What Customer Success and Software Adoption Teams Can Learn From Nature!
I recently watched this great video from Sustainable Human that tells the story about how reintroducing just 14 wolves to Yellowstone National Park in 1995 had a profound impact on that natural ecosystem.
The video states that, “We all know that wolves kill various species of animals, but what perhaps we’re slightly less aware that they give life to many others”. The ripple effects of introducing major changes, in this case, bringing wolves back to an environment where they have been missing for 70 years, had many positive, unintended impacts. The video shows how introducing the wolves “radically changed” the behavior of the deer that had grazed away the vegetation across large areas of land. When the wolves came, the deer started avoiding specific areas of the park. In turn, the vegetation grew back, and other animals came to inhabit the park. Rivers also changed. The impact across the entire eco system was amazing, and the catalyst was traced back to just introducing 14 wolves back into the environment.
Similar things can happen in organizations when you introduce Customer Success teams (if you are a SaaS vendor) or internal software adoption efforts (if you are purchasing software). Creating groups likes these can, and should, shift the behavior across your organizational ecosystem. Creating a team, even a small team (remember, there were only 14 wolves), that is sufficiently strong enough and empowered to shift the way business is done, can create new patterns of behavior across your entire organization. This can lead to new levels of success, beyond which you might never have thought possible.
But success it not guaranteed. Wolves are a strong, powerful animal with the ability to shift the behavior of others. Your customer success team needs a strong leader, with the authority to make changes. The entire executive team needs to be open to questioning the way things currently work across the organization. And you need to look at all areas of your organizational ecosystem, to see what else is shifting, or needs to shift, in order for the organization as a whole to thrive.