Val Yonchev

Head of Customer Success, Team Topologies

Content

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...

972 Views

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

Val Yonchev

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

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 partner...

750 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

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...

275 Views