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What are early signs that a customer isn’t going to adopt the product and how do you gameplan against those?

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3 Answers
Product Adoption
  1. 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. Jessica Broderick
    Jessica Broderick

    Ashby Global Head of Solutions Engineering • 2y

    The biggest red flag for a customer not adopting the product is low user engagement in the platform. If no one is logging in to the product on a regular cadence it can mean that they don't see it as business critical. The best way to gameplan for this is to identify power users during the onboarding process and enable them early on. In the event that you still lack engagement, find other people or teams within the clients organization that could benefit from the product. More users = higher adop ...Read More

    1,497 Views
  3. Meenal Shukla
    Meenal Shukla

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

    . 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 Low Engagement Levels: Sign: Infrequent logins and low interaction with key features. Strategy: Implement targeted onboarding that highlights the value and utility of key features. Use engagement tools like email reminders or in-app notifications to draw them back into the product. Have customer success managers actively work with ...Read More

    491 Views

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