Case Study: Gong achieves 3X higher upsell rates and improved retention with Gainsight's Community platform

How Gong Uses Community to Fuel ARR and Customer Retention

Gong, the Revenue Intelligence platform, needed a way for customers to connect and learn from one another beyond in-person events. In 2021 CCO Eran Aloni made community central to the customer strategy to drive adoption and retention and embed peer learning into existing workflows.

Gong chose Gainsight’s community tool for its integrations (Zendesk, Skilljar, Gainsight CS) and standout federated search, then launched gamified experiences like “Gong Quests” and the Visioneers hub with embeddable widgets. In year one the community drove 12K unique visitors, ~4.5K registered users (36%), 800 one-on-one meetings, 3x higher upsell rates for active users, and measurable improvements in retention, product stickiness and ARR/NDR influence.

Gong

Nisha Baxi

Head of Community