For SaaS vendors and SaaS customers……. People are confronted by questions all the time, some as simple as “what came first, the chicken or the egg?”, and others not so simple like “who owns software adoption?”. All sarcasm aside, these two questions are related as they both apply to the world of customer success and[…]
Many SaaS vendors recognize the need for a Customer Success Management Strategy, but they struggle with knowing where to begin creating this capability. They often start with what they are comfortable with and by doing what they already know how to do. But this won’t solve their problem. It is time for something new. The[…]
What a 2 year old can teach you about software adoption We can learn a lot from young kids, if we just pay attention. Here is an example that can help you increase adoption of your software and performance over year team. Action See if you can relate to this one. This morning we[…]
The critical ARC of your software learning curve While working on a client Software Adoption Rescue project, the client executive shared that they had always known their users would need to navigate up a steep learning curve before they fully adopted the software. Yet, despite this expectation and their best efforts to provide the communications,[…]
Who wouldn’t like to secure 20 years’ worth of renewals with each of their customers? Well, this is doable and, in fact, if you sell on a subscription basis, this should be your goal from the very beginning. But how do you get there? Ask yourself, “How would I need to approach and manage a[…]
It is time to rethink some major assumptions and turn conventional wisdom on its head when it comes to how buyers and sellers of software approach user adoption. For many years, user adoption was, at best, an after-thought once a system was live. At worst, it was ignored completely. IT departments and executive sponsors were[…]
When working with clients to increase software adoption of their IT systems I always hear, “there is no culture of accountability here”. The tell me that leaders will make a big speech about how things are going to change or announcing a new policy, but when it comes time to actually hold people accountable or[…]
Karen Russell’s insightful article sums up a lot of the problems we often see with our Saas or Enterprise clients as they transition from making software dreams a reality. As more companies are realizing that concerted efforts on customer success will yield better adoption and better business outcomes, these mistakes can interfere with realizing the[…]
We love talking with cloud software sales professionals. They are always excited about the big deal they are chasing and how they are going to win a new account. Even (or particularly when) they face a lot of competition, their faces light up when they are talking about landing the new customer. Their energy is[…]
If You Build It, You May End Up Wasting a lot of Time and Money! After a decade of experience in developing and implementing customer success and user adoption strategies for clients, we have seen several pervasive myths that prevent companies from getting value from their IT investments. Because they believe these things, people[…]
