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AMA: Gainsight Director of Customer Success, Meenal Shukla on Product Adoption
April 23 @ 10:00AM PST
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Gainsight Director of Customer Success, Meenal Shukla on Product Adoption
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Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
When dealing with accounts that have frozen their subscriptions and later choose to reactivate, it's essential to implement a strategy that not only welcomes them back but also addresses the reasons they paused their subscriptions in the first place. Here’s a strategy that can be effective in suc......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
Here are some key roles onboarding plays and practical techniques for ensuring a smooth process: 1. Educating Users: Onboarding educates users about the core functionalities and value of the product, helping them understand how it can solve their problems or enhance their workflow. 2.......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
Here’s a strategic approach to effectively use customer feedback to enhance product adoption: * Collecting Feedback Across Various Channels * In-app and email feedback tools: Use prompts and surveys within the application to gather real-time, context-specific feedback. Use emails fo......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
Collaborating effectively across teams like product development, marketing, sales, and customer support is crucial for enhancing product adoption efforts. Here’s how you can foster such collaboration: 1. Establish Clear Communication Channels: Set up regular meetings, shared digital workspaces,......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
Online communities play a pivotal role in driving product adoption and enhancing customer success. When done right, they serve as vibrant hubs where users can engage with each other, as well as with the product team, creating a dynamic ecosystem that supports learning, feedback, and advocacy. Her......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
. Here are some common early warning signs that a customer may not fully adopt a product, along with strategies to address these concerns: EARLY SIGNS OF POOR ADOPTION 1. Low Engagement Levels: * Sign: Infrequent logins and low interaction with key features. * Strategy: Impl......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
Here are several top reasons why customers might not adopt a product: 1. Complexity and Usability Issues Problem: If the product is perceived as too complicated or non-intuitive, users might feel overwhelmed and reluctant to integrate it into their daily routines. Solution: Streamline the user......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
1. Best practices framework Purpose: This is the framework for how we talk about Gainsight’s value proposition and ideally this begins in the sales cycle to understand the business challenge that brings a prospect to us in the first place Usage: Our value realization program, commonly known as ......Read More
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Meenal Shukla
Gainsight Senior Director of Customer Success • April 23
Go to: https://pulselibrary.gainsight.com/ Search for Product Adoption and you will see a lot of customers sharing their stories and journeys. Note that this is a Gainsight agnostic content shared during our customer success industry event. Here is how you can search for content. https://share......Read More
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