Case Study: Civitas Learning rapidly grows customer advocacy and boosts referenceable contacts 40% with Gainsight for VoC

Civitas Learning Rapidly Grows Customer Advocacy Using Gainsight for VoC

Civitas Learning is a student success company that uses institutional data to personalize support and improve outcomes. Serving both a high-touch enterprise line (about 10 accounts per CSM) and a recently acquired lower-touch line (~100 accounts per CSM), they needed a reliable way to collect and act on feedback across the customer journey.

Partnering with Gainsight for VoC, Civitas automated NPS, Support, Training and Implementation CSAT surveys with triggered distribution, CTAs, and playbooks for fast follow-up. The program grew their pool of referenceable contacts by 40% in six months, revealed that faster time-to-value drives advocacy, and justified continued investment in a 1-to-10 CSM enterprise engagement model.

Civitas Learning

Eric Grunden

Senior Vice President of Partner Success