Driving customer adoption can feel like herding cats

TLDR: 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 … Continue reading Driving customer adoption can feel like herding cats

“Train the Trainer” is a terrifying term

TLDR: 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 … Continue reading “Train the Trainer” is a terrifying term

The future of business software

Tom Tunguz wrote an insightful blog recently comparing legacy software applications with the new, disruptive ones. He writes: “A senior SaaS executive once told me, “Reports sell software.” In a top down sale, that’s absolutely true. The CEO wants better predictability of bookings so she’ll buy a CRM tool to gather the data. Classically, software … Continue reading The future of business software

Mining for gold: 3 sources of product usage data

Update: the vendor landscape described here has evolved considerably since writing this. But the basic concepts still apply. In a prior blog, I talked about ways to drive revenue growth with product usage data. Including reducing churn, spotting up-sell opportunities, increasing trial conversions etc. In a follow-up blog, I discussed the four dimensions of product usage that you need … Continue reading Mining for gold: 3 sources of product usage data