Adoption and Success

Customers who achieve phenomenal results have invariably adapted their processes to take advantage of the way the solution works. If you leave it entirely to the customer to understand and make the essential process changes you’ll naturally get highly variable results. If you are not crystal clear o...

The value your solution creates must align with the customer’s definition of success. The most common reason why this link gets broken is simply the failure to truly understand the customer’s ultimate vision for their success. Only then can the customer success manager work to ensure the value creat...

• Drive key process changes in the customer.
• Ensure value is aligned with their success, and the impact is measured and materialized.
• Continually find ways to expand your leverage against the customer’s success.

Getting employees to use the solution is a primary driver of customer success. Success drives adoption when all the elements of the causal chain lock into perfect alignment. When all the elements are there and aligned, success, adoption, expansion, and renewal seem to take on an energy of their o...

The third fallacy is the idea that driving their success will be enough. But over time, delivering the same value has a diminishing impact relative to the customer’s evolving needs, perceptions, and alternatives. For every renewal there must be a story about how you are making an increasing impact o...