Nancy J Luscri (She/Her)

Onboarding plays a paramount role in successful production adoption, especially when the product is not intuitive or simple to learn, which, as we all know, applies to most enterprise software. Proper onboarding can make the difference between a delighted customer who will renew year after year and a customer who churns a few months later from lack of perceived value. The two techniques that are most helpful, especially when used in tandem are:A) Align product adoption with a use case of a busin ...Read More

There can be multiple reasons why a customer doesn’t adopt your product. For very young start-ups, it could be that there is no product-market fit. But assuming product-market fit has been established and there’s a large enough total addressable market (TAM), typically customers don’t adopt the product because they are not getting and seeing the value in the product. And there are numerous reasons why customers may not be getting and seeing the value, such as:A) Customers are inconsistently usin ...Read More

To properly enable a customer to self-onboard, you must provide different resources that meet the customer wherever they are in their adoption journey. Some examples of this are:A) Technical documentation site/platform that users can filter on by product or feature. This should be similar to a detailed user manual listing everything about your product. B) Self-service knowledge articles, FAQs, chatbots via a support channel. C) Company YouTube or Twitch channel with shorts or longer-form video t ...Read More

CX and Marketing can create multiple collaborative initiatives to enhance product adoption, namely jointly tailored marketing campaigns that are aimed at the customer’s adoption journey at key inflection points and well-timed drip messages to communicate new product features in relevant ways. Marketing typically has access to an invaluable customer data set by various dimensions (industry, vertical, geo, ARR, NPS, MQL, campaign results, etc.), and marrying elements of that data set with CX data ...Read More

We enable CSMs to manage customer training by combining smart tools, solid processes, and proven frameworks. This approach transform CSMs from training suggestion boxes into strategic learning architects who can directly connect education to business results. We leverage 3 steps for this: Prescribing the Right Training • Conduct skills gap analyses using customer maturity assessments, product adoption data, and usage analytics • Create customer personas segmented by industry, role, technical pro ...Read More

We typically identify at least one individual who is an employee of our customer who can act as the overall enablement and adoption manager within the customer account. They are not only champions of the product but also champions of enablement. We arm them with every asset and collateral to simplify their ability to engage with their fellow employees as it relates to our product's adoption within their account. And we also provide reporting functionality so they can see the progress of their te ...Read More

We've found that the most reliable tactics for driving registration-to-completion and repeat engagement start with making the "why" crystal clear. When we communicate the specific, tangible outcomes learners will achieve—not just course features—we see dramatically higher completion rates. For repeat engagement, we've learned that building community and demonstrating ongoing value are game-changers. We create learning pathways where each course naturally leads to the next. Post-webinar follow-up ...Read More

We've built strong partnerships with Product and Support by embedding ourselves directly into their workflows. Our training team participates in roadmap reviews and new product and release introductions, while dedicated liaisons attend weekly syncs and operations meetings to catch upcoming features and emerging issues in real-time. We've established shared communication channels and a content advisory board where all three teams collaborate on prioritizing what needs to be created or updated. Th ...Read More

I suggest using AI in some pretty cool ways to make customer onboarding smoother and more efficient. From beefing up identity verification to keep things secure, to digging deep into customer data to streamline the whole process, AI is really doing a lot of the heavy lifting. Also, you can get AI-powered virtual assistants to handle routine tasks and personalized interactions, which means faster onboarding and happier customers. All of this adds up to less manual work, fewer bottlenecks, and som ...Read More