the key to csm success: user adoption

The Key to CSM Success: User Adoption @GetAmity @TriTuns #CSMSuccess

Jason WhiteheadFounder and CEO, Tri Tuns

Jennifer MacLean-Rogan

Principal Consultant, Tri Tuns

The Key to CSM Success:User Adoption


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The Key to CSM Success:User Adoption


© 2016 Tri Tuns, LLC. All Rights Reserved.

What we will cover

Who We Are: What we do The Need: Why focus on user adoption? The Present: What Isn’t Working? The Future: Accelerating User Adoption to

Drive Success



About Tri Tuns

Tri Tuns is a dynamic User Adoption (UA) / Customer Success Management (CSM)

Consulting firm.

We assist Corporate and ISV / Cloud / SaaS Clientsto dramatically accelerate UA and CSM outcomes.

www.trituns.com [email protected] 703.652.0887



Your presenters

Jason Whitehead20+ Years Experience in IT & User Adoption

Bachelors: Finance, George Washington University

Masters: Analysis, Design & Management of Information Systems, London School of

EconomicsMasters: Organization Development & Strategic HR, Johns Hopkins University

Jennifer MacLean-Rogan18+ Years Experience in IT & User Adoption

Bachelors: Business Administration, University of Wisconsin (Madison)

Masters: Human Resource Development,George Washington University



The Need:Why focus on user

adoption?



Why does CSM even exist?



Because customers arenot adopting software on their own

and therefore not renewing subscriptions



Industry shift is focusing on ROI (“success”)Subscription software is shifting how customers evaluate IT investments

Traditional Purchase• Large upfront

investment in software, servers, training, etc.

• Customer was stuck with software, even if it sat on the shelf unused

• Focus on minimizing costs

Subscription Software• Low up front licensing

fees that recur on a regular basis

• Fewer barriers to buying. Can “try” the system and say “bye”

• Reoccurring renewal decisions makes you ask, “Is it worth it?”



Renewals are key

Initial purchasedecisions are

based on hopeRenewals

decisions arebased on results

No Adoption = No Value = No Renewal



The Present:What isn’t working?



Staggering statistics

Lack of user adoption is cited as the primary cause of 70% of failed CRM projects.

50% of software functionality paid for and licensed by organizations is not actually used.

47% of companies reported serious challenges with user adoption that often put projects in jeopardy.

Adoption of your product (or lack hereof) has atremendous impact on your customers’ success



What is user adoption?

“The widespread and rapid end user engagement with new technology as part of their daily workflow that

delivers measurable business value in the required time frame."

User adoption is defined as:

Quite simply, user adoption is getting people to incorporate technology into their work practices

and use it as designed to get the business results you want and need.



Success is achieved after go-live



Still thinking “Change Management”?

Blame end user

Train and forget

No ROI, No Renewal

Low, limitedsystem use

Typical Strategy

Typical Result

“Sell” staff on latest, greatest

Go live Go home




Why Focus All Of Your

Effort Here?




Achieving Business Success Requires a New

Approach

Why Focus All Of Your

Effort Here?

When So Much Value Is Created

Here?



The Future:Accelerating user adoption to drive

success



Wisdom from the past

Albert Einstein defined insanity as doing the same thing over and

over again and expecting different

results.

Mark Twain said “It ain't what you don't know that gets you into trouble. It's what you know for sure

that just ain't so.”



Solve the root – cause problemGetting your technology to work is easy.

Getting people towork with your

technology is hard.



Are you getting it wrong?



What can’t your customers do for themselves?

Where your CSM program needs to focus

Where your customers

are struggling



Accelerate user adoption

5 key tips to help you developyour CSM capabilities andaccelerate user adoption



1. Define “Success” over the life of the system

Tip #1

Create a clear, measurable definition of success that you require from system use 1, 3, 5, 10+ years into the future.

Caution: Think business success, not technical

success.



2. Plan the specific actions that drive adoption

Tip #2

Customize user adoption methodologies to include activities to accelerate and sustain adoption

over the life of the system.

Caution: Adoption methods are not “one size fits all”. You need to

adjust based on system and organizational needs.



3. Have the right skill, processes and people

Tip #3

User adoption is a business issue, not a technical issue.

Caution: You need very different skills, knowledge, experience and approaches

to drive and sustain effective user behavior.



4. Make internal changes when introducing CSM

Tip #4

Creating a new CSM team will create disruption across your internal organization.

Caution: Be very careful how you create and mature the CSM capability in your

company.



5. Invest in the right tools to make it scalable

Tip #5

80% of revenue typically comes from 20% of

customers. You will need segmented CSM services to

meet unique customer needs.

Caution: Select the right tools to provide effective,

scalable and profitable CSM services.



Are you ready? What is it that you need to do for your customers that

they either can't or won't do that is needed to get value from your system?

How do you even begin to develop a service offering aimed at changing behaviors rather than technology sales, implementation, and support?

Developing a CSM and UA methodology takes time. How quickly do you need to show results, and to whom?

Do you have the internal resources skilled at driving user adoption to quickly build out a CSM program?



We can help you

Tri Tuns Accelerated User Adoption & Customer Success

Management Service Offerings

Contact us today!

[email protected]

703.652.0887


Paul PhilpFounder and CEO, Amity

[email protected]

Meet your host


getamity.com

A Superpower Toolkit ForProactive Customer Success


Proactive Customer Success is Hard.

We partner with our Customers to accelerate the journey to Proactive Customer Success.

Amity Partners With CustomersAmity is a Sherpa on your Journey to Proactive Customer Success


From Choas to Customer SuccessIntelligent Agents Automate Data Collection and Analysis


Customer Sensors Insights Rules Engage Automate

ProductUsage

HealthScore

CustomerOutcomesRevenueDriversOperationalEvents

ChurnSignalsUpsellSignals

DynamicPriorities

ChurnIndicatorsBusinessModelling

HTMLEmail

Calls &Meetings

NPS &Survey

Alerts &Notifications

TriggeredWorkflowsSuccess

Playbooks

UnderstandListen Act

Intelligent Agents for Customer SuccessAgents Simplify Customer Success


Q&A

#CSMSuccess


Join our upcoming webinar on July 13 at 7am & 1pm ET:How To Demonstrate The Value

Your Customer Is Receiving





Thank you to our presenters!


Thank you for being here!

#CSMSuccess