Customer Story: How Dovetail Scaled Community-Led Growth with Tightknit

Dovetail, a fast-growing product insights platform, recognized the strategic importance of building a scalable, connected customer community to drive product-led growth, enhance customer certifications, and showcase real-world success through customer advocacy. However, their existing community efforts were fragmented, limiting their ability to scale these programs effectively.

Challenges

Despite their momentum, Dovetail encountered several barriers that slowed community impact:

• Disjointed Event Management: Organizing events across multiple tools made it hard to manage logistics and measure outcomes.

• Manual Certification Processes: Awarding customer certifications required significant manual work, creating delays and administrative overhead.

• Limited Content for Advocacy: Without a unified framework to highlight customer successes, marketing teams struggled to scale case studies and stories.

The Tightknit Solution

To overcome these challenges, Dovetail partnered with Tightknit to modernize and scale their community approach:

• Slack-Powered Community Hub: Tightknit’s Slack-integrated platform provided a scalable space for customer connection. Features like channel syncing and private, industry-focused groups fostered deeper peer engagement.

• Streamlined Certification Program: Dovetail implemented digital certification badges with automated CSV-based award distribution, reducing manual processes and improving program efficiency.

• Customer Advocacy Support: Tightknit’s platform enabled Dovetail to more effectively highlight customer wins and success stories, supporting marketing efforts and reinforcing community value.

Results

Through this partnership, Dovetail achieved significant community and business outcomes:

• 14,000 Community Contacts Engaged: The scalable community became a central touchpoint, influencing over $4 million in expansion revenue in 2024.

• Event Participation at Scale: More than 18,600 attendees joined 60+ community events, enhancing peer learning and product education.

• Certification Program Expansion: The new badge-based recognition system boosted engagement and streamlined customer acknowledgment.

• Customer Story Development: Dovetail launched six new customer stories, strengthening advocacy and providing valuable proof points for sales and marketing.

What’s Next

Looking ahead, Dovetail is focused on expanding and deepening community-led growth with Tightknit:

• Automating Certification Recognition: Launching automated email notifications for newly certified users to drive timely recognition and visibility.

• Salesforce Integration for Community-Sourced Leads: Rolling out direct Salesforce tracking for community-sourced leads, ensuring sales and marketing can measure event and program ROI more effectively.

• Expanding Strategic Community Programs: Scaling vertical-specific groups designed for Fortune 500 customers while promoting Dovetail’s flagship Experts and Champions groups — empowering product advocates, peer connectors, and thought leaders within the community.

• Customer Story Amplification: Continuing to build and share customer success stories to fuel advocacy and provide critical assets for marketing and sales alignment.