Unconventional Wisdom: 5 Steps for Developing a Powerful Adoption Playbook
It is time to rethink some major assumptions and turn conventional wisdom on its head when it comes to how buyers and sellers of software approach user adoption. For many years, user adoption was, at best, an after-thought once a system was live. At worst,…
5 Steps to Increase Accountability for Technology Adoption and ROI
When working with clients to increase software adoption of their IT systems I always hear, “there is no culture of accountability here”. The tell me that leaders will make a big speech about how things are going to change or announcing a new policy, but…
Becoming the Expert in Software Adoption
Karen Russell’s insightful article sums up a lot of the problems we often see with our Saas or Enterprise clients as they transition from making software dreams a reality. As more companies are realizing that concerted efforts on customer success will yield better adoption and…
Cloud Vendors Beware! You Now Own a Share of Your Customers’ Risk
We love talking with cloud software sales professionals. They are always excited about the big deal they are chasing and how they are going to win a new account. Even (or particularly when) they face a lot of competition, their faces light up when they…
4 Myths About Customer Success (and How to Bust Them)
If You Build It, You May End Up Wasting a lot of Time and Money! After a decade of experience in developing and implementing customer success and user adoption strategies for clients, we have seen several pervasive myths that prevent companies from getting value…
Investing In IT With No Software Adoption Strategy Is A High Stakes Gamble
REPORTED An article by the Corporate Executive Board (CEB), a research and advisory firm to leading organizations, stated that many companies in the Financial Services (FS) industry are increasing their investments in IT solutions, despite the volatile market conditions. What is shocking is that CEB reports, …
Six Reasons Why Every SaaS Vendor Needs a Customer Success Management Strategy
Just the other day, while talking to a SaaS cloud software vendor, we started talking about customer satisfaction and retention. They shared with me their examples of what is becoming a story that I hear all too often from SaaS vendors – that is, they…
7 Things Cloud Vendors Need to Do to Retain Customers
The rise of cloud computing has made it easier for cloud software vendors to acquire new customers. It has also made it harder to keep them. We consistently hear from cloud vendors that they have no problem winning the sale, but if their customers have…
IT User Adoption – a Question of Motivation
When it comes to User Adoption, this famous clip from the movie Office Space is a quick reminder of one of the most commonly overlooked issues when implementing IT systems – motivating people to work. And sure, Initech is a fictional company, but it actually…
Accelerating User Adoption
Observation Most IT projects focus on the supply of IT delivery – that is, they focus on getting the technology live – and they often ignore the key issue of driving full software user adoption and benefits realization. Further, there is an assumption that the…
