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Empowering Customer Success Managers as Adoption Coaches

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One of the most critical functions that Customer Success Managers perform is proactively driving user adoption within your customers' organizations. But how do you do this rapidly, effectively and at scale?
The answer is to develop and empower your CSMs to be Adoption Coaches. Adoption Coaches don't tell their customers how to run their business, but they guide and help them through adoption to achieve and maintain the full value of your system over the years.

Published in: Software
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Empowering Customer Success Managers as Adoption Coaches

  1. 1. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Empowering CSMs as Adoption Coaches Jason Whitehead Founder & CEO, Tri Tuns Jennifer MacLean-Rogan VP of Client Success, Tri Tuns
  2. 2. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Housekeeping! Get your tweet on and join the conversation! #CSwebinar @GetAmity @TriTuns Q&A at the end – ask your questions in the question box! We will send the slides to everyone soon
  3. 3. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Request a demo with Amity getamity.com/demo
  4. 4. The experts in profitable customer success & accelerated software adoption delivering fast & effective consulting & training services since 2006 We are the glue that binds SaaS vendors and buyers together by making sure both are successful because one cannot succeed without the other! Copyright Tri Tuns LLC 2017. All rights reserved.
  5. 5. Jen MacLean-Rogan, Vice President of Client Success 19 Years Experience in IT User Adoption & Customer Success Bachelors: Business Administration, University of Wisconsin (Madison) Masters: Organization Development, George Washington University Jason Whitehead, CEO 20+ Years Experience in IT User Adoption & Customer Success Bachelors: Finance, George Washington University Masters: Analysis, Design & Management of Information Systems, London School of Economics Masters: Organization Development & Strategic HR, Johns Hopkins University Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  6. 6. 2016 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC. Customer Success Managers as Software Adoption Coaches Means Faster Onboarding and Lower Churn Copyright Tri Tuns LLC 2017. All rights reserved.
  7. 7. Why What How What are Adoption Coaches? How do you become an effective and valuable Adoption Coach? Why do CSMs need to be Adoption Coaches? Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  8. 8. Why What How What are Adoption Coaches? How do you become an effective Adoption Coach? Why do CSMs need to be Adoption Coaches? Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  9. 9. No Value = No Renewals Customers renew based on their experience using your product Copyright Tri Tuns LLC 2017. All rights reserved. If you’re customers aren’t using and getting value from your product, then why would they renew? Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  10. 10. A lack of adoption is a core issue for software buyers No Adoption = No Value = No Renewals Copyright Tri Tuns LLC 2017. All rights reserved. Not using and getting value from software likely has more to do with the customers’ organization than your product. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  11. 11. Your customers need and WANT your help You and your customers can’t be successful without driving adoption! Copyright Tri Tuns LLC 2017. All rights reserved. No Coaching = No Adoption = No Value = No Renewals Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  12. 12. + Drive Adoption Daily user logins Functionality used as designed System use delivering ROI Business outcomes achieved Active facilitation Accelerate onboarding Sustained system use Manage Accounts / Relationships QBRs Roadmap Renewals Account expansion Provide support Two main components of Customer Success Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  13. 13. Why What How What are Adoption Coaches? How do you become an effective Adoption Coach? Why do CSMs need to be Adoption Coaches? Copyright Tri Tuns LLC 2017. All rights reserved.Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  14. 14. Adoption can't be mandated…It needs to be guided Copyright Tri Tuns LLC 2017. All rights reserved. Proactive and helpful Listeners and guiders Questions and recommendations Keep customers on track to success May need to help them course correct Their boss The decision-maker An expert on their organization Responsible for their outcomes Demanding and overbearing Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  15. 15. Effective and valuable Adoption Coaches are a… Facilitator Guide Expert Accountabil-a-buddy Momentum Driver Pitfall Preventer Challenger Hero Creator Value Enabler Educator Influencer Helper Adoption Coach Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  16. 16. Why What How What are Adoption Coaches? How do you become an effective and valuable Adoption Coach? Why do CSMs need to be Adoption Coaches? Copyright Tri Tuns LLC 2017. All rights reserved.Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  17. 17. How do you become an effective and valuable coach Ability to solve adoption problems from your customers’ perspective Ability to deliver effective coaching Ability to tailor your coaching methods for various formats and groups Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  18. 18. Ability to solve adoption problems from your customers’ perspective Your customers need training, tools and methodologies to understand how to drive adoption within their organization and know what actions to take Copyright Tri Tuns LLC 2017. All rights reserved. Ability to solve adoption problems from your customers’ perspective Ability to tailor your coaching methods for various formats and groups Ability to deliver effective coaching Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  19. 19. Ability to deliver effective coaching You need training, tools and methodologies to understand how to drive adoption within your customers’ organization and know what actions to take as a coach Copyright Tri Tuns LLC 2017. All rights reserved. Ability to solve adoption problems from your customers’ perspective Ability to deliver effective coaching Ability to tailor your coaching methods for various formats and groups Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  20. 20. Ability to tailor your coaching methods for various formats and groups Copyright Tri Tuns LLC 2017. All rights reserved. Ability to solve adoption problems from your customers’ perspective Ability to deliver effective coaching Ability to tailor your coaching methods for various formats and groups Low-touch Medium-touch High-touch • Executives • Implementation teams • Managers / Supervisors • End-users Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  21. 21. ROI COST Sunk Costs Recovered Costs Time Adoption Coaching takes place at all stages Copyright Tri Tuns LLC 2017. All rights reserved.
  22. 22. What is the adoption coaching process? 3. PTJ – Plan the journey 1. DTR – Define the relationships 2. WTG - Where is this going? 4. STI - Structure the interactions Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  23. 23.  To make sure you’re both on the same page (i.e., shared language & understanding)  To structure your interactions  To develop effective adoption plans  To get better, faster results with far less effort Need training, playbooks and tools that you can share with your clients Copyright Tri Tuns LLC 2017. All rights reserved. Coach Playbook Customer Playbook Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  24. 24. Need to use various tools and media when working with different client tiers Use different tools and media for different customer groups Base the level of coaching services on price and profitability Low-touch Electronic Self-service Medium-touch Group Live interaction High-touch Personalized Full-suite of adoption services Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  25. 25. Adopttec empowers and enables you to be a valuable adoption coach  Online Adoption Training Courses  Adoption and Coaching Playbooks with videos  Time-saving tools, templates, checklists, samples etc…  Available immediately  Available 24 / 7  Located on-line all in one place  Simple  Scalable  Easily Actionable  Effective with any software  Effective for organizations of any size and complexity  Customized content options  Convenient options for access to adoption experts Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  26. 26. Adopttec empowers and enables you to be a valuable adoption coach Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  27. 27. Adopttec empowers and enables you to be a valuable adoption coach Copyright Tri Tuns LLC 2017. All rights reserved. Limited time offer 40% discount on any course Attend an Adopttec demo in April for your chance to win 3 months of access to Adopttec for free Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  28. 28. Tri Tuns offers fast & effective adoption & customer success solutions Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Copyright Tri Tuns LLC 2017. All rights reserved.
  29. 29. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Q&A
  30. 30. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns Thank you for being here!

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