Many organizations that are implementing a new software system can easily get the system live, but they struggle to get it adopted, get value from it, and sustain effective use and business value creation over the long-term. When we meet with companies and take a closer look at how they go about implementing systems and driving adoption, it becomes very clear that the approach they take is often preventing them from achieving their goals.
This 4-step process is intended to help buyers of software change their focus and their approach to accelerate adoption, increase their business benefits, and achieve higher levels of success from their software investments. It is also intended to help SaaS vendors – especially their customer success teams – to better understand the challenges their customers face in achieving success, so that the vendor can adjust their customer success approach and services to better meet buyers’ needs.
Step 1: Shift Your Focus to Achieving Business Outcomes
The first step to accelerating success is to understand how and when success is achieved. Check out this first video that presents the software success curve and illustrates how most IT projects are setup to fail from the very beginning.
You will see that too many organizations narrowly focus on “on-time and on-budget” delivery of systems, when what they need to focus on is the business outcomes that come well after the system is live.
Step 2: Improving Software Adoption & User Performance
The second step is to focus on changing user behavior and accelerate adoption. It is important to recognize that you need to change behavior at multiple levels (individual, team, department, etc.) and the skills and approaches required to change behavior are very different than the methods used to get a software live. Changing behavior requires you focus on people and organizational issues, not technology issues.
This is not something that your IT team can or should lead! You will need a dedicated team with the right skills and experience to do this crucial work.
Step 3: Sustaining Adoption & Success Year After Year
The third step is to make sure that you build out the organizational infrastructure required to manage future changes to the staff, software, processes, and related items that will impact ongoing user adoption and success.
You need to make sure you have people assigned to manage evolving needs and future complexities, and that they have the skills, resources and budget necessary to sustain success year over year.
Step 4: Take Actions to Improve Your Software Success
The last step is to recognize that a lot of the “traditional change management” activities that people take during a software implementation are not sufficient to deliver the initial or ongoing success you need with your technology investments.
A change of approach that is focused on sustaining long-term business benefits through driving ongoing, effective use of software is needed.
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Did you find these short videos helpful? Tri Tuns is delivering more videos in 2019 and beyond, and we invite you to check out our YouTube channel to get more free resources. We have Quick Tips to help increase user adoption, webinar replays, and other insightful videos to help you learn how you can adjust your approach to achieving software and customer success.
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