Why Your Customer Data Needs to Work Together (and How to Make It Happen)

Picture this: Your Customer Success team is prepping for a quarterly business review (QBR) with a high-priority account. They’ve got dashboards loaded with product usage stats, support ticket trends, and maybe even survey data—but something’s missing. Training.

You know that customers who complete training are more likely to adopt your product, renew, and expand their business with you. But no one has a clear answer on whether this account’s team has taken the required courses, passed key certifications or heard about your latest new product.

Without that data in the mix, your team can’t tell the whole story. What if the customer’s usage is low because they’re struggling to learn the platform? Or worse—what if they’re about to churn because they’re not set up for success?

Sound familiar?

The Real Struggles of Siloed Data

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When customer training data lives in its own bubble, it’s harder for every team to do their job:

• Customer Success Managers (CSMs): They’re left guessing whether incomplete training is the reason an account is underperforming.
• Leadership Teams: They struggle to tie training to retention or upsells, making it harder to justify investing in education programs.
• Education Teams: They know training impacts customer success, but proving its value feels like an uphill battle without visibility across departments.

And let’s not even get started on the manual effort it takes to piece together data across systems.

How This Plays Out in the Real World

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Here are a few scenarios that might hit close to home:

1. Proactive Customer Support Becomes Reactive: A key account opens a high-priority support ticket. It turns out the issue stems from a misunderstanding that could’ve been avoided if they’d completed training—but no one flagged it because training data wasn’t in the picture.
2. Missed Expansion Opportunities: A customer with high product usage is up for renewal, and leadership is pushing for an upsell. But without training data, your CSMs miss the chance to recommend advanced features or certifications that could increase stickiness and value.
3. CS Teams Are Stuck in the Dark: When QBR time rolls around, your CSMs scramble to pull together insights, logging into multiple platforms to piece together a “good enough” view of customer health. Training? It’s buried in yet another dashboard.

When your data is disconnected, workflows get clunky, and opportunities to support and engage your customers fall through the cracks.

It Doesn’t Have to Be This Way

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Now imagine a different workflow:

• Your team logs into Gainsight and sees training data alongside product usage, support trends, and survey results. The “product adoption” component of your health score isn’t just about log-ins or specific feature usage – it includes engagement with your Academy too. 
• Accounts that haven’t completed required training are automatically flagged in a dashboard, giving your CSMs a clear priority list.
• Automated reminders go out to customers who are behind on training, nudging them to complete courses before their renewal date.
• During QBRs, your CSMs confidently show how training has improved adoption and directly contributed to account growth.

That’s what happens when your training data isn’t siloed—it becomes a powerful tool to drive action, prove value, and strengthen customer relationships.

Enter Skilljar + Gainsight: The Integration You Didn’t (or Did) Know You Needed

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Skilljar’s Gainsight Integration makes this seamless. It brings your training data directly into Gainsight, giving Customer Success teams the visibility they need to connect the dots and take action.

Here’s what it unlocks:

• Comprehensive Health Scores: Training data is factored into account health, helping you spot risks and opportunities faster.
• Proactive Account Management: CSMs can see and act on training gaps in real time, boosting engagement and retention.
• Automated Efficiency: Set up triggers for reminders, health score warnings, or achievement emails based on training progress.

Get Set Up

Ready to connect that data? Thought so. The best part is that integration is easy to set up, using a secure Amazon S3 connection to keep data refreshed and accessible. Once it’s in place, you’ll never have to hunt for training data again. And to keep you on track with set up, just be sure you're a Skilljar Global Admin (or else ask your colleague who is!) to set it up.

‍Ready to set up today? It only takes 25 minutes: Access the guide.

Your data is more powerful when it works together. Let’s make it happen.

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