Challenge

Our customers' experience isn't only something the Customer Success department cares about - everybody priorities it at Thrive. Every team was using Hubspot as the CRM for both our new business and all our existing customers, and in reality, it didn't work. From the post-sale perspective, there was no feasible way I could get an overview of our NRR using Hubspot.

Solution

Our whole organization is using Planhat. The insights Planhat gives us are crucial, ensuring we all have a finger on the pulse of our customers. At Thrive, we always put our customer's experience first, and with Planhat, all areas of our business can see this. Who is getting the most value from our product? Who is adopting well? How are our customers becoming successful, thanks to their partnership with us? These are key questions for us, and by using Planhat as a customer platform - we finally have an answer to them.

Impact

With Planhat’s health score capabilities we can better understand where there are churn risks and what customers we should focus on. As a result, our license upsells are 24% higher this year than last year. Now we can see when customers are approaching their license limit and speak to them proactively, all thanks to the visibility we get on our customers with Planhat.