Intermedia Customer Success Case Study

CASE STUDY

Breaking Silos and Demonstrating Value

Intermedia is a cloud communications company with over 125,000 business customers, serving 1.4 million users.

“We elevated our customer success organization and raised visibility within the entire company.”

Gina Hayes, Senior Director of Strategic Client Services Management/Customer Success at Intermedia

“If your company is looking for a consultant, I would definitely recommend CSM Practice as they not only have the knowledge and experience, but they’re easy to work with so they really help you and put you and your needs forward and help you move along with your CS Organization”

Adam Craig, Customer Success Operations Manager, Intermedia

“CSM Practice is a very knowledgeable and professional organization that customizes the customer success assessment to meet your goals and objectives. CSM Practice helps you align your practices with your overall objectives.”

Gina Hayes, Senior Director of Strategic Client Services Management/Customer Success at Intermedia

Intermedia Testimonial | CSM Practice

Intermedia’s Strategic Client Services Management/Customer Success team reached out to CSM Practice to define their team performance indicators to communicate value they provide to customers as well as the cross-functional teams. As a result, the team is now involved in strategic initiatives, improved cross-functional collaboration, and significantly grew the team.

Increase Upsell and Cross-Sell Revenues with Intermedia

In this Customer Success Executives Roundtable session, Gina Hayes, Director, Strategic Client Services Management/Customer Success at Intermedia shares their framework for growing upsell and cross-sell in a low touch model.

THE CHALLENGE

The Intermedia Customer Success team needed a plan to bring visibility to their work and demonstrate the value they delivered to strategic initiatives.

To become a strong cross-functional player, the team needed to plow through an extensive amount of data to identify which metrics to highlight and how to surface them to stakeholders.

THE SOLUTION

CSM Practice worked with Intermedia’s Strategic Client Services Management/Customer Success team to determine which metrics would best demonstrate value internally and with customers.

Together, they built a plan to rally the entire organization around the mission of customer success and empower one another in helping customers maximize value.

THE IMPACT

Intermedia’s Strategic Client Services Management/Customer Success is now invited to contribute as a key strategic member in cross-functional initiatives and share their observations and experiences company-wide.

Having a strong set of key performance indicators, the team was able to provide value internally and to their customers. This allowed the team to gain additional investments to help scale and grow.