How Continu Surfaces Expansion Opportunities with Planhat
Continu
Continu
0-50 Employees
Start-up
0-50 Employees
Start-up
Headquarters
San Francisco, CA
Headquarters
San Francisco, CA
Switched to Planhat
2021
Switched to Planhat
2021
HighlightED Processes
HighlightED Features
Continu is a learning management system serving large, complex enterprise accounts, often consolidating from multiple legacy LMSs. The team needed to transform CS from a back-office reporting function to a live system for understanding risk, value and expansion inside complex accounts.
Continu is a learning management system serving large, complex enterprise accounts, often consolidating from multiple legacy LMSs. The team needed to transform CS from a back-office reporting function to a live system for understanding risk, value and expansion inside complex accounts.
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Challenge
Early on, Continu ran customer success out of Salesforce. It worked, technically—but it was time consuming.
CSMs were drowning in task management and busywork at exactly the moment Continu wanted to scale the function. Notes were scattered, account context was distributed across people and places, and CS itself felt like a black box to the rest of the business.
Wanting to scale, Continu realised they needed to create a robust infrastructure that would equip their CS team with the right tools to best serve their customers.
What we were finding is that we were spending more time in Salesforce than actually working with our customers.”
“
Share
Early on, Continu ran customer success out of Salesforce. It worked, technically—but it was time consuming.
CSMs were drowning in task management and busywork at exactly the moment Continu wanted to scale the function. Notes were scattered, account context was distributed across people and places, and CS itself felt like a black box to the rest of the business.
Wanting to scale, Continu realised they needed to create a robust infrastructure that would equip their CS team with the right tools to best serve their customers.
What we were finding is that we were spending more time in Salesforce than actually working with our customers.”
“
Early on, Continu ran customer success out of Salesforce. It worked, technically—but it was time consuming.
CSMs were drowning in task management and busywork at exactly the moment Continu wanted to scale the function. Notes were scattered, account context was distributed across people and places, and CS itself felt like a black box to the rest of the business.
Wanting to scale, Continu realised they needed to create a robust infrastructure that would equip their CS team with the right tools to best serve their customers.
“What we were finding is that we were spending more time in Salesforce than actually working with our customers.”
Share
Solution
Solution
Mapping product user data into Planhat was an instant value unlock for the team. Account-level questions that used to require a hunt became visible at a glance. They previously struggled to see the contractual value of their healthy accounts, and Planhat enabled them to immediately spot the gaps and fill in the information that enhanced their understanding of their customers.
Five years in, the relationship looks less like a vendor contract and more like a partnership the team revisits each quarter to push further.
What we really liked about Planhat was that you solve problems in the same way we thought to solve problems. You truly believe in being customer-first and customer-centric.”
“
Share
Mapping product user data into Planhat was an instant value unlock for the team. Account-level questions that used to require a hunt became visible at a glance. They previously struggled to see the contractual value of their healthy accounts, and Planhat enabled them to immediately spot the gaps and fill in the information that enhanced their understanding of their customers.
Five years in, the relationship looks less like a vendor contract and more like a partnership the team revisits each quarter to push further.
What we really liked about Planhat was that you solve problems in the same way we thought to solve problems. You truly believe in being customer-first and customer-centric.”
“
Mapping product user data into Planhat was an instant value unlock for the team. Account-level questions that used to require a hunt became visible at a glance. They previously struggled to see the contractual value of their healthy accounts, and Planhat enabled them to immediately spot the gaps and fill in the information that enhanced their understanding of their customers.
Five years in, the relationship looks less like a vendor contract and more like a partnership the team revisits each quarter to push further.
“What we really liked about Planhat was that you solve problems in the same way we thought to solve problems. You truly believe in being customer-first and customer-centric.”
Share
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
Outcomes
Outcomes
Planhat is now the system the rest of the company turns to when they need to know what's happening with a customer.
The team has the framework Continu needed to scale: playbooks, account context in one place, and a tool that expands with the function rather than slowing it down.
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Planhat is now the system the rest of the company turns to when they need to know what's happening with a customer.
The team has the framework Continu needed to scale: playbooks, account context in one place, and a tool that expands with the function rather than slowing it down.
Planhat is now the system the rest of the company turns to when they need to know what's happening with a customer.
The team has the framework Continu needed to scale: playbooks, account context in one place, and a tool that expands with the function rather than slowing it down.
Mapping product data into Planhat gave Continu the visibility they were missing—last touch, last email, account engagement, all readable at a glance. Risk flags now travel beyond CS: support sees them too and adjusts their own work accordingly, enabling both teams to collaborate easily.
Even our support team has actually become more proactive because we have them in the system. They can see our accounts, they can see where maybe we flagged an account at risk and they're like, 'Okay, we're gonna give this account extra attention.'”
“
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]
Proactive End-To-End
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
Mapping product data into Planhat gave Continu the visibility they were missing—last touch, last email, account engagement, all readable at a glance. Risk flags now travel beyond CS: support sees them too and adjusts their own work accordingly, enabling both teams to collaborate easily.
Even our support team has actually become more proactive because we have them in the system. They can see our accounts, they can see where maybe we flagged an account at risk and they're like, 'Okay, we're gonna give this account extra attention.'”
“
[
]
Proactive End-To-End
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
Mapping product data into Planhat gave Continu the visibility they were missing—last touch, last email, account engagement, all readable at a glance. Risk flags now travel beyond CS: support sees them too and adjusts their own work accordingly, enabling both teams to collaborate easily.
Even our support team has actually become more proactive because we have them in the system. They can see our accounts, they can see where maybe we flagged an account at risk and they're like, 'Okay, we're gonna give this account extra attention.'”
“
[
]
Proactive End-To-End
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
The same data layer surfaced expansion opportunities that Continu had been missing. Healthy accounts that weren't being monetised at their full contractual potential became visible and easy for the team to act on.
What we were able to do is immediately spot the gaps, those white spacing moments. And I think that was that game changer for us.”
“
[
]
Scaling Customer-Centricity
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
The same data layer surfaced expansion opportunities that Continu had been missing. Healthy accounts that weren't being monetised at their full contractual potential became visible and easy for the team to act on.
What we were able to do is immediately spot the gaps, those white spacing moments. And I think that was that game changer for us.”
“
[
]
Scaling Customer-Centricity
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
The same data layer surfaced expansion opportunities that Continu had been missing. Healthy accounts that weren't being monetised at their full contractual potential became visible and easy for the team to act on.
What we were able to do is immediately spot the gaps, those white spacing moments. And I think that was that game changer for us.”
“
[
]
Scaling Customer-Centricity
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
Continu’s CS team was spending more time in Salesforce than with customers. Planhat brought product data, health signals and account context into one place, helping the team spot white-space opportunities and make CS visible to the rest of the business.
Share
Continu’s CS team was spending more time in Salesforce than with customers. Planhat brought product data, health signals and account context into one place, helping the team spot white-space opportunities and make CS visible to the rest of the business.
Share
Continu’s CS team was spending more time in Salesforce than with customers. Planhat brought product data, health signals and account context into one place, helping the team spot white-space opportunities and make CS visible to the rest of the business.
Share
More from Continu
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.