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Can you share any success stories or specific examples of customer accounts where you were able to significantly increase product adoption?

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3 Answers
Product Adoption
  1. Nicole Alrubaiy
    Nicole Alrubaiy

    Jellyfish Senior Vice President, Customer Success • 1y

    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

    721 Views
  2. 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

    1,132 Views
  3. Meenal Shukla
    Meenal Shukla

    Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 2y

    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.zight.com/rRuDqWEr

    468 Views

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