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Jeff Beaumont

AMA: Customer Success Consultant, Jeff Beaumont on Product Adoption

February 8 @ 10:00AM PST
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Customer Success Consultant, Jeff Beaumont on Product Adoption
Top Questions
How do you leverage customer feedback to improve product adoption rates?
Jeff Beaumont
Jeff Beaumont
Customer Success Consultant • February 8
This isn't exhaustive, but can be a good starting point: 1. Annual survey results. It's a lot of work, but after gathering that feedback, share it back with your customers in a annual survey results PDF. For example, share some of the best practices, which tools have high adoption,......Read More
559 Views
1 request
What strategies have you found most effective in driving product adoption among customers?
Jeff Beaumont
Jeff Beaumont
Customer Success Consultant • February 8
A few: 1. Give them a call to focus on how they can improve their desired outcomes (not use more of your product, but how they can get their stuff done) 2. Deliver maturity models: have a way for customers to see how they stack against their peer group and/or against your internal a......Read More
566 Views
1 request
What are early signs that a customer isn’t going to adopt the product and how do you gameplan against those?
Jeff Beaumont
Jeff Beaumont
Customer Success Consultant • February 8
I get worried a customer isn't going to adopt when: 1. No internal champion. Without this, the account could lose internal support to roll it out. 2. No decision maker. Decisions will stall and won't be implemented. 3. No one is identified as who will implement or project manage it. La......Read More
382 Views
2 requests
If customers want to self-onboard, what do you do to ensure they implement your solution successfully?
Jeff Beaumont
Jeff Beaumont
Customer Success Consultant • February 8
This become highly complex based on the user persona, the complexity, of the product, and the time to adoption, among other things. However, a few things to consider are: 1. Knowledge Base: Do you have a solid, robust knowledge base? Is that knowledge base actively referenced in your prod......Read More
568 Views
2 requests
Can you share any success stories or specific examples of customer accounts where you were able to significantly increase product adoption?
Jeff Beaumont
Jeff Beaumont
Customer Success Consultant • February 8
Two examples, one SMB and one enterprise: SMB: Theme: work backwards from what you want: customer is well-trained —> product adoption —> high retention. A long time ago I worked for a company entirely focused on SMB (think single users up to 20). With that, we worked backwards from what "g......Read More
563 Views
2 requests