Case Study: Yext achieves a 10x increase in customer advocacy and stronger retention with Gainsight

Driving Scalable Success for Customers Yext Increases Customer Advocacy by 10x

Yext, a New York–based leader in digital knowledge management that helps businesses keep listings, hours, menus, and contact information current across the web, faced the challenge of scaling strong retention and turning satisfied customers into active advocates. As the Customer Success org grew, Yext needed a structured, repeatable customer journey and better ways to capture the voice of the customer to speed onboarding, boost adoption, and mobilize references.

By implementing Gainsight Success Plans, Health Scoring, and an automated NPS program, Yext standardized lifecycle stages, surfaced product feedback to inform roadmap decisions, and automated advocate identification and reference matching. The outcome was a 10x increase in the advocate base and sales references, a significant improvement in retention (including a 1,000% increase in referenceable customers), and a far more efficient NPS and reference process.

Yext

Wendi Sturgis

CCO