Case Study: a customer data platform (CDP) provider achieves better renewals and upsell with Ibbaka Valio

Customer Data Platform for Digital Marketing Value Based Customer Success to Grow NRR

The CDP provider, a customer data platform company, was struggling with customer churn and limited growth opportunities because it could not effectively demonstrate the value of its platform to clients. Conventional metrics were not sufficient to justify its pricing, which created a challenge for its customer success team. The vendor, Ibbaka, was engaged to help address this.

Ibbaka built and validated a value model through customer interviews, which was then used to create compelling value stories. These stories, managed on Ibbaka Valio, transformed the customer success conversations to focus on the value created. This shift is expected to directly improve customer renewals and upsell opportunities.