28 Case Study Examples Every Marketer Should See

Caroline Forsey

Published: March 08, 2023

Putting together a compelling case study is one of the most powerful strategies for showcasing your product and attracting future customers. But it's not easy to create case studies that your audience can’t wait to read.

marketer reviewing case study examples

In this post, we’ll go over the definition of a case study and the best examples to inspire you.

Download Now: 3 Free Case Study Templates

What is a case study?

A case study is a detailed story of something your company did. It includes a beginning — often discussing a conflict, an explanation of what happened next, and a resolution that explains how the company solved or improved on something.

A case study proves how your product has helped other companies by demonstrating real-life results. Not only that, but marketing case studies with solutions typically contain quotes from the customer. This means that they’re not just ads where you praise your own product. Rather, other companies are praising your company — and there’s no stronger marketing material than a verbal recommendation or testimonial. A great case study is also filled with research and stats to back up points made about a project's results.

There are myriad ways to use case studies in your marketing strategy . From featuring them on your website to including them in a sales presentation, a case study is a strong, persuasive tool that shows customers why they should work with you — straight from another customer. Writing one from scratch is hard, though, which is why we’ve created a collection of case study templates for you to get started.

Fill out the form below to access the free case study templates.

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There’s no better way to generate more leads than by writing case studies . But without case study examples to draw inspiration from, it can be difficult to write impactful studies that convince visitors to submit a form.

Marketing Case Study Examples

To help you create an attractive and high-converting case study, we've put together a list of some of our favorites. This list includes famous case studies in marketing, technology, and business.

These studies can show you how to frame your company offers in a way that is both meaningful and useful to your audience. So, take a look, and let these examples inspire your next brilliant case study design.

These marketing case studies with solutions show the value proposition of each product. They also show how each company benefited in both the short and long term using quantitative data. In other words, you don’t get just nice statements, like "This company helped us a lot." You see actual change within the firm through numbers and figures.

You can put your learnings into action with HubSpot's Free Case Study Templates . Available as custom designs and text-based documents, you can upload these templates to your CMS or send them to prospects as you see fit.

case study template

1. " How Handled Scaled from Zero to 121 Locations with the Help of HubSpot ," by HubSpot

Case study examples: Handled and HubSpot

What's interesting about this case study is the way it leads with the customer. That reflects a major HubSpot cornerstone, which is to always solve for the customer first. The copy leads with a brief description of why the CEO of Handled founded the company and why he thought Handled could benefit from adopting a CRM. The case study also opens up with one key data point about Handled’s success using HubSpot, namely that it grew to 121 locations.

Notice that this case study uses mixed media. Yes, there is a short video, but it's elaborated upon in the other text on the page. So while your case studies can use one or the other, don't be afraid to combine written copy with visuals to emphasize the project's success.

Key Learnings from the HubSpot Case Study Example

  • Give the case study a personal touch by focusing on the CEO rather than the company itself.
  • Use multimedia to engage website visitors as they read the case study.

2. " The Whole Package ," by IDEO

Case study examples: IDEO and H&M

Here's a design company that knows how to lead with simplicity in its case studies. As soon as the visitor arrives at the page, they’re greeted with a big, bold photo and the title of the case study — which just so happens to summarize how IDEO helped its client. It summarizes the case study in three snippets: The challenge, the impact, and the outcome.

Immediately, IDEO communicates its impact — the company partnered with H&M to remove plastic from its packaging — but it doesn't stop there. As the user scrolls down, the challenge, impact, and progress are elaborated upon with comprehensive (but not overwhelming) copy that outlines what that process looked like, replete with quotes and intriguing visuals.

Key Learnings from the IDEO Case Study Example

  • Split up the takeaways of your case studies into bite-sized sections.
  • Always use visuals and images to enrich the case study experience, especially if it’s a comprehensive case study.

3. " Rozum Robotics intensifies its PR game with Awario ," by Awario

Case study example from Awario

In this case study, Awario greets the user with a summary straight away — so if you’re feeling up to reading the entire case study, you can scan the snapshot and understand how the company serves its customers. The case study then includes jump links to several sections, such as "Company Profile," "Rozum Robotics' Pains," "Challenge," "Solution," and "Results and Improvements."

The sparse copy and prominent headings show that you don’t need a lot of elaborate information to show the value of your products and services. Like the other case study examples on this list, it includes visuals and quotes to demonstrate the effectiveness of the company’s efforts. The case study ends with a bulleted list that shows the results.

Key Learnings from the Awario Robotics Case Study Example

  • Create a table of contents to make your case study easier to navigate.
  • Include a bulleted list of the results you achieved for your client.

4. " Chevrolet DTU ," by Carol H. Williams

Case study examples: Carol H. Williams and Chevrolet DTU

If you’ve worked with a company that’s well-known, use only the name in the title — like Carol H. Williams, one of the nation’s top advertising agencies, does here. The "DTU," stands for "Discover the Unexpected." It generates interest because you want to find out what the initials mean.

They keep your interest in this case study by using a mixture of headings, images, and videos to describe the challenges, objectives, and solutions of the project. The case study closes with a summary of the key achievements that Chevrolet’s DTU Journalism Fellows reached during the project.

Key Learnings from the Carol H. Williams Case Study Example

  • If you’ve worked with a big brand before, consider only using the name in the title — just enough to pique interest.
  • Use a mixture of headings and subheadings to guide users through the case study.

5. " How Fractl Earned Links from 931 Unique Domains for Porch.com in a Single Year ," by Fractl

Case study example from Fractl

Fractl uses both text and graphic design in their Porch.com case study to immerse the viewer in a more interesting user experience. For instance, as you scroll, you'll see the results are illustrated in an infographic-design form as well as the text itself.

Further down the page, they use icons like a heart and a circle to illustrate their pitch angles, and graphs to showcase their results. Rather than writing which publications have mentioned Porch.com during Fractl’s campaign, they incorporated the media outlets’ icons for further visual diversity.

Key Learnings from the Fractl Case Study Example

  • Let pictures speak for you by incorporating graphs, logos, and icons all throughout the case study.
  • Start the case study by right away stating the key results, like Fractl does, instead of putting the results all the way at the bottom.

6. " The Met ," by Fantasy

Case study example from Fantasy

What's the best way to showcase the responsiveness and user interface of a website? Probably by diving right into it with a series of simple showcases— which is exactly what Fantasy does on their case study page for the Metropolitan Museum of Art. They keep the page simple and clean, inviting you to review their redesign of the Met’s website feature-by-feature.

Each section is simple, showing a single piece of the new website's interface so that users aren’t overwhelmed with information and can focus on what matters most.

If you're more interested in text, you can read the objective for each feature. Fantasy understands that, as a potential customer, this is all you need to know. Scrolling further, you're greeted with a simple "Contact Us" CTA.

Key Learnings from the Fantasy Case Study Example

  • You don’t have to write a ton of text to create a great case study. Focus on the solution you delivered itself.
  • Include a CTA at the bottom inviting visitors to contact you.

7. " Rovio: How Rovio Grew Into a Gaming Superpower ," by App Annie

Case study example from App Annie

If your client had a lot of positive things to say about you, take a note from App Annie’s Rovio case study and open up with a quote from your client. The case study also closes with a quote, so that the case study doesn’t seem like a promotion written by your marketing team but a story that’s taken straight from your client’s mouth. It includes a photo of a Rovio employee, too.

Another thing this example does well? It immediately includes a link to the product that Rovio used (namely, App Annie Intelligence) at the top of the case study. The case study closes with a call-to-action button prompting users to book a demo.

Key Learnings from the App Annie Case Study Example

  • Feature quotes from your client at the beginning and end of the case study.
  • Include a mention of the product right at the beginning and prompt users to learn more about the product.

8. " Embracing first-party data: 3 success stories from HubSpot ," by Think with Google

Case study examples: Think with Google and HubSpot

Google takes a different approach to text-focused case studies by choosing three different companies to highlight.

The case study is clean and easily scannable. It has sections for each company, with quotes and headers that clarify the way these three distinct stories connect. The simple format also uses colors and text that align with the Google brand.

Another differentiator is the focus on data. This case study is less than a thousand words, but it's packed with useful data points. Data-driven insights quickly and clearly show how the value of leveraging first-party data while prioritizing consumer privacy.

Case studies example: Data focus, Think with Google

Key Learnings from the Think with Google Case Study Example

  • A case study doesn’t need to be long or complex to be powerful.
  • Clear data points are a quick and effective way to prove value.

9. " In-Depth Performance Marketing Case Study ," by Switch

Case study example from Switch

Switch is an international marketing agency based in Malta that knocks it out of the park with this case study. Its biggest challenge is effectively communicating what it did for its client without ever revealing the client’s name. It also effectively keeps non-marketers in the loop by including a glossary of terms on page 4.

The PDF case study reads like a compelling research article, including titles like "In-Depth Performance Marketing Case Study," "Scenario," and "Approach," so that readers get a high-level overview of what the client needed and why they approached Switch. It also includes a different page for each strategy. For instance, if you’d only be interested in hiring Switch for optimizing your Facebook ads, you can skip to page 10 to see how they did it.

The PDF is fourteen pages long but features big fonts and plenty of white space, so viewers can easily skim it in only a few minutes.

Key Learnings from the Switch Case Study Example

  • If you want to go into specialized information, include a glossary of terms so that non-specialists can easily understand.
  • Close with a CTA page in your case study PDF and include contact information for prospective clients.

10. " Gila River ," by OH Partners

Case study example from OH Partners

Let pictures speak for you, like OH Partners did in this case study. While you’ll quickly come across a heading and some text when you land on this case study page, you’ll get the bulk of the case study through examples of actual work OH Partners did for its client. You will see OH Partners’ work in a billboard, magazine, and video. This communicates to website visitors that if they work with OH Partners, their business will be visible everywhere.

And like the other case studies here, it closes with a summary of what the firm achieved for its client in an eye-catching way.

Key Learnings from the OH Partners Case Study Example

  • Let the visuals speak by including examples of the actual work you did for your client — which is especially useful for branding and marketing agencies.
  • Always close out with your achievements and how they impacted your client.

11. " Facing a Hater ," by Digitas

Case study example from Digitas

Digitas' case study page for Sprite’s #ILOVEYOUHATER campaign keeps it brief while communicating the key facts of Digitas’ work for the popular soda brand. The page opens with an impactful image of a hundred people facing a single man. It turns out, that man is the biggest "bully" in Argentina, and the people facing him are those whom he’s bullied before.

Scrolling down, it's obvious that Digitas kept Sprite at the forefront of their strategy, but more than that, they used real people as their focal point. They leveraged the Twitter API to pull data from Tweets that people had actually tweeted to find the identity of the biggest "hater" in the country. That turned out to be @AguanteElCofler, a Twitter user who has since been suspended.

Key Learnings from the Digitas Case Study Example

  • If a video was part of your work for your client, be sure to include the most impactful screenshot as the heading.
  • Don’t be afraid to provide details on how you helped your client achieve their goals, including the tools you leveraged.

12. " Better Experiences for All ," by HermanMiller

Case study example from HermanMiller

HermanMiller sells sleek, utilitarian furniture with no frills and extreme functionality, and that ethos extends to its case study page for a hospital in Dubai.

What first attracted me to this case study was the beautiful video at the top and the clean user experience. User experience matters a lot in a case study. It determines whether users will keep reading or leave. Another notable aspect of this case study is that the video includes closed-captioning for greater accessibility, and users have the option of expanding the CC and searching through the text.

HermanMiller’s case study also offers an impressive amount of information packed in just a few short paragraphs for those wanting to understand the nuances of their strategy. It closes out with a quote from their client and, most importantly, the list of furniture products that the hospital purchased from the brand.

Key Learnings from the HermanMiller Case Study Example

  • Close out with a list of products that users can buy after reading the case study.
  • Include accessibility features such as closed captioning and night mode to make your case study more user-friendly.

13. " Capital One on AWS ," by Amazon

Case study example from Amazon AWS

Do you work continuously with your clients? Consider structuring your case study page like Amazon did in this stellar case study example. Instead of just featuring one article about Capital One and how it benefited from using AWS, Amazon features a series of articles that you can then access if you’re interested in reading more. It goes all the way back to 2016, all with different stories that feature Capital One’s achievements using AWS.

This may look unattainable for a small firm, but you don’t have to go to extreme measures and do it for every single one of your clients. You could choose the one you most wish to focus on and establish a contact both on your side and your client’s for coming up with the content. Check in every year and write a new piece. These don’t have to be long, either — five hundred to eight hundred words will do.

Key Learnings from the Amazon AWS Case Study Example

  • Write a new article each year featuring one of your clients, then include links to those articles in one big case study page.
  • Consider including external articles as well that emphasize your client’s success in their industry.

14. " HackReactor teaches the world to code #withAsana ," by Asana

Case study examples: Asana and HackReactor

While Asana's case study design looks text-heavy, there's a good reason. It reads like a creative story, told entirely from the customer's perspective.

For instance, Asana knows you won't trust its word alone on why this product is useful. So, they let Tony Phillips, HackReactor CEO, tell you instead: "We take in a lot of information. Our brains are awful at storage but very good at thinking; you really start to want some third party to store your information so you can do something with it."

Asana features frequent quotes from Phillips to break up the wall of text and humanize the case study. It reads like an in-depth interview and captivates the reader through creative storytelling. Even more, Asana includes in-depth detail about how HackReactor uses Asana. This includes how they build templates and workflows:

"There's a huge differentiator between Asana and other tools, and that’s the very easy API access. Even if Asana isn’t the perfect fit for a workflow, someone like me— a relatively mediocre software engineer—can add functionality via the API to build a custom solution that helps a team get more done."

Key Learnings from the Asana Example

  • Include quotes from your client throughout the case study.
  • Provide extensive detail on how your client worked with you or used your product.

15. " Rips Sewed, Brand Love Reaped ," by Amp Agency

Case study example from Amp Agency

Amp Agency's Patagonia marketing strategy aimed to appeal to a new audience through guerrilla marketing efforts and a coast-to-coast road trip. Their case study page effectively conveys a voyager theme, complete with real photos of Patagonia customers from across the U.S., and a map of the expedition. I liked Amp Agency's storytelling approach best. It captures viewers' attention from start to finish simply because it's an intriguing and unique approach to marketing.

Key Learnings from the Amp Agency Example

  • Open up with a summary that communicates who your client is and why they reached out to you.
  • Like in the other case study examples, you’ll want to close out with a quantitative list of your achievements.

16. " NetApp ," by Evisort

Case study examples: Evisort and NetApp

Evisort opens up its NetApp case study with an at-a-glance overview of the client. It’s imperative to always focus on the client in your case study — not on your amazing product and equally amazing team. By opening up with a snapshot of the client’s company, Evisort places the focus on the client.

This case study example checks all the boxes for a great case study that’s informative, thorough, and compelling. It includes quotes from the client and details about the challenges NetApp faced during the COVID pandemic. It closes out with a quote from the client and with a link to download the case study in PDF format, which is incredibly important if you want your case study to be accessible in a wider variety of formats.

Key Learnings from the Evisort Example

  • Place the focus immediately on your client by including a snapshot of their company.
  • Mention challenging eras, such as a pandemic or recession, to show how your company can help your client succeed even during difficult times.

17. " Copernicus Land Monitoring – CLC+ Core ," by Cloudflight

Case study example from Cloudflight

Including highly specialized information in your case study is an effective way to show prospects that you’re not just trying to get their business. You’re deep within their industry, too, and willing to learn everything you need to learn to create a solution that works specifically for them.

Cloudflight does a splendid job at that in its Copernicus Land Monitoring case study. While the information may be difficult to read at first glance, it will capture the interest of prospects who are in the environmental industry. It thus shows Cloudflight’s value as a partner much more effectively than a general case study would.

The page is comprehensive and ends with a compelling call-to-action — "Looking for a solution that automates, and enhances your Big Data system? Are you struggling with large datasets and accessibility? We would be happy to advise and support you!" The clean, whitespace-heavy page is an effective example of using a case study to capture future leads.

Key Learnings from the Cloudflight Case Study Example

  • Don’t be afraid to get technical in your explanation of what you did for your client.
  • Include a snapshot of the sales representative prospects should contact, especially if you have different sales reps for different industries, like Cloudflight does.

18. " Valvoline Increases Coupon Send Rate by 76% with Textel’s MMS Picture Texting ," by Textel

Case study example from Textel

If you’re targeting large enterprises with a long purchasing cycle, you’ll want to include a wealth of information in an easily transferable format. That’s what Textel does here in its PDF case study for Valvoline. It greets the user with an eye-catching headline that shows the value of using Textel. Valvoline saw a significant return on investment from using the platform.

Another smart decision in this case study is highlighting the client’s quote by putting it in green font and doing the same thing for the client’s results because it helps the reader quickly connect the two pieces of information. If you’re in a hurry, you can also take a look at the "At a Glance" column to get the key facts of the case study, starting with information about Valvoline.

Key Learnings from the Textel Case Study Example

  • Include your client’s ROI right in the title of the case study.
  • Add an "At a Glance" column to your case study PDF to make it easy to get insights without needing to read all the text.

19. " Hunt Club and Happeo — a tech-enabled love story ," by Happeo

Case study example from Happeo

In this blog-post-like case study, Happeo opens with a quote from the client, then dives into a compelling heading: "Technology at the forefront of Hunt Club's strategy." Say you’re investigating Happeo as a solution and consider your firm to be technology-driven. This approach would spark your curiosity about why the client chose to work with Happeo. It also effectively communicates the software’s value proposition without sounding like it’s coming from an in-house marketing team.

Every paragraph is a quote written from the customer’s perspective. Later down the page, the case study also dives into "the features that changed the game for Hunt Club," giving Happeo a chance to highlight some of the platform’s most salient features.

Key Learnings from the Happeo Case Study Example

  • Consider writing the entirety of the case study from the perspective of the customer.
  • Include a list of the features that convinced your client to go with you.

20. " Red Sox Season Campaign ," by CTP Boston

Case study example from CTP Boston

What's great about CTP's case study page for their Red Sox Season Campaign is their combination of video, images, and text. A video automatically begins playing when you visit the page, and as you scroll, you'll see more embedded videos of Red Sox players, a compilation of print ads, and social media images you can click to enlarge.

At the bottom, it says "Find out how we can do something similar for your brand." The page is clean, cohesive, and aesthetically pleasing. It invites viewers to appreciate the well-roundedness of CTP's campaign for Boston's beloved baseball team.

Key Learnings from the CTP Case Study Example

  • Include a video in the heading of the case study.
  • Close with a call-to-action that makes leads want to turn into prospects.

21. " Acoustic ," by Genuine

Case study example from Genuine

Sometimes, simple is key. Genuine's case study for Acoustic is straightforward and minimal, with just a few short paragraphs, including "Reimagining the B2B website experience," "Speaking to marketers 1:1," and "Inventing Together." After the core of the case study, we then see a quote from Acoustic’s CMO and the results Genuine achieved for the company.

The simplicity of the page allows the reader to focus on both the visual aspects and the copy. The page displays Genuine's brand personality while offering the viewer all the necessary information they need.

  • You don’t need to write a lot to create a great case study. Keep it simple.
  • Always include quantifiable data to illustrate the results you achieved for your client.

22. " Using Apptio Targetprocess Automated Rules in Wargaming ," by Apptio

Case study example from Apptio

Apptio’s case study for Wargaming summarizes three key pieces of information right at the beginning: The goals, the obstacles, and the results.

Readers then have the opportunity to continue reading — or they can walk away right then with the information they need. This case study also excels in keeping the human interest factor by formatting the information like an interview.

The piece is well-organized and uses compelling headers to keep the reader engaged. Despite its length, Apptio's case study is appealing enough to keep the viewer's attention. Every Apptio case study ends with a "recommendation for other companies" section, where the client can give advice for other companies that are looking for a similar solution but aren’t sure how to get started.

Key Learnings from the Apptio Case Study Example

  • Put your client in an advisory role by giving them the opportunity to give recommendations to other companies that are reading the case study.
  • Include the takeaways from the case study right at the beginning so prospects quickly get what they need.

23. " Airbnb + Zendesk: building a powerful solution together ," by Zendesk

Case study example from Zendesk

Zendesk's Airbnb case study reads like a blog post, and focuses equally on Zendesk and Airbnb, highlighting a true partnership between the companies. To captivate readers, it begins like this: "Halfway around the globe is a place to stay with your name on it. At least for a weekend."

The piece focuses on telling a good story and provides photographs of beautiful Airbnb locations. In a case study meant to highlight Zendesk's helpfulness, nothing could be more authentic than their decision to focus on Airbnb's service in such great detail.

Key Learnings from the Zendesk Case Study Example

  • Include images of your client’s offerings — not necessarily of the service or product you provided. Notice how Zendesk doesn’t include screenshots of its product.
  • Include a call-to-action right at the beginning of the case study. Zendesk gives you two options: to find a solution or start a trial.

24. " Biobot Customer Success Story: Rollins College, Winter Park, Florida ," by Biobot

Case study example from Biobot

Like some of the other top examples in this list, Biobot opens its case study with a quote from its client, which captures the value proposition of working with Biobot. It mentions the COVID pandemic and goes into detail about the challenges the client faced during this time.

This case study is structured more like a news article than a traditional case study. This format can work in more formal industries where decision-makers need to see in-depth information about the case. Be sure to test different methods and measure engagement .

Key Learnings from the Biobot Case Study Example

  • Mention environmental, public health, or economic emergencies and how you helped your client get past such difficult times.
  • Feel free to write the case study like a normal blog post, but be sure to test different methods to find the one that best works for you.

25. " Discovering Cost Savings With Efficient Decision Making ," by Gartner

Case study example from Gartner

You don't always need a ton of text or a video to convey your message — sometimes, you just need a few paragraphs and bullet points. Gartner does a fantastic job of quickly providing the fundamental statistics a potential customer would need to know, without boggling down their readers with dense paragraphs. The case study closes with a shaded box that summarizes the impact that Gartner had on its client. It includes a quote and a call-to-action to "Learn More."

Key Learnings from the Gartner Case Study Example

  • Feel free to keep the case study short.
  • Include a call-to-action at the bottom that takes the reader to a page that most relates to them.

26. " Bringing an Operator to the Game ," by Redapt

Case study example from Redapt

This case study example by Redapt is another great demonstration of the power of summarizing your case study’s takeaways right at the start of the study. Redapt includes three easy-to-scan columns: "The problem," "the solution," and "the outcome." But its most notable feature is a section titled "Moment of clarity," which shows why this particular project was difficult or challenging.

The section is shaded in green, making it impossible to miss. Redapt does the same thing for each case study. In the same way, you should highlight the "turning point" for both you and your client when you were working toward a solution.

Key Learnings from the Redapt Case Study Example

  • Highlight the turning point for both you and your client during the solution-seeking process.
  • Use the same structure (including the same headings) for your case studies to make them easy to scan and read.

27. " Virtual Call Center Sees 300% Boost In Contact Rate ," by Convoso

Case study example from Convoso

Convoso’s PDF case study for Digital Market Media immediately mentions the results that the client achieved and takes advantage of white space. On the second page, the case study presents more influential results. It’s colorful and engaging and closes with a spread that prompts readers to request a demo.

Key Learnings from the Convoso Case Study Example

  • List the results of your work right at the beginning of the case study.
  • Use color to differentiate your case study from others. Convoso’s example is one of the most colorful ones on this list.

28. " Ensuring quality of service during a pandemic ," by Ericsson

Case study example from Ericsson

Ericsson’s case study page for Orange Spain is an excellent example of using diverse written and visual media — such as videos, graphs, and quotes — to showcase the success a client experienced. Throughout the case study, Ericsson provides links to product and service pages users might find relevant as they’re reading the study.

For instance, under the heading "Preloaded with the power of automation," Ericsson mentions its Ericsson Operations Engine product, then links to that product page. It closes the case study with a link to another product page.

Key Learnings from the Ericsson Case Study Example

  • Link to product pages throughout the case study so that readers can learn more about the solution you offer.
  • Use multimedia to engage users as they read the case study.

Start creating your case study.

Now that you've got a great list of examples of case studies, think about a topic you'd like to write about that highlights your company or work you did with a customer.

A customer’s success story is the most persuasive marketing material you could ever create. With a strong portfolio of case studies, you can ensure prospects know why they should give you their business.

Editor's note: This post was originally published in August 2018 and has been updated for comprehensiveness.

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15+ Professional Case Study Examples [Design Tips + Templates]

By Alice Corner , Jan 12, 2023

Venngage case study examples

Have you ever bought something — within the last 10 years or so — without reading its reviews or without a recommendation or prior experience of using it?

If the answer is no — or at least, rarely — you get my point.

Positive reviews matter for selling to regular customers, and for B2B or SaaS businesses, detailed case studies are important too.

Wondering how to craft a compelling case study ? No worries—I’ve got you covered with 15 marketing case study templates , helpful tips, and examples to ensure your case study converts effectively.

Click to jump ahead:

  • What is a Case Study?

Business Case Study Examples

Simple case study examples.

  • Marketing Case Study Examples

Sales Case Study Examples

  • Case Study FAQs

What is a case study?

A case study is a research method to gain a better understanding of a subject or process. Case studies involve in-depth research into a given subject, in order to understand its functionality and successes.

In the context of a business, however, case studies take customer success stories and explore how they use your product to help them achieve their business goals.

Case Study Definition LinkedIn Post

As well as being valuable marketing tools , case studies are a good way to evaluate your product as it allows you to objectively examine how others are using it.

It’s also a good way to interview your customers about why they work with you.

Related: What is a Case Study? [+6 Types of Case Studies]

What is a marketing case study?

A marketing case study is a type of marketing where you use your existing customers as an example of what your product or services can achieve. You can also create case studies of internal, successful marketing projects.

Here’s an example of a marketing case study template:

marketing case study example

Whether you’re a B2B or B2C company, business case studies can be a powerful resource to help with your sales, marketing, and even internal departmental awareness.

Business and business management case studies should encompass strategic insights alongside anecdotal and qualitative findings, like in the business case study examples below.

Conduct a B2B case study by researching the company holistically

When it comes to writing a case study, make sure you approach the company holistically and analyze everything from their social media to their sales.

Think about every avenue your product or service has been of use to your case study company, and ask them about the impact this has had on their wider company goals.

Venngage orange marketing case study example

In business case study examples like the one above, we can see that the company has been thought about holistically simply by the use of icons.

By combining social media icons with icons that show in-person communication we know that this is a well-researched and thorough case study.

This case study report example could also be used within an annual or end-of-year report.

Highlight the key takeaway from your marketing case study

To create a compelling case study, identify the key takeaways from your research. Use catchy language to sum up this information in a sentence, and present this sentence at the top of your page.

This is “at a glance” information and it allows people to gain a top-level understanding of the content immediately. 

Purple SAAS Business Case Study Template

You can use a large, bold, contrasting font to help this information stand out from the page and provide interest.

Learn  how to choose fonts  effectively with our Venngage guide and once you’ve done that.

Upload your fonts and  brand colors  to Venngage using the  My Brand Kit  tool and see them automatically applied to your designs.

The heading is the ideal place to put the most impactful information, as this is the first thing that people will read.

In this example, the stat of “Increase[d] lead quality by 90%” is used as the header. It makes customers want to read more to find out how exactly lead quality was increased by such a massive amount.

Purple SAAS Business Case Study Template Header

If you’re conducting an in-person interview, you could highlight a direct quote or insight provided by your interview subject.

Pick out a catchy sentence or phrase, or the key piece of information your interview subject provided and use that as a way to draw a potential customer in.

Use charts to visualize data in your business case studies

Charts are an excellent way to visualize data and to bring statistics and information to life. Charts make information easier to understand and to illustrate trends or patterns.

Making charts is even easier with Venngage.

In this consulting case study example, we can see that a chart has been used to demonstrate the difference in lead value within the Lead Elves case study.

Adding a chart here helps break up the information and add visual value to the case study. 

Red SAAS Business Case Study Template

Using charts in your case study can also be useful if you’re creating a project management case study.

You could use a Gantt chart or a project timeline to show how you have managed the project successfully.

event marketing project management gantt chart example

Use direct quotes to build trust in your marketing case study

To add an extra layer of authenticity you can include a direct quote from your customer within your case study.

According to research from Nielsen , 92% of people will trust a recommendation from a peer and 70% trust recommendations even if they’re from somebody they don’t know.

Case study peer recommendation quote

So if you have a customer or client who can’t stop singing your praises, make sure you get a direct quote from them and include it in your case study.

You can either lift part of the conversation or interview, or you can specifically request a quote. Make sure to ask for permission before using the quote.

Contrast Lead Generation Business Case Study Template

This design uses a bright contrasting speech bubble to show that it includes a direct quote, and helps the quote stand out from the rest of the text.

This will help draw the customer’s attention directly to the quote, in turn influencing them to use your product or service.

Less is often more, and this is especially true when it comes to creating designs. Whilst you want to create a professional-looking, well-written and design case study – there’s no need to overcomplicate things.

These simple case study examples show that smart clean designs and informative content can be an effective way to showcase your successes.

Use colors and fonts to create a professional-looking case study

Business case studies shouldn’t be boring. In fact, they should be beautifully and professionally designed.

This means the normal rules of design apply. Use fonts, colors, and icons to create an interesting and visually appealing case study.

In this case study example, we can see how multiple fonts have been used to help differentiate between the headers and content, as well as complementary colors and eye-catching icons.

Blue Simple Business Case Study Template

Marketing case study examples

Marketing case studies are incredibly useful for showing your marketing successes. Every successful marketing campaign relies on influencing a consumer’s behavior, and a great case study can be a great way to spotlight your biggest wins.

In the marketing case study examples below, a variety of designs and techniques to create impactful and effective case studies.

Show off impressive results with a bold marketing case study

Case studies are meant to show off your successes, so make sure you feature your positive results prominently. Using bold and bright colors as well as contrasting shapes, large bold fonts, and simple icons is a great way to highlight your wins.

In well-written case study examples like the one below, the big wins are highlighted on the second page with a bright orange color and are highlighted in circles.

Making the important data stand out is especially important when attracting a prospective customer with marketing case studies.

Light simplebusiness case study template

Use a simple but clear layout in your case study

Using a simple layout in your case study can be incredibly effective, like in the example of a case study below.

Keeping a clean white background, and using slim lines to help separate the sections is an easy way to format your case study.

Making the information clear helps draw attention to the important results, and it helps improve the  accessibility of the design .

Business case study examples like this would sit nicely within a larger report, with a consistent layout throughout.

Modern lead Generaton Business Case Study Template

Use visuals and icons to create an engaging and branded business case study

Nobody wants to read pages and pages of text — and that’s why Venngage wants to help you communicate your ideas visually.

Using icons, graphics, photos, or patterns helps create a much more engaging design. 

With this Blue Cap case study icons, colors, and impactful pattern designs have been used to create an engaging design that catches your eye.

Social Media Business Case Study template

Use a monochromatic color palette to create a professional and clean case study

Let your research shine by using a monochromatic and minimalistic color palette.

By sticking to one color, and leaving lots of blank space you can ensure your design doesn’t distract a potential customer from your case study content.

Color combination examples

In this case study on Polygon Media, the design is simple and professional, and the layout allows the prospective customer to follow the flow of information.

The gradient effect on the left-hand column helps break up the white background and adds an interesting visual effect.

Gray Lead Generation Business Case Study Template

Did you know you can generate an accessible color palette with Venngage? Try our free accessible color palette generator today and create a case study that delivers and looks pleasant to the eye:

Venngage's accessible color palette generator

Add long term goals in your case study

When creating a case study it’s a great idea to look at both the short term and the long term goals of the company to gain the best understanding possible of the insights they provide.

Short-term goals will be what the company or person hopes to achieve in the next few months, and long-term goals are what the company hopes to achieve in the next few years.

Check out this modern pattern design example of a case study below:

Lead generation business case study template

In this case study example, the short and long-term goals are clearly distinguished by light blue boxes and placed side by side so that they are easy to compare.

Lead generation case study example short term goals

Use a strong introductory paragraph to outline the overall strategy and goals before outlining the specific short-term and long-term goals to help with clarity.

This strategy can also be handy when creating a consulting case study.

Use data to make concrete points about your sales and successes

When conducting any sort of research stats, facts, and figures are like gold dust (aka, really valuable).

Being able to quantify your findings is important to help understand the information fully. Saying sales increased 10% is much more effective than saying sales increased.

While sales dashboards generally tend it make it all about the numbers and charts, in sales case study examples, like this one, the key data and findings can be presented with icons. This contributes to the potential customer’s better understanding of the report.

They can clearly comprehend the information and it shows that the case study has been well researched.

Vibrant Content Marketing Case Study Template

Use emotive, persuasive, or action based language in your marketing case study

Create a compelling case study by using emotive, persuasive and action-based language when customizing your case study template.

Case study example pursuasive language

In this well-written case study example, we can see that phrases such as “Results that Speak Volumes” and “Drive Sales” have been used.

Using persuasive language like you would in a blog post. It helps inspire potential customers to take action now.

Bold Content Marketing Case Study Template

Keep your potential customers in mind when creating a customer case study for marketing

82% of marketers use case studies in their marketing  because it’s such an effective tool to help quickly gain customers’ trust and to showcase the potential of your product.

Why are case studies such an important tool in content marketing?

By writing a case study you’re telling potential customers that they can trust you because you’re showing them that other people do.

Not only that, but if you have a SaaS product, business case studies are a great way to show how other people are effectively using your product in their company.

In this case study, Network is demonstrating how their product has been used by Vortex Co. with great success; instantly showing other potential customers that their tool works and is worth using.

Teal Social Media Business Case Study Template

Related: 10+ Case Study Infographic Templates That Convert

Case studies are particularly effective as a sales technique.

A sales case study is like an extended customer testimonial, not only sharing opinions of your product – but showcasing the results you helped your customer achieve.

Make impactful statistics pop in your sales case study

Writing a case study doesn’t mean using text as the only medium for sharing results.

You should use icons to highlight areas of your research that are particularly interesting or relevant, like in this example of a case study:

Coral content marketing case study template.jpg

Icons are a great way to help summarize information quickly and can act as visual cues to help draw the customer’s attention to certain areas of the page.

In some of the business case study examples above, icons are used to represent the impressive areas of growth and are presented in a way that grabs your attention.

Use high contrast shapes and colors to draw attention to key information in your sales case study

Help the key information stand out within your case study by using high contrast shapes and colors.

Use a complementary or contrasting color, or use a shape such as a rectangle or a circle for maximum impact.

Blue case study example case growth

This design has used dark blue rectangles to help separate the information and make it easier to read.

Coupled with icons and strong statistics, this information stands out on the page and is easily digestible and retainable for a potential customer.

Blue Content Marketing Case Study Tempalte

Case Study Examples Summary

Once you have created your case study, it’s best practice to update your examples on a regular basis to include up-to-date statistics, data, and information.

You should update your business case study examples often if you are sharing them on your website .

It’s also important that your case study sits within your brand guidelines – find out how Venngage’s My Brand Kit tool can help you create consistently branded case study templates.

Case studies are important marketing tools – but they shouldn’t be the only tool in your toolbox. Content marketing is also a valuable way to earn consumer trust.

Case Study FAQ

Why should you write a case study.

Case studies are an effective marketing technique to engage potential customers and help build trust.

By producing case studies featuring your current clients or customers, you are showcasing how your tool or product can be used. You’re also showing that other people endorse your product.

In addition to being a good way to gather positive testimonials from existing customers , business case studies are good educational resources and can be shared amongst your company or team, and used as a reference for future projects.

How should you write a case study?

To create a great case study, you should think strategically. The first step, before starting your case study research, is to think about what you aim to learn or what you aim to prove.

You might be aiming to learn how a company makes sales or develops a new product. If this is the case, base your questions around this.

You can learn more about writing a case study  from our extensive guide.

Related: How to Present a Case Study like a Pro (With Examples)

Some good questions you could ask would be:

  • Why do you use our tool or service?
  • How often do you use our tool or service?
  • What does the process of using our product look like to you?
  • If our product didn’t exist, what would you be doing instead?
  • What is the number one benefit you’ve found from using our tool?

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Business growth

Marketing tips

16 case study examples (+ 3 templates to make your own)

Hero image with an icon representing a case study

I like to think of case studies as a business's version of a resume. It highlights what the business can do, lends credibility to its offer, and contains only the positive bullet points that paint it in the best light possible.

Imagine if the guy running your favorite taco truck followed you home so that he could "really dig into how that burrito changed your life." I see the value in the practice. People naturally prefer a tried-and-true burrito just as they prefer tried-and-true products or services.

To help you showcase your success and flesh out your burrito questionnaire, I've put together some case study examples and key takeaways.

What is a case study?

A case study is an in-depth analysis of how your business, product, or service has helped past clients. It can be a document, a webpage, or a slide deck that showcases measurable, real-life results.

For example, if you're a SaaS company, you can analyze your customers' results after a few months of using your product to measure its effectiveness. You can then turn this analysis into a case study that further proves to potential customers what your product can do and how it can help them overcome their challenges.

It changes the narrative from "I promise that we can do X and Y for you" to "Here's what we've done for businesses like yours, and we can do it for you, too."

16 case study examples 

While most case studies follow the same structure, quite a few try to break the mold and create something unique. Some businesses lean heavily on design and presentation, while others pursue a detailed, stat-oriented approach. Some businesses try to mix both.

There's no set formula to follow, but I've found that the best case studies utilize impactful design to engage readers and leverage statistics and case details to drive the point home. A case study typically highlights the companies, the challenges, the solution, and the results. The examples below will help inspire you to do it, too.

1. .css-1l9i3yq-Link[class][class][class][class][class]{all:unset;box-sizing:border-box;-webkit-text-fill-color:currentColor;cursor:pointer;}.css-1l9i3yq-Link[class][class][class][class][class]{all:unset;box-sizing:border-box;-webkit-text-decoration:underline;text-decoration:underline;cursor:pointer;-webkit-transition:all 300ms ease-in-out;transition:all 300ms ease-in-out;outline-offset:1px;-webkit-text-fill-color:currentColor;outline:1px solid transparent;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='ocean']{color:#3d4592;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='ocean']:hover{color:#2b2358;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='ocean']:focus{color:#3d4592;outline-color:#3d4592;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='white']{color:#fffdf9;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='white']:hover{color:#a8a5a0;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='white']:focus{color:#fffdf9;outline-color:#fffdf9;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='primary']{color:#3d4592;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='primary']:hover{color:#2b2358;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='primary']:focus{color:#3d4592;outline-color:#3d4592;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='secondary']{color:#fffdf9;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='secondary']:hover{color:#a8a5a0;}.css-1l9i3yq-Link[class][class][class][class][class][data-color='secondary']:focus{color:#fffdf9;outline-color:#fffdf9;}.css-1l9i3yq-Link[class][class][class][class][class][data-weight='inherit']{font-weight:inherit;}.css-1l9i3yq-Link[class][class][class][class][class][data-weight='normal']{font-weight:400;}.css-1l9i3yq-Link[class][class][class][class][class][data-weight='bold']{font-weight:700;} Volcanica Coffee and AdRoll

On top of a background of coffee beans, a block of text with percentage growth statistics for how AdRoll nitro-fueled Volcanica coffee.

People love a good farm-to-table coffee story, and boy am I one of them. But I've shared this case study with you for more reasons than my love of coffee. I enjoyed this study because it was written as though it was a letter.

In this case study, the founder of Volcanica Coffee talks about the journey from founding the company to personally struggling with learning and applying digital marketing to finding and enlisting AdRoll's services.

It felt more authentic, less about AdRoll showcasing their worth and more like a testimonial from a grateful and appreciative client. After the story, the case study wraps up with successes, milestones, and achievements. Note that quite a few percentages are prominently displayed at the top, providing supporting evidence that backs up an inspiring story.

Takeaway: Highlight your goals and measurable results to draw the reader in and provide concise, easily digestible information.

2. Taylor Guitars and Airtable

Screenshot of the Taylor Guitars and Airtable case study, with the title: Taylor Guitars brings more music into the world with Airtable

This Airtable case study on Taylor Guitars comes as close as one can to an optimal structure. It features a video that represents the artistic nature of the client, highlighting key achievements and dissecting each element of Airtable's influence.

It also supplements each section with a testimonial or quote from the client, using their insights as a catalyst for the case study's narrative. For example, the case study quotes the social media manager and project manager's insights regarding team-wide communication and access before explaining in greater detail.

Takeaway: Highlight pain points your business solves for its client, and explore that influence in greater detail.

3. EndeavourX and Figma

Screenshot of the Endeavour and Figma case study, showing a bulleted list about why EndeavourX chose Figma followed by an image of EndeavourX's workspace on Figma

My favorite part of Figma's case study is highlighting why EndeavourX chose its solution. You'll notice an entire section on what Figma does for teams and then specifically for EndeavourX.

It also places a heavy emphasis on numbers and stats. The study, as brief as it is, still manages to pack in a lot of compelling statistics about what's possible with Figma.

Takeaway: Showcase the "how" and "why" of your product's differentiators and how they benefit your customers.

4. ActiveCampaign and Zapier

Screenshot of Zapier's case study with ActiveCampaign, showing three data visualizations on purple backgrounds

Zapier's case study leans heavily on design, using graphics to present statistics and goals in a manner that not only remains consistent with the branding but also actively pushes it forward, drawing users' eyes to the information most important to them. 

The graphics, emphasis on branding elements, and cause/effect style tell the story without requiring long, drawn-out copy that risks boring readers. Instead, the cause and effect are concisely portrayed alongside the client company's information for a brief and easily scannable case study.

Takeaway: Lean on design to call attention to the most important elements of your case study, and make sure it stays consistent with your branding.

5. Ironclad and OpenAI

Screenshot of a video from the Ironclad and OpenAI case study showing the Ironclad AI Assist feature

In true OpenAI fashion, this case study is a block of text. There's a distinct lack of imagery, but the study features a narrated video walking readers through the product.

The lack of imagery and color may not be the most inviting, but utilizing video format is commendable. It helps thoroughly communicate how OpenAI supported Ironclad in a way that allows the user to sit back, relax, listen, and be impressed. 

Takeaway: Get creative with the media you implement in your case study. Videos can be a very powerful addition when a case study requires more detailed storytelling.

6. Shopify and GitHub

Screenshot of the Shopify and GitHub case study, with the title "Shopify keeps pushing ecommerce forward with help from GitHub tools," followed by a photo of a plant and a Shopify bag on a table on a dark background

GitHub's case study on Shopify is a light read. It addresses client pain points and discusses the different aspects its product considers and improves for clients. It touches on workflow issues, internal systems, automation, and security. It does a great job of representing what one company can do with GitHub.

To drive the point home, the case study features colorful quote callouts from the Shopify team, sharing their insights and perspectives on the partnership, the key issues, and how they were addressed.

Takeaway: Leverage quotes to boost the authoritativeness and trustworthiness of your case study. 

7 . Audible and Contentful

Screenshot of the Audible and Contentful case study showing images of titles on Audible

Contentful's case study on Audible features almost every element a case study should. It includes not one but two videos and clearly outlines the challenge, solution, and outcome before diving deeper into what Contentful did for Audible. The language is simple, and the writing is heavy with quotes and personal insights.

This case study is a uniquely original experience. The fact that the companies in question are perhaps two of the most creative brands out there may be the reason. I expected nothing short of a detailed analysis, a compelling story, and video content. 

Takeaway: Inject some brand voice into the case study, and create assets that tell the story for you.

8 . Zoom and Asana

Screenshot of Zoom and Asana's case study on a navy blue background and an image of someone sitting on a Zoom call at a desk with the title "Zoom saves 133 work weeks per year with Asana"

Asana's case study on Zoom is longer than the average piece and features detailed data on Zoom's growth since 2020. Instead of relying on imagery and graphics, it features several quotes and testimonials. 

It's designed to be direct, informative, and promotional. At some point, the case study reads more like a feature list. There were a few sections that felt a tad too promotional for my liking, but to each their own burrito.

Takeaway: Maintain a balance between promotional and informative. You want to showcase the high-level goals your product helped achieve without losing the reader.

9 . Hickies and Mailchimp

Screenshot of the Hickies and Mailchimp case study with the title in a fun orange font, followed by a paragraph of text and a photo of a couple sitting on a couch looking at each other and smiling

I've always been a fan of Mailchimp's comic-like branding, and this case study does an excellent job of sticking to their tradition of making information easy to understand, casual, and inviting.

It features a short video that briefly covers Hickies as a company and Mailchimp's efforts to serve its needs for customer relationships and education processes. Overall, this case study is a concise overview of the partnership that manages to convey success data and tell a story at the same time. What sets it apart is that it does so in a uniquely colorful and brand-consistent manner.

Takeaway: Be concise to provide as much value in as little text as possible.

10. NVIDIA and Workday

Screenshot of NVIDIA and Workday's case study with a photo of a group of people standing around a tall desk and smiling and the title "NVIDIA hires game changers"

The gaming industry is notoriously difficult to recruit for, as it requires a very specific set of skills and experience. This case study focuses on how Workday was able to help fill that recruitment gap for NVIDIA, one of the biggest names in the gaming world.

Though it doesn't feature videos or graphics, this case study stood out to me in how it structures information like "key products used" to give readers insight into which tools helped achieve these results.

Takeaway: If your company offers multiple products or services, outline exactly which ones were involved in your case study, so readers can assess each tool.

11. KFC and Contentful

Screenshot of KFC and Contentful's case study showing the outcome of the study, showing two stats: 43% increase in YoY digital sales and 50%+ increase in AU digital sales YoY

I'm personally not a big KFC fan, but that's only because I refuse to eat out of a bucket. My aversion to the bucket format aside, Contentful follows its consistent case study format in this one, outlining challenges, solutions, and outcomes before diving into the nitty-gritty details of the project.

Say what you will about KFC, but their primary product (chicken) does present a unique opportunity for wordplay like "Continuing to march to the beat of a digital-first drum(stick)" or "Delivering deep-fried goodness to every channel."

Takeaway: Inject humor into your case study if there's room for it and if it fits your brand. 

12. Intuit and Twilio

Screenshot of the Intuit and Twilio case study on a dark background with three small, light green icons illustrating three important data points

Twilio does an excellent job of delivering achievements at the very beginning of the case study and going into detail in this two-minute read. While there aren't many graphics, the way quotes from the Intuit team are implemented adds a certain flair to the study and breaks up the sections nicely.

It's simple, concise, and manages to fit a lot of information in easily digestible sections.

Takeaway: Make sure each section is long enough to inform but brief enough to avoid boring readers. Break down information for each section, and don't go into so much detail that you lose the reader halfway through.

13. Spotify and Salesforce

Screenshot of Spotify and Salesforce's case study showing a still of a video with the title "Automation keeps Spotify's ad business growing year over year"

Salesforce created a video that accurately summarizes the key points of the case study. Beyond that, the page itself is very light on content, and sections are as short as one paragraph.

I especially like how information is broken down into "What you need to know," "Why it matters," and "What the difference looks like." I'm not ashamed of being spoon-fed information. When it's structured so well and so simply, it makes for an entertaining read.

Takeaway: Invest in videos that capture and promote your partnership with your case study subject. Video content plays a promotional role that extends beyond the case study in social media and marketing initiatives .

14. Benchling and Airtable

Screenshot of the Benchling and Airtable case study with the title: How Benchling achieves scientific breakthroughs via efficiency

Benchling is an impressive entity in its own right. Biotech R&D and health care nuances go right over my head. But the research and digging I've been doing in the name of these burritos (case studies) revealed that these products are immensely complex. 

And that's precisely why this case study deserves a read—it succeeds at explaining a complex project that readers outside the industry wouldn't know much about.

Takeaway: Simplify complex information, and walk readers through the company's operations and how your business helped streamline them.

15. Chipotle and Hubble

Screenshot of the Chipotle and Hubble case study with the title "Mexican food chain replaces Discoverer with Hubble and sees major efficiency improvements," followed by a photo of the outside of a Chipotle restaurant

The concision of this case study is refreshing. It features two sections—the challenge and the solution—all in 316 words. This goes to show that your case study doesn't necessarily need to be a four-figure investment with video shoots and studio time. 

Sometimes, the message is simple and short enough to convey in a handful of paragraphs.

Takeaway: Consider what you should include instead of what you can include. Assess the time, resources, and effort you're able and willing to invest in a case study, and choose which elements you want to include from there.

16. Hudl and Zapier

Screenshot of Hudl and Zapier's case study, showing data visualizations at the bottom, two photos of people playing sports on the top right , and a quote from the Hudl team on the topleft

I may be biased, but I'm a big fan of seeing metrics and achievements represented in branded graphics. It can be a jarring experience to navigate a website, then visit a case study page and feel as though you've gone to a completely different website.

The Zapier format provides nuggets of high-level insights, milestones, and achievements, as well as the challenge, solution, and results. My favorite part of this case study is how it's supplemented with a blog post detailing how Hudl uses Zapier automation to build a seamless user experience.

The case study is essentially the summary, and the blog article is the detailed analysis that provides context beyond X achievement or Y goal.

Takeaway: Keep your case study concise and informative. Create other resources to provide context under your blog, media or press, and product pages.

3 case study templates

Now that you've had your fill of case studies (if that's possible), I've got just what you need: an infinite number of case studies, which you can create yourself with these case study templates.

Case study template 1

Screenshot of Zapier's first case study template, with the title and three spots for data callouts at the top on a light peach-colored background, followed by a place to write the main success of the case study on a dark green background

If you've got a quick hit of stats you want to show off, try this template. The opening section gives space for a short summary and three visually appealing stats you can highlight, followed by a headline and body where you can break the case study down more thoroughly. This one's pretty simple, with only sections for solutions and results, but you can easily continue the formatting to add more sections as needed.

Case study template 2

Screenshot of Zapier's second case study template, with the title, objectives, and overview on a dark blue background with an orange strip in the middle with a place to write the main success of the case study

For a case study template with a little more detail, use this one. Opening with a striking cover page for a quick overview, this one goes on to include context, stakeholders, challenges, multiple quote callouts, and quick-hit stats. 

Case study template 3

Screenshot of Zapier's third case study template, with the places for title, objectives, and about the business on a dark green background followed by three spots for data callouts in orange boxes

Whether you want a little structural variation or just like a nice dark green, this template has similar components to the last template but is designed to help tell a story. Move from the client overview through a description of your company before getting to the details of how you fixed said company's problems.

Tips for writing a case study

Examples are all well and good, but you don't learn how to make a burrito just by watching tutorials on YouTube without knowing what any of the ingredients are. You could , but it probably wouldn't be all that good.

Writing a good case study comes down to a mix of creativity, branding, and the capacity to invest in the project. With those details in mind, here are some case study tips to follow:

Have an objective: Define your objective by identifying the challenge, solution, and results. Assess your work with the client and focus on the most prominent wins. You're speaking to multiple businesses and industries through the case study, so make sure you know what you want to say to them.

Focus on persuasive data: Growth percentages and measurable results are your best friends. Extract your most compelling data and highlight it in your case study.

Use eye-grabbing graphics: Branded design goes a long way in accurately representing your brand and retaining readers as they review the study. Leverage unique and eye-catching graphics to keep readers engaged. 

Simplify data presentation: Some industries are more complex than others, and sometimes, data can be difficult to understand at a glance. Make sure you present your data in the simplest way possible. Make it concise, informative, and easy to understand.

Use automation to drive results for your case study

A case study example is a source of inspiration you can leverage to determine how to best position your brand's work. Find your unique angle, and refine it over time to help your business stand out. Ask anyone: the best burrito in town doesn't just appear at the number one spot. They find their angle (usually the house sauce) and leverage it to stand out.

In fact, with the right technology, it can be refined to work better . Explore how Zapier's automation features can help drive results for your case study by making your case study a part of a developed workflow that creates a user journey through your website, your case studies, and into the pipeline.

Case study FAQ

Got your case study template? Great—it's time to gather the team for an awkward semi-vague data collection task. While you do that, here are some case study quick answers for you to skim through while you contemplate what to call your team meeting.

What is an example of a case study?

An example of a case study is when a software company analyzes its results from a client project and creates a webpage, presentation, or document that focuses on high-level results, challenges, and solutions in an attempt to showcase effectiveness and promote the software.

How do you write a case study?

To write a good case study, you should have an objective, identify persuasive and compelling data, leverage graphics, and simplify data. Case studies typically include an analysis of the challenge, solution, and results of the partnership.

What is the format of a case study?

While case studies don't have a set format, they're often portrayed as reports or essays that inform readers about the partnership and its results. 

Related reading:

How Hudl uses automation to create a seamless user experience

How to make your case studies high-stakes—and why it matters

How experts write case studies that convert, not bore

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Hachem Ramki

Hachem is a writer and digital marketer from Montreal. After graduating with a degree in English, Hachem spent seven years traveling around the world before moving to Canada. When he's not writing, he enjoys Basketball, Dungeons and Dragons, and playing music for friends and family.

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How to write a case study — examples, templates, and tools

customer case studies examples

It’s a marketer’s job to communicate the effectiveness of a product or service to potential and current customers to convince them to buy and keep business moving. One of the best methods for doing this is to share success stories that are relatable to prospects and customers based on their pain points, experiences, and overall needs.

That’s where case studies come in. Case studies are an essential part of a content marketing plan. These in-depth stories of customer experiences are some of the most effective at demonstrating the value of a product or service. Yet many marketers don’t use them, whether because of their regimented formats or the process of customer involvement and approval.

A case study is a powerful tool for showcasing your hard work and the success your customer achieved. But writing a great case study can be difficult if you’ve never done it before or if it’s been a while. This guide will show you how to write an effective case study and provide real-world examples and templates that will keep readers engaged and support your business.

In this article, you’ll learn:

What is a case study?

How to write a case study, case study templates, case study examples, case study tools.

A case study is the detailed story of a customer’s experience with a product or service that demonstrates their success and often includes measurable outcomes. Case studies are used in a range of fields and for various reasons, from business to academic research. They’re especially impactful in marketing as brands work to convince and convert consumers with relatable, real-world stories of actual customer experiences.

The best case studies tell the story of a customer’s success, including the steps they took, the results they achieved, and the support they received from a brand along the way. To write a great case study, you need to:

  • Celebrate the customer and make them — not a product or service — the star of the story.
  • Craft the story with specific audiences or target segments in mind so that the story of one customer will be viewed as relatable and actionable for another customer.
  • Write copy that is easy to read and engaging so that readers will gain the insights and messages intended.
  • Follow a standardized format that includes all of the essentials a potential customer would find interesting and useful.
  • Support all of the claims for success made in the story with data in the forms of hard numbers and customer statements.

Case studies are a type of review but more in depth, aiming to show — rather than just tell — the positive experiences that customers have with a brand. Notably, 89% of consumers read reviews before deciding to buy, and 79% view case study content as part of their purchasing process. When it comes to B2B sales, 52% of buyers rank case studies as an important part of their evaluation process.

Telling a brand story through the experience of a tried-and-true customer matters. The story is relatable to potential new customers as they imagine themselves in the shoes of the company or individual featured in the case study. Showcasing previous customers can help new ones see themselves engaging with your brand in the ways that are most meaningful to them.

Besides sharing the perspective of another customer, case studies stand out from other content marketing forms because they are based on evidence. Whether pulling from client testimonials or data-driven results, case studies tend to have more impact on new business because the story contains information that is both objective (data) and subjective (customer experience) — and the brand doesn’t sound too self-promotional.

89% of consumers read reviews before buying, 79% view case studies, and 52% of B2B buyers prioritize case studies in the evaluation process.

Case studies are unique in that there’s a fairly standardized format for telling a customer’s story. But that doesn’t mean there isn’t room for creativity. It’s all about making sure that teams are clear on the goals for the case study — along with strategies for supporting content and channels — and understanding how the story fits within the framework of the company’s overall marketing goals.

Here are the basic steps to writing a good case study.

1. Identify your goal

Start by defining exactly who your case study will be designed to help. Case studies are about specific instances where a company works with a customer to achieve a goal. Identify which customers are likely to have these goals, as well as other needs the story should cover to appeal to them.

The answer is often found in one of the buyer personas that have been constructed as part of your larger marketing strategy. This can include anything from new leads generated by the marketing team to long-term customers that are being pressed for cross-sell opportunities. In all of these cases, demonstrating value through a relatable customer success story can be part of the solution to conversion.

2. Choose your client or subject

Who you highlight matters. Case studies tie brands together that might otherwise not cross paths. A writer will want to ensure that the highlighted customer aligns with their own company’s brand identity and offerings. Look for a customer with positive name recognition who has had great success with a product or service and is willing to be an advocate.

The client should also match up with the identified target audience. Whichever company or individual is selected should be a reflection of other potential customers who can see themselves in similar circumstances, having the same problems and possible solutions.

Some of the most compelling case studies feature customers who:

  • Switch from one product or service to another while naming competitors that missed the mark.
  • Experience measurable results that are relatable to others in a specific industry.
  • Represent well-known brands and recognizable names that are likely to compel action.
  • Advocate for a product or service as a champion and are well-versed in its advantages.

Whoever or whatever customer is selected, marketers must ensure they have the permission of the company involved before getting started. Some brands have strict review and approval procedures for any official marketing or promotional materials that include their name. Acquiring those approvals in advance will prevent any miscommunication or wasted effort if there is an issue with their legal or compliance teams.

3. Conduct research and compile data

Substantiating the claims made in a case study — either by the marketing team or customers themselves — adds validity to the story. To do this, include data and feedback from the client that defines what success looks like. This can be anything from demonstrating return on investment (ROI) to a specific metric the customer was striving to improve. Case studies should prove how an outcome was achieved and show tangible results that indicate to the customer that your solution is the right one.

This step could also include customer interviews. Make sure that the people being interviewed are key stakeholders in the purchase decision or deployment and use of the product or service that is being highlighted. Content writers should work off a set list of questions prepared in advance. It can be helpful to share these with the interviewees beforehand so they have time to consider and craft their responses. One of the best interview tactics to keep in mind is to ask questions where yes and no are not natural answers. This way, your subject will provide more open-ended responses that produce more meaningful content.

4. Choose the right format

There are a number of different ways to format a case study. Depending on what you hope to achieve, one style will be better than another. However, there are some common elements to include, such as:

  • An engaging headline
  • A subject and customer introduction
  • The unique challenge or challenges the customer faced
  • The solution the customer used to solve the problem
  • The results achieved
  • Data and statistics to back up claims of success
  • A strong call to action (CTA) to engage with the vendor

It’s also important to note that while case studies are traditionally written as stories, they don’t have to be in a written format. Some companies choose to get more creative with their case studies and produce multimedia content, depending on their audience and objectives. Case study formats can include traditional print stories, interactive web or social content, data-heavy infographics, professionally shot videos, podcasts, and more.

5. Write your case study

We’ll go into more detail later about how exactly to write a case study, including templates and examples. Generally speaking, though, there are a few things to keep in mind when writing your case study.

  • Be clear and concise. Readers want to get to the point of the story quickly and easily, and they’ll be looking to see themselves reflected in the story right from the start.
  • Provide a big picture. Always make sure to explain who the client is, their goals, and how they achieved success in a short introduction to engage the reader.
  • Construct a clear narrative. Stick to the story from the perspective of the customer and what they needed to solve instead of just listing product features or benefits.
  • Leverage graphics. Incorporating infographics, charts, and sidebars can be a more engaging and eye-catching way to share key statistics and data in readable ways.
  • Offer the right amount of detail. Most case studies are one or two pages with clear sections that a reader can skim to find the information most important to them.
  • Include data to support claims. Show real results — both facts and figures and customer quotes — to demonstrate credibility and prove the solution works.

6. Promote your story

Marketers have a number of options for distribution of a freshly minted case study. Many brands choose to publish case studies on their website and post them on social media. This can help support SEO and organic content strategies while also boosting company credibility and trust as visitors see that other businesses have used the product or service.

Marketers are always looking for quality content they can use for lead generation. Consider offering a case study as gated content behind a form on a landing page or as an offer in an email message. One great way to do this is to summarize the content and tease the full story available for download after the user takes an action.

Sales teams can also leverage case studies, so be sure they are aware that the assets exist once they’re published. Especially when it comes to larger B2B sales, companies often ask for examples of similar customer challenges that have been solved.

Now that you’ve learned a bit about case studies and what they should include, you may be wondering how to start creating great customer story content. Here are a couple of templates you can use to structure your case study.

Template 1 — Challenge-solution-result format

  • Start with an engaging title. This should be fewer than 70 characters long for SEO best practices. One of the best ways to approach the title is to include the customer’s name and a hint at the challenge they overcame in the end.
  • Create an introduction. Lead with an explanation as to who the customer is, the need they had, and the opportunity they found with a specific product or solution. Writers can also suggest the success the customer experienced with the solution they chose.
  • Present the challenge. This should be several paragraphs long and explain the problem the customer faced and the issues they were trying to solve. Details should tie into the company’s products and services naturally. This section needs to be the most relatable to the reader so they can picture themselves in a similar situation.
  • Share the solution. Explain which product or service offered was the ideal fit for the customer and why. Feel free to delve into their experience setting up, purchasing, and onboarding the solution.
  • Explain the results. Demonstrate the impact of the solution they chose by backing up their positive experience with data. Fill in with customer quotes and tangible, measurable results that show the effect of their choice.
  • Ask for action. Include a CTA at the end of the case study that invites readers to reach out for more information, try a demo, or learn more — to nurture them further in the marketing pipeline. What you ask of the reader should tie directly into the goals that were established for the case study in the first place.

Template 2 — Data-driven format

  • Start with an engaging title. Be sure to include a statistic or data point in the first 70 characters. Again, it’s best to include the customer’s name as part of the title.
  • Create an overview. Share the customer’s background and a short version of the challenge they faced. Present the reason a particular product or service was chosen, and feel free to include quotes from the customer about their selection process.
  • Present data point 1. Isolate the first metric that the customer used to define success and explain how the product or solution helped to achieve this goal. Provide data points and quotes to substantiate the claim that success was achieved.
  • Present data point 2. Isolate the second metric that the customer used to define success and explain what the product or solution did to achieve this goal. Provide data points and quotes to substantiate the claim that success was achieved.
  • Present data point 3. Isolate the final metric that the customer used to define success and explain what the product or solution did to achieve this goal. Provide data points and quotes to substantiate the claim that success was achieved.
  • Summarize the results. Reiterate the fact that the customer was able to achieve success thanks to a specific product or service. Include quotes and statements that reflect customer satisfaction and suggest they plan to continue using the solution.
  • Ask for action. Include a CTA at the end of the case study that asks readers to reach out for more information, try a demo, or learn more — to further nurture them in the marketing pipeline. Again, remember that this is where marketers can look to convert their content into action with the customer.

While templates are helpful, seeing a case study in action can also be a great way to learn. Here are some examples of how Adobe customers have experienced success.

Juniper Networks

One example is the Adobe and Juniper Networks case study , which puts the reader in the customer’s shoes. The beginning of the story quickly orients the reader so that they know exactly who the article is about and what they were trying to achieve. Solutions are outlined in a way that shows Adobe Experience Manager is the best choice and a natural fit for the customer. Along the way, quotes from the client are incorporated to help add validity to the statements. The results in the case study are conveyed with clear evidence of scale and volume using tangible data.

A Lenovo case study showing statistics, a pull quote and featured headshot, the headline "The customer is king.," and Adobe product links.

The story of Lenovo’s journey with Adobe is one that spans years of planning, implementation, and rollout. The Lenovo case study does a great job of consolidating all of this into a relatable journey that other enterprise organizations can see themselves taking, despite the project size. This case study also features descriptive headers and compelling visual elements that engage the reader and strengthen the content.

Tata Consulting

When it comes to using data to show customer results, this case study does an excellent job of conveying details and numbers in an easy-to-digest manner. Bullet points at the start break up the content while also helping the reader understand exactly what the case study will be about. Tata Consulting used Adobe to deliver elevated, engaging content experiences for a large telecommunications client of its own — an objective that’s relatable for a lot of companies.

Case studies are a vital tool for any marketing team as they enable you to demonstrate the value of your company’s products and services to others. They help marketers do their job and add credibility to a brand trying to promote its solutions by using the experiences and stories of real customers.

When you’re ready to get started with a case study:

  • Think about a few goals you’d like to accomplish with your content.
  • Make a list of successful clients that would be strong candidates for a case study.
  • Reach out to the client to get their approval and conduct an interview.
  • Gather the data to present an engaging and effective customer story.

Adobe can help

There are several Adobe products that can help you craft compelling case studies. Adobe Experience Platform helps you collect data and deliver great customer experiences across every channel. Once you’ve created your case studies, Experience Platform will help you deliver the right information to the right customer at the right time for maximum impact.

To learn more, watch the Adobe Experience Platform story .

Keep in mind that the best case studies are backed by data. That’s where Adobe Real-Time Customer Data Platform and Adobe Analytics come into play. With Real-Time CDP, you can gather the data you need to build a great case study and target specific customers to deliver the content to the right audience at the perfect moment.

Watch the Real-Time CDP overview video to learn more.

Finally, Adobe Analytics turns real-time data into real-time insights. It helps your business collect and synthesize data from multiple platforms to make more informed decisions and create the best case study possible.

Request a demo to learn more about Adobe Analytics.

https://business.adobe.com/blog/perspectives/b2b-ecommerce-10-case-studies-inspire-you

https://business.adobe.com/blog/basics/business-case

https://business.adobe.com/blog/basics/what-is-real-time-analytics

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4 Customer Service Case Studies to Inspire You

Customer service case studies help attract new customers to your business by showing them how your company can help them. Instead of simply telling customers what you can do for them, you demonstrate it with storytelling and draw them in.

catherine heath

November 24, 2022

6 mins read

If you’ve researched any brand it’s more than likely you’ve come across a customer service case study. Real-life customer experiences are a powerful way to advertise a brand and showcase the real interactions customers have when approaching a company’s customer service department.

Instead of simply telling a customer what it’s like to benefit from a company’s customer service, they demonstrate genuine examples of customers who have submitted tickets to their customer service team. 

On the surface of it, one company can appear much like another without powerful customer service case studies to demonstrate its impact. Customers will be required to actually sign up to your service before they can experience your customer support for themselves. 

What is a customer service case study?

A customer service case study is a strategy to show the experiences of customers that have actually signed up to use your product or service and have actually witnessed your customer service for themselves. 

Potential customers who are researching what your company has to offer will benefit from the case studies of customers that have already passed through the buying decision. Instead of a company simply telling prospective customers what they have to offer, they will be able to demonstrate their service in reality. 

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customer case studies examples

A customer service case study goes beyond being a simple testimonial, however. It’s factual evidence of customers who have implemented your company’s product or service and a demonstration of its ability to actually deliver results. 

Why are customer service case studies important? 

Without customer service case studies, your business will struggle to show how it is helping its customers. A case study shows your prospective customers how the business has performed in a real-life example of customer service, and helps them imagine what it would be like to do business with your company. 

Customer service case studies show potential customers how your business has helped customers to solve their problems and further their business goals. Although there are other ways to market your business, customer service case studies are a solid way to reach out to new prospects and convert them into customers. 

Successful customer case studies showcase successful examples of customer service that persuade your prospects to actually buy. They show prospects how well your customer service actually works and highlights your product’s value. 

How do you write a customer service case study?

There are a few strategies you need to follow when writing a customer service case study. Having a variety of different case studies will enable you to reach more potential customers which cover a range of situations and needs. 

1. Focus on your personas

You need to consider the type of the customer that you want to attract with your customer service case study. Mapping out your personas is an important part of your marketing strategy because it helps you identify prospects with unique wants and needs. Your customer service may appeal to different types of individuals and it’s crucial to target each one specifically. 

2. Tell a story

At their core, customer service case studies are stories about particular customers. Simply raving about how great your company is wil be boring for your readers, and you need to take them on a journey. Stories need to have obstacles to overcome, and your case study should show how your product or service is the hero of the narrative. 

3. Emphasize benefits

The benefits of your customer service will help to appeal to customers that have a specific pain point to solve. Instead of focusing on products or features it’s important to show how your service will help them. Your customer service case study is likely to be a representative example of a customer that has similar problems to other prospects, and it’s important to help prospective customers visualize using your service. 

4. Highlight the results 

Highlighting the results that your customer service will help your customers achieve means focusing on the before and after of using your service. Genuine improvements to your customer’s business will help to convince them that your product or service is the answer. Showing the results of your customer service helps customers see how they can save or make more money after choosing your business. 

4 interesting customer service case studies

Quick heal and kayako.

Here’s the first interesting customer service case study from Kayako. There was a company called Quick Heal Technologies which was a provider of internet security tools and anti-virus software. They had millions of global users, but they were struggling to deliver outstanding customer service due to a high volume of customer service requests. 

One of their main issues was the absence of a system to track requests from different sources. Agents were checking many different platforms for customer service requests, and lacked a vital overview of the customer experience. They were losing tickets and suffering from incomplete information. There were delays in the customer support experience and the existing system couldn’t manage its workflow. 

Enter Kayako, help desk software. Their Shared Inbox Solution brought together the different customer service platforms such as email, Facebook, Twitter, and live chat. Quick Heal agents were able to support customers seamlessly and minimize the number of tickets that were dropped. They could significantly reduce their ticket response times and accelerate the time to resolution. Agents were able to much more effectively collaborate and reduce duplication of effort. 

Springboard and Help Scout

The next customer service case study is about Springboard, a platform which provides online resources and personalized mentors to help students build their dream careers. Their aim is to make a great education accessible to anyone in the world. 

So far, they have worked with 250 mentors to train more than 5,000 students over 6 continents. Their success has depended on their ability to create an open environment where students feel comfortable requesting feedback and discovering course information on their own. 

Springboard needed a solution that could help them build relationships with their students, even if it’s over email, and they decided that Help Scout was the answer. They chose Help Scout because it means they can have human conversations rather than treating their students like a ticket number. 

They make use of Help Scout’s help desk features to find key insights into students’ conversations, as well as their Docs knowledge base which provides answers to common questions. As a result, students are able to more effectively learn and overcome problems when they arise. 

We’ve got another customer service case study from an airline – in this case, JetBlue. They really know how to make their customers smile with small gestures and ensure they can win customers for life. 

One customer called Paul Brown was flying with JetBlue from the smaller terminal at Boston’s Logan airport. He realized that he couldn’t grab his usual Starbucks coffee because there was no Starbucks at the terminal. On a whim, he sent a tweet to JetBlue asking them to deliver his venti mocha, and to his surprise they obliged! Within minutes JetBlue customer service representatives had delivered the coffee to Paul’s seat on the plane. 

This example of customer service shows that JetBlue is willing to go the extra mile for customers and will ensure that the company can continue to attract more customers.

Gympass and Slack

Gympass is an international platform that gives companies and their employees 50% to 70% off a global network of fitness studios, digital workouts, and mental health and nutrition services. It was founded in 2012 and has experienced steady growth, now worth more than USD $1 billion. Users of Gympass have access to 50,000 gyms and studios in more than 7,000 cities, so they can work out while they are on the move. 

The problem with this growing company was communication across the globe. The company was overly reliant on emails which led to silos and employees missing out on vital information. The solution to this problem was Slack, a communications platform which is made accessible to all new employees so they have everything they need right from the start. 

Now, teams at Gympass work across a range of 2,000 Slack channels which are open to 1,000 employees. They can share documents, messages and information, keeping connected across locations and facilitating new projects like event planning. It’s enabled Gympass to build a strong culture of collaboration and ensure that every employee can find the information they need. 

Wrapping up

Customer service case studies help attract new customers to your business by showing them how your company can help them. Instead of simply telling customers what you can do for them, you demonstrate it with storytelling and draw them in. Showing your customers benefits and outcomes support them to make the decision to purchase. 

Before they actually have a trial of using your product or service, it’s hard for customers to know what it would be like. Case studies can give a valuable preview into what it would be like to work with your company and highlight customers that have already achieved success. 

Catherine is a content writer and community builder for creative and ethical companies. She often writes case studies, help documentation and articles about customer support. Her writing has helped businesses to attract curious audiences and transform them into loyal advocates. You can find more of her work at https://awaywithwords.co.

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17 Brilliant Case Study Examples To Be Inspired By

Illustration Of Case Study Examples

Lead generation is complex, which means that your best bet is to have multiple touchpoints on different channels designed to capture as many leads as possible.

While you’re setting up your lead generation funnel , remember that you need to have different touchpoints on your site itself, too. It’s not enough, after all, that they’ve landed on your site on their own; you need to convince them to convert as a lead or even as a customer once they’re there.

Case studies can help with this, allowing you to prove what kind of results your brand, product, or service can offer to real clients. You can back up what you’re promising, and show the how, what, who, and why questions that customers may have. They can help generate more leads and accelerate revenue quickly.

We’ve got some great resources on how to get the information on how to conduct great case study interviews and what makes case studies valuable , but today we’re going to look at 17 individual and diverse case study examples and talk about how to write great B2B case studies.

These examples all do something exceptional and approach their case studies a little differently, but they all have outstanding final results. 

Ready to get inspired and get some actionable tips to write your own B2B case studies? Let’s get started.

How to Write Great B2B Case Studies 

Before we start looking at different B2B case study examples, we want to first talk about what makes B2B case studies valuable and effective.

What All Great B2B Case Studies Accomplish 

Case studies are most often used to build trust by proving that you’ve gotten a specific result for clients and that you can do the same for your existing leads. In many cases, case studies should:

  • Establish a persona or audience segment that the client fits into (which, in many cases, leads will relate to)
  • Explain what the client’s problem was before they started working with your brand
  • Detail what solution you offered to help the client (which should include some level of detail regarding the strategies, products, or tactics that you used)
  • Share the results, ideally the more specific (and numerical) the better; statistics that show improvements are golden 
  • Feature a client impact statement or a testimonial if possible 

You can use this as a guide post (or almost like a template) of how to get started with the content that you need to cover in your case study. 

B2B Case Study Best Practices 

When writing B2B case studies, you always want to follow these best practices:

  • Try to stick to a consistent template, that way as you create a fleshed-out case study section on your site, it will be scannable and familiar to leads 
  • Tell a story, using a client’s problems and pain points to connect with potential leads and highlighting how you can help; think of the problem as the beginning of the story, the solution as the climax, and the results section as the resolution of the story 
  • Be as detailed as you need to be, but as brief as possible; while B2B case studies can certainly trend much longer in length than most B2C case studies, you also want to make sure you’re offering value because if it goes too long, your customers will lose interest 
  • Always include hard facts. Statistics, tactical solutions, and quantifiable data reign supreme here. They carry a case study, and they give you a nice impressive title to draw in the clicks, too.
  • Rely on great formatting. Do not write a case study that’s nothing more than a giant block of text. Use great formatting to keep the entire case study scannable and easy to read. Break it up with visuals whenever possible. 

1. Breadcrumbs

Breadcrumbs has a number of content-based case studies on our site, and you know we had to feature these case studies first! 

These case studies both accomplish everything we’ve discussed above; they detail a client’s problem and pain points, explain the solution, and share the results and client testimonials. All the major boxes are checked.

What these case studies do differently than most, however, is they use a content-focused approach. The case studies aren’t just boasting about the amazing results our clients have seen, but they actually share enough actionable information for other clients to replicate their success, too. 

Let’s look at our case study, How to Reduce Your SLA by 99% . It discussed how a single client did reduce their SLA by 99%, but it also gives enough information that other users can discover how to use lead scoring to reduce SLA successfully themselves. 

The case study is downloadable, which a “Download” button at the top of the page next to “Request Demo” and “Start Free” CTAs. It also features a well-formatted “What you’ll learn” section to engage users and assure them that they won’t just be reading about a client story, but they’ll walk away with something helpful.

Case Study Examples: Breadcrumbs

One other thing to note here is that some B2B case studies can feel, for lack of a better word, a little cold. The client’s business name is mentioned, but pain points are relatively clinical and the tone is dull. That’s not the case with the Breadcrumbs case studies, where individual client contacts are referred to by first name and are written in a more conversational tone. It feels much more personal, and at the end of the day, we’re not just selling to businesses—we’re selling to the people who work for businesses. 

Case Study Examples: Breadcrumbs

2. AdEspresso

Want to turn your case study into a lead magnet? This case study example from AdEspresso is an excellent demonstration of how to use case studies not only to pique users’ but to actually convert them to leads.

Case Study Examples: Adespresso

Here’s how it works:

  • People go to the case study part of the site, find it through organic search, or are referred there by email, paid social ads, or blog posts
  • They read the title and the description, which mentions the company name, what was accomplished, a brief explanation of how (here, it’s split testing, targeting new and existing audiences, and AdEspresso)
  • The description gives a concrete result–“GlobeIn doubled its revenue”
  • They encourage users to download the PDF 

While most of the case studies that we’re looking at are published on their brands’ sites, this one works as a lead magnet. When users click the “Download PDF” CTA, they’re taken to a landing page with a lead form. 

Case Study Examples: Adespresso

The landing page touches more on what results were achieved, but still requires users to download the PDF to find out exactly which strategies were used. This works because the case study isn’t just stating “our tool gets more results,” it also offers strategic insights similar to a blog post that readers can leverage to improve their own campaigns. 

If you create case studies that get strategic and are heavily content-based instead of just sharing results, they can act as a different kind of touchpoint in the digital sales funnel .

3. Freshbooks

Most businesses have multiple different buyer personas and audience segments that they’re targeting at any given point in time. When you want your case studies to really be effective, publishing diverse content that really speaks to each of those segments is crucial.

Freshbooks ’ case study examples really showcase how you can do that well. Their case studies feature brief customer stories from “relatable” small businesses (aka not mega CEOs of Fortune 500 companies, who are not Freshbook’s core Facebook target audience) talking about how their business used the tools to benefit.

You can see the different personas represented here. One is an agency that wanted to scale quickly; one case study example featured a growing franchise. Another was for a small business that needed help with tax prep, and the last pictured here is a freelancer who uses the invoicing software’s time tracking features to measure productivity and assess rates. 

Case Study Examples: Freshbooks

These are four very different types of businesses, and it shows potential leads in each audience segment that there’s a reason they should use this tool. By highlighting different use cases, it can increase lead generation for all high-value audiences by appealing to their specific needs instead of just highlighting general stories that would appeal to all.

4. Disruptive Digital

Disruptive Digital is a paid social agency while a high-level holistic approach to advertising. Instead of looking at “general best practices” that you could find on ten other blogs in five seconds or less, they offer strategic insights that showcases how they really get their customers result. They make case study examples a central part of a large number of their blog posts.

Case Study Examples: Disruptive Digital

They’ll write a blog post about a high-level topic like “how to calculate your target ROAS,” and then show a case study with real client data to walk you through the process. This is more powerful than hypotheticals when you’re talking about data-driven PPC campaigns, and they always use it to back up their arguments as well as teach a strategy. 

While these case study examples aren’t on a dedicated landing page, they work by appealing to users more towards the top of the funnel . It helps to build trust and establish credibility early while setting their blog posts apart. It’s good for their content marketing and lead generation efforts. 

5. CoSchedule

CoSchedule is a well-known SaaS content and social media planning and organization tool, and their case studies are phenomenal. 

They do a few things well. The first is by featuring different types of clients in their case studies. In the case study example below, they’re showcasing not a brand, but a University alumni group. 

Their formatting is also great. The first thing you see is “This 5-Person Marketing Team Managed 12x More Work While Working Remotely” in bright blue across the top of the page. They’ve also got a quick-reference, quick-facts bar on the side of the case study that lists the brand name, the brand’s site, the industry, company size, and marketing team size. Here, you can download a PDF of the case study, and immediately under there is a CTA to request a demo (also in blue, ideally to have the eye go from the headline to the CTA).

Case Study Examples: Coschedule

The case study itself is well written, and you can read the full study here . It breaks things down by sharing the challenge, the solution, and the results. As you can see below, they have a graph in bright colors to showcase exactly how impactful those results were, with the results in bolded text underneath it. They finish it off with a quote from a key team member to really drive it home.

Case Study Examples: Coschedule

As far as case study examples go, this one is pretty perfect. The design is excellent, with quick-reference data, important facts highlighted, great design elements to draw the users’ eye and attention where you want it, and a customer quote. They also have a strong CTA to get in touch, which can get the process moving quickly, or the option to download the case study (turning it into valuable content and a lead magnet) if the customer chooses.

6. ONESOURCE

ONESOURCE  is a tax preparation product from Thomas Reuter’s, and the site features the below case study of The Cheesecake Factory—a major American brand—to help showcase value and generate sales. 

Case Study Examples: Onesource

As far as design goes, this case study is clean, organized, and condensed. It’s like a digital brochure, with all the information cleanly broken down into bullet points, key quotes and statements, and subheadings. 

They share only the core information that’s needed (including what products were used, what was accomplished, and data about the Cheesecake factory’s tax department) and nothing that isn’t. It’s to the point and highly effective.

Slack is one of the most popular instant communication chat tools available right now, and especially after everyone had to work from home during the pandemic, we’re guessing a large number of readers are familiar with the platform.

Their case studies are, as you’d expect, strong and well-written. They’re longer and read almost more like a story-driven blog post than studies like CoSchedule’s fast-facts, brief-and-to-the-point content. But this works for this brand; storytelling is powerful, after all, and it’s memorable and relatable.

Case Study Examples: Slack

In this case study, they use storytelling to really highlight the company’s pain points, focusing on how shopping habits changed and impacted businesses during COVID-19. They focus on Shipt, a grocery-delivery company that was thrust into high demand quickly. 

The case study talked about how Shipt had been using Slack for years, but how they really embraced advanced features and integrations during COVID to get the most out of the platform. They then share how the company uses it, and share data and statistics about usage . 

There’s a quote from the director of IT in there, too, to stress the importance, and you’ll see they have a “quick facts” tab on the side with a powerful quote that highlights the value, key integrations that were featured, and a CTA to both contact the sales team and to try Slack for free. 

Case Study Examples: Slack

They have a full page of case studies available, all of which state what Slack helped accomplish in a storytelling format as opposed to going hard with the data upfront. This feels more casual, but is just as powerful.

8. Culture Amp

We’re going meta. We just looked at case study examples from Slack, and now we’re going to look at a case study example about Slack. 

Culture Amp helps brands maintain and facilitate their desired communication culture through feedback and communication response.

Case Study Examples: Cultureamp

This case study features my favorite quick facts tab, sharing the brand name featured in the case study, a sentence each about the challenge, solution, and result. And there is, of course, that “request demo” CTA. 

The case study does a few things that you don’t see a lot. They introduce two of the key figures in the Slack department who worked directly with Culture Amp, giving it a more personal touch and adding more credibility to the study.

It’s also well-written and engaging to read. Sentences like “Company culture is Slack’s North Star” aren’t your standard technical and almost clinical “just the facts, ma’am” approach to case studies. The case study is longer than some others, but the creative writing can keep you hooked, and it thoroughly explains how the single brand used the product and services to excel.

9. KlientBoost 

We’ve already looked at one case study from a marketing agency, but the way KlientBoost has their case studies set up, it’s well worth taking a look at another.

Their numerous case studies are found under the “Results” tab on their site, making them all readily visible and easy to locate. It also increases the odds that users will stumble across the case studies on their own, even if they weren’t intentionally looking for them.

And one thing worth noting: They’ve got a sorting feature to “show me clients who” meet certain qualities like “are worth billions, “got acquired,” “have small budgets,” and “have crazy complex offerings.” 

This is an easy way to tell all of their potential clients that “yes, we take clients like you and get results!” while making it simple for them to find proof. 

Case Study Examples: Klientboost

The case study itself is of course well-written and designed, too. You’ve got a bold, color-contrasting header at the top in large text that lays out core benefits (x results in just three months), with more detailed results visible on the side.

Case Study Examples: Klientboost

They also break down the different advanced advertising features they used, a customer quote, and an image of what the ads looked like to bring the whole thing together. This shows prospective clients exactly what they can expect when working with the agency, and it builds a massive amount of trust. 

10. Omnivore 

Omnivore.io is a menu management tool designed specifically for restaurants that integrate with other tools to streamline the guest experience.

The content we’re going to look at is a great example of case study creation for hyper-niche industries that have specific needs. 

It’s presented as a standard blog post, but the H1 title says exactly what benefits the company achieved, and they still have a “more seating options, more problems” header to present the challenge in a creative way. 

Case Study Examples: Omnivore

They then explain how the TableUp app works with Omnivore’s tech and other integrations to be able to offer additional services to customers like adding their party to a restaurant’s waitlist, joining email lists for points, making to-go orders, and more. 

Case Study Examples: Omnivore

They also shared an example of how a real client (Budweiser) used the feature, and included a blurb about the integrating tool. 

You’ll notice that this case study looks a little different from others that we’ve looked at. It doesn’t have a lot of hard numbers or super detailed examples, but it works because it showcases a specific integration and details specific uses. 

This is, in many cases, going to be an audience focused on use case value more than just statistics; if the tool can do what’s needed, that’s what they’re going to care most about. So this formatting works. 

11. Pepperi

We’re on a food-themed case study roll right now! Next, we’re going to look at a case study of how Chex Finer Foods worked with the Pepperi omnichannel B2B Commerce. 

This case study is long . It’s much longer than the others that we’re looking at, with 6 total pages of content (though some are heavily dominated by images). See the entire case study by clicking above. 

Here’s why it works though: They keep the “Challenges” brief and the client breakdown visible right upfront to show users why they should care. 

Case Study Examples: Pepperi

The solutions section is also brief, explaining how Pepperi solved the company’s challenges. That all happens within the first page of the case study. 

Case Study Examples: Pepperi

The rest of the study has five pages that look like this, showing visuals that highlight the exact product that users received when working with Pepperi. There’s no hypothetical mock-up; you get to see the mobile app, the site, the home page here. Other pages show how search results work for brands with extensive inventories, along with features like analytics, multi-product views, and more. 

Case Study Examples: Pepperi

For customers who really want to understand what they’re getting and why they should choose this particular service, there’s no doubt. They can see what the interface looks like, and what real clients’ platforms offer. 

12. DOTVOX 

DOTVOX sells hosted VoIP business lines to their clients.

There are a few reasons I really liked this particular case study.

First, they do a great job showcasing how their specific technology can benefit a specific type of client: a multi-site company that needs help with business communications. This is niche enough that some other tools may not be able to help (or that may be a concern that some customers have). 

Case Study Examples Dotvox

They also focused the case study on a business in the financial industry, letting other clients in that niche know that they offer secure communication options suited for banks, mortgage lenders, and more. These are high-value clients, so it’s a solid choice. 

Later on in the case study, they break down the individual results, services, and solutions achieved. The “Feature-rich” part is my favorite; they detail unique features that other tools may not offer and explain briefly how they work. 

Case Study Examples: Dotvox

Potential leads reading this can get a good idea of what’s possible. 

13. PortaFab 

Last but not least, we’ve got this case study from PortaFab . 

The reason I really wanted to look at this particular case study is that it’s not selling a service or a SaaS tool; it’s a physical product being sold to businesses. That automatically changes things up a bit. 

They, of course, have a brief overview of what the project entailed, but it’s organized a bit differently. They featured the challenge on the right side of the case study and the project overview and benefits provided on the left. 

Case Study Examples: Portafab

Underneath this, however, they’ve got their solution featured, along with an extensive photo gallery showing the finished project. 

Case Study Examples: Portafab

Allowing customers to easily visualize the end result is important for physical goods, so this was a smart call. 

14. Strands Retail

Strands Retail sells personalization and product recommendation software to eCommerce brands. Their case study below features the work they did for mega-brand Chewy.

Case Study Examples: Strands Retail

Featuring this particular client was smart. Chewy is highly regarded for the exceptional customer service experiences they provide, so linking themselves to the brand is a good move. It’s also a massive company, and since the case study focuses on the fact that Chewy needed a solution that scaled with their brand, it gives them outstanding credibility in terms of the potential to serve enterprise-grade clients.

The case study is visually solid and well-designed, too. Since not all leads want to read the details and just want a few quick stats, featuring a few impressive key stats at the top in contrasting colors or with graphics (which they do here) can get the point across quickly and really exemplify how beneficial the product was. 

15. Codeless.io 

Like Breadcrumbs, Codeless.io takes a content-heavy approach to the case studies they feature on their site. 

They don’t just want to show results (which are crucial for a content marketing agency to do in order to leverage trust), but they want to prove that it wasn’t just luck. They got their clients real, sustainable results with careful processes, and they can do the same for you, too. 

Let’s look at an example. Their Loomly case study boasts an impressive 827% increase in CTR by updating the client’s existing content. This is smart, because it highlights a service many agencies may not offer and demonstrates the value of the service to clients who may be reluctant to spend on updating existing content. 

The case study itself is written and formatted almost like a blog post and case study hybrid. You’ve got the essential details about the company listed off to the side, but there’s also an entire H2 section that details more about the business in question. 

Case Study Examples: Codeless.io

They also are incredibly transparent in the processes they used to help their client obtain impressive results, and this is something you won’t see many agencies do because they don’t want to “give away their secrets.” This builds trust, however, because clients can see that there is an actual strategy and that the company can help them, too. Everyone walks away from the case study without a doubt that Codeless was responsible for these results, not luck. 

Case Study Examples: Codeless.io

16. WizeHire 

WizeHire is a hiring platform that helps businesses find the types of applicants they’re looking for, and their case studies do an outstanding job showcasing exactly how their products work and how they impact clients.

This case study , in particular—which features their client over at Mazda—is a great case study example to look at.

Their formatting is a little different than some of the others on this list, but it’s still undeniably effective. Towards the top of the case study, they have a “How We Helped” section. It introduces the point of contact, the client’s past pain points, and basic “before and after” points to highlight the value of the tool. This is a great quick overview to introduce readers to high-value concepts quickly. 

Case Study Examples: Wizehire

They also use multiple media here, including images, video, and diverse text formatting. This makes the case study visually appealing and more engaging. If you want to just skim quickly through bullet points you can, but there’s also a video where the client raves about their experience.

And, of course, you’ve got a detailed results section highlighting how the client received long-term value from the product, featuring great statistics and a strong client testimonial. 

Case Study Examples: Wixehire

Kosli is a highly technical tool for software developers and dev ops teams, and their case studies are a great example of how to discuss extraordinarily technical topics in an approachable way.  

Let’s look at this case study , which promotes how their client Firi delivered over 100,000 changes without worrying about compliance. The case study itself is relatively short, but that’s okay, because it doesn’t need to be long to be effective.

It efficiently stresses that Firi operates in Norway, which has some of the most demanding sets of regulatory standards across the globe. That automatically assures customers that no matter where they’re based, this tool can help, making this client selection for the case study a great choice. They also explain the value upfront—100,000 changes and a proven audit trail if needed. 

Case Study Examples: Kosli

The formatting of this case study is smart, cleanly listing common challenges and then solutions. They had a “counterpart” solution, if you will, for each challenge listed, showing how they were able to help the client directly. 

Case Study Examples: Kosli

And while there isn’t a long list of statistics or improved performance in this case study, that’s okay, too; not every case study absolutely needs that. Instead, they have an explanation from their client (a CTO of the company), who explained why the software was so invaluable for their needs. 

Case Study Examples: Kosli

Final Thoughts

Case studies can be powerful tools used to generate and convert leads, boosting your overall revenue. And as you can see above, there’s no one-size-fits-all requirement for what an effective case study looks like or even where it should appear on your website . Take some time to think about what information you want to present and how it would be most effectively portrayed to your leads. This is a good starting point, and make sure to remember to get your design team’s input, too, so it looks and reads well. 

Ready to get more conversions from the case studies you’re creating? Make sure your sales team is ready to nurture incoming leads with lead scoring! Book your free demo of Breadcrumbs today.

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Your guide to creating customer case studies (+ some show-stopping examples).

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Teams are constantly looking for ways to stand out in crowded markets. Customer case studies may be just the differentiator companies have been seeking to give them that competitive edge. Not only do customer case studies showcase the types of pain points that a product or service can address, but they also highlight the results and successes real-life users have seen.

To put it simply, a customer case study is a real-life, detailed story that spotlights a customer’s opinions and achievements based upon the usage of a product or service. 

customer case studies examples

Typically, customer case studies follow this format:

  • Introduction: Setting the stage with situational context 
  • Challenge: Evaluating the problem at hand
  • Solution: Providing an overview of how the product or service was used
  • Benefits: Highlighting the key advantages
  • Results: Recapping the aftereffect once the product or service was implemented

Similar to how competitive comparison landing pages provide trust and credibility for a brand through real-life recommendations, customer case studies deliver the same effect. These studies are people-focused, factual, and stray away from the promotional lingo that prospective customers have seen time and time again during their product search. After all, what prospect wouldn’t want some insight on the successes users have seen thus far? 

Now that you have a better understanding of what a customer case study is, let’s dive into why they are important from a competitive standpoint and explore some tips on how to incorporate them into your marketing strategy.  

The importance of customer case studies 

Competition is heating up more quickly than ever before and is not expected to cool off anytime soon. Our 2021 State of Competitive Intelligence Report found that 53% of businesses say that the majority of their deals are competitive–an 8% increase from last year. 

Sales teams need the help of marketers more than ever before to combat the growing number of industry rivals. To be successful in prospective calls, in particular, they need to be equipped with loads of marketing collateral, battlecards to guide them through objection-handling, and more. Customer case studies may be that piece of collateral they didn’t realize was missing from their stack to help seal the deal. 

According to Eccolo Media’s 2015 B2B Technology Content Survey Report , customer case studies rank as the fifth most influential content marketing type in the purchase process for both small technology businesses and large enterprises. That’s an impressive ranking when it's being compared to assets such as product brochures, emails, and white papers. In fact, 42% of respondents said that in the last six months of the survey, they had consumed customer case studies as a way to evaluate a technology purchase. 

As I’m sure you can see, there’s no doubt that customer case studies can help you stand out from your competitors. Let’s take a look at some examples that you can model yours after. 

Successful customer case study examples

While some customer case studies come in the written form (typically distributed as a PDF), other organizations opt to turn it into a video–or do a combo of both. 

Check out these examples from Zoom, Hootsuite, and AT&T below:

1. Zoom featuring Groupon

In this example, Zoom opted for a video case study. It opens up with a multimedia services manager at Groupon discussing the company’s pain points and then goes into how Zoom helped solve them. The video is professional, to-the-point, and highlights how Zoom has provided Groupon with a standardized platform that meets the needs of its video-first culture.

customer-case-studies-zoom

As you can see above, Zoom also has an entire web page dedicated to case study videos–all highlighting different industries but with the same end-goal–streamline companies’ telecommunications needs. It’s clear that the page can resonate with a variety of audiences and that’s the key to success.

2. Hootsuite featuring The British Museum

customer-case-studies-hootsuite

This case study example from Hootsuite is a combination of both text and video. When you first open the page, it provides some context at the top describing who is being spotlighted and why ( The British Museum ). The page then immediately dives into a video. Following that video are the following sections: “What They Did," “How They Did It," and “The Results." This approach appeals to prospects looking for both a quick synopsis (the video) or more in-depth information (the written portion).

customer-case-studies-hootsuite-2

Looking at the example above, the page ends with some impressive statistics bolded to grab a reader's attention and a quote provided by a member of the customer’s leadership team. Prospects will walk away with a comprehensive understanding of how the platform could benefit them and the types of results customers have achieved.

3. AT&T featuring Birkey's Farm Store

customer-case-studies-att

AT&T chose a more traditional route for a customer case study with Birkey’s Farm Store –a PDF format. This format ensures that all of the information is organized, clearly displayed and that the key elements are emphasized. This format allows for a visual representation of data and easy scanning for important details. For those in a time crunch, chances are they’ll prefer this format–just be sure you’re engaging readers through graphics, bolded text, colors, etc. 

Historically, customer case studies were in written form but as technology evolves, videos have come into play, stealing the spotlight. While there is no right or wrong format to use (it truly does depend on a reader’s preference), it is important to note that HubSpot estimated that over 50% of consumers want to see videos from brands more than any other type of content. My vote goes to a combination of both like the Hootsuite example!

5 tips for creating a customer case study

Now that you’ve checked out some examples of what a good customer case study looks like, let’s dive into some tips on how to be successful in creating one. 

1. Determine your target persona(s) upfront

Before putting pen to paper, pinpoint the groups within your target audience that your case study should resonate with. Catering your studies to specific personas will ensure that the right audience is reached and that it is relevant to your readers.

2. Connect with your team

Be sure to connect with your company’s customer success and sales teams to hear what customers they think are best to target. After all, they will have great insight since they are the day-to-day contacts. You’ll want to choose customers with whom you have strong relationships and who, of course, have seen great results based upon implementing your solution. While the case study would be “free advertising” for them, there’s no doubt that they’d be doing you a favor by going out of their way to help you bring this asset to life.

3. Create case study interview questions

Once you’ve got your customer(s) selected for the case study (and they’ve agreed to participate), take some time to draft out universal interview questions. Ideally, these questions can be used in the future and are general enough to translate to all industries that would be spotlighted on your page.

Your customer(s) will also be appreciative of your preparedness. It’s important to make the process as easy as possible for them and coming in prepared with a list, will ensure that your conversation is focused and strategic. After all, your case study needs a beginning, middle, and an end–make sure you gather enough information to put it all together into a full story.

4. Utilize statistics

Although your customer’s “results” won’t be revealed until the end of the case study, don’t shy away from using stats throughout it–in fact, it’s encouraged! Statistics stick out to any viewer and can be helpful for those trying to sway decision-makers. For example, when setting the scene, describe how many employees and locations the customer has and make those numbers stand out. Although it may seem minute, these stats can help readers determine whether their company is similar and the results achieved are comparable.

5. Build out a case study web page 

It’s important to showcase your case studies in a strategic, organized, and easily accessible way (scroll back up to the Zoom example as an example). Create a designated case study hub on your website. When building out this page, it’s important to have a plethora of customer case studies–that way there will always be a case study that a prospect can relate to. Be sure that all types of industries you work with are represented and that your page is broad enough to appeal to the masses.

Incorporate case studies into your marketing plan

Marketing teams are always looking for ways to express the benefits of a product or service authentically and creatively. This type of non-promotional collateral can make a major impact on the number of leads generated and can add a new level of credibility to your brand name. It paints a picture of the types of success a prospect could have and that’s the recipe to success for any deal getting closed.

Not only do customer case studies showcase the value of your product or service, but potential customers are provided with a better sense of how real customers leverage it to excel their business. And as a bonus, it’s free publicity for your customers – that's a win-win in my book! 

If you have any other tips for creating a successful customer case study, let us know in the comments below!

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How To Write a Case Study That Speaks to Your Customers

How To Write a Case Study That Speaks to Your Customers

How to write a customer case study in 6 steps

  • Identify the need
  • Identify the subject
  • Conduct your interviews
  • Cover the basics (who, what, how)
  • Provide the right framing
  • Include emotion

For a prospect who’s just about to make a purchase, a case study could be the most helpful piece of content they could come across.

A case study tells the story of a customer just like them : someone who faced a similar challenge and, with the help of your business, overcame it. This prospect can see themselves in the case study, and the testimony of a real-life customer will have more weight than any other marketing materials you have. 

But, as with any piece of content, a case study needs to be produced in just the right way to have the most impact. Too vague and the effect is lost. Too salesy and the prospect doesn’t trust it.

The best case studies are detailed without being dry, and poignant without being mawkish.

At IMPACT, we guide our clients to write compelling case studies that they can use with prospects in the sales process. Below, we’ll give you the step-by-step guide we teach so that you can put this powerful tool into the hands of your own sales team.

Below, we’ll cover:

  • What a case study is (and isn’t).
  • How to write a case study in 6 steps.
  • Examples of great case studies to inspire you.
  • How to know if your case study is working as it’s supposed to.

Ready to tell your customers’ stories? Let’s walk through this process together.

What is a case study?

A case study is a piece of content that tells the story of a customer’s journey. Ideally, this customer struggled with a specific problem before they found your business and your solution, which alleviated the pain point. 

Case studies are so effective because they balance anecdote and quantitative data, so they appeal to both the head and the heart. 

Marketers, after all, are storytellers, and case studies are a wonderful chance to tell the story of a customer . Humans are hard-wired to appreciate stories of struggle and triumph, so your case study should fit right in. 

A case study will usually take the form of an article, but it could be a video or other medium as well.

Most often, case studies are written with bottom-of-the-funnel prospects in mind. As someone approaches a purchase, the case study can help convince them that buying from you is a good idea. 

What a case study isn’t

Although a case study is marketing material for your business, it is not about you . The customer is the hero of this story. Your business is the guide that helped them overcome challenges and succeed.

Case studies should include emotion (more on that later), but they should not be sentimental or emotionally manipulative .

How to write a case study in 6 steps

Jen Barrell is a content trainer at IMPACT who works with businesses to plan their inbound marketing strategy. She has guided numerous clients through the case study writing process. 

She advises a six-step process to produce a rough draft, after which you should follow your normal process for QA and publication. 

These are the steps she asks businesses to follow. 

Step 1: Identify the need

Before you begin, Jen says, you must determine the need this case study will solve. Ask yourself these questions:

  • Who are you actually writing this for?
  • What key problems are you trying to solve for the reader?
  • At what stage in the buying process will this case study be used?

Having answers to these big questions up front will save time in the long run. You want to be sure about your audience and your scope so that you know exactly how to tailor your message to suit your future customers. 

Step 2: Identify the subject

Second, you’ll need to determine who you’ll be writing about. It could be a business or an individual, depending on what you sell, but it should be a single customer, so focus on only one.

Talk with your sales and service teams to decide on some previous customers who could be good subjects. Compile a short list of possible candidates and reach out to them, explaining the process and timeline.

According to Jen, this is a time to follow the path of least resistance. “The best case studies are created out of interviews,” she says. “You want to talk with people who are enthusiastic and genuine.” 

In other words, if they’re resistant to your initial outreach, they’re likely to be a less compelling interview subject. 

Step 3: Conduct your interviews

A good case study tells a story. You’ll need to compile solid evidence to show the effect your business has had on that customer’s life.

  • Did your insurance company help them rebuild after a disaster?
  • Did your team help them win their court case? 
  • Did your marketing plan help them successfully launch a new product line? 
  • Did you provide alternative solutions for their design process so they could be more efficient? 

Whatever the case may be, you’ll need the numbers to back it up. What was it like before, during, and after your company’s involvement? What initial challenge did they face? What positive results did that customer eventually see? How long did it all take?

You’ll need to do research to find the raw data to make these key points. You can get some from your team and some from the subject.

But a case study isn’t just about numbers and profit. Sure, these may be your main findings, but you don’t want to overlook the human element. You’re telling a positive story about transformation. 

In your interviews, make sure to ask questions about the people behind the numbers. Ask questions about the emotions they felt during their journey.

Step 4: Cover the basics

Any reader looking at a case study is looking for very specific information. They want to know the same thing:

  • Who is the customer being described? What makes their story relatable?
  • What were the problems they were facing? What challenges did you help solve? What other possible solutions did they try or consider?
  • How did your company’s offerings — whether product or service — help the customer succeed?
  • Results: What did their success look like? How long did it take? What were the details of the experience?

If you cover these basics in every case study you write, you’ll produce a consistent product that is digestible for bottom-of-the-funnel prospects in the final stages of a purchase.

Jen says, “This is a time when having a formula to follow will serve you well. Prospects might read several case studies at once, so make sure they’re easy to read and well-structured.”

Step 5: Provide the right framing

As the writer, it’s up to you, to provide the right framing and structure to make your case study grab the reader’s attention while at the same time conveying relevant facts that might feel dry.

This starts in your introduction. 

Most case study intros jump right into the who-what-how without providing the context of what’s to come. Instead, Jen advises using a “P-E-P” approach in the intro to hook the reader. Think of this as the welcome mat of your case study, she explains. “In your introduction, start by identifying the problem , then demonstrate your experience , then offer a promise .”

  • Start by connecting with the reader by showing them you recognize the problem they’re experiencing. For instance, if you’re writing a case study that shows how your roofing company helped a customer replace their roof after a hurricane, then most likely the people drawn to that particular case study are experiencing a similar situation. 
  • Then you’ll want to provide the context of the case study by telling them who you are and the expertise you have to solve their problem. While the case study certainly isn’t about your company or product, the reader does deserve to know who’s advising them. 
  • Finally, your intro should make a promise to the reader about what’s to come. This is the space where you’ll preview to your reader what the payoff is for reading through to the end.

What the P-E-P approach looks like in practice

For the example above, the case study introduction might look something like this:

The worry that natural disasters cause homeowners can easily turn to panic when a worst-case scenario occurs. The loss of a roof during a storm both exposes the physical contents of your home and tests your emotions. You’re left wondering how long it will take to repair, if your house is safe to live in, how you’ll deal with insurance, and who will help you navigate through this mess in the coming days. [Identify the problem.] As a Florida-based roofing company, Acme Roofing has helped 20 families in the past year alone repair their homes when the unthinkable happened. Jane Smith and her family lost their roof in the last hurricane and have some crucial advice for not only making it through this trying time but coming out with a home that’s both beautiful and safe for her family. [Show your expertise.] Keep reading to find out what happened to Jane’s home and the steps she took to secure a safe place for her family. [Offer a promise of what’s to come.]

Any article could rely on this intro format, but case studies are especially well-served by this approach, Jen says.

From there, each section of the case study should smoothly lead into the next. Be sure to provide transitions and appropriate pacing. This should be informative, but not dry like academic writing. 

Step 6: Include emotion

Be sure to include human elements that convey to the reader that this is a real story involving real people. There are emotions connected to every decision we make, and conveying these in the case study will enhance its appeal to your audience. 

Was he afraid he would lose his business?

Was she frustrated by previous products that didn’t solve her problem?

What did they feel when your business stepped in? Relief? Joy? Satisfaction? 

Include these emotions .  Case studies often come across as extremely dry, but this is one article type that can carry heavy emotion. Use the emotion of the people you got to know during the interview process. 

After you’ve completed these steps, you’ll have your rough draft. Share it with the customer whose story you’ve shared. See if anything needs further exploration or additional background information.

Bring together two or three trusted colleagues who can serve as editors. Avoid having too many cooks in the kitchen, though.

Then, polish and refine what you have, including the feedback of your colleagues, to create your final draft. If necessary, work with a graphic designer to create visual elements to help enhance the story. 

Then, get that sucker in the hands of your sales team .

Case study examples to inspire you

What does an actual case study look like? There are dozens of ways your business could approach a case study, but don’t forget those core elements. You must tell a compelling story that will resonate with your target audience: potential customers who are almost ready to make a purchase. 

Example 1: IMPACT and Bill Ragan Roofing

Here’s a narrative-style case study that tells the story of one of our clients, Tennessee-based Bill Ragan Roofing. 

customer case studies examples

Note how writer Jolie Higazi balances the numbers and the human element. Readers feel like they’re getting to know this business and want to celebrate its success. 

Example 2: Screensteps and The Peninsula Jewish Community Center

Screensteps provides training software to businesses for onboarding and other instruction. Here is a case study explaining how they helped a nonprofit implement a new CRM for more than 200 employees. 

customer case studies examples

With wit and illustrations, they tell the tale in a way that is accessible and engaging. Again, this doesn’t feel like research writing. It reads as a compelling narrative — and includes quotes from various stakeholders throughout. 

Evaluating your case study

How will you know if your case study is any good? 

Simple, says Jen. Listen to your sales team. 

In most cases, case studies will be used by your sales team with bottom-of-the-funnel prospects who are close to a decision. Jen advises that marketers check in with sales reps to see exactly how the case study landed with a prospect. 

Did they ask follow-up questions? Did they see themselves in it? If your case study is covering all the bases, your sales team should be raving about it. If not, go back to the drawing board and make it better.

If your case study is aimed at a broader audience, evaluate it the way you would any article. “Look at your conversion data,” Jen says. “Make sure that your bounce rate is low because that shows your audience immediately wanted to learn more about what you offer.”

The real-life stories your buyers need

Case studies are incredibly useful for your sales team and helpful for your buyers. However, keep in mind that they need to be regularly updated to avoid looking stale. If you tout yourself as a cutting-edge business but your case studies all come from five years ago, you might inadvertently hurt your chances with a prospect. Even a great example might not age well.

Once you produce a case study, it will be up to you to update as needed. Set aside time each quarter to read through old content and make sure it’s up to date and still makes sense.

If you need help convincing your potential customers that your offerings are perfect for them, case studies are perhaps your greatest asset. Spend the time to tell these customer stories so that your prospects can learn about a real-life situation in which they can see themselves. 

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The 22 Best Case Study Examples That Boost Sales (+ Templates and Tips)

Jackie Jacobson

Jackie Jacobson | June 29, 2023 | Case Studies | 20 min read

Quick Links

  • 1.   What Is It?
  • 2.   Why They're Important
  • 3.   Case Study Length
  • 4.   Where Do I Put Them?
  • 5.   Case Study Format
  • 6.   How to Write One
  • 7.   Examples
  • a.   PDF
  • b.   Online

The Best Case Study Examples

  • 1.  Adobe: Royal Bank of Scotland
  • 2.  BrightEdge: Stanley
  • 3.  LeadGnome: Host Analytics
  • 4.  Bitly: Vissla
  • 5.  Taboola: The Line
  • 6.  OutBrain: Lane Bryant
  • 7.  Google Analytics: Optimizely
  • 8.  LinkedIn: HubSpot
  • 9.  LevelEleven: Staples
  • 10.  Life Size: Rackspace
  • 11.  Five9: Weed Man
  • 12.  LogMeIn: Extent Technologies
  • 13.  Red Hat: North Carolina State Websites
  • 14.  VMWare: CenturyLink
  • 15.  HPE: Mendix
  • 16.  Gravitate: Global Expeditions Group
  • 17.  IDEO: INFARM
  • 18.  Forge and Smith: Happy Planet
  • 19.  CoSchedule: English Heritage
  • 20.  Slack: OpenAI
  • 21.  Square: The Epicurean Trader
  • 22.  Bluleadz: BandGrip

Building an effective content marketing strategy that can take your prospects through every stage of the buyer's journey means creating a variety of content.

From relevant, informative blog content to engaging webpages, landing pages, whitepapers, and emails, a comprehensive content marketing strategy should run deep.

One powerful, but often underused, piece of content is the case study .

What Is a Case Study?

A case study acts a narrative, featuring real-world situations where certain products or services are used in a way that demonstrates their value. They are a special type of thought leadership content that brands can use in marketing and sales to guide their target audience to the decision stage of their buyer's journey . Engaging case studies walk prospects through how a real life customer identified a specific pain point , started using your product or service, and overcame that pain point while reaping additional benefits.

A case study is a unique type of thought leadership content that tells a story.

Case studies are narratives that feature real world situations or uses of products or services to demonstrate their value. A well written case study will follow a customer as they define a problem, determine a solution, implement it, and reap the benefits.

Case studies offer readers the ability to see a situation from the customer's perspective from beginning to end. 

Need an example of a case study? Check out some of our case studies here !

Why case studies are important.

A marketing case study is one of the most compelling content items in your sales funnel .

It’s the perfect way to guide people into and through the decision phase, when they have the best options laid out on the table and they’re ready to puzzle through that final selection.

Because of this, case studies are uniquely useful as bottom of the funnel content .

case studies are bottom of the funnel content

By the time prospects are ready to read case studies, they have a nuanced grasp of the problem in front of them. They also have a good selection of potential solutions and vendors to choose from.

There may be more than one option that’s suitable for a given situation. In fact, there usually is. But there’s just one option that fits the prospect best. The challenge is figuring out which one.

Since B2B decision makers aren’t mind readers, they need content to bridge the gap between “what they know about your solution” and “what they know about their own business.” The case study does that by showing how a similar customer succeeded.

The more similar the prospect is to the customer in the case study, the more striking it will be.

For that reason, you might want to have a case study for every buyer persona you serve. And naturally, case studies pertain to specific products or services, not your whole brand.

So, you could find yourself with multiple case studies for each buyer type.

However, the effort is worth it, since case studies have a direct impact on sales figures.

bofu-fill-pipeline

How Long Should a Case Study Be?

Honestly, the more to-the-point you can be in a case study, the better.

Great case studies should pack a lot of meaning into a small space. In the best examples, your reader can grasp the single main idea of each page in a short paragraph or two.

Each detail should build on the next, so they’ll keep moving forward until the end without getting distracted.

Sure, it’s no Dan Brown novel, but if you do it right, it’ll still be a real page-turner.

Note: Some businesses will have a brief case study in PDF form to use as sales collateral then a longer form, more in-depth version of the same case study on their website. In this case, it can be normal to write a lengthier case study.

Where Should I Put My Case Studies?

Anywhere you want, really!

Ideally, you should upload case studies somewhere on your website so new leads coming to your site have the opportunity to see just how kickass your business is at driving revenue and results for your current customers.

Whether it's an online case study or a PDF version, making your successes available to the public can prove just how valuable your efforts are.

Plus, make sure every member of your sales team has access to your case studies so they can use them as sales collateral to send to prospects and opportunities! A quick PDF attachment to a sales email can be very convincing.

It can also help to sprinkle links and CTAs to your case studies throughout your content:

Get Free Case Study Templates

The Best Case Study Format

  • Introduction: Provide context for the story.
  • Challenge: Describe the primary issue being faced.
  • Solution: Identify the product or service being used.
  • Benefit: Emphasize the most impactful advantages.
  • Result: Detail the specific outcomes the customer earned.

Like press releases, case studies often fall into a certain specific format.

While it’s not required that you have all of the possible topics in a particular order, picking a consistent format will help you accelerate production down the road. It also makes your content easier to read.

Many B2B businesses use the following approach:

  • Introduction: sets the stage by providing context for the situation.
  • Challenge: discusses the key problem that the customer was facing.
  • Solution: a basic overview of the product or service the customer used.
  • Benefit: recaps the solution’s top advantages – why it was the right choice.
  • Result: the positive business outcome arising from the solution and benefits.

This formula gives you enough flexibility to highlight what’s most important about your enterprise, solution, and the customer you’re showcasing.

At the same time, it ensures that your team will know exactly what information they need to compile to design case studies in the future.

It also serves as an intuitive trail of breadcrumbs for your intended reader.

How to Write a Case Study

writing-case-study

1. Ask Your Client/Customer for Approval.

This first step is crucial because it sets the layout for your entire case study. 

If your client or customer gives the ok to use their name and information, then you can add as much detail as you want to highlight who they are, what you helped them do, and the results it had.

But, if they would rather remain anonymous or want you to leave out any specific details, you’ll have to find a way to keep your information more generalized while still explaining the impact of your efforts.

2. Gather Your Information.

Like any good story, a marketing case study has a beginning, middle, and end. Or, you could think of it as “before, during, and after.”

Before: The Problem

Your case study will always open by presenting a problem suffered by one of your clients.

This part of the study establishes what’s at stake and introduces the characters – your company, the client company, and whichever individual decision makers speak for each side.

During: The Solution

Once you define the problem, the next step presents your offering, which serves as the answer to the dilemma.

Your product or service is, in a very real sense, the hero of the story. It catalyzes the change, which you describe in terms of your features, advantages, and other differentiators.

After: The Result

In the final step, you discuss the “happy ending” brought about by your solution.

Returning to the “stakes” you established at the very start, you expand on how much better things are thanks to your intervention. You want prospects to imagine themselves enjoying that level of success.

3. Get a Quote.

Of course, a study about two corporations isn’t very interesting on its own. The best case studies personify the protagonists, including the vendor and the client company, by having plenty of quotes peppered throughout the entire story.

Naturally, the business problem to be solved is the big, bad villain here, so you want the client (and preferably, your own team as well) to weigh in on that problem: How complex it is, what solving it would mean, and what not solving it would cost.

Then, as the situation turns around, testimonials become essential.

Naturally, the longest, most emphatic testimonial should come from the top decision maker. But you should aim to include a glowing quote from many different stakeholders – representing the full cast of “characters” who might be making consensus buying decisions around your solution.

Note: Don’t use a testimonial or quote if your case study is anonymous. 

4. Find Some Compelling Graphics.

A case study isn’t a whitepaper: You shouldn’t be trudging through page after page of text.

In fact, some of the most powerful case studies establish their own vivid, graphics-heavy style – looking a lot more like an infographic, or even a magazine, than traditional B2B marketing collateral.

Color blocks , strong contrasts, skyscraper photography, and hero shots are all on the table when it comes to case studies. The more data you have to convey, the more creative you should be in presenting it so it can be understood at a glance. 

15 Great Examples of Offline Case Studies

1. adobe: royal bank of scotland.

adobe-case-study

This study focuses on the solutions Adobe provided for the Royal Bank of Scotland. Their top challenges included fostering a culture of data driven decision making, eliminating disjointed systems, and delivering digital experiences that are relevant and easy to use.

Adobe's approach resulted in a 20 percent increase in conversion, as well as improved internal communications, faster optimization, and a reduction of their content management footprint. 

2. BrightEdge: Stanley

In 2015, Stanley consolidated two separate brand web properties into one site. The process needed to mitigate traffic disruption, improve traffic, and increase organic search results.

The results? Almost 40 percent of keywords Stanley ranked for were on the first page of organic results, and the company generated a 100 percent lift in revenue, thanks to support from the BrightEdge platform.

3. LeadGnome: Host Analytics

leadgnome-case-study

Host Analytics moved to an account based marketing strategy in 2015. They noticed that the marketing efforts were limited by a large number of low quality needs.

Their problem was solved when they used an automated email marketing approach from LeadGnome to nurture and qualify leads via email marketing.

4. Bitly: Vissla

Vissla is an online ecommerce company with a need to understand big data across multiple marketing platforms.

Bitly provided a a way to consolidate data and literally link channels together to display all information on a single dashboard.

5. Taboola: The Line

taboola-case-study

The Line is an online boutique that offers shoppers a unique experience and showcases products that can be found at their brick and mortar store in NYC's Soho neighborhood. Their goal was to increase first time visitors to their site.

Taboola offers a product that drives first time users. The result? Over 72 million impressions within three months, and email subscriber growth of 12 percent.

6. OutBrain: Lane Bryant

Lane Bryant, the leading retailer for women sized 14 – 28, launched a campaign designed to celebrate all women and redefine the traditional notion of sexy with a simple message – ALL women are sexy.

The goal was to amplify the campaign and drive traffic and engagement.

The result? OutBrain used media amplification to take the campaign viral, resulting in over 48,500,000 impressions in just two weeks!

case-study-template-inline-cta

7. Google Analytics: Optimizely

optimizely-case-study

Optimizely is a leading online A/B testing and user experience optimization platform that offers innovative data-driven marketing solutions to maximize user experience and keep them coming back for more. 

The challenge they faced was better identifying page views to determine where customers are in the buying cycle.

The solution was provided by using data from Google Analytics Premium to successfully move leads through the sales funnel.

8. LinkedIn Marketing Solutions: HubSpot

HubSpot, in search of quality leads, turned to LinkedIn Marketing Solutions to engage with marketing professionals in small to medium sized businesses, targeting them with ebooks, webinars, and how-to guides. Sponsored organic content appeared in members' LinkedIn feeds.

The result: 400 percent more leads within their target audience than efforts on other platforms.

9. LevelEleven: Staples

leveleleven-case-study

LevelEleven helped Staples focus their teams on the critical sales activities that matter.

The end result? Their team developed a better understanding of the KPIs that matter and experienced a 182 percent increase in key selling activities.

10. LifeSize: Rackspace

Rackspace is a world leader in hybrid cloud computing with offices throughout the world. The challenge was collaborating and communicating across offices.

The approach? LifeSize created a video solution to build stronger relationships across international offices.

11. Five9: Weed Man

weedman-case-study

Five years ago, the lawn care company Weed Man had an idea -- If their phone-based reps could connect with more prospects, more decisions would result, without adding sales reps.

The solution? Five9 assisted Weed Man with migrating their data to the cloud. This case study shows why SMBs like Weed Man should store business data on the cloud for CRM.

12. LogMeIn: Extent Technologies

One of the better, more concise case study examples, this one page synopsis clearly defines the challenges and goals of Extent.

It explores how LogMeIn provided effective solutions and produced stellar results, including a boost in staff productivity, an increase in first contact resolution rate, and an improvement in overall service. 

13. Red Hat: North Carolina State Websites

redhat-case-study

Under mandate from the governor, the North Carolina Department of Information Technology needed to update state websites to overcome complex processes and limited technical resources.

The resulting solutions from Red Hat reduced maintenance times and lowered staffing costs.

14. VMWare: CenturyLink

This study addresses the complexities of cloud hosted infrastructure. One element of all case study examples is to educate perspective clients about the services and products offered.

This study takes a complex subject and makes it easy to understand, while clearly outlining the solutions VMWare can provide.

15. Hewlett Packard Enterprise: Mendix

hewlett-packard-case-study

This study breaks down another complex subject: rapid hosted cloud app development.

HPE links to additional content so readers can gain even more knowledge about the subject and the solutions HPE offers.

7 of the Best Online Case Studies

1. gravitate: global expeditions group.

Gravitate case study

This case study is a great example of how to break up a detailed case study for an easier read.

Gravitate starts off by introducing their client, Global Expeditions Group (GXG), to give visitors a little background into what they do. They then dive straight into what their role was in helping GXG with a robust content marketing strategy.

What catches your eye at the beginning of this case study is the results. Rather than forcing readers to find out the impact of their efforts at the very end, they call out some major statistics and improvements that they helped GXG achieve. It's a great way to entice readers to keep them wanting to learn just how they did it.

Gravitate did a great job breaking up their rather long case study. Since it focuses on an entire content marketing strategy, they put various parts of their case study into separate sections, from their rebranding efforts to their website design and copywriting.

2. IDEO: INFARM

What we like so much about IDEO's case study about INFARM is that it reads just like a simple blog post – there's no sections and no busy graphics. While this doesn't work for everyone, it really matches the vibe of IDEO's brand.

This case study is short, sweet, and to the point, with the largest elements on the page being the images and a quote. At the very top, they outline the entire case study in two small sections – the challenge and the outcome.

What we like about this particular case study is how IDEO talks about what's next for INFARM. Beyond the typical problem-solution-result structure, they took it one step further to talk about the future and what INFARM plans on doing next. 

3. Forge and Smith: Happy Planet

Forge and Smith Happy Planet Case Study

Forge and Smith effectively uses real mockups and examples from the work they did for Happy Planet to showcase their work in action.

This case study is perfectly designed into multiple modules to break up chunks of text into three phases. They start off with the objectives they set in place for their website design and development work for Happy Planet, which is pretty unique for a case study.

What's great about this case study is the opportunity to view the finished website. A hyperlink isn't just hidden within the text forcing you to dig around looking for it; it's called out right then and there to let you view their finished work on the Happy Planet website.

Another great feature is the option to view a previous case study or all the case studies if you're interested. No need to locate the main page, you have direct access! 

forge and smith related case studies

4. CoSchedule: English Heritage

CoSchedule treats their case studies as customer stories, highlighting who their customers are and how their platform was able to help them. Their case study on English Heritage is simple to view and comprehend.

On the left, there is a customer spotlight on English Heritage, complete with a company logo, brief description, industry, company size, size of the marketing team, and more. These little details help give you a better idea of who the company is.

Then, on the right side of the screen, is a blog-like case study.

Rather than breaking up their message into the standard format, CoSchedule calls out the results that English Heritage has seen since switching to CoSchedule. Within each result, they touch on the challenge they had before CoSchedule then the lasting impact it created.

Throughout the case study, CoSchedule includes relevant screenshots and impactful quotes from English Heritage employees. This helps readers visualize what they are talking about.

5. Slack: OpenAI

Artificial Intelligence (AI) tools have quickly claimed center stage in the digital world. Slack is one business that hopped on the bandwagon and incorporated AI generated assistance into their platform, and this case study tells a story of success using modern technology.

In this case study , Slack relies heavily on testimonials to share the impact that OpenAI has made on their product. The story of Slack and OpenAI is told directly to readers by the people who experienced the partnership and how it can improve user experience for all kinds of businesses. Sharing a success story in this way makes the whole case study feel much more personal than just providing a list of statistics. 

When customers read through the case study, they'll get to know perspectives from multiple people, hopefully coming across one that really resonates with them. 

6. Square: The Epicurean Trader

The Epicurean Trader case study featured on the Square website follows the tried and true structure for a closer look into a success story. First, this case study introduces The Epicurean Trader and what problems they were facing as a retail business. 

The next section of the case study discusses the solution proposed by Square and the implementation of their products as The Epicurean Trader expanded their business. Finally, this case study concludes with notable impacts as a result of using Square's software, including revenue growth and comparisons to standards set within the industry. 

Reading through this case study, you'll join The Epicurean Trade on their journey to enhance their retail practices. Thanks to testimonials from the owner of the business, you'll also get an inside look at how this brand was able to grow with some help from Square. 

Overall, this case study example is clear, concise, and easy to follow. Readers will get to know a highlighted business and how Square stepped in to resolve a problem they were facing. 

7. Bluleadz: BandGrip

BZ-BandGrip case study

We couldn't  not pat our own backs for recently publishing a case studies page on our website.

Bluleadz often uses case study PDFs as sales collateral to send to qualified prospects. While we used these PDF designs internally, we wanted to make sure our client success stories were available to everyone coming to our site.

Thus, our case study page was born.

Our BandGrip case study really sticks out to us. We start off by introducing who BandGrip is, who they serve, and what they do.

Then, we highlight the struggles they were having with getting demo sign-ups on their page. We included relevant quotes from the CEO to show their need for a solution.

We then begin to outline all the pre-show and post-show tactics that we implemented to help them tackle their challenge and earn them more demo sign ups. Landing page screenshots and other various graphics help readers visualize what we were able to do.

Toward the end of the case study, we highlight the impact of our efforts, calling out some of the major statistics. 

Highlight Your Past Successes to Attract Future Business

Each of these case study examples does an excellent job of outlining the challenges, solutions, and results provided. If you are building a portfolio of case studies, use these excellent examples for inspiration and format.

Once you master the art of the case study, you’ll find it’s packed with marketing power, giving you a huge ROI for the time you put into creating it.

If your leads have been falling off in the decision phase, a marketing case study may be just what you need.

Case studies are a powerful tool in your content marketing arsenal, so why not create one today? Click below to create your very own case study!

click here to download the offer

General FAQ

What is a case study.

Case studies are narratives that feature real-world situations or uses of products or services to demonstrate their value. A well-written case study will follow a customer as they define a problem, determine a solution, implement it, and reap the benefits.

The more to-the-point you can be in a case study, the better. Case Studies typically range from 500 words to 1,500 words depending on what's getting highlighted.

What Format Should My Case Study Be In?

Typically, a case study contains an introduction, a challenge, a solution, a benefit, and a result.

Why are Case Studies Important?

Case studies allow businesses to showcase how their product or service has been implemented successfully by their customers. It allows businesses to show how their product/service is actually used and the impact that it can have.

Jackie Jacobson

Jackie Jacobson

Jackie is a Copywriter at Bluleadz. She graduated from Elon University with a degree in Creative Writing and is currently living in Charlotte, NC. If you need her, you can find her exploring the city or relaxing with a good book.

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10 B2B Case Study Examples to Inspire Your Next Customer Success Story

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Zeynep Avan

customer case studies examples

Case studies, also known as customer stories, are valuable content assets for attracting new customers and showing your expertise in a competitive market.

The more case studies you have, the simpler it gets for your customers to make decisions.

Case studies provide a firsthand experience of what it’s like to use your product or service, and it can give an “Aha!” moment to potential customers.

While product demos and white papers are great for generating leads, their use is limited to highlighting product features. 

On the other hand, case studies showcase the transformation a business has undergone while using your product.

A case study offers potential customers a glimpse of the positive changes they can expect, which is more compelling than simply showcasing your product or service’s excellence.

  • Customer mission should be given at the beginning
  • Follow up about specifics and metrics
  • Use quotes from their side to highlight
  • Work out the biggest benefits of your offering and make reference to them
  • Make sure your success story follows a brief and logical story structure

In this article, we’ll review 10 examples of outstanding case studies that have collectively helped secure millions in new client business. Let’s get started.

What Is A Case Study?

In simple terms, a case study highlights how a product or service has helped a business solve a problem, achieve a goal, or make its operations easier. 

In many ways, it’s a glorified and stretched-out client testimonial that introduces you to the problem that the customer is facing and the solution that the product has helped deliver. 

Case studies are invaluable assets for B2B SaaS, where sales cycles tend to get lengthy and costly. They’re a one-time investment that showcases your product’s features and benefits in rooms your sales team can’t be in. 

What Makes A Good Case Study? 

There is no one-size-fits approach to a good case study. 

Some case studies work better as long, prose-forward, and story-driven blog posts. Whereas some are better as quick and fast-fact content that doesn’t add to the chatter but gets straight to the point. 

Here are some of the tenets of good case studies:

  • Product-Led : Focuses on showcasing the product as the solution to a specific problem or challenge.
  • Timely : Addresses the current issues or trends relevant to the business’s ideal customer profile (ICP) . 
  • Well-structured: Follows a clear, organized format with easily digestible writing style and synthesis. 
  • Story-driven: Tells a compelling and relatable story that puts the reader in the customer’s shoes. 

Case studies must tell the customer’s story regardless of style or content density.

Other than that, visuals in case studies are powerful in increasing conversion rates, by providing real evidence and taking attention.

Companies can also use their website, social media, and newsletters to promote case studies and increase visibility.

Below, we have ten diverse case study examples that embody these principles. 

B2B Case Study Template from Our Team

We will share great and proven B2B case study examples that you can get inspired by in the following section, but before that, let’s take a look at an easy and effective template from our team.

b2b case study template

10 Best B2B Case Study Examples To Take Inspiration From

Plaid is a fintech company specializing in equipping users with a secure platform to connect their bank details to online applications. Addressing the pressing concern of financial security, Plaid leverages compelling case studies to showcase the remarkable transformations their clients experience.

Take Plaid’s case study of Betterment, for example. 

plaid b2b case study example

The study begins by stating the goal that the customer is trying to achieve, which is to “onboard new users and drive engagement.” Right next to the goal is company details, and followed below is a singular problem and its solution.

The case study continues by keeping the business’ desired result front and center and offers a generous outlook on the SaaS business.

plaid case study

The core process of how Plaid helps Betterment is cleanly laid out, which is a brief version of a ten-page white paper. 

benefit statement in plaid

What follows are several benefits that Plaid offered to Betterment. 

plaid betterment case study

Plaid’s subtle yet effective product integration and clear, well-organized process make it simple for customers facing similar challenges to envision the solution.

2. SalesHandy

SalesHandy is an email automation software that personalizes high-volume cold emails. The company heroes client success stories for its case studies and opens the heading with their wins. 

Check out this B2B case study example from Sedin’s case study published by SalesHandy.

saleshandy problem statement

Readers need context, and case studies should always begin by outlining the exact problems their product or platform aims to solve. 

Here, SalesHandy expertly introduces us to Sedin’s use case and the challenges that the business is facing.

saleshandy use case statement

After a lengthy context, the case study highlights Sedin’s core challenge in the words of its personnel. 

This personable approach ropes readers in and lets them empathize with Sedin’s challenges. 

saleshandy quote use in case study

With a single scroll in, SalesHandy lays out the solutions to Sedin’s core challenges and integrates its product. 

b2b case study example from saleshandy

This highly detailed case study covers all corners and includes the exceptional results achieved in record time. SalesHandy closes the study with a word from the character already introduced to the readers. 

saleshandy sedin case study example

SalesHandy doesn’t shy away from giving a detailed account of its process, which is crucial for highly technical products and enterprise packages that involve multiple decision-makers. 

B2B Case studies, first and foremost, should be written in a language that your ICP understands. 

playvox case study headline

Playvox is a customer service platform that helps businesses streamline business operations. 

This industry-specific case study of Sweaty Betty by Playvox addresses unique challenges within a niche industry, such as account assessment times for retail and online shops. 

The case study starts with the results it achieved for Sweaty Betty. 

case studies include numers

The case study follows a straightforward, albeit impactful, challenges-solution-results format as we scroll down. 

But instead of listing out solutions in bullet points, Playvox uses customer voice to present the transformation that Sweaty Betty went through. 

playvox sweaty betty solution

With this formatting, Playvox doesn’t have to tout the platform’s usefulness. Sweaty Betty is doing it for them. 

4. Base Search Marketing

We promised diverse case studies, and here is a stellar B2B case study example of a single deck case study of Shine Cosmetics by Base Search Marketing.  

Base Search Marketing is a boutique link-building and SEO agency that works with startups and mid-level businesses. 

base search marketing format

This case study, which can be reviewed as a brochure, gives you an overview of the customer and lays out the challenges that the business is facing. 

You’ll notice how the study uses the CEO’s quote to mention a pretty universal problem that most startups face: “limited resources.”

By highlighting the results in the left tab and laying out the process on the right side, this case study does a masterful job of covering all corners and telling a desirable customer success story.

Another approachable form of case study is slide decks, which you can present in boardrooms and meetings and act as a sales pitch. 

loganix case study slide example

Loganix nails it with its case study deck for rankings.io. 

If you have a complicated product or service requiring an in-depth explanation, then using this format would be a great option. 

The solution, stated in simple bullet points, drives the message home.

loganix bullet points

Fewer words. Cleaner decks.

Using this methodology lets the audience walk through the case study with visuals, bullet points, and concise text. 

6. CoSchedule

CoSchedule is a SaaS leader in the social media space, and this Outcome-led Case Study proves just why it is so good at capturing the markets.

The study kicks off with a result-forward headline, piquing the interest of readers who are interested in getting similar outcomes. 

coschedule outcome-led case study example

There’s much to appreciate in this succinctly written case study, but the headlines get our attention and hold it.

With every scroll, results are presented to you in the form of graphs, quotes, and visuals. 

loganix graphics

The study ends with a quote from the customer, which repeats the outcome stated in the headline. 

end with quote example

Leading remote teams is a challenge that numerous teams will face moving forward. CoSchedule makes operations easy for these teams, and it doesn’t shy away from stating just how through its case study. 

7. Wizehire

Case studies have evolved from lengthy blocks of text confined to PDFs to a new digital era emphasizing impact over verbosity.

Wizehire’s succinct case study is a prime example of this shift. It uses fewer words to create a powerful impression.

wizehire example of case study

From the very first page, the case study introduces us to Kris, the customer and central figure of the story. Without the need for extensive scrolling, we quickly grasp vital details about Kris: his role, employee turnover, location, and industry. 

In the second slide, we are immediately taken to the solution that Kris got by working with Wizehire. 

wizehire b2b case study examples

The case study ends with a passionate testimonial from Kris, who deeply believes in Wizehire. 

testimonial example

The case study has less than 300 words, enough for local entrepreneurs like Kris Morales, who want to hire talent but don’t have the resources for proper vetting and training. Until, of course, Wizehire comes along. 

8. FreshBooks

When a reader can see themselves in a case study, it takes them one step closer to wanting to try the product.

This case study by Freshbooks uses a beautiful personal story of an emerging entrepreneur. 

freshbooks case study example

Using a deeply personal story, the study appeals to people who are just starting and aren’t accountants but suddenly have to deal with employee invoices and a dozen other bills. 

The text progresses in an interview-style study, with the customer taking the mic and illustrating the challenges that startups and small businesses face. 

freshbooks challenge statement in case study

This style works because readers crave insights directly from customers. Getting authentic testimonials is becoming increasingly challenging. Well-crafted case studies can be valuable substitutes, provided they seem realistic and from the heart. 

Featuring quotes or testimonials from satisfied customers throughout the case study adds to its credibility and authenticity. Just like this testimonial Case Study by Slack .

slack testimonal case study

Slack is a giant in the realm of digital communication, with more than 20 million active users worldwide. However, it is tough to break into the market of group communications. After all, Slack competes with both WhatsApp and Microsoft Team regarding market share. 

To level the playing field, Slack features case studies from top entrepreneurs and market players who have been served well by it. 

slack case study

Its case studies are laden with personal stories about how the platform boosts productivity. 

At the same time, the software also plugs in the “try for free” banner to make sure that customers are aware of the inexpensive nature of the software.

It’s not easy to get such detailed testimonies from the C-suite, but when you’re Slack, businesses tend to make an exception. 

Some case studies are based on highly niche subjects, where nothing is at the top of the funnel. Kosli nails it with this highly technical case study of Firi.

kosli firi technical case study

Technical case studies are designed for niche audiences who are already aware of the problems that the software can solve. Case studies like these are clean and smart and come with solutions that have a counterpart solution. 

There is absolutely no fluff and nothing that can be a reason for C-suite executives to bounce from. 

It’s full of information-packed pages designed to hook the reader in and present the tool as a formidable solution to their problem. 

kosli firi

You’ll notice how they weave Kosli through the entire case study, and the first-person report comes from the customer. 

B2B Case Study Examples In Short

In the B2B SaaS industry, converting new leads and securing new business has become increasingly challenging. In this landscape, impactful content assets such as case studies and customer stories are sometimes the only things moving the needle. 

Crafting a compelling customer story empowers brands to enable potential customers to engage directly .

🚀 Customer stories evoke empathy from buyers

🤝 Customer stories help build up your relationships with vocal brand advocates

⬇️ Customer stories lower your prospects’ information cost

Once you’ve determined the most effective way to convey information that resonates with your leads, you can collaborate with your content and design teams to create impactful case studies to generate new business and prove your expertise and experience in the market. 

Zeynep is a part of a team on a mission to build B2B SaaS products. With 5+ experience in different areas of B2B SaaS, from customer success to product, she shares her experiences in product-led growth.

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  • DevToolsDigest

How to Craft Your First Customer Case Study

  • Messaging & Positioning

Ashley Dotterweich Photo

So you have an early cohort of happy customers, and you’d like to share their successes with leads and prospects to help attract and close new business.

Now what? We’ve compiled some new and updated tips on B2B business case studies, particularly for developer-led B2B startups, on how to create a case study that accomplishes all your goals.

A well-crafted case study can help show engineering teams why they should use your product, while also showing non-technical stakeholders how their business will benefit.

Distilling a customer’s experience into one brief document can seem challenging, but you can streamline the process with a simple framework. Let’s discuss how to write a great case study that clearly communicates the value your company provides.

customer case studies examples

Smartsheet covers real-world value to its customers in its case studies.

The Value of Case Studies for Early-Stage Companies

In B2B marketing, case studies are essential to provide social proof. You’re getting a customer (ideally a high-profile one) to say publicly, “Yes, your product solved a problem for us!” For startups, demonstrating that successful organizations are willing to invest in your product is key.

But what makes case studies doubly useful for early-stage companies is that they offer a roadmap for your prospects.

If you’re building a solution with a novel approach or in a completely new space , it can be hard to communicate exactly how your solution is valuable. Case studies provide context and details about how other teams are using your product. The context helps prospects understand specifically how your solution will impact their team.

For startups, while you may start from a humble case study brief, the goal is to create a case study that shows both the business value and the technical context of your product.

Planning Your Case Study

For additional insights into the case study process, we got some additional insights from Joel Klettke of CaseStuddyBuddy , which we’ve added to this section. Before you get customers involved, you need to be clear on your goals for the piece(s) you’re planning to create, and (ideally) how you plan to leverage the story you capture.

You want the stories you tell to be intentional, relatable, and persuasive, which means going in with a clear picture of what details will hit hardest for your leads and prospects. Here are some important case study questions to consider before even talking to your customers:

For example:

  • What markets or areas are you trying to target? Maybe you can feature stories from a specific vertical (such as fintech or e-commerce) or functional group (such as DevOps or product management) to which your company wants to sell.
  • What personas or roles are you trying to reach? Your target personas should inform the level of detail and what you emphasize in the stories. Who are the decision-makers you need to persuade? Are you targeting executives at earlier-stage companies who have purchasing power, or mid-senior engineers at more-mature firms who might have to create a business case for your product? You’ll likely want to consider your ideal persona when choosing people to interview so that leads can see themselves in your story.
  • What objections would your sales team most love to be able to counter with a story? You may be able to make those objections—and how the customer overcame them—obvious in the story in such a way that it inspires others to act.
  • What questions or hesitations are you bumping into that a story could help illustrate? Similar to the above, you can have your interview subject list the hesitations they had, verbatim, and how they no longer have any such concerns as a happy customer.
  • What outcomes are your leads seeking? Focusing on valuable, desired outcomes that appeal to your target audience will appeal to them and may influence a buying decision.
  • What aspects of your offering could you clarify through a story? It’s important to remember that you don’t always get to choose your first touchpoint with your prospects. Understanding that your next case study could be the first contact a prospect has with you will help you decide where to spend your bandwidth on details and explanations within the piece. Of course, when you use them properly, case studies can be much more than purely marketing content.

customer case studies examples

PagerDuty offers case studies in a variety of formats, including written, video, and blog.

Choosing Your Formats

In terms of the format(s), you might think you can only use a B2B case study one way: As a write-up on your website or a PDF you send to potential customers as part of your standard content marketing work. Not the case.

You can use case studies in ads, nurture sequences, RFPs, landing pages, cold outreach, live sales presentations, and more—but not if you only tell the story one way, in one place. Instead, consider the needs of the different channels and audiences.

It’s important to think through every way you can use a case study as part of your larger marketing strategy, to drive lead generation at the top of your funnel and win more deals at the bottom.

For example, could you produce:

  • One-sheets: A brief version for cold outreach or post-call follow-up?
  • Audiograms: For use on social media (particularly on LinkedIn or Twitter, as applicable) or in ads to let prospects hear those glowing words from your customers themselves?
  • Slides: A persuasive slide in your next sales deck that reinforces your product’s value?
  • Blog: A Q&A-style blog post that reads like an interview with a prominent person in your space?
  • Quotes: An eye-catching pull quote for your company’s homepage from a high-profile customer?
  • Talking points: A relevant anecdote to mention on podcasts you may be recording or appearing on?
  • PR pitches: And potentially as your company matures, a PR pitch to trade outlets that cover topics relevant to your customers?

Consider the different formats you plan to use for your next customer story and make sure you get everything you need from your initial conversations with your busy customers: The long-form case study story to feature on your website, the quick-hit sound byte for your social media channels, the executive summary containing all the success metrics and value you delivered for your sales team’s next deck, and all the rest.

Getting Customer Buy-In

It’d be nice if every customer spontaneously put up their hand and volunteered to take part in a case study, but in reality, you’re going to have to ask them to take part.

Don’t panic. The key is to set expectations and give them a sense of control.

Clearly Set Expectations for Customers

When you make the ask, be clear about why you’re asking them (specifically) and what parts of the relationship you’re hoping they will speak to. A clear ask helps them feel comfortable and prepared in terms of what they’ll be asked to discuss.

Then, lay out what’s involved from a high level, for example: “The entire process involves a short interview on Zoom, with a chance for you to review the draft before it goes live. It should take no more than 45 – 60 minutes of your time.”

If you can, send an example of what the final product will look like—even if it isn’t your own. Examples help customers visualize a nice, polished asset and take the mystery out of the end product.

Clearly Set Expectations for Your Own Team

It’s probably a good idea to calibrate your team’s expectations as well. Unless you specifically added a clause in the sales contract that requires this particular customer to provide testimonials (which some companies put on the table as a bargaining chip during the sales process), case study participation is optional.

Customers not bound by contractual obligations may decline to participate, potentially because they’re too busy, or because they may be having issues they’d prefer to resolve first. Put yourself in the best possible position to secure case studies. Work with your customer success team to find customers who are happy, successful, and not under time pressure to deliver other projects of their own.

It’s also a good idea to keep in mind that customers at larger companies may need approval from their PR experts, marketing team, or legal department before finalizing case studies. In such cases, you may be in for a considerable wait. One that is, sadly, out of your control.

Give Customers a Sense of Control

Always let your clients know that they’ll have a chance to review a draft and request changes. You can let them know you’ll be happy to make any changes or revisions they request to make the process fast and simple.

Essentially, the better you communicate your process, the ‘why,’ and the final deliverable, the more likely you are to get a “yes!” Here’s a full blog from CaseStudyBuddy that focuses on how to get your customers to agree to case studies.

customer case studies examples

Sanity ensures that success metrics are front-and-center in its case studies.

B2B Case Study Interview Questions

Who is my ideal interview target.

Your case study should reflect the perspective of your buyer — if you’re selling to VPEs , aim to interview the VPE. Depending on the size of the team and who is using your product, you might need to find a balance between someone who is high-level enough to understand the business value that your product brings, but technical and in-the-weeds enough to know how the product is being used day to day.

It’s OK to interview more than one person, but more viewpoints can be hard to wrangle, and for right now we’re aiming for simple and effective, so stick to no more than two to three interviewees.

10 Critical Case Study Interview Questions (and One Helpful Bonus Question)

Your case study interview should be a conversation, not an interrogation. Prepared questions help you hit all the important points, but before every case study interview, review these template questions and customize them for the particular use case.

Here are the most important case study interview questions to use when interviewing customers for case studies. (Obviously, you should adapt the questions to be most relevant to your company and its audience, and over time, you may want to incorporate them into a case study questionnaire template for repeat use.)

  • What is your role/what does your company do?
  • What did [process] look like at your company before? What were the biggest pain points you experienced?
  • What was the breaking point where you decided to look for a solution?
  • How did you find out about [our product]?
  • What was the first moment where you realized that [our product] was a unique solution to your problem?
  • What does [process] look like at your company now?
  • What other software/apps/tools do you use as part of your [process] workflow?
  • Are there any quantifiable metrics that you use to measure the impact of [our product]? Can you share any of those numbers?
  • What has your team been doing with the time/budget/etc they save?
  • What’s one thing you’d want someone who is considering using [our product] to know?

One question that isn’t on the list that you should always ask at least once: “Can you tell me more about that?” An interviewee might gloss over a detail that they find mundane, but which will be critically interesting to your prospects. For technical products, such details often end up being related to their tech stack and the other tools they’re using, and can often help you tell a stronger story about how your product delivers value. Always dig deeper.

As a logistical note, consider recording your case study interviews. Frantic note-taking to capture every word distracts you from staying in the moment and being able to ask meaningful follow-up questions. Just remember to get their approval to record the call before you start the conversation since there are laws in place, such as California’s “eavesdropping” statute , that require all parties to consent to recording in advance.

An Effective B2B Case Study Template

Once you have your customer’s story, you’ll need to transform it into a format that has a strong narrative and is easy to skim. This is the case study framework template that I’ve found most effective for creating concise, impactful case studies quickly. Grab a copy of the template here .

customer case studies examples

Now you’ve identified and organized your key points and quotes, it’s time to write! Your goal is to craft a cohesive story around the customer’s buying journey and product use. Writing case studies doesn’t need to be an overly long project. Keep it as short as you can without losing the overall context of the use case.

A Note on Success Metrics

As we mentioned earlier, one of the key questions to ask customers is about quantifiable improvements they’ve seen as a result of using your company’s products. While not every customer may have hard numbers on hand to share in the moment as you’re interviewing them, metrics are a key part of making your success stories impactful.

Be prepared for the possibility that your interview subjects might not have the success metrics you’re looking for during your conversation. Keep a few possible alternative metrics in mind you might ask them about that pertain to your product’s value proposition (such as revenue generated, hours saved, number of incidents reduced, improved SLA performance, or whichever metrics are relevant to you). If your subjects are open to double-checking on certain metrics to provide later, it’s a good idea to include placeholder success metrics in your case study draft for customers to fill in or update later.

A Note on Formatting

In terms of formatting, it’s also a good idea to break up your case study into subsections with clearly-marked headers. Subsections and subheaders make your case studies easier to read, easier to skim, and easier to index on search engines for SEO purposes. You can also visually break up all your text with customer quotes, product images, and if you have the resources, an infographic or two that depicts the value your product provides.

It’s also a good idea to consider adding a clear CTA (call to action) within your case studies, such as to read other, similar content you’ve created for similar use cases or similar verticals. Adding a CTA with links to additional, relevant content can encourage your prospects to “binge” on your content and learn more about your product while you have their attention.

A Note on Quotes

Customer quotes are at the heart of a good case study. But people don’t always speak in crisp, clean sentences that lend themselves to sound-bytes. Lightly editing quotes to be clear and usable out of the context of the conversation is an important step.

However, when cleaning up your quotes, be careful not to sanitize them too much. You’ll quickly find that they all start sounding robotic and fabricated. If your final quotes read like carbon copies of your messaging framework , you’ve gone too far.

Ship It and Celebrate!

Get the thumbs-up.

Unless you particularly enjoy speaking with angry communications managers and lawyers, always give your case study subject the chance to review the final version before it goes live.

Two things to do to keep the review process quick and easy:

  • Minimize editing rounds: Review limbo is usually where case studies get stuck, so minimize the back-and-forth as much as possible. It’s a good idea to send a PDF of the final mockup along with a Google Doc for editing, as having the “final” visual helps push stakeholders to give feedback.
  • Set a hard publish deadline: Saying, “We’re planning to publish on MM/DD, please let me know if you have any edits by MM/DD” can drive a quicker turnaround in a way that open-ended requests can’t.

Distribute Your Case Study

Completing your first case study is something worth celebrating, but your work isn’t done. Publish it to your website, share it with your team and other customers, and promote your new case study to your target audience based on the formats you evaluated previously.

We dive deeper into how to leverage user stories effectively in another article, which you can read here!

Case Study Examples

So now you know some important tips on how to write a B2B case study. To help you get a better sense of what the final product should look like, we asked Joel to share some of his favorite examples of customer stories for SaaS companies and developer tools. Here are some examples of great case studies to consider:

For examples of some real-world B2B, developer-focused case studies, check out these:

  • LaunchDarkly follows our case study framework for clear, easy-to-parse user stories
  • SmartSheet also uses customer quotes to frame user stories and highlights specific use cases.
  • PagerDuty offers a variety of formats for customer case study content, including full written articles, blogs, and video
  • Snyk offers compact case studies packed with customer quotes and visuals to be easily skimmable
  • Sanity.io offers beautiful case studies broken up into easily consumable subheadings with plenty of embedded visuals
  • Radar uses a somewhat minimalist customer case study template that leads with success metrics and tells a before-and-after story by highlighting “the problem” and “the solution”
  • Tailscale weaves in-depth stories that cover each customer’s vertical and unique business challenges to properly frame the problem, and how it provided a valuable solution
  • Mux , being a video platform, adds both a video and a written component to each of its in-depth case studies

Here are some additional videos walking through best practices for case studies provided by Joel:

  • Integrate.io - A walk-through of a case study for this SaaS company covering content layout and how easy your case study is to skim
  • Rainforest QA - An additional walk-through of a case study covering the importance of customer quotes and success metrics

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5 mini case studies about understanding and serving the customer

Understanding What Customers Want: 5 mini case studies

This article was originally published in the MarketingSherpa email newsletter .

Mini Case Study #1: 34% increase in conversion for powdered health drink company by helping customers come to their own conclusions

A single-product company that sells high-quality, all-natural, powdered health drinks engaged MECLABS Institute to help better understand their potential customers and increase the conversion rate of prospects reaching the homepage.

The original homepage took a claims-driven approach – it provided several bold statements about what the product would do for a customer with no information about the product to help the customer understand why it would work for them. Here is a look at the upper left of the original homepage.

Creative Sample #1: Upper left of original homepage for health drink company

Creative Sample #1: Upper left of original homepage for health drink company

The MECLABS team created a version of the homepage that took a conclusion-driven approach – instead only trying to convince potential customers with only bold claims about the product, the homepage copy included information about the product to help customers understand why the product would help them.

Creative Sample #2: Upper left of treatment homepage for health drink company

Creative Sample #2: Upper left of treatment homepage for health drink company

The team tested this version as the treatment against the original homepage (the control) to help better understand what communication style customers would respond to.

The treatment generated a 34% increase in conversion rate.

This experiment highlights a classic disconnect between customers and marketers. If you work in a company or with a client, you have intimate knowledge of the product and believe in its effectiveness. You spend all day thinking about it. You personally know some of the people who designed it. Your paycheck depends on the success of the product.

A customer does not have this same understanding or belief in the product. They have a significant gap in their knowledge about your product. Bold claims alone are not enough to close that gap. They have to understand why the product will work and come to their own conclusions about the company’s ability to deliver on its promises.

You can learn more about this experiment in The Conversion Heuristic Analysis: Overcoming the prospect’s perception gap from MarketingExperiments (MarketingSherpa’s sister publication).

Mini Case Study #2: Bags company increases conversion 191% by adding clarity to homepage

“I'm the CEO of Doubletake , a tennis and pickleball bag company, but I spent the majority of my career focused on messaging and research, consulting as a strategist for top brands for the last 10 plus years, and in-house prior to that. I'm almost embarrassed that I have this example to share, but I thankfully came to my senses!,” Shawna Gwin Krasts told me.

“It is interesting that crafting messaging/copy for products that aren't ‘your baby’ is so much easier – there is just more distance to see it for what it is. If this wasn't so near and dear to my heart, I would have caught it in a second.”

The team launched its homepage with only the headline “Sports Meets Style” over a photo of a bag. The headline was meant to differentiate the brand from competitors that were either only sporty or fashionable. Below the headline was a call-to-action (CTA) button with the word “shop.”

Creative Sample #3: Previous homepage copy for bag company

Creative Sample #3: Previous homepage copy for bag company

Internally it seemed obvious that the company sells tennis and pickleball bags since a bag was in the photo.

But they came to realize that it might not be as clear to website visitors. So the team added the subhead “Gorgeous Yet Functional Tennis and Pickleball Bags.” They also added the word “bags” to the CTA so it read “shop bags.”

Creative Sample #4: New homepage copy for bag company

Creative Sample #4: New homepage copy for bag company

These simple changes increased the website's conversion rate by 191%.

“It is so important for marketers to get out of their own heads,” Krasts said. “I suppose this is why I struggle with messaging so much for Doubletake. I am the target customer – I have the answers in my head and I suppose my natural curiosity isn't as strong. But clearly, I also have to remember that I've seen my homepage 10,000 more times than my customers, which means things that seem obvious to me, like the fact that Doubletake is a tennis brand not a reseller, might not be obvious.”

Mini Case Study #3: Online motorcycle gear retailer doubles conversion with personalized emails

There are ways to better tap into what customers perceive as valuable built into certain marketing channels. Email marketing is a great example. Marketers can build off information they have on the customer to send more relevant emails with information and products the customer is more likely to value.

"Very early in my marketing career I was taught, 'You are not the target audience' and told to try to see things from my customer's perspective. Empathizing with customers is a good start towards seeing products from the customers' perspective, but marketers really need to focus on quantifiable actions that can help identify customers' needs. That means continuous testing across messaging, price points, packaging, and every other aspect of a product. This is where personalization can really shine. Every time a marketer personalizes a message, it brings them closer to their customer and closes that gap," said Gretchen Scheiman, VP of Marketing, Sailthru.

For example, 80% of the email messages RevZilla sent were generic. But the website sells motorcycle parts and gear to a wide range of riders, each with their own preference in brand and riding style. The online motorcycle gear retailer partnered with Sailthru to better connect with customer motivations. The team started by upgrading the welcome series for new customers by personalizing the email messages based on the customers’ purchases and preferences.

The company has tested and added many new triggers to the site, and now has 177 different automation journeys that include triggers for browse and cart abandonment as well as automations for different product preferences, riding styles and manufacturer preferences.

The conversion rate from personalized email is double what RevZilla was getting for generic batch-and-blast sends. Automated experiences now account for 40% of email revenue. Triggered revenue is up 22% year-over-year and site traffic from triggers has increased 128% year-over-year.

"Customizing the buyer journey isn't about one long flow, but about lots of little trigger points and tests along the way. For any marketer that is intimidated about getting started with personalization, it's important to realize that it's more like a lot of small building blocks that create a whole experience. We started with a custom welcome series using testing and built from there. We're still adding new tests and new trigger points, but it's with the same concept that we started with,” said Andrew Lim, Director of Retention Marketing, RevZilla.

Mini Case Study #4: Pet protection network increases revenue 53% thanks to survey feedback

Huan makes smart tags for pets to help owners find their pets if they go missing. Initially, the company focused on the technical features in its homepage copy. For example, the tags don’t emit harmful radiation, are water-resistant and have a replaceable one-year battery.

From customer feedback surveys, the team discovered that customers purchased the product because they were worried they wouldn’t be able to find their pet if the pet went missing. This discovery prompted the team to change its messaging.

The new messaging on the homepage read, “Keep your pet safe and prevent heartbreak. Huan Smart Tags help you find your missing pet automatically.”

Revenue increased 53% increase following the change in messaging. “We immediately saw an increase in engagement on our website, with a lower bounce rate, higher click-through rate and a higher conversion rate. There were also a few people who messaged us on social media saying how our new message resonated with them,” said Gilad Rom, Founder, Huan.

Mini Case Study #5: Talking to new customers leads SaaS to change strategy, increase sales 18%

When Chanty launched, the marketing messages focused on pricing since the Saas company is 50% less expensive than the best-known competitor. However, when the team started talking to customers, they discovered most people had switched from the competitor for different reasons – ease of use, better functionalities in the free plan, better experience with the customer support team, and a better mobile app.

The team changed its marketing to focus around these product attributes and only listed pricing in the end as an additional benefit.

“It turned out that this was the way to go because we attracted people who wanted a better experience, rather than just customers who wanted to save money. After six months of implementing this new marketing and sales strategy, our sales grew by 18%,” said Jane Kovalkova, Chief Marketing Officer, Chanty.

Related resources

The Prospect’s Perception Gap: How to bridge the dangerous gap between the results we want and the results we have

Customer-First Marketing: Understanding customer pain and responding with action

Marketing Research Chart: How customer understanding impacts satisfaction

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6 Case Study Examples That Boost Conversions

Case study examples.

Building trust with your customer is the key to selling them on your product or service.

However, it’s tough to persuade customers solely on your word — especially when your competitors all make the same claims. You can only convey your big selling points in so many ways.

A few high-quality case studies could be the difference you need. These let you show the customer the benefits of working with you, rather than simply telling them why you’re the best.

Case studies have several moving parts, though. How do you write one that makes your customers eager to hand you money?

In this post, we’ll break down the basics of what makes up a case study, then look at examples across different industries so you can get some ideas flowing for your own case studies.

What is a Case Study?

A case study is an in-depth analysis of a particular customer’s experience. Some consider it to be a form of a testimonial, but it’s more than that — in fact, case studies may include testimonials.

Case studies are written by a company to show how its services can solve a customer’s problem from beginning to end. 

They are more than just the words of a customer, although most companies conduct a case study interview to gather information from the customer’s perspective.

An effective case study provides several benefits:

  • A powerful form of proof: Your prospect sees other customers benefiting from your product/service, like with testimonials.
  • Transparency: A great case study eases client objections by showing your process in-depth and demonstrating how it helps people like them.
  • Future-pacing/imagination: Prospective customers can imagine themselves achieving the same results by working with you.
  • Reusable content: You can use them in several parts of the sales funnel .

Smart content marketers know the value of case studies. In fact, about 69% of marketers integrate them in some fashion.

And speaking of sales funnels, case studies are especially useful later on in the funnel. 

The Content Marketing Institute found that case studies are tied with in-person events as the third most helpful content type for nurturing leads — and a close second place when it comes to converting them.

 Research shows that Case Studies are excellent for nurturing and converting leads

( Image Source )

How to Write a Case Study

Exact case study formatting and structure may vary between and even within industries.

However, the general case study format contains two basic parts:

  • Background about the customer’s problem.
  • Your solution (product or service) and how it helped customers — usually with hard data points demonstrating results.

Some case studies may also:

  • Give background information about the customer — this strengthens social proof if the customer is well-known.
  • Discuss how the customer met your business.
  • Mention objections that the customer had to working with your business and how these objections were proven wrong.
  • Include testimonials from the customer to integrate the customer’s voice .

Some businesses put a CTA at the end of each case study for the product or service in question, too. 

Case studies are often paired with an attractive page design to look professional and draw in the reader. 

Ultimately, the ability to tell a story and demonstrate benefits will influence your potential customer’s decision on whether or not to buy from you.

As for where case studies go, most organizations create a dedicated case studies section on their website that contains links to each one.

Some businesses separate case studies by industry or buyer persona, so each target customer can easily find a case study that is relevant to their business.

Some organizations also place bite-sized case studies (or links to complete case studies) on their services pages. By doing so, they can help diffuse further objections and push the customer toward action.

That said, you can share case studies on other marketing channels, such as social media, email, linking from a blog post, and even in person.

Need stunning video testimonials that close deals faster?

6 case study examples.

Check out these six examples to gather some inspiration for your next case study:

SaaS Case Study: Symmons Industries

To start our list of compelling case study examples, check out what we created after boosting engagement and increasing conversions for our client, Symmons Industries, a commercial and residential plumbing products manufacturer.

Symmons industries case study intro

Right away, you’ll notice a few things:

First of all, we explained who Symmons Industries is, along with a couple of fast facts. We also listed the problem areas on their website, alongside the solution (our services, of course).

Look at how we integrated a video testimonial right at the top right, too. 

It’s what we do best — but also, video testimonials add more emotional punch to your case studies because prospects can actually hear and see the satisfied customer’s emotions.

As you scroll down the case study, you’ll see that we gave background on Symmons and explained the value of video testimonials.

Throughout the rest of the page, we talked specifically about the process we went through and tied the benefits of our services with Symmons’ results.

Symmons industries case study body

You’ll notice that we linked internally, too. It helps answer customer questions and boosts the SEO score of both the case study and the linked pages.

We even wove some expert quotes and written testimonials in to drive the point home.

Finally, we put a CTA at the bottom. 

This is key — you should give your customers as many opportunities as possible to buy from you, request pricing, schedule a demo, or whatever other action you want them to take. They’re likely to be closer to the sale after reading a case study, so stick a CTA at the end.

Digital Marketing Agency Case Study: PixelCutLabs

There are so many digital agencies out there nowadays. All of them promise to boost conversions and make their clients tons of money.

This dilutes the promises they make — how do companies trust one of a million digital marketing agencies?

After all, digital agency services are significant investments and may take time to show results.

A case study is a perfect way for a digital agency to stand out. They let the agency demonstrate their process in action and show off live results.

Take a look at this digital marketing case study example from an eCommerce SEO agency.

customer case studies examples

The title contains a compelling data point — no one would turn down a 1457% return on investment.

Then, the case study dives into the agency’s process for identifying SEO issues and fixing them.

Further down, the page contains steps that the agency took to solve problems. Toward the bottom of the page, the agency listed some of the results it achieved. 

Digital agency case study body copy and results

Altogether, a potential customer reading this case study can positively envision the entire process of working with this agency. 

Work Software Case Study: monday.com

Software marketing often includes specs and technical information. Developers may understand it all, but the customer isn’t necessarily tech-savvy enough.

The key is to translate these specs, features, and other technical information into benefits and results that the prospect can imagine. Make it so they can envision how much better and easier their life will be after using the software.

A case study is an excellent way to do this. It offers a space to discuss the tangible benefits and results of using software.

Look at this case study from monday.com as a perfect example.

Software case study from monday.com

It starts off strong, with the most crucial stat — sales.

However, it dives into more stats right away, demonstrating several benefits the moment the prospect begins reading to pull them in.

monday.com does plenty of other great things throughout this case study, too.

For one, it introduces a client to give some background before diving into the challenge that it faced. 

This offers social proof to prospective customers. Entrepreneur is a prominent publication, indicating that big companies trust and rely on monday.com.

As you scroll down, you’ll see monday.com talking about the real-life benefits that its client experienced when switching to the platform.

This helps the customer imagine how their life will be once they begin using the software. 

The case study includes quotes from employees at the client company, too, and a larger testimonial at the bottom. These testimonials drive the point home with words directly from the customer’s mouth.

Accounting Firm Case Study: Thomson Reuters

Accounting firms are always in high demand because every business has to do bookkeeping and taxes, not to mention a host of other business services.

Like other professional service firms, accounting companies have to stand out from all the others — even large ones.

Complicating things is the fact that, like with software, there’s plenty of complex info to convey to prospects. Most people aren’t too knowledgeable about the intricacies of accounting standards or the tax code, after all.

A good case study like this one from Thomson Reuters clears things up for potential clients.

Accounting firm case study from Thomson Reuters

Unlike the previous case studies, Thomson Reuters places most of the important stuff — overview, client background, challenges, results, testimonial — onto one page. The prospect can therefore see all the critical information and results with a glance.

A second page goes deeper on its process, though, should the prospect be interested.

On the back, Thomson Reuters goes further by digging into client pain points and explaining the problems that arise by not using its solution.

To top things off, the firm explains what goals its client has for the future and how the results the firm brought will help them reach those goals faster.

Industrial/Manufacturing Case Study: Production Modeling Corporation

Industrial and manufacturing companies may have clients in a wide range of industries. 

Plus, their products and solutions tend to be quite complex. It’s hard to grasp the full value and benefits from sales pages or other marketing materials.

Engagements with clients and customers may have many moving parts, too.

Thus, industrial and manufacturing companies would do well to create a lot of case studies. At the very least, they should have one or two for every industry they serve.

For example, Production Modeling Corporation has an entire library of case studies.

Manufacturing case study library

You don’t even need to scroll down to see several industries the company services.

Production Modeling Corporation even organized case studies by use case with the Category column.

Let’s take a look at one case study to see how they did. 

Manufacturing case study from PMC

The project summary gives a brief, digestible overview of the entire project. Everything is arranged nice and neat, with added visuals to enhance reader understanding.

The second page (not shown) briefly highlights exactly how Production Modeling Corporation approached and handled the challenge. 

Similar to Thomson Reuters, Production Modeling Corporation crams all essential information into one place for prospects to see fast. Yet, it also offers a section with more detail if any prospects have further questions or objections.

Need B2B video testimonials that close deals faster?

Nonprofit case study: habitat for humanity east bay/silicon valley.

Nonprofits may have different goals than for-profit companies, but the same principles apply.

A nonprofit case study should dive into a challenge the nonprofit wants to address in pursuit of its mission and vision. Then, it should cover a specific project or a range of projects the nonprofit engages in to address this challenge.

Finally, it should show how the organization achieved its goal, using supporting evidence wherever possible.

Now, a nonprofit case study may appeal to multiple audiences. 

In many cases, the nonprofit wants to attract more donors. However, they may inadvertently (or sometimes intentionally) draw in those who are interested in volunteering or working for the nonprofit.

In some instances, they may even attract more of the nonprofit’s target beneficiaries.

For example, American National Standards Institute (ANSI) is a private nonprofit that helps publish and promote a wide variety of business standards. 

A case study on how compliance with these standards have benefited a company can be useful for getting other businesses on board.

Here’s a case study from Habitat for Humanity East Bay/Silicon Valley.

Nonprofit case study

The entire case study lays out overall how Habitat for Humanity East Bay/Silicon Valley’s work has impacted the community it serves.

Above is just one page summarizing what the organization does and explains how its work has brought tremendous positive change to the community it serves over a period of time.

Several more pages dive into problems many homeowners face, results that demonstrate Habitat for Humanity East Bay/Silicon Valley’s impact, and more.

The case study even includes some smaller, paragraph-long case studies about individuals who benefited from this nonprofit’s work.

Altogether, this case study offers Habitat for Humanity East Bay/Silicon Valley a powerful marketing asset for attracting new donors and volunteers alike.

Case studies may differ in structure from company to company, but they all highlight a problem your target customer has and how you solve it. 

They’re potent marketing assets, offering strong proof of your product or service’s benefits while giving your target market a glimpse at what it’s like to work with you.

To make your case study even better, however, you can augment them with video case studies or testimonials. Reach out to us today if you’re interested in creating video testimonials that supplement your case studies and convert more customers.

Close deals faster with video testimonials for all key buyer personas .

40 testimonial questions to ask your customers, 7 ways to generate more leads with customer testimonials, with examples, the power of student testimonials: why they matter & how to use them, the 10 best video marketing tools (2023), asking for customer references: the do's and don'ts of getting feedback, harness the power of social proof in your marketing strategy.

We combine authentic and professional video testimonials with a strategic approach to help you close trust gaps and close more deals, faster.

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15 Examples of Customer Centric Companies – Explained with Case Studies

Business experts often wonder why Customer Centric Companies do better than others. Their financial performance and customer loyalty is significantly higher than any others. In this detailed blog, we explore 15 such companies with case studies and examples and analyze what constitutes customer centricity

In today’s hyper-competitive business landscape , placing the customer at the heart of your business strategy is more important than ever. The ability to deliver a high-quality customer experience can set a company apart and cultivate lasting loyalty. In this blog post, we’re shining the spotlight on 15 companies that have taken the customer-centric approach to new heights. From innovative start-ups to global giants, these organizations have embedded customer-centricity into their DNA, and their success stories provide valuable lessons for businesses of all sizes. So, let’s dive in and explore the strategies, vision, and real-life case studies of these 15 customer-centric companies.

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Customer Centric Companies 1: Amazon

image 1

Strategy and Vision: Amazon’s “customer obsession” motto drives its business operations, constantly pushing it to improve and streamline the customer experience. Amazon aims to make the online shopping journey as easy and enjoyable as possible.

Case Study: Amazon Prime is the epitome of the company’s customer-centric approach. Amazon identified a key customer pain point—slow shipping—and introduced Amazon Prime. It was a subscription model that gave customers access to two-day shipping, and this service has since expanded to include video and music streaming, exclusive deals, and more. This has resulted in increased customer loyalty and satisfaction.

Customer Centric Companies 2 : Apple

Strategy and Vision: Apple designs its products keeping the customer experience at the forefront, focusing on ease of use, high quality, and sophisticated design.

Case Study: Apple’s response to the “Antennagate” scandal surrounding the iPhone 4 demonstrated their customer-centricity. Users reported that the phone lost signal when held in a certain way. Despite initially downplaying the issue, Apple eventually offered free cases to mitigate the problem and ultimately incorporated the learning into their future product designs, showing a commitment to learning from and responding to customer needs .

Customer Centric Companies 3 : Zappos

Strategy and Vision: Zappos is renowned for its outstanding customer service, which includes 24/7 customer support, a 365-day return policy, and free shipping both ways.

Case Study: There are numerous stories of Zappos’ customer service going above and beyond, but one that stands out is when a customer service representative spent over 10 hours on a call with a customer. Rather than rushing the customer, the representative took the time to genuinely connect with them, illustrating Zappos’ extraordinary dedication to customer satisfaction.

Customer Centric Companies 4 : Nordstrom

Strategy and Vision: Nordstrom sets the standard for customer service in the retail industry with initiatives like personal shoppers and a generous return policy.

Case Study: One well-known story involves a customer returning car tires to Nordstrom—a product they don’t even sell—and the store accepting the return. While the story is from the early days of Nordstrom, it illustrates the lengths the company is willing to go to keep customers happy.

Customer Centric Companies 5 : Netflix

Strategy and Vision: Netflix prioritizes user experience, tailoring its services to the viewing preferences of each user, creating an enjoyable, ad-free watching experience.

Case Study: Netflix’s decision to invest in original content was based on extensive customer viewing data. They recognized a gap in the content they were providing and filled it by creating their own shows and movies, showing a commitment to using customer data to improve the user experience.

Customer Centric Companies 6 : Disney

Strategy and Vision: Disney focuses on creating memorable, magical experiences for customers. This is evident in their movies and theme parks, where every detail is designed to deliver joy and entertainment.

Case Study: Disney’s MagicBand, a wristband for park guests, serves as a hotel room key, park ticket, FastPass, and payment method. This investment in customer convenience greatly enhances the overall park experience.

Customer Centric Companies 7: Trader Joe’s

Strategy and Vision: Trader Joe’s emphasizes making grocery shopping enjoyable through friendly staff, unique product selection, and customer feedback.

Case Study: Trader Joe’s reversed its decision to discontinue a popular product after receiving a single complaint from an 82-year-old customer, demonstrating their dedication to customer satisfaction.

Customer Centric Companies 8 : Ritz-Carlton

image 2

Strategy and Vision: Ritz-Carlton sets the standard for luxury customer service in the hospitality industry, empowering employees to go above and beyond for guests.

Case Study: In one famous story, a Ritz-Carlton employee found a guest’s lost laptop charger and mailed it to them at their next destination, along with a note and some additional chargers for different devices. This is a perfect example of Ritz-Carlton’s commitment to exceeding guest expectations.

Customer Centric Companies 9 : Starbucks

Strategy and Vision: Starbucks focuses on consistent, high-quality customer experiences, with well-trained staff, a comfortable store ambiance, and customizable drinks.

Case Study: Starbucks’ mobile order and pay feature was developed in response to customer needs for a quicker, more convenient way to get their coffee. This feature has improved the customer experience and increased loyalty.

Customer Centric Companies 10 : Costco

Strategy and Vision: Costco emphasizes value, offering high-quality products at affordable prices, and additional services like optical and travel.

Case Study: Costco’s decision to keep their rotisserie chicken at $4.99, despite rising costs, demonstrates their commitment to providing value to customers and maintaining customer satisfaction.

Customer Centric Companies 11 : Southwest Airlines

Strategy and Vision: Southwest’s transparent pricing strategy, friendly service, and flexible policies all contribute to its reputation as a customer-friendly airline.

Case Study: When a passenger’s son was in a critical accident, Southwest held a plane at the gate and arranged for her to get to the hospital as quickly as possible. This is a testament to Southwest’s customer-centric culture .

Customer Centric Companies 12 : Salesforce

Strategy and Vision: Salesforce builds its services around customer needs, offering a variety of software solutions for different industries and constantly innovating based on customer feedback.

Case Study: Salesforce’s “Voice of the Customer” program involves extensive customer interviews and surveys to understand and address customer needs, illustrating their commitment to customer-centric innovation.

Customer Centric Companies 13 : Chick-fil-A

Strategy and Vision: Chick-fil-A focuses on high-quality food, exceptional customer service, and community involvement. Their employees are known for saying “my pleasure” instead of “you’re welcome,” demonstrating their dedication to polite, friendly service.

Case Study: Chick-fil-A has consistently topped American Customer Satisfaction Index (ACSI) rankings in the fast food category, illustrating the effectiveness of their customer-centric approach.

Customer Centric Companies 14 : IKEA

Strategy and Vision: IKEA focuses on providing well-designed, functional, and affordable home furnishings. They aim to create a unique and engaging shopping experience.

Case Study: IKEA’s decision to offer home assembly services was driven by customer feedback and is a clear example of their commitment to improving the customer experience.

Customer Centric Companies 15 : Patagonia

Strategy and Vision: Patagonia places its customers and their values at the heart of their business, focusing on sustainability, quality, and transparency.

Case Study: In 2011, Patagonia ran an ad during the Black Friday shopping frenzy telling customers “Don’t Buy This Jacket,” highlighting the environmental cost of consumerism. This risky move resonated with their customer base, reinforcing their brand ethos and strengthening customer loyalty.

image

10 Core Elements of Customer Centric Companies

10 Core Elements of Customer Centric Companies

Understanding Customer Needs : The first step is to deeply understand your customers: their needs, desires, pain points, and what they value most. This could be achieved through surveys, interviews, focus groups, or analysis of customer behavior data.

Segmentation : Customer segmentation involves dividing your customer base into distinct groups based on common characteristics such as demographics, buying habits, or interests. This allows you to tailor your products, services, and communications to meet the specific needs of each segment.

Personalization : Personalization is about tailoring experiences, communications, and offerings to individual customers based on their preferences and behavior. This can increase customer satisfaction and loyalty, and it can be facilitated through the use of data and technology.

Customer Journey Mapping : A customer journey map visualizes the entire process a customer goes through when interacting with your company, from initial contact to final purchase or interaction. This tool helps businesses identify customer touchpoints and find opportunities to enhance the customer experience.

Customer Feedback and Adaptation : Businesses should regularly seek feedback from their customers and use it to continuously improve their products, services, and overall customer experience. This may involve using various feedback channels such as surveys, social media, and customer service interactions.

Exceptional Customer Service : Customer-centric companies prioritize delivering excellent customer service. This might involve providing multiple channels for customer support (like phone, email, live chat), ensuring quick response times, or empowering customer service representatives to solve problems effectively .

Employee Engagement : Employees play a key role in delivering a customer-centric experience . Therefore, companies need to train and motivate their employees to put the customer first. This might involve employee incentives, training programs, or a company culture that values customer service.

Long-term Relationship Building : Customer-centric companies aim to build long-lasting relationships with their customers rather than focusing solely on individual transactions. This may involve maintaining regular communication, offering loyalty programs, or exceeding customer expectations to foster loyalty.

Leveraging Technology : Technology can enhance the customer experience through tools like CRM (Customer Relationship Management) systems, AI-powered chatbots for 24/7 customer service, personalized marketing , and data analytics tools to gain insights about customer behavior.

Value-Driven Approach : Above all, a customer-centric approach involves delivering value to the customer at every interaction. This means not just meeting their needs, but exceeding their expectations and providing a positive, memorable experience.

Samrat Saha

Samrat is a Delhi-based MBA from the Indian Institute of Management. He is a Strategy, AI, and Marketing Enthusiast and passionately writes about core and emerging topics in Management studies. Reach out to his LinkedIn for a discussion or follow his Quora Page

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Writing A Case Study

Case Study Examples

Barbara P

Brilliant Case Study Examples and Templates For Your Help

15 min read

Published on: Jun 26, 2019

Last updated on: Nov 29, 2023

Case Study Examples

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A Complete Case Study Writing Guide With Examples

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It’s no surprise that writing a case study is one of the most challenging academic tasks for students. You’re definitely not alone here!

Most people don't realize that there are specific guidelines to follow when writing a case study. If you don't know where to start, it's easy to get overwhelmed and give up before you even begin.

Don't worry! Let us help you out!

We've collected over 25 free case study examples with solutions just for you. These samples with solutions will help you win over your panel and score high marks on your case studies.

So, what are you waiting for? Let's dive in and learn the secrets to writing a successful case study.

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An Overview of Case Studies

A case study is a research method used to study a particular individual, group, or situation in depth. It involves analyzing and interpreting data from a variety of sources to gain insight into the subject being studied. 

Case studies are often used in psychology, business, and education to explore complicated problems and find solutions. They usually have detailed descriptions of the subject, background info, and an analysis of the main issues.

The goal of a case study is to provide a comprehensive understanding of the subject. Typically, case studies can be divided into three parts, challenges, solutions, and results. 

Here is a case study sample PDF so you can have a clearer understanding of what a case study actually is:

Case Study Sample PDF

How to Write a Case Study Examples

Learn how to write a case study with the help of our comprehensive case study guide.

Case Study Examples for Students

Quite often, students are asked to present case studies in their academic journeys. The reason instructors assign case studies is for students to sharpen their critical analysis skills, understand how companies make profits, etc.

Below are some case study examples in research, suitable for students:

Case Study Example in Software Engineering

Qualitative Research Case Study Sample

Software Quality Assurance Case Study

Social Work Case Study Example

Ethical Case Study

Case Study Example PDF

These examples can guide you on how to structure and format your own case studies.

Struggling with formatting your case study? Check this case study format guide and perfect your document’s structure today.

Business Case Study Examples

A business case study examines a business’s specific challenge or goal and how it should be solved. Business case studies usually focus on several details related to the initial challenge and proposed solution. 

To help you out, here are some samples so you can create case studies that are related to businesses: 

Here are some more business case study examples:

Business Case Studies PDF

Business Case Studies Example

Typically, a business case study discovers one of your customer's stories and how you solved a problem for them. It allows your prospects to see how your solutions address their needs. 

Medical Case Study Examples

Medical case studies are an essential part of medical education. They help students to understand how to diagnose and treat patients. 

Here are some medical case study examples to help you.

Medical Case Study Example

Nursing Case Study Example

Want to understand the various types of case studies? Check out our types of case study blog to select the perfect type.

Psychology Case Study Examples 

Case studies are a great way of investigating individuals with psychological abnormalities. This is why it is a very common assignment in psychology courses. 

By examining all the aspects of your subject’s life, you discover the possible causes of exhibiting such behavior. 

For your help, here are some interesting psychology case study examples:

Psychology Case Study Example

Mental Health Case Study Example

Sales Case Study Examples

Case studies are important tools for sales teams’ performance improvement. By examining sales successes, teams can gain insights into effective strategies and create action plans to employ similar tactics.

By researching case studies of successful sales campaigns, sales teams can more accurately identify challenges and develop solutions.

Sales Case Study Example

Interview Case Study Examples

Interview case studies provide businesses with invaluable information. This data allows them to make informed decisions related to certain markets or subjects.

Interview Case Study Example

Marketing Case Study Examples

Marketing case studies are real-life stories that showcase how a business solves a problem. They typically discuss how a business achieves a goal using a specific marketing strategy or tactic.

They typically describe a challenge faced by a business, the solution implemented, and the results achieved.

This is a short sample marketing case study for you to get an idea of what an actual marketing case study looks like.

 Here are some more popular marketing studies that show how companies use case studies as a means of marketing and promotion:

“Chevrolet Discover the Unexpected” by Carol H. Williams

This case study explores Chevrolet's “ DTU Journalism Fellows ” program. The case study uses the initials “DTU” to generate interest and encourage readers to learn more. 

Multiple types of media, such as images and videos, are used to explain the challenges faced. The case study concludes with an overview of the achievements that were met.

Key points from the case study include:

  • Using a well-known brand name in the title can create interest.
  • Combining different media types, such as headings, images, and videos, can help engage readers and make the content more memorable.
  • Providing a summary of the key achievements at the end of the case study can help readers better understand the project's impact.

“The Met” by Fantasy

“ The Met ” by Fantasy is a fictional redesign of the Metropolitan Museum of Art in New York City, created by the design studio Fantasy. The case study clearly and simply showcases the museum's website redesign.

The Met emphasizes the website’s features and interface by showcasing each section of the interface individually, allowing the readers to concentrate on the significant elements.

For those who prefer text, each feature includes an objective description. The case study also includes a “Contact Us” call-to-action at the bottom of the page, inviting visitors to contact the company.

Key points from this “The Met” include:

  • Keeping the case study simple and clean can help readers focus on the most important aspects.
  • Presenting the features and solutions with a visual showcase can be more effective than writing a lot of text.
  • Including a clear call-to-action at the end of the case study can encourage visitors to contact the company for more information.

“Better Experiences for All” by Herman Miller

Herman Miller's minimalist approach to furniture design translates to their case study, “ Better Experiences for All ”, for a Dubai hospital. The page features a captivating video with closed-captioning and expandable text for accessibility.

The case study presents a wealth of information in a concise format, enabling users to grasp the complexities of the strategy with ease. It concludes with a client testimonial and a list of furniture items purchased from the brand.

Key points from the “Better Experiences” include:

  • Make sure your case study is user-friendly by including accessibility features like closed captioning and expandable text.
  • Include a list of products that were used in the project to guide potential customers.

“NetApp” by Evisort 

Evisort's case study on “ NetApp ” stands out for its informative and compelling approach. The study begins with a client-centric overview of NetApp, strategically directing attention to the client rather than the company or team involved.

The case study incorporates client quotes and explores NetApp’s challenges during COVID-19. Evisort showcases its value as a client partner by showing how its services supported NetApp through difficult times. 

  • Provide an overview of the company in the client’s words, and put focus on the customer. 
  • Highlight how your services can help clients during challenging times.
  • Make your case study accessible by providing it in various formats.

“Red Sox Season Campaign,” by CTP Boston

The “ Red Sox Season Campaign ” showcases a perfect blend of different media, such as video, text, and images. Upon visiting the page, the video plays automatically, there are videos of Red Sox players, their images, and print ads that can be enlarged with a click.

The page features an intuitive design and invites viewers to appreciate CTP's well-rounded campaign for Boston's beloved baseball team. There’s also a CTA that prompts viewers to learn how CTP can create a similar campaign for their brand.

Some key points to take away from the “Red Sox Season Campaign”: 

  • Including a variety of media such as video, images, and text can make your case study more engaging and compelling.
  • Include a call-to-action at the end of your study that encourages viewers to take the next step towards becoming a customer or prospect.

“Airbnb + Zendesk” by Zendesk

The case study by Zendesk, titled “ Airbnb + Zendesk : Building a powerful solution together,” showcases a true partnership between Airbnb and Zendesk. 

The article begins with an intriguing opening statement, “Halfway around the globe is a place to stay with your name on it. At least for a weekend,” and uses stunning images of beautiful Airbnb locations to captivate readers.

Instead of solely highlighting Zendesk's product, the case study is crafted to tell a good story and highlight Airbnb's service in detail. This strategy makes the case study more authentic and relatable.

Some key points to take away from this case study are:

  • Use client's offerings' images rather than just screenshots of your own product or service.
  • To begin the case study, it is recommended to include a distinct CTA. For instance, Zendesk presents two alternatives, namely to initiate a trial or seek a solution.

“Influencer Marketing” by Trend and WarbyParker

The case study "Influencer Marketing" by Trend and Warby Parker highlights the potential of influencer content marketing, even when working with a limited budget. 

The “Wearing Warby” campaign involved influencers wearing Warby Parker glasses during their daily activities, providing a glimpse of the brand's products in use. 

This strategy enhanced the brand's relatability with influencers' followers. While not detailing specific tactics, the case study effectively illustrates the impact of third-person case studies in showcasing campaign results.

Key points to take away from this case study are:

  • Influencer marketing can be effective even with a limited budget.
  • Showcasing products being used in everyday life can make a brand more approachable and relatable.
  • Third-person case studies can be useful in highlighting the success of a campaign.

Marketing Case Study Example

Marketing Case Study Template

Now that you have read multiple case study examples, hop on to our tips.

Tips to Write a Good Case Study

Here are some note-worthy tips to craft a winning case study 

  • Define the purpose of the case study This will help you to focus on the most important aspects of the case. The case study objective helps to ensure that your finished product is concise and to the point.
  • Choose a real-life example. One of the best ways to write a successful case study is to choose a real-life example. This will give your readers a chance to see how the concepts apply in a real-world setting.
  • Keep it brief. This means that you should only include information that is directly relevant to your topic and avoid adding unnecessary details.
  • Use strong evidence. To make your case study convincing, you will need to use strong evidence. This can include statistics, data from research studies, or quotes from experts in the field.
  • Edit and proofread your work. Before you submit your case study, be sure to edit and proofread your work carefully. This will help to ensure that there are no errors and that your paper is clear and concise.

There you go!

We’re sure that now you have secrets to writing a great case study at your fingertips! This blog teaches the key guidelines of various case studies with samples. So grab your pen and start crafting a winning case study right away!

Having said that, we do understand that some of you might be having a hard time writing compelling case studies.

But worry not! Our expert case study writing service is here to take all your case-writing blues away! 

With 100% thorough research guaranteed, our professional essay writing service can craft an amazing case study within 6 hours! 

So why delay? Let us help you shine in the eyes of your instructor!

Barbara P (Literature, Marketing)

Dr. Barbara is a highly experienced writer and author who holds a Ph.D. degree in public health from an Ivy League school. She has worked in the medical field for many years, conducting extensive research on various health topics. Her writing has been featured in several top-tier publications.

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customer case studies examples

10 Best Case Study Examples for Marketers

  • Written by: Rishabh Pugalia
  • Updated: January 2, 2024

Did I miss any points? Let’s connect on LinkedIn .

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Case studies give confidence to the ICP in their purchasing decisions . Shared as marketing collateral, the best case study examples carry strong social proof of how businesses or people have benefitted from a product.

The studies take a closer look at what works and how. They are especially useful for testing out the successes of SaaS products for their specialized nature. The ICP is not just reassured but also helped with a step-by-step solutions guide to boot.

Customer stories and a user reports-based b2b example of a case study get prospects to think – “If they can do it, why can’t I?”. This triggers a FOMO reaction, nudging prospects to move faster along the sales funnel.

It’s no coincidence that 73% of the most successful content marketers today use case studies. Further, nearly 50% of SaaS companies say case study in content marketing has improved their sales. ( Forbes , Sept 2022)

Here’s what some marketers think are benchmarks for product case study examples to stand out:

Today, there are many ready-to-use DIY apps for creating strong content. You can sign up for a free account with most of them. Check out:

  • Figma and ClickUp for customer story and report templates .
  • Videopeel for video feedback sharing.
  • Flourish for interactive data visualization and more.

TBH, currently, there are way too many apps in the content creator’s toolkit. It can easily get overwhelming and lead to messy workflows. That’s why we find so many case studies ending up in the “white noise” of content marketing.

The result? Fancy graphics and meaningless fluff fill up the pages. BUT marketers fail to tell the world what kind of problems their products have solved and how.

We will assess some content examples later in this article to see which features stand out in case studies for marketing use cases.

We have made videos for 150+ B2B & SaaS companies.

Explainer Video, Product Demo, Remote Video Testimonials, and more.

customer case studies examples

What Is a Case Study?

A case study in marketing is a narrative on how a product/service solved a real-world challenge for a customer. The study is backed by results, documentary assurances (like a customer video testimonial), and data .

Case studies are good for attracting new buyers. You can see how prospects are constantly interested in learning about various products. They find it doubly interesting when their queries are not addressed from a sales perspective.

Reason? Fact-based content like case studies seem less salesy and, thus, more authentic.

In many particularly good case study examples, storytelling formats are used to introduce a customer. From there, the customer starts narrating the product story, not the brand.

Here is what such a format can capture:

  • Introduction to the customer:  He/she is a relatable profile for the ICP.
  • A brief rundown of the problems: Talks about the pain points set in real-life situations.
  • Various product touch points: Sheds light on the buyer journey. Beginning from the customer’s first encounter with the product to the consultation and, finally, the big buy.
  • The product as the solution: Elaborates how the product simplifies tasks, followed by the delivery of measurable results.
  • Resolution process: Breaks down a product’s resolution process into stages – this helps measure the buyer journey against a timeline.
  • Concrete outcomes: Many specific outcomes are listed in the conclusion.

FURTHER READING

  • Build trust using Remote Video Testimonials
  • 15 Video Testimonial Questions to Ask Your Customers

Types of Case Study

A marketing strategy matures by developing a full-funnel scope. Meaning — it guides the buyer journey from the top to the bottom of the marketing funnel stages. It begins with Awareness then comes Interest, then Desire, and finally Action – covering the entire AIDA spectrum.

So, should case studies be part of your round-the-funnel toolkit?

We’ve noted a few style formats to help you understand.

1. Problem Solution

This one makes your customer the key individual on a hero’s journey . They face various challenges but overcome them and ultimately succeed with the help of your product. It’s like your product is the wise guide, like Mr. Miyagi in ‘Karate Kid,’ helping them along the way.

We studied case study examples in the problem-solution format. They are custom-suited for prospects taking an interest. If they find a viable solution in your product, there is a good chance they will convert.

  • The customer is introduced to an adverse situation
  • The problem statement is delivered in the customer’s own words
  • A solution is explored through your offering
  • Measurable data is given to back claims of success
  • Impact statement (again, delivered in the client’s own words)
  • The best examples of case studies call for readers/viewers to experience similar success

Check out the Amazon customer story mentioned below of how Scenario used AWS Generative AI to produce 100,000 images daily.

customer case studies examples

It scaled their productivity within 2 months – and that’s a great story!

OUTSOURCING VIDEO TESTIMONIAL SERVICES

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2. Before/After

So, your product makes a difference. How about making that visible?

Before/after case studies rope in visual learners present across the funnel stages. Here’s what they do:

  • Product is vividly shown: Raises awareness level by several notches
  • Parks viewer interest: Prospects’ doubts are answered with FAQs and visuals indicating solid outcomes
  • Assures with market and social proof: Triggers conversions

Consider this Salesforce case study example.

customer case studies examples

It builds a story around Spotify coming to grips with personalized marketing at scale (propped by data silos). Soon, Salesforce’s Marketing Cloud transformed the scenario.

customer case studies examples

We know how to sell your story using your product UI

3. Success Story

People make emotional decisions (not necessarily all bad ones), even in business! Marketers are largely in the practice of using emotion to their selling advantage. See below:

customer case studies examples

Many branding case study examples that we studied (of Gong, Ramp, Asana, Shopify, and more) use the format of a customer’s success story. By telling the story of a challenge overcome, these brands anchor mainly on their prospects’ mental state . It covers people’s deeply felt wishes and aspirations.

There are ways to get your ICP’s attention with emotional appeal in all varieties of content. One particular example of case study which we studied showed how that is possible for factual content types as well.

  • Build a case study on a theme of struggle anyone can empathize with (migration, recession, gender inequality)
  • Let the story build up to a point where the customer’s quality of life improves when your product solves a particular problem
  • Give data to support your claims
  • End with an empathic call to action: “Need help with something similar? Chat with us.”

Remember, empathy prompts knee-jerk reactions and pushes forward buying decisions for prospects still in doubt.

4. Interview Style

The Q&A style is aptly called the “ Crisco ” of content marketing. In case studies, an interview-style Q&A smoothens the creases in introducing a problem. Next, it goes on to deliver nuanced views on the problem.

Here’s what makes a Q&A case study so convincing:

  • Unfiltered user perspectives
  • Two or more viewpoints shared (depending on the number of users participating)
  • Pinpointed questions, bringing out specific outcomes of the product

The spontaneity of video case study examples in the interview style is hard to top in any other format. It also gives businesses the perfect opportunity to use information shared by users through their questionnaires (check this OliverWyman sample).

10 Best Case Study Examples

In product marketing, case studies strengthen the resolve of prospective buyers about their purchase. We discovered that particularly great case study examples offer facts and customer stories that prospects can trust.

The studies also help set realistic expectations before people decide to finally buy something. We have put together 10 case studies with special features. Reproducing certain specifics, as highlighted in the samples below, will increase the chances of getting your ICP’s attention on your content.

1. Content Beta

customer case studies examples

Type: B2B Journey Summary: A creative design company handled the end-to-end video production process for a software firm. They also solved brand alignment and scaling problems by offering a CaaS (creative as a service) solution. What we Liked: Before/After comparative diagrams and business impact quantified with data

customer case studies examples

Category: Collection of customer stories Summary: An app for managing corporate expenses saves time and worries What We Liked: The video of a customer speaking of their journey, the minimalist design, collection of customer stories as a case study

customer case studies examples

Category: Success Story

Summary: Efficiency for a team increases significantly with a remote work management solution

What we Liked: Creatively featured quotes to create scroll-stopping points

customer case studies examples

Summary: A revenue intelligence platform optimized sales pipeline

What we Liked: Multimedia embedding, light interface, and stylish use of different fonts

customer case studies examples

Category: Customer Experience

Summary: A web3 marketplace increases visibility for an art project

What we Liked: Showcase of finished creatives, bright layout, and use of GIFs creating a playful aesthetic

customer case studies examples

Category: Customer Story Gallery

Summary: An eCommerce company lists case studies about the many ways it has helped small businesses sell their products

What we Liked: These company case study examples can be filtered according to industry, product, region, use case, and others

customer case studies examples

Category: Interview-style

Summary: A homestay marketplace presents the opportunity for ‘experience hosting’

What we Liked: Use of candid conversation in interview style, personal storytelling

customer case studies examples

Category: Problem Solution

Summary: A conversational marketing company helps increase market-qualified leads for a search-as-a-service platform

What we Liked: This example of a case study has a forward approach with a comment on future plans

9. Biteable

customer case studies examples

Summary: An on-brand video maker helps make professional-looking videos quicker

What we Liked: Clear metrics and video marketing tips shared at the end

customer case studies examples

Category: Experience Story

Summary: An e-commerce company focused on handmade goods and craft supplies helps build a curated vintage article shop

What we Liked: An aptly placed CTA, in this case study example, deepens the curiosity that the title creates for the reader

Case Study Format

As the curated examples suggest, case studies for marketing can take inspiration from different creative styles. Brands today experiment with — multimedia embedding, first-person narrated user-generated content, visuals-centric skimmable forms , etc, to create their case studies.

Regardless, the underlying bare-bones structure of a case study needs to remain constant. Only then can you bring out the distinct flavor of this content type.

Our survey of different business case study examples reveals a format like this:

  • Introduction: Gives background to the customer and the challenge scenario.
  • Problem: Studies the main difficulty the customer was facing.
  • Resolution: Gives an overview of the product or service the customer comes in contact with.
  • Advantage: Summarizes the top benefits of the solution – why it was the appropriate selection.
  • Outcome: The affirmative business result stems from the solution and advantages.

Having a standard structure is useful for many reasons. It allows the creative team working on a case study to understand exactly which pieces of information and assets to look for. At the same time, there is flexibility to highlight the USP of your business.

How to Write a Case Study

Case studies are factual and data-oriented . Research papers are quite the same. Only, they don’t tell a story.

When we placed some product case study examples under the scanner, different storytelling frameworks were found. Some were structured as a “hero’s journey,” while others were mindblowing success stories. We noticed all of them had a clear beginning, middle, and end corresponding to:

  • Scenario and problem
  • Product and solution
  • Results and Quantifiable Outcomes

Our close reading of the case studies also gave us insights into writing them for the desired effect on prospects. Here is a process breakdown:

  • Give the study a title indicating the problem your product has solved:  This will create an instant connection with your ICP, who are trying to solve similar challenges.
  • Introduce the customer with the background:  This Freshbooks case study example focuses on a client who is a young mother surviving a recession while trying to run a business. The scope here for creating an emotional connection with the ICP is strong.
  • Present the problem and tie it to the product:  This is the core of your content. Many B2B case study examples we came across had this part as the lengthiest segment. You may show how the customer tried other ways of dealing with the problem before discovering your product.
  • Bring out the solution: Deliver a vicarious experience for your ICP by going into the details of the customer’s journey. Trace it from product purchase to onboarding and use the solution for one or more use cases.
  • Demonstrate the results: Plug data in to support the positive outcomes from your solution. Here, data covers more than numbers. Customer quotes, polls, and reviews found on business after product use count as data, too.
  • End with a CTA: Invite prospects to experience the explained product benefits themselves. Instead of a buy button, try lead nurturing with a demo request or a ‘learn more’ CTA. Gives you more time to strengthen the lead before attempting to convert them.

Why Choose Content Beta?

If you are running a company with a small crew, surfing case study examples of multiple delivery format options, narrative styles, and new design elements can slow down your workflows. Yet, competitor research and the continuous creation of case studies remain essential for the marketing strategy of any Saas product.

This is where the Content Beta’s skilled design team can add value.

Get Content Beta’s Creative as a Service for a video (in case you want to make a video case study) and the design team on standby for a fixed monthly cost.

We are a 4.5+ rated team on TrustPilot with a proven track record of delivering well-researched case studies on time. Our team makes content creation a thoroughly collaborative process with these cutting-edge functionalities in our work portal:

  • Credits Roll Over: Unused credits are transferred to the next cycle, so you don’t have to pay for anything extra. Learn more about our pricing .
  • Quick Revisions: Add your comments to a creative in the making.
  • Cloud Storage: Upload all brand assets you want the case study to feature.
  • Collaboration: Invite your team to collaborate on the project

Schedule a call with us today!

We take inspiration from as many case study examples as possible when creating one for our brand (or our clients). Surfing through different samples increases our options for creative storytelling and gives insight into what other businesses are doing.

The range of innovative elements found in case study design examples on the web is multiplying by the day . Think – animations, UGC snippets, AR and VR segments, microlearning modules, and more.

Keeping an inventory of curated examples just helps you find relevant materials quickly.

The key elements of a marketing case study are:

  • The problem statement or scenario,
  • The product as the solution,
  • Quantitative results.

The best practices for writing a marketing study are:

  • Quoting excerpts of customer-speak about your product and brand
  • Giving data to support statements
  • Presenting in a skimmable and visually rich format
  • Placing a CTA to progress lead nurturing

The common mistakes to avoid in case study writing for marketing are:

  • Not focusing enough on customer experience
  • Writing in a jargon-heavy language that buyers cannot understand
  • Not providing data to back claims of success for your product

customer case studies examples

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customer case studies examples

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customer case studies examples

6 Interesting Customer Service Case Studies to Inspire You

customer case studies examples

July 18, 2023

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An 11-year-old boy’s experience with LEGO customer service changed the company’s brand perception. It’s not only brought in more customers but also justified their lead position in the market. Here, we will discuss a few more interesting customer service case studies.

One good service can not just help one customer but also influence future customers. Reading others’ stories will help you understand ways to overcome new challenges.

I will start with some popular ones.

Popular customer experience case studies

Customer service is not just limited to providing product-related support anymore. We have passed the line way back. As the market gets more critical, everyone is running a few extra miles. Even the top companies in the field are not compromising anything. 

Let’s start with JetBlue’s customer service case study.

JetBlue sets an example of how you can use social media to provide excellent customer service. They have multiple teams at different levels that are active on Twitter. And there are many examples of it.

Here is one: Paul once tweeted that he couldn’t find Starbucks at the gate while boarding the flight. JetBlue immediately responded with an alternative, which was free for him.

JetBlue's customer service case studies using Twitter.

Another challenge that JetBlue faced was the winter storm in early January of 2017 . They had to cancel a lot of flights at that time. And because of this, thousands of people were impacted.

The challenge here is that JetBlue cannot change the weather or ensure a safe flight during a storm. But they can provide up-to-date information.

So, they started to tweet updates about the storm and the flight schedule the whole time. As a result, even though the passengers were frustrated, they were happy with JetBlue’s service.

Zappos has a good reputation for providing the best customer support. And it has a lot of interesting customer service case studies. One particular service case created a lot of buzz in the market.

Zappos’s service agent talked with a customer for 10 hours in one call. And, surprisingly, Zappos took it in a positive way. The call wasn’t even about any service. 

This long call started with where and how that customer lives. Then, eventually, it turns into clothing and fashion-related conversation. Finally, the customer ended the call with the purchase of a pair of UGG boots.

It breaks all the records and wins a long-running battle. Which one is better, automated calls or live agents? And without a doubt, it’s the personal touch that steals the crown every time.

This customer service case study is a bit more heartwarming. 11-year-old James Groccia has Asperger’s syndrome. He was looking at an expensive LEGO set for his birthday. It’s the exclusive Emerald Night Train set.

James saved money for two years. The money came from his birthday gifts and his participation in research. But he was heartbroken when he found out that it was unavailable.

His mother looked everywhere possible. On Amazon, eBay, or any other platform, it was either out of stock or too expensive. Eventually, with the help of a social worker, James wrote to LEGO.

It was a huge surprise to James that LEGO wrote back. And not just that, they surprised him with the exclusive Emerald Night Train set just before his 11th birthday.

LEGO's customer experience case study for a 11 year old boy.

It wasn’t easy for LEGO as well. It was a discontinued set and a collectible. They had to track it down for him. This extra mile not only made that customer happy but also established a brand perception that cares about its customers.

WPManageNinja’s customer service case study

While we were looking for customer experience stories, we talked with our Support team head, Mr. Kamrul Islam , here at the WPManageNinja office. He shared a few interesting case studies with us.

“I made a full website using your table builder plugin.”

Our support team faces and solves a lot of interesting cases every day. So, from a lot of stories, we have chosen three interesting stories to share with you in this blog. And, we are not going to be technical here at all.

So keep reading.

Story #1: Fluent Form

Let’s start with a simple one. One of our clients creates a ticket with an issue through our Fluent Support helpdesk system . 

Ticket created from customer’s end

I am a Fluent Form user. And I want to create a booking form using your form builder.

Thanks a lot for contacting us. Let us get into it and see what we can do for you. We will get back to you ASAP.

Booking system plugins are typically used for appointment booking. However, our support team needs to find a way to use our form builder plugin to accomplish this task.

But instead of saying, “This is not possible,” to our client, they get to work. Started figuring out a workaround for this. For obvious reasons, a form builder cannot provide a booking system facility, but the team finds a way to use it as a basic date booking system.

Our support team used two date-picker blocks from our Fluent Form builder and used different blocks to pick the starting and ending dates. Our team got in touch with the customer and gave him the solution.

But the customer knocked again.

Ticket continue

I am happy with the solution, but I’m facing an issue. I picked one date from the “Start from” calendar drop-down, but I can still see the previous dates are active in the “End at” drop-down. I want it disabled.

Here is a screenshot.

Customer issue - Customer service case study

We can certainly help you out with this. We will get back to you shortly with a solution. We really appreciate your patience, and thanks a lot for being with us.

As our support specialist stated, they provided a solid solution. They had to write some custom code to implement a new feature in the client’s system.

service provided solution to customer - customer experience case study

That customer not only gave us a 5-star rating for our service but also became one of our loyal customers.

Story #2: Ninja Table and Fluent Form:

Speaking of adding custom features, it’s one of the regular jobs for our support team. Support agents, from time to time, write custom codes to fulfill customer requests.

Once, we got another ticket about a dynamic integration between two of our products. And the request came in multiple layers.

Hi, I am ruining a multi-user-based site, and recently I purchased the Ninja table for my site. I bought this to list my users information in a single table. But after a few tries, I failed to do it. Can you help me?

Thanks a lot for connecting us. We can help you with your issue. We will get back to you ASAP with a solution. Thanks a lot for being with us.

Our support agent needed to create a table from the site’s SQL data that contained user information.

It was an easy fix. Ninja Table has that feature built-in. Our expert agent wrote a few lines of script to pull users’ information. It created a table from SQL data.

The tickets continue.

Now I can see all the users’ information in a single table. But now I want to display only logged-in user information in the table. The rest of the user’s information should be hidden for that user.

Sure, we can do that for you.

So, the support agent created a custom shortcode to embed the table on the display page. That custom shortcode restricted other users’ information to the logged-in user.  

But the client came to our support team again.

Hi, I’m very happy with the output. But now I need one more thing from you. I need another column in the table with a form link in it. If a customer clicks on it, it will open a new page with the form on it. And I need it to be prefilled with the information from the table. I don’t want my customer to fill out the form again.

We can certainly help you with this. Our engineers will get into it and get back to you soon with a solution.

Our support team has two challenges in solving this ticket.

  • A table created using SQL data has a limitation. You cannot add a new column to the table without touching the SQL data. Altering SQL data is not a good idea at all. So, adding a new column in the table with a form link is difficult.
  • Pull the data from the table to prefill a form with logged-in users data. And then make the prefilled input box uneditable.

Our team starts with the first challenge. We cannot create a new column without altering the SQL data. But then they figured out a way to replace particular data with the desired data. And in this case, the desired data is the form page link.

So, they used a column from the SQL data set that did not have important information. Using the custom scripting, they replaced the SQL-pushed data with the form page link. Part one is solved.

For the second challenge, our team used Fluent Form. They integrate the Fluent form with the Ninja table. With the help of some custom scripting, they were able to pull the data from the table into the form’s input box.

The client was really happy with the outcome. Just because of this service, the client bought all of our products. And there is no need to mention that the client became one of our advocates.

Story #3: Ninja Table

Customers can show you totally different use cases for your product. This particular story is the best example of this statement.

Hi, I am using your Ninja Table plugin on my site. I need to link a Google Sheet with the plugin. Is it possible?

Thanks a lot for connecting us. We have a built-in integration facility for Google Sheets in the table settings.

At this point, the WP Manage Ninja team sent a step-by-step video tutorial to show how to do the integration. and the client was happy with this.

But shortly after that, clients connected with our support team again with multiple queries.

I need your help to customize the table. I want to make it look different from a regular table. Specifically, I want to hide the header and border and resize the columns and rows. I also want to know if I can apply custom styling to the data from the Google Sheet and if an image inserted in the Google Sheet will appear in the table. So somehow, I don’t want it to look like a table.

Thanks again for connecting with us. All of your requests are possible. However, it would be helpful if we could have access to the site table on your site. This would allow us to provide you with a better suggestion.

The client shared a link to the site with the support team. The whole team was a bit confused.

Customer's site image - customer service case study

Hi again. Thanks a lot for sharing the site link with us. But we may need a little more information about the site. And please specify where you want to put the final table. Also, can you please give us a link to the actual table?

I gave you the link to the table.

We are very sorry; you just gave us a site link. We cannot see any tables here.

That is the table.

May you please elaborate? What do you mean by that?

I made a full website using your table builder plugin.

After some inspection of the site, our agent realized our client had made a fully functional website using our table builder plugin. We were just amazed by this type of use case.

website made by a table builder - customer service case study

The client also linked the table with a Google Sheet, which we helped them with previously. This means that they do not need to log in to the WordPress dashboard to change any data.

Google Sheet linked with client's site - customer experience case study

The client can simply make changes to the Google Sheet from their phone, and our table plugin will automatically update the data on the site.  

This is so far one of the most unique and clever use cases we have seen for any of our products.

Takeaways customer service case studies

Up until now, we have shared six different customer service case studies. But these are not just stories. These case studies tell us what excellent service is. It teaches us how we can go the extra mile and how it can impact our customers.

Essential qualities of the best customer service reps

So, here are a few takeaways from these case studies:

  • Be responsive. Respond to the customer, even if it’s a tweet. Be quick and efficient.
  • Be helpful. Go above and beyond to help customers, even when they don’t know it’s not required. This could mean offering advice, making recommendations, or just listening.
  • Be transparent. Be honest with customers, even when it’s not good news. Customers always appreciate a direct response, even when they are angry.
  • Be personal. Take the time to get to know the customer’s individual needs. This will help you provide more personalized service. Which will make them feel special.
  • Be human. Don’t hold your personality back; let your human side shine through. Show that you care about the customer and their experience. This could mean using humor, being empathetic, or just being yourself. The personal level of connection is effortless. This will make your service seamless.
  • Go the extra mile. Go above and beyond to help customers. This could mean tracking down a discontinued product, giving a refund, or even just sending a handwritten note. Whether you need to write custom code, provide training, or even just be a sounding board, let it be.
  • Be creative. If you can’t find a solution, that’s fine. Go out of the box and come up with a new one.
  • Be patient. Sometimes, it takes time to find the right solution that works. Be patient with customers and stay with them until they’re happy with it.
  • Be open-minded. Customers may use your product in ways that you never intended. Be open to new ideas.
  • Be impressed. Be amazed by the imagination and creativity of your clients. When you see customers using your product in a unique way, make sure to let them know how impressed you are.

Final thoughts

Being a tech support specialist or service agent is a challenging job, no doubt. A customer can come up with any type of issue. Hance, the service providers have to be sound enough to deal with any surprises.

The service-dependent industries are constantly facing a variety of cases every day. That’s why customer service case studies are a must-read for support and service providers. And, on the other hand, these stories can bring in new customers.

Start off with a powerful ticketing system that delivers smooth collaboration right out of the box.

Md. Ariful Basher

Hi, this is Abir, a web designer and full-time content writer passionate about psycho-thrillers and sci-fi. I focus on creating captivating content and visually stunning websites, ensuring a top-notch customer experience. Also, a food enthusiast!

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Home > 4 Customer Service Instance Student to Inspire You

4 Customer Service Case Studies to Inspire You

4 Company Service Case Studies to Inspire Yourself

Ekaterina Heath

Catherine Heath

  • November 24, 2022

Include a Nutshell

Table of contents.

When you’ve researched any brand it’s more than likely you’ve come across a customer service case study. Real-life customer experiences are a powerful way to advertise a brand and showcase the real interactions customers take when approaching a company’s customer service department.

Instead of simply telling a customer what it’s like to benefit from a company’s customer service, they demonstrate genuine examples of customers who have submitted transportation to their consumer service team. 

Over this face of it, one company can appear much like additional without powerful case studies to demonstrate its impact. Customers will be essential to actually sign up to your service before her ca learn your customer support for themselves.  5 mini case student about understand and serving the customer

What is a customer service case study?

A customer favor case study is a strategy to show the experiences of customers that hold actually signed up up use your product or service also have act witnessed will customer service for themselves.  Potential customers judge your marketing and feature our based on the limited details they have. In other talk, people have a wahrnehmen void. They don’t show your products since what they really are, they use a sliver in resources to make a snap judgement. Here’s where marketers come in. With deeper understanding of customers’ wants, requirements, furthermore motivations, we can feed aforementioned most effective sliver of intelligence about the right propose to the customer. In this article, we share examples of companies that were able to better understandable customers to provide messages the offerings which resonated.  Read on to examples from a SaaS, a bags company, online motorbiking getting dealer, and pet protection web.

Potential our anybody are researching what your company has to offer will benefit from the box studies of customers that have already passed through the buy decision. Place of one company simply telling prospective customers what they have to offer, they will be able on demonstration its support in reality.  Learn how organizations of all frame use AWS to increase agility, lowers costs, and get innovations in to scenery.

See for yourself

A patron service case study goes beyond being a simplicity testimonial, however. It’s factual exhibits of customers who have implemented their company’s product otherwise service and a veranstaltungen of its ability to actually supplying results.  Here be four view of customer service case studies that will show you the way to attract more customers at thine business.

Why are customer service case studies important? 

Without customer serve box research, my business will battling until show how it belongs support own clients. A case investigate shows yours prospective customers how the business has performed in a real-life example of customer service, and helps them imagine how it would remain like to do store with your company.  Customer News - ServiceNow

Customer service case studies display potential customers wherewith your business has helped customers to solve their problems and further their business goals. Although there are other ways to market you businesses, consumer service case studies are ampere solid way to range leave up new prospects and convert them under customers.  Use these stairs to write a case study perspectives becomes actually read, with marketing case survey browse and a free template!

Successful customer case reviews showcase successful examples for consumer customer that persuade insert prospects to basically buy. They show prospects how well your customer favor actually works furthermore highlights your product’s value.  5 Hard Studies to Improve Your Customer Service — Kayako

How do you write a consumer service case study?

At are a few plans you need to follow when written a customer service sache study. Having a variety of differing case studies desire enable you to reach more potential customers that cover a range of situations and needs.  Case Study Library

1. Focus on your personas

You needs to consider the type of the customer that they wish to attract includes your customer serving case study. Mapping out your personas is an vital part on your commercialization strategy because it assists you identify prospects with unique wants and needs. Your user server may appeal to different types of individuals and it’s crucial to target per an specifically. 

2. Tell a report

At its core, customer support case featured are stories about particular customers. Simply raving about how great your company is wil be boring for your reading, and him need to take them on a journey. Legends need to have obstacles at overpower, and your case survey should see what your product or support is to hero of the narrative.  Case Studies | HubSpot

3. Emphasize benefits

This benefits of your customer service will help to appeal on client that have a specific my dots to solve. Instead the focusing on browse other feature it’s important toward indicate whereby your service will help them. Your customer servicing case study is likely to be a representative case of an your that holds similar problems to other prospects, and it’s important to help prospective clientele visualize using own service. 

4. Highlight the results 

Highlighting to results the your customer service wants help your consumers zuwege means focusing on the before and after of using your services. Genuine improvements to your customer’s business will help to convince them that their product or service is the answer. Showing that results of owner customer services helps customer see how them can save or make more money after choosing thy business.  Stop Testing to Delight Your Customers

4 interesting purchaser service case studies

Quick heal and kayako.

Here’s the first interesting customer service case study from Kayako. Where was a company called Speed Heal Technologies which was a provider of internet security tools and anti-virus software. They had millions the universal users, but they were struggling to deliver outstanding customer service due to a highest volume of customer service requests. 

One of their main issues was the absence of a system to track requests since different sources. Agents were checking many differents platforms for customer service requests, and lacked a vital overview are the customer experience. She were losses tags or suffering from incomplete information. There were delays in the our support experience and of existing system couldn’t admin its workflow.  4 Customer Service Situation Studies until Inspire They

Enter Kayako, help my desktop. My Shared Inbox Solution brought together the different customer service sources as as email, Facebook, Twitter, or live chat. Quick Heal agents were able to support customers seamlessly and minimize the number of tickets that endured dropped. Their could significantly reduce their ticket response times and accelerate the time to resolution. Agents were able to much more ineffective unite and reduce duplication on effort.  7 Examples of good customer service practices

Springboard and Help Scout

Of next customer service case study belongs about Springboard, a platform which provides online resource and personalized mentors into helping learners build their dream your. Their aim is to build a great education accessible to anyone inbound the world. 

So far, they have worked with 250 mentors to schlepp show than 5,000 our over 6 centers. Them success has depended on his ability to create an open environment where current feel comfortable apply feedback and discovering course information on their own.  You're is good group. Discover how organizations rely on ServiceNow to make the planet work. Find See Case Studies.

Springboard essential an solution ensure could how them construct relationships over their collegiate, regular if it’s over email, and they decided that Help Scout was the answer. Your chose Help Reconnoiter because it means they can have human conversations rather than treating their students like a ticket number.  Great customer service is essential in 2022 ✓ Learn why user are willing to spend 17% more with companies that release superior customer experiences.

They make use is Help Scout’s help counter face to find key insights into students’ conversations, as well as their Docs knowledge base which provides response to common questions. As a result, students are able to more effectively learning and overcome problems when they arise.  Customer Success Stories: Case Studies, Videos, Podcasts, Innovator stories

We’ve got another patron service case study from an airline – in this case, JetBlue. They really know wherewith to make their customers beam with small gestures and ensure they can win customers for life. 

One customer called Paul Brown was flyer with JetBlue from the taller terminal at Boston’s Log airport. He realized that he couldn’t grab her usual Starbucks coffee because there was no Starbucks during the terminal. On an whim, it sent a tweet to JetBlue asking them to deliver his venti cappuccino, and to his surprise few obliged! Through minutes JetBlue customer service representatives had delivered the coffee to Paul’s seat on the plane. 

This example of customer service shows that JetBlue is willing to go the extra mile with customer the willing ensure ensure the company can continue to attract additional customers.

Gympass and Slack

Gympass is an worldwide platform that gives companies and their employees 50% to 70% off ampere universal network of aptness workstations, digital workouts, and mental health and nutrition services. It was founded in 2012 and has extensive steady growth, now worth more than USD $1 per. Average on Gympass have access to 50,000 gyms both studios in more than 7,000 cities, so they may labor out while they are with one move.  As more and more customer transactions occur virtually, the quality of online help desks and customer service supports is proper and indispensable

The issue with this grew company was communication across the globe. The corporate was overly reliant on emails what led to silos both employees missing outbound on alive information. The solution to this finding was Slack, a communications podium the is made accessory to all latest staff so they have everything they need right from the start. 

Now, teams at Gympass jobs across a range of 2,000 Slack channels which can open to 1,000 employees. She can share documents, messages the information, keeping connected across localities and facilitating new projects please incident planning. It’s selected Gympass to build a strong culture of collaboration and ensure that everybody employee can discover the information they need.  Printing: R1007L The notion that companies must go above additionally out in their my service activities is so entrenched that managers infrequently examine it. But ampere study a better better 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little differential: All customers really want is adenine simple, quick solution to their report. The Corporate Executive Board’s Dixon the colleagues describe five loyalty-building tactics that every company should adopt: Diminish the necessity for repeatedly dial by anticipating and dealing with related downstream issues; arm reps to address the neural side of customer interactions; minimize which need for customers to schaltung service tv; elicit and use feedback from resentful or struggling customers; additionally focus on problem solving, not speed. The authors also introduce the Customer Effort Score also show that it is a betters predictor of faith than customer satisfaction measures or the Per Event Score. And things

See for yourselves

Wrapping up.

Customer serving sache studies help attract new customers go thy business by showing diehards how thy group can online them. Instead of simply telling customers what thee can do for them, yours demonstrate it with storytellers and draw i in. Display your customers benefits and score support them to perform the decision to purchase. 

Before they actually have an trial of using your product or maintenance, it’s hard for customers to know what it would be like. Case studies can give a valuable preview into something to become be same to work with your company and highlight customers that have already achieved success. 

Catholic Heath

More include

Customer interaction.

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customer case studies examples

Customer Service Case Studies: Real-Life Examples Of Service Scenarios.

Published by eSoft Skills Team on 7:14 pm 7:14 pm

Customer Service Case Studies

Are you looking for real-life examples of customer service scenarios that can help you improve your own customer service skills? Look no further!

In this article, we will explore a series of case studies that highlight different aspects of effective customer service. These case studies will provide you with valuable insights into how to handle challenging situations, resolve issues, and create positive experiences for your customers.

Customer service plays a crucial role in the success of any business. It is not just about answering phone calls or responding to emails; it is about building relationships and exceeding customer expectations. By studying real-life examples, you can gain a deeper understanding of the importance of effective customer service and learn strategies to enhance your own skills.

In each case study, we will delve into different scenarios and examine how businesses successfully handled them. From resolving product quality issues to dealing with difficult customers, these case studies will showcase various approaches and solutions that you can apply in your own work.

Get ready to dive into these insightful stories that demonstrate the power of exceptional customer service!

Table of Contents

Key Takeaways

  • Effective customer service is crucial for the success of a business.
  • Empathy and proactive customer service are essential aspects of providing excellent customer service.
  • Prompt resolution of product quality issues, with notification and compensation for affected customers, helps maintain customer satisfaction and loyalty.
  • Handling difficult customers with a calm and empathetic approach, offering alternatives, and empowering them to make choices can build trust and loyalty.

The Importance of Effective Customer Service

You can’t underestimate the impact of great customer service – it’s like a warm cup of coffee on a chilly morning, instantly making you feel valued and appreciated.

In today’s competitive business landscape, providing effective customer service is more important than ever. Customers have numerous options at their fingertips, and one bad experience can send them running to your competitors. That’s why empathy plays a crucial role in customer service.

When customers feel understood and cared for, they’re more likely to become loyal advocates for your brand. Empathy is the ability to understand and share the feelings of others. In customer service, this means putting yourself in the shoes of your customers and genuinely listening to their concerns.

By showing empathy, you demonstrate that you value their emotions and are committed to finding a solution that meets their needs. This not only helps resolve issues effectively but also builds trust and strengthens the relationship with your customers.

Proactive customer service is another essential aspect of providing exceptional support. Instead of waiting for customers to come to you with problems or complaints, proactive customer service involves anticipating their needs and addressing any potential issues before they arise.

This approach shows that you’re dedicated to delivering an outstanding experience from start to finish. By taking the initiative, you can prevent problems from escalating and create positive interactions that leave a lasting impression on your customers.

The importance of effective customer service cannot be overstated. Empathy allows you to connect with your customers on a deeper level by understanding their emotions and concerns. Proactive customer service demonstrates your commitment to going above and beyond expectations by anticipating needs before they become problems.

By prioritizing these aspects in your approach to customer service, you can foster loyalty, build strong relationships with customers, and ultimately drive success for your business.

Case Study 1: Resolving a Product Quality Issue

Resolving a product quality issue can be challenging, but did you know that 86% of customers are more likely to repurchase from a company that resolves their complaint? When faced with a product quality issue, it’s important for companies to take immediate action and address the problem effectively.

One notable case study involves a product recall due to safety concerns. The company promptly notified customers about the recall through multiple channels such as email, social media, and website announcements. This proactive approach not only ensured customer safety but also demonstrated the company’s commitment to resolving the issue.

To further enhance customer satisfaction during this challenging time, the company offered compensation to affected customers. The compensation included a full refund for the recalled product as well as additional discounts on future purchases. By going above and beyond in compensating their customers, the company not only mitigated any potential negative feelings but also showed genuine concern for their customers’ wellbeing.

In addition to addressing individual complaints, the company took steps towards preventing similar issues in the future. They implemented stricter quality control measures throughout their production process and conducted thorough inspections before releasing any products into the market. This proactive approach reassured customers that their concerns were taken seriously and instilled confidence in the brand’s commitment to delivering high-quality products.

By resolving a product quality issue promptly and ensuring customer satisfaction through compensation and preventive measures, companies can not only retain existing customers but also build trust with new ones. It’s crucial for businesses to recognize that effective customer service goes beyond simply resolving complaints; it requires taking responsibility for failures, implementing meaningful solutions, and continuously improving processes to prevent similar issues from arising again in the future.

Case Study 2: Handling a Difficult Customer

Navigating through challenging interactions with clients can be a test of your company’s ability to handle difficult situations. Dealing with angry customers requires a delicate balance of empathy, patience, and problem-solving skills.

One real-life example of a company successfully managing a difficult situation involved an irate customer who had received a damaged product.

In this case, the customer contacted the company’s customer service department immediately after receiving the damaged product. The representative on the phone remained calm and empathetic throughout the conversation, acknowledging the customer’s frustration. They apologized sincerely for any inconvenience caused and assured the customer that they would resolve the issue promptly.

The representative then offered several options to address the problem, including sending a replacement or providing a refund. By presenting these alternatives, they empowered the customer to choose what solution best suited their needs. This approach helped defuse tension and created an atmosphere of collaboration rather than confrontation.

Ultimately, by effectively managing this difficult situation and prioritizing customer satisfaction, the company not only resolved the issue but also built trust and loyalty with their client base.

Case Study 3: Going Above and Beyond for a Customer

Exceeding expectations and leaving a lasting impression, one company went the extra mile to ensure a memorable experience for a dissatisfied client. The customer, let’s call her Sarah, had purchased a high-end laptop from this company but encountered numerous technical issues soon after receiving it. Frustrated with the product’s performance and the lack of support she received initially, Sarah reached out to the company’s customer service department for assistance.

To address Sarah’s concerns promptly, the customer service representative assigned to her case took immediate action. Recognizing that resolving her technical issues alone would not suffice in restoring Sarah’s trust and satisfaction, they decided to go above and beyond what was expected. The representative personally followed up with Sarah daily to provide updates on their progress in fixing her laptop. They also offered additional compensation for the inconvenience caused by sending her a complimentary accessory package.

In addition to their exceptional level of communication, this company created a personalized experience for Sarah through small gestures that left an indelible mark on her overall perception of their brand. One example was when they surprised her by upgrading her laptop’s warranty without any additional cost. This unexpected act not only demonstrated their commitment to providing quality products but also highlighted their dedication towards ensuring customer satisfaction.

By going above and beyond in addressing Sarah’s concerns and surpassing her expectations at every turn, this company exemplified outstanding customer service. Their proactive approach not only resolved technical issues efficiently but also left a lasting impression on Sarah concerning how much they valued her as a loyal customer. Through personalized attention, generous compensation, and unexpected upgrades, they not only ensured Sarah’s satisfaction but also fostered a long-term relationship based on trust and loyalty. This case study serves as a powerful reminder that going the extra mile can make all the difference in customer satisfaction and retention.

Case Study 4: Turning a Negative Review into a Positive Experience

If your business has ever received negative feedback, it’s important to know how to turn that experience into a positive one.

In this case study, we will explore how a business addressed a customer’s concerns and transformed their perception from negative to positive.

By taking the necessary steps and going above and beyond, the business not only resolved the issue but also improved their reputation in the process.

The negative feedback received by the business

Despite your best efforts, your business was bombarded with a barrage of scathing feedback that left you reeling. Customers expressed their dissatisfaction with the quality of your products and the poor customer service they received.

These negative reviews not only affected customer retention but also posed a threat to your brand reputation. The negative feedback highlighted areas where improvements were needed. It pointed out flaws in your product design, manufacturing processes, and communication channels.

While it may be disheartening to receive such criticism, it presents an opportunity for you to address these issues and enhance the overall customer experience. By acknowledging the shortcomings and taking immediate action to rectify them, you can regain customers’ trust and loyalty while rebuilding your brand’s reputation.

The steps taken to address the customer’s concerns

After receiving the negative feedback, we quickly took action to address the customer’s concerns and improve our products and services. We understand that addressing customer complaints is essential for maintaining a positive reputation and ensuring customer satisfaction.

Our first step was to reach out to the customer directly, expressing our apologies for any inconvenience caused and assuring them that their concerns were being taken seriously.

To resolve the customer’s issues, we implemented a thorough investigation into the matter. This involved examining the specific details of their complaint, evaluating our internal processes, and identifying any areas where improvements could be made. By conducting this analysis, we were able to pinpoint the root cause of the problem and develop an effective solution.

Once we identified areas for improvement, we promptly made necessary changes to prevent similar issues from occurring in the future. This included updating our training programs for staff members involved in customer service interactions and enhancing quality control measures throughout our production process. We also communicated these updates transparently with all relevant stakeholders to ensure everyone understood our commitment to resolving customer issues.

Addressing customer complaints is not just about solving individual problems; it is about continuously improving our overall products and services. By taking immediate action upon receiving negative feedback, we demonstrate our dedication to providing exceptional experiences for every customer.

We remain committed to resolving any issues promptly while striving to exceed expectations in delivering high-quality products and top-notch service.

The transformation of the customer’s perception and improved reputation

Now that the steps have been taken to address the customer’s concerns, let’s discuss the transformation of their perception and the improved reputation of your business.

By promptly addressing the customer’s issues and providing a satisfactory resolution, you’ve demonstrated your commitment to customer satisfaction. This level of responsiveness not only resolves the immediate problem but also leaves a lasting impression on the customer.

As a result, their perception of your brand is likely to improve significantly. They’ll appreciate your willingness to listen, understand, and take action to rectify any issues they may have faced. This positive experience can lead to increased brand loyalty as customers recognize that you value their feedback and are committed to delivering exceptional service.

To further enhance customer satisfaction and foster brand loyalty, consider implementing these strategies:

  • Personalized follow-up: Reach out to customers after resolving their concerns with personalized messages or phone calls. This gesture shows that you genuinely care about their experience and want to ensure their ongoing satisfaction.
  • Proactive communication: Keep customers informed about any changes or improvements related to the issue they encountered. Sharing updates showcases transparency and builds trust in your ability to continuously improve.
  • Loyalty rewards program: Offer incentives or exclusive benefits for loyal customers who continue choosing your brand despite any initial challenges they may have faced. Rewarding their loyalty encourages repeat business and strengthens long-term relationships.

By investing in improving customer satisfaction and building brand loyalty, you can create a positive reputation for your business while fostering long-term success in an increasingly competitive market.

Frequently Asked Questions

What are the key elements of effective customer service.

Effective customer service requires several key elements.

One interesting statistic is that 86% of customers are willing to pay more for a better customer experience. This highlights the importance of providing exceptional service.

Effective communication plays a crucial role in customer service as it allows you to understand the needs and concerns of your customers, while also conveying information clearly and concisely.

Empathy and understanding are equally important, as they enable you to connect with customers on an emotional level, showing them that their satisfaction is your top priority.

By incorporating these elements into your customer service approach, you can create positive experiences that leave a lasting impression on your customers.

How can companies measure the success of their customer service efforts?

To measure the success of your customer service efforts, you can utilize various customer satisfaction metrics and conduct thorough customer feedback analysis.

Customer satisfaction metrics, such as Net Promoter Score (NPS) or Customer Effort Score (CES), provide valuable insights into how satisfied your customers are with the service they received. These metrics allow you to quantify customer sentiment and identify areas for improvement.

Additionally, analyzing customer feedback through surveys or social media monitoring enables you to understand specific pain points and address them proactively.

By consistently measuring these indicators and taking action based on the results, you can continuously enhance your customer service performance and ensure a positive experience for your customers.

What are some common challenges faced by customer service representatives?

Handling difficult customers and managing high call volumes can be incredibly challenging for customer service representatives. Dealing with irate customers can feel like trying to calm a hurricane with a feather, as their frustrations can reach astronomical levels. It requires an extraordinary level of patience and empathy to navigate through their anger and find a resolution that satisfies both parties.

Additionally, managing high call volumes can feel like juggling flaming swords while walking on a tightrope. The constant influx of calls puts immense pressure on representatives to provide quick and efficient assistance without compromising the quality of service.

However, despite these Herculean tasks, customer service representatives rise above the challenges by employing exceptional communication skills, problem-solving abilities, and an unwavering commitment to customer satisfaction.

How can companies improve their customer service skills and knowledge?

To improve their customer service skills and knowledge, companies should invest in comprehensive training programs that provide employees with the necessary tools and techniques to handle different scenarios. These programs can include modules on effective communication, problem-solving, and empathy to ensure that representatives are equipped to handle any customer interactions.

Additionally, implementing feedback systems that allow customers to provide their input and suggestions can also be beneficial. This feedback can help identify areas for improvement and enable companies to make necessary adjustments in their processes or training programs.

By prioritizing ongoing training initiatives and actively seeking customer feedback, companies can continually enhance their customer service skills and knowledge, leading to improved overall customer satisfaction levels.

What are some best practices for handling customer complaints and resolving issues?

When it comes to handling customer complaints and resolving issues, think of yourself as a skilled navigator guiding a ship through stormy waters. Customer feedback is like the wind, sometimes gentle and other times fierce, but always pushing you towards improvement.

Conflict resolution is your compass, helping you find the right path to address concerns and turn unhappy customers into satisfied ones. Actively listen to their grievances, empathize with their frustrations, and offer swift solutions that demonstrate your commitment to their satisfaction.

By taking ownership of the problem and going above and beyond to resolve it, you can transform a dissatisfied customer into a loyal advocate for your brand.

In conclusion, effective customer service is crucial for businesses to thrive in today’s competitive market. As demonstrated by the case studies discussed, handling product quality issues, difficult customers, and negative reviews with empathy and proactive solutions can turn potentially negative experiences into positive ones.

One interesting statistic that highlights the impact of great customer service is that 86% of consumers are willing to pay more for a better customer experience (Source: PwC). This statistic evokes an emotional response as it emphasizes the value customers place on exceptional service. By investing in providing top-notch customer service, businesses not only create loyal customers but also have the potential to increase their revenue.

To ensure success in customer service scenarios, it is essential for businesses to empower their employees with proper training and resources. By equipping them with problem-solving skills, effective communication techniques, and a genuine desire to help customers, companies can build strong relationships and foster trust. Additionally, embracing technology solutions such as AI-powered chatbots or self-service options can streamline processes and provide faster resolutions.

In summary, delivering exceptional customer service requires a proactive approach that focuses on resolving issues promptly while exceeding expectations. By prioritizing the needs of customers and going above and beyond to provide personalized solutions, businesses can create memorable experiences that result in increased customer satisfaction and loyalty. Remember, investing in superior customer service is not just about satisfying your current customers; it’s about attracting new ones who’re willing to pay more for an outstanding experience.

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eSoft Skills Team

The eSoft Editorial Team, a blend of experienced professionals, leaders, and academics, specializes in soft skills, leadership, management, and personal and professional development. Committed to delivering thoroughly researched, high-quality, and reliable content, they abide by strict editorial guidelines ensuring accuracy and currency. Each article crafted is not merely informative but serves as a catalyst for growth, empowering individuals and organizations. As enablers, their trusted insights shape the leaders and organizations of tomorrow.

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