Case Study: Adobe improves customer experience and sales effectiveness with ProKarma

Unlocking deep insights to improve the Adobe customer experience

Adobe, a technology and software leader, wanted to better understand its market and the value it delivers to customers after a series of acquisitions and amid a rapidly changing martech landscape. With 1,300 sales reps supporting Creative Cloud, Experience Cloud, and Document Cloud for enterprise, Adobe needed clearer customer insights, stronger persona definitions, and better tools to help teams understand customer needs and use cases. ProKarma partnered with Adobe to address these challenges.

ProKarma created a strategic persona framework, conducted in-depth interviews, and developed data-driven audience insights to support marketing, demand generation, sales enablement, and go-to-market planning. ProKarma also built sales tools and training, a lead management and governance model, thought leadership content, and a marketing dashboard. The work produced more than 500 audience insights, rolled out a persona framework tool to over 1,300 sales reps and a field-facing tool for 3,000+ customer-facing roles, helping Adobe improve customer experiences and strengthen funnel performance.

Adobe