to-Action (CTAs) and executive dashboards to drive a metrics-based CARE (Customer Satisfaction, Adoption, Retention, Expansion) approach. The rollout gave CSMs visibility into customer portfolios and product adoption, helped managers prioritize work and one-on-ones, and provided executives with a top-risk view of upcoming renewals — improving prioritization, accountability, and focus on retention and expansion.

Box

Jon Herstein

SVP Customer Success