Microsoft CSM case study video for CLA
"If you have a partnership and you enjoy working together, you can do amazing things."
Jennifer Leary, CEO, CLA
CLA has provided industry-focused consulting services to businesses and individuals for more than 60 years. A core part of their strategy to reach in excess of $2bn in revenue is investing in technologies that drive innovation.
“We’d had Microsoft Dynamics 365 for many years, but we didn’t have a strategic vision for how we wanted to utilize the platform within our environment” says Jen Leary, Chief Strategy Officer at CLA. “So when we were introduced to the Customer Success Manager role, it was really powerful.”
During a series of workshops facilitated by their Customer Success Manager, CLA identified an $85m market potential to be best in class. “The workshops brought the potential return on investment to life” continues Leary. “And we’re starting to track that return, because now we know we can.”
Less than 12 months after first engaging with the Customer Success Unit, CLA has moved user adoption of Microsoft Dynamics from 40% to 95%. “We thought it would take two years to get to this point” says Yassir Karam, Solutions Architect at CLA. “We couldn’t have done it this rapidly on our own and the Microsoft Customer Success Unit has been instrumental in shaping the firm we have today.”