Want to give a great Customer Experience? Test it repeatedly

Customer Experience is a holistic approach that covers every touchpoint your customer has with you. You should be constantly vigilant in verifying that every touchpoint is always working. My tale of woe When I was in charge of product management at AVG a few years ago, we had a massive number of Free product users; tens … Continue reading Want to give a great Customer Experience? Test it repeatedly

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Customer Adoption Can Feel Like Herding Cats

You defined the customer journey.  You onboard & train new users. You make support and knowledge resources available. And still, users don’t adopt your products in the timeframe and manner that you want. To be great at driving adoption, we have to recognize that there’s no singular user journey.  Rather, there are many.  Get ready … Continue reading Customer Adoption Can Feel Like Herding Cats

7 Uncomfortable Questions About User Adoption

If you’re like many folks in Customer Success, you spend most of your days working with key stakeholders at your customer accounts.  People like business sponsors, department leaders, admins and projects managers. Suddenly, the week is over and you haven’t spent a minute with the actual users of your product.   If you believe - … Continue reading 7 Uncomfortable Questions About User Adoption

Do you have a User 360?

Many companies have assembled a “Customer 360” profile from various data sources, and deployed tools to utilize that information.  Customer Success apps are a good example of leveraging that data.  However, many companies don’t yet have a “User 360” that drives different - and highly valuable - customer insights and engagement. The Customer 360 The … Continue reading Do you have a User 360?

“Train the Trainer” is a Terrifying Term

If you provide software, data services or other online services to businesses, you might be familiar with the term “train the trainer”.  It’s a time-honored approach to deploying software to new users.  It should also strike terror in the hearts of vendors. If you believe, as we do, that adoption of your product is critical … Continue reading “Train the Trainer” is a Terrifying Term

There’s No Such Thing as the Customer Journey

There isn’t a single customer journey. There are many journeys. Because every customer takes her own journey, no matter what we want them to do. How do you balance your desire to “standardize” the customer journey with the desire of your customers to be treated individually? Here are three things to consider. The customer journey begins with … Continue reading There’s No Such Thing as the Customer Journey

The Onboarding Ghost Ship

In Customer Success land, we’re starting to find religion around how critical customer onboarding and adoption can be. As we diagnose the root cause of churn and escalations that we’re managing, we often point back to the early days of a customer relationship where your product takes hold. Or doesn’t. However, there is an over … Continue reading The Onboarding Ghost Ship