Challenge
Our ICP is large enterprises, so anywhere between 2,500 and hundreds of thousands of employees. Each customer gets a dedicated CSM, but because these organizations are so large, finding expansion opportunities can prove a challenge. This is made worse by the fact many of these organizations have lots of parent and child organizations, international subsidiaries, and often are cobbled together through a mix of mergers and acquisitions. We needed a way to identify expansion opportunities where we knew we would be sticky.
Solution
Using Calculated Metrics (a way to convert and combine raw metrics to better understand usage) within Planhat, we were able to identify users who were making a lot of educational content but that we weren’t typically in communication with. We originally started this project to multi-thread in order to reduce risk and protect revenue. Our buying center is often the first to get cut and only having one contact at a company is precarious, and Planhat helps with this. But we quickly discovered that these “quiet champions” within the organization presented an expansion opportunity.
Impact
We have seen a significant increase in opportunities since implementing this project. In one of our customers, we identified a user who was making 500 pieces of content in a month. When we reached out to him, we discovered that he was scoping a competitor of ours and was comparing us and them. We ended up expanding the account to an external use case that was much larger than the internal one. And because Continu changed from a cost center to a revenue driver at their company, they also signed a multi-year deal with us eight months early.
Terri James
VP Product & Customer Success
Continu
Terri leads Product and Customer Success at Continu, a modern learning platform built for scale. Her focus is on bridging product strategy, customer outcomes, and enterprise growth. Over the past several years, she has helped Continu expand into complex, compliance-heavy environments, where onboarding, enablement, and learning all play a role in driving business results. That’s meant architecting systems that are intuitive, flexible, and built to deliver measurable value.
