Case Study: Productboard reduces gross churn 50% in a year with Vitally
Key results
The challenge
As Productboard's customer base grew past 4,000 accounts, its Customer Success team lacked a unified view of customer health. According to Senior Director of Customer Success John Henwood, the gaps created blind spots that made it hard to prioritize where CSMs spent their time.
The solution
Productboard implemented Vitally in February 2020 to consolidate customer data and surface health signals for its 84 platform users. The team used Vitally to automate routine tasks and give CSMs actionable customer insights.
“In 2020 alone, we reduced our gross churn relatively by 50%. Even as we scaled, we were able to spend our time as wisely as possible with customers.”
JHJohn HenwoodSenior Director of Customer Success, Productboard
The results, in context
Productboard reported reducing its gross churn relatively by 50% in 2020 while continuing to scale. The company also credits Vitally with helping Customer Success become a source of customer intelligence for its Product and Marketing teams. Figures are quoted from Vitally's published Productboard story and dated to that source.