How Glisser Tackles Customer Retention Challenges with Modern Success Platform

The event management space is evolving rapidly, and staying competitive requires more than just innovative features—it demands a deep understanding of each customer’s journey. Glisser, a leading platform for virtual, in-person, and hybrid customer events, recently recognized this challenge and took action by implementing Medallia’s Strikedeck solution to unify customer data and boost retention rates.

The Challenge: Fragmented Customer Insights

Like many growth-stage companies, Glisser faced a familiar problem: customer information was scattered across multiple systems. The team struggled to get a complete picture of how clients were using the platform and whether they were satisfied with their investment. In an industry that’s been hit hard by market shifts and competition, losing visibility into customer health can quickly turn into lost deals.

Vanessa Lovatt, Chief Evangelist at Glisser, put it bluntly: maintaining a unified view of customer usage and satisfaction became critical to preventing churn and maximizing loyalty during uncertain times.

The Solution: Centralizing Success Operations

Glisser adopted Medallia Strikedeck to consolidate previously fragmented customer data and create standardized workflows across their customer success team. The platform brought several immediate advantages:

Unified Customer View: Real-time access to each customer’s health score, engagement level, and progress through their journey with the platform.

Automated Workflows & Playbooks: Standardized processes that ensure consistent, high-quality experiences while remaining flexible enough to personalize for individual customer needs.

Predictive Intelligence: Machine learning algorithms and usage tracking help the team anticipate customer needs before issues arise, enabling proactive interventions.

Seamless Integration: The Strikedeck platform connects with existing tools, eliminating data silos and reducing manual work for the CS team.

Impact: Better Efficiency, Stronger Results

With these capabilities in place, Glisser’s customer success team became both more efficient and more effective. The combination of visibility, standardization, and collaboration means the team can spend less time on administrative tasks and more time building relationships and driving customer outcomes.

Shreesha Ramdas, SVP & General Manager of Medallia Strikedeck, highlighted how this translates to business results: “Glisser can work with each customer to help ensure they attain the greatest value from their platform for event experiences and achieve the level of success they deserve.”

What This Means for the Industry

Glisser’s move signals a broader shift in how competitive SaaS and event tech companies are approaching customer success. In a market where retention often determines profitability, investing in tools that provide comprehensive customer insights and automated playbooks is becoming table stakes rather than a nice-to-have.

The lesson here: companies that can combine operational standardization with personalized customer engagement will pull ahead in retention and expansion revenue.