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…
5 Things Every Chief Financial Officer (CFO) Needs to Know Before Moving to the Cloud
Moving to the Cloud, CFOs love cloud systems. They offer lower upfront costs, faster deployments, and the ability to directly expense costs without messing around with ugly depreciation schedules — it?s all quite appealing. And that is nothing compared to the potential upside that cloud…
Appreciate your employees? Get creative in showing you care.
Are you a valued employee? Let me know if this one sounds familiar. When at happy hour, do you or your friends typically spend time talking about the latest dumb thing that happened at work, how clueless the boss is, or how demoralized people are…
Using Customer Success Management (CSM) To Remove Barriers to IT User Adoption
When I speak with the leaders of Customer Success Management and IT User Adoption programs they often ask about how they can make their program more effective for increasing customer renewals. This leads to a discussion about the focus, methods and tools they use to…
Putting the Customer back in ?Customer Success Management? (CSM)
I spent some time over the weekend reading various blog articles and LinkedIn discussions about Customer Success Management. I also watched various online video presentations from CSM conferences and corporate websites. At first I was struck by all of the great issues and questions that…
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