Sharebird
Sign Up / Sign In
Jeff Beaumont

AMA: Customer Success Consultant, Jeff Beaumont on Product Adoption

February 8, 2024 @ 10:00AM PT

View AMA Answers

  1. 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 • 2y

    I get worried a customer isn't going to adopt when: No internal champion. Without this, the account could lose internal support to roll it out. No decision maker. Decisions will stall and won't be implemented. No one is identified as who will implement or project manage it. Lack of resources to do the operational work to get it to production. They haven't logged in. If a customer hasn't logged in within the first few days (sometimes minutes depending on the product!), this can be scary for onboa ...Read More

    645 Views
    2 requests

  2. What strategies have you found most effective in driving product adoption among customers?

    Jeff Beaumont
    Jeff Beaumont

    Customer Success Consultant • 2y

    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 adoption roadmap

    3. Most of all: ask what their top 3 company objectives are and make sure you support them in that goal — product adoption will follow (unless they're a bad fit customer)

    1,214 Views
    1 request

  3. 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 • 2y

    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 "good" looked like (high retention) and then determined what they would need to do (use cases in the product) and then we saw the results. Put differently, we put together a list of customers who were hardl ...Read More

    1,133 Views
    2 requests

  4. How do you leverage customer feedback to improve product adoption rates?

    Jeff Beaumont
    Jeff Beaumont

    Customer Success Consultant • 2y

    This isn't exhaustive, but can be a good starting point: 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, success stories, or other items that could help your audience become inspired, motivated, and have a path to adopt Internal feedback loop. If you aren't already feeding that information to your Product and Exec teams, no ...Read More

    1,070 Views
    1 request

  5. If customers want to self-onboard, what do you do to ensure they implement your solution successfully?

    Jeff Beaumont
    Jeff Beaumont

    Customer Success Consultant • 2y

    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: Knowledge Base: Do you have a solid, robust knowledge base? Is that knowledge base actively referenced in your product, website, by Support, by Sales, etc.? Identify the ideal path: If you could meet with a user face-to-face and walk them through that adoption, what would that look like? What does it look like currently for sel ...Read More

    1,031 Views
    2 requests