Customer Success Strategy

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:...

CX and Marketing can create multiple collaborative initiatives to enhance product adoption, namely jointly tailored marketing campaigns that are aimed at the customer’s a...

Customer feedback can be a goldmine for improving product adoption rates. A wealth of information can be gleaned if you go about it the right way. A key point to note is ...

There are thousands of reasons for failed adoption and only one which should matter to customer success organizations - value realization. If the customer doesn't underst...

Client onboarding plays a critical role in driving product adoption because it lays the foundation for their understanding of the technology and how to use it. The quicke...

The most successful way to gain momentum and create a sense of urgency for product adoption is to tie it to an immediate business need or strategic initiative for the cli...

Those meetings must be (1) cross-functional and (2) on regular basis which makes sense for the rhythm of the business. 1) Cross-functional means that reviews should inclu...

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 a...

1. Best practices frameworkPurpose: This is the framework for how we talk about Gainsight’s value proposition and ideally this begins in the sales cycle to understand the...

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 me...

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...

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 bu...

A few: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)Deliver maturity model...

It should NOT! Adoption is the job of everyone in the company and the ultimate owners of the adoption KPIs would be the business owners (CEO, BU leaders). We succeed tog...