ReferenceEdge and Gainsight Integration Delivers Tighter Collaboration Between Customer Advocate and Customer Success Teams

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The ROI of Customer Success Realized Through Customer Advocate Value

Point of Reference, a provider of customer advocate program solutions, today announced the multipoint integration of its customer reference management application, ReferenceEdge, with the Gainsight Customer Success platform. The integration allows information to flow bi-directionally between the two applications so that reference management and Customer Success teams can both benefit by having access to information created and managed by the other team.

This collaboration benefits two strategic corporate initiatives, Customer Success and customer marketing, by leveraging key activities within each program to produce the most comprehensive and accurate view of customer relationships.

Adding reference activities offers another dimension of information Customer Success Managers can incorporate into account health assessment. At the same time, health scores may be used to determine an account’s reference status, ensuring only the appropriate accounts show in reference searches.

“We see tremendous synergy between Customer Success teams and customer advocate teams and this integration will help our mutual clients do a more effective job of incorporating customer advocate stories and perspectives in a higher percentage of opportunities, the result being a higher close rate,” said David Sroka, President of Point-of-Reference.

ReferenceEdge and Gainsight run on the Salesforce® platform, enabling the integration to be largely accomplished through the Gainsight Rules Engine. The recently completed integration project delivers access to existing data from Salesforce®, Gainsight, and ReferenceEdge℠ all from within the same familiar user interface Salesforce users already work in every day.

According to Gainsight’s Senior Director of Product Marketing, Puja Ramani, “Customer Success managers need visibility into all aspects of a customer’s relationship to be successful. Direct access to ReferenceEdge information including reference profiles, reference activities, and reference status positions CSMs to better drive advocacy.”

About Point of Reference®
Since 2003, Point of Reference has been helping companies leverage customer advocates to fuel business growth and fortify brands. With complete perspective and proven execution, we integrate scalable technology, content and supplemental staffing solutions that organize and optimize authentic customer voices. By combining decades of industry expertise along with business-to-business customer reference management solutions, Point of Reference helps its clients orchestrate coordinated reference activities, inject relevant customer references and related content at the critical time in a sales cycle. For more information, visit

About Gainsight
Gainsight™, the Customer Success company, helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight’s product helps you touch customers effectively, track customer health consistently and transform the way your company orients around the customer. Gainsight provides a 360° view of customers and drives retention across Customer Success, sales, marketing, executive and product management. Learn how leading companies like Adobe, Box, DocuSign, HP, Marketo, Nutanix and Workday use Gainsight to help their customers succeed at

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