AMA: Jellyfish Senior Vice President, Customer Success, Nicole Alrubaiy on Product Adoption

Onboarding is critical to long-term product adoption! We have a dedicated onboarding team for new customer accounts. They're accomplishing a few key things in the onboarding phase. Integration and Configuration Get the right data integrated and configure the application to meet the customer needs Building Champion Confidence <- this is critical! If they don't trust the numbers, nobody will. Educate the customer champion, executive sponsor and administrators on key concepts Build their confide ...Read More

It's all about alignment. Product, Marketing, and Success need to be well aligned on the adoption goals and need to execute cross-functional programs to drive those goals. You need to be specific about which users should be using the app in what ways, and on what frequency. You also must be able to measure (and slice/dice) adoption to move the needle. In a prior company, we put someone in a dedicated role that played between these 3 functions with a specific focus on driving customer adoption th ...Read More

This is going to depend heavily on your product. In our case, customers use our product to improve the way they work, so we have dozens or hundreds of users in a given account with high consistency role to role, and we have centralized administrator(s). That means we can talk to a few people to move the needle on the many. We do a few things: Talk to someone! Start with the champion or the exec who purchased the product to understand if their needs are changing, if we should push on a different ...Read More

Yes! In the past, we had various approaches to driving adoption in our accounts that would cause temporary boosts but didn't result in sustained adoption. Now we have a motion that's working! First things first: you have to understand why users do/don't adopt to move the needle on this. When/where do the users get value from using your product (things that would make them come back)? How easy is it for them to pick the product up and use it without instruction? What use cases are easiest to star ...Read More

I'm not directly facing that at the moment, but I do have some thoughts. Self-led onboarding is amazing if it's likely to succeed. Let's maximize your changes of that. Here are some things you can explore: Is the person doing the onboarding highly motivated to get it done quickly? If the buyer is delegating to someone else to implement, how can you set expectations for their effort and get the buyer to keep pressure on? Consider aligning on the process and expectations in the sales process while ...Read More

We have weekly business reviews with the entire executive team where we review certain metrics including several adoption metrics like WAU, a composite product adoption score, uptake of certain critical features and whitespace. In this meeting we're monitoring week-over-week trends and aligning on areas where we need to dig in further or focus some effort. We also have more focused monthly adoption meetings where we go deeper on adoption patterns by persona, by product, and feedback we're hearin ...Read More