Centerbase

Situation

A leading practice management platform for mid-sized and large law firms, growing fast with Sales, Customer Success, and Operations each running on their own picture of the customer, and a roadmap that needed to serve all of them.

Intervention

Built the roadmap and partnership engagement strategy with Sales, Customer Success, and Operations in the same room, owning a $2M product budget against tight deadlines. Ran the customer research program end to end, user interviews, surveys, and focus groups, until underserved personas became the case for a new platform. Repositioned the product with Sales across buyer and user personas, and launched a mentorship and career development program inside the product team.

Outcome

The Point

The board did not fund a vision. It funded evidence: interviews, surveys, and focus groups turned underserved personas into a business case, and the case into committed capital. And the team that shipped it stayed. All of them.

After the engagement

• The board had the evidence base to fund the platform.
• The product team was intact. All of them stayed.