Case Study: Sprinklr achieves proactive risk management and confident renewal forecasting with Gainsight

Sprinklr Measures Outcomes That Matter, Gets Proactive in Risk Management

Sprinklr, an enterprise platform that helps global brands manage marketing, advertising, care, research, and commerce across social channels, faced a key challenge: no consistent, objective way to measure customer health. Without clear root-cause signals, Sprinklr experienced unexpected churn and lacked confidence in renewal forecasting.

To fix this, Sprinklr implemented a three-part health score — Value + Adoption + Relationship — including a manually updated Customer Happiness Index, usage data and Pendo integration, and tiered measures for support tickets, enhancement requests, and SKUs/services sold. The company documented the scorecard and CTAs, realigned a 120-person team, and tracked value through ongoing realization plans and EBRs. The result: proactive risk management, company-wide alignment on customer health, and stronger renewal forecasting with measurable gains in retention and efficiency.

Sprinklr

Colin Burns

Customer Delight