Product Adoption
1 Answer
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
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 onboard......Read More
477 Views
1 Answer
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
The best type of content for a customer is dependent on their technical abilities, learning style, and end goal. Because of this, it is important to provide the right content for the right person at the right time. Here are some examples of the top content assets based on role: * Technical Us......Read More
461 Views
1 Answer
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
The CSM is an internal and external advocate for the customers they support. Because of this, it is important for them to collaborate with internal teams to ensure clients have everything they need to be successful and adopt the product. As an example, customers will often make feature requests ......Read More
472 Views
1 Answer
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
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 client. Here are a couple of tactics I find helpful: * Repurpose a weekly or monthly touchpoint with the client and use it to ......Read More
424 Views
1 Answer
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
These are some of the most common reasons why a customer isn't adopting your product: 1. They find it difficult to use. 2. They do not have the service and support they require to be successful. 3. They are not seeing and/or do not understand the value it provides to their business. ......Read More
428 Views
1 Answer
Jessica Broderick
Yext VP, Client Solutions Management, North America • August 1
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 quicker they adopt the product, the sooner they will start seeing value. The following techniques are key to a successful onboarding:......Read More
408 Views