Adaptive Insights SUCCESS Case | CSM Practice
Channel: CSM Practice
Date: 2017-10-05

#AdaptiveInsights  #CSMPractice  #CustomerSuccess 

As the Senior Vice President of Customer Success for Adaptive Insights, Carolee Gearhart, one of the important things for implementing Gainsight was to take a step back and talk about what they were trying to accomplish in implementing the system.

That's the area where CSM practice really added value to the organization. They were instrumental in helping understand both discussions of our strategy, in which Carolee clearly knew what she wanted to accomplish, but then translating that into how her team could most effectively use Gainsight to get that done.

The consulting work that CSM practice did with Adaptive Insights included spending some time understanding how to more effectively use the Gainsight system to be better for their Customer Success Managers. 

When Adaptive Insights hired CSM practice, they already had the Gainsight solution implemented. However, the solution was not utilized at the optimal level, and therefore lacked adoption from the CSM team. That was unfortunate because a big reason why they implemented Gainsight was to help the Customer Success Managers get more engaged with their customers and do that more efficiently. 

Taking a look at how we could use Gainsight but doing it in a way that was more friendly for the CSM team was definitely a place where the CSM practice added value for Carolee and her team.

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