7 uncomfortable questions about user adoption

TLDR: 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 – as I do – that product adoption is the most important driver of customer retention and growth, then it’s important to confront this reality.

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There’s no such thing as the customer journey

TLDR: 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. Continue reading