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If customers want to self-onboard, what do you do to ensure they implement your solution successfully?

Jeff Beaumont

Customer Success Consultant • 2y

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:...

1,039 Views

How do you collaborate with other teams, such as product development or marketing, to enhance product adoption efforts?

John Brunkard

Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y

Product Development:It is important that Customer Success has a close collaborative working relationship with product development. Customer Success Managers can provide u...

611 Views

How do you leverage customer feedback to improve product adoption rates?

John Brunkard

Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y

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 ...

604 Views

What are the top reasons why customers don’t adopt your product?

Val Yonchev

Team Topologies Head of Customer Success | Formerly Digital.ai, Red Hat, blueKiwi Software, Atos • 2y

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...

276 Views

What role does onboarding play in driving successful product adoption, and what techniques have you found most helpful in ensuring a smooth onboarding process?

Jessica Broderick

Ashby Global Head of Solutions Engineering • 2y

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...

1,805 Views

What tactics have actually helped you get customers to adopt the product when momentum slows?

Nicole Alrubaiy

Jellyfish Senior Vice President, Customer Success • 1y

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 acc...

672 Views

How often do you meet with product, sales, and marketing to discuss customer adoption and what do those meetings look like?

Val Yonchev

Team Topologies Head of Customer Success | Formerly Digital.ai, Red Hat, blueKiwi Software, Atos • 2y

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...

542 Views

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

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...

468 Views

What are the top content assets that your CS team utilizes to help customers adopt the product?

Meenal Shukla

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

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...

481 Views

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

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 me...

1,502 Views

How do online communities drive product adoption and customer success?

Meenal Shukla

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

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...

974 Views

Do you implement a particular strategy for accounts that froze their subscriptions and later reactive it?

Meenal Shukla

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

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...

835 Views

What strategies have you found most effective in driving product adoption among customers?

Jeff Beaumont

Customer Success Consultant • 2y

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...

1,215 Views

How should customer success split product adoption KPI’s with Product and Sales?

Val Yonchev

Team Topologies Head of Customer Success | Formerly Digital.ai, Red Hat, blueKiwi Software, Atos • 2y

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...

973 Views

Customer Success Strategy · Product Adoption