Design the Right Metrics to Improve Software Adoption
Observation – Software User Adoption Have you noticed that you spend a large amount of time documenting process flows but fail to measure their IT implementation? How do you know if the end-users are enacting the system as designed and contributing to the business goals?…
Customer Success Management (CSM) and the Critical Path to Customer Renewals
*This blog post was written by Jason Whitehead, CEO of Tri Tuns and originally published publication on Openview Labs blog. “Poor user adoption and the lack of perceived value by customers is the greatest challenge faced by SaaS vendors. Quite simply, a customer that is…
Your Customer Success Strategy is Key For Customer Renewals
SaaS vendors – or any vendor that sells on a subscription basis – know that retaining customers (CSM) is critical for growing revenues and ensuring the overall prosperity of their organization. The challenge is that historically companies have focused on the initial sale and building…
10 Simple Steps: How One Fortune 100 Company Rapidly Increased CRM User Adoption
If you have worked on CRM User Adoption projects, I bet at some point in your career you have encountered this problem: after spending a lot of time and money to buy, customize and deploy a CRM system, only to face low user adoption or…
What’s Wrong With WIIFM – Get Some Answers
Observation – What’s Wrong With WIIFM? For years many pundits have said that the best way to motivate user adoption is to “sell” people on what they get for using the new system. They argue that you need to constantly tell each person, “What’s In…
Do You Have a Customer Success Management (CSM) Program? You should.
If you are like most SaaS vendors, you have a great product that is developed, implemented and supported by a team of gifted professionals. You can win new sales. Everything looks rosy. But you have a problem. You keep losing customers at renewal time. And…
Case Study – CRM Resistance or Mutiny? A Stark Example of Collaboration Gone Wrong
Penny-wise and pound-foolish Beware of IT lead CRM projects. That’s what we hear all the time and read about in all the articles. Well, I can say from experience, this is good advice.One UK client we had was replacing their CRM system. The IT department…
Does Your User Adoption Methodology Remove Organizational Barriers?
OBSERVATION: SOFTWARE ADOPTION METHODOLOGY Many IT implementations suffer from poor user adoption because they did not take into account the barriers to user adoption that lie outside the users’ control. There are many organizational elements that if not addressed prevent people from using the system…
The Death of SDLC
Observation In the early days of IT computing, many organizations had custom systems built to meet their specific needs. Programmers adopted the System Development Life Cycle (SDLC) which guided their actions during the various code development phases until they system was fully built and tested….
5 Things to Include in Your Customer Success Management (CSM) Strategy
Increasingly, investors and SaaS leaders are recognizing that customer retention is essential for their success. As a result, they are rushing to build Customer Success Management (CSM) programs that will help their customers maximize IT adoption and ROI from their systems.However, they are facing significant…
