Val Yonchev

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 together and we fail together. If a customer isn't successful it doesn't really make a difference if your team/department has done the job in an excellent way. We still have failed as an organization on our purpose and that is what everyone should be focused on. Adoption KPIs are in general lagging indicators, which make it less use ...Read More

As your products scale in popularity, it is inevitable that you will see more and more customers adopt your product without the support of your orgnization or the partners in your eco-system. I have found two good practice to address potential issues with ease at scale: A) Build in Health-checks into your products B) Reference architectures Let me expand on what I mean by build in a Health check: 1) It should part of the price of your product or in other words not required for the customer to pa ...Read More

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 include all different functions/departments relevant for the topic, consider Product, Support, Marketing, Sales, Sales Engineering, Customer Success, Services/Consulting. This way the meetings are actionable and end with committed action plans. 2) The "regular" cadence would depend on the number of customers you need to service and h ...Read More

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 understand what is value, how it materializes and what is required to make it real, adoption won't take off. Value realization is a mystical and often misunderstood term as it refers to multiple different facets of the same thing: What is value - or why would anyone use the product, what is it that they hope to achieve How do you get t ...Read More