April 2019: The inSided and Usabilla Customer Success teams got together to deliver a great and inspiring presentation on how CSMs can stimulate product adoption within their B2B software customers. We're happy to share the slides with you here!

1. Product adoption
Strategies & Best Practices

2. About us
Marine Maupin
Customer Success Manager
Usabilla
Martine van Deursen
Customer Experience Director
inSided

3. Why is product adoption important?
Let your customer get more value out of your product
Not knowing about certain use cases can create
unhappiness
You might miss an opportunity to ‘wow’ your customer
It is a sign of a healthy partnership to guide
your customers

4. The role of the Customer Success team
Create a process to stimulate
product adoption
Which communication is in place? Which
touchpoints can you create to talk about new
or unused features?
Provide your product
team with feedback
What do you hear when you visit your
customers? What do customers tell you?
Explain use cases that can
be accomplished
What did other companies do? Why is is
helpful for them to use a certain feature?
Show the value
Set clear goals / keep track of progress
What is the value / ROI of the use of certain
features? Make sure to explain the benefits.

5. Must do’s
Have a strong onboarding approach
Keep track of the product use of customers
Be aware of changes within the organization of your
customer
Keep customers engaged by rewarding them
for reaching milestones

6. Initiatives we take to stimulate
product adoption

7. Invest in a good onboarding
Well begun is half done
Be aware of the desired
outcome
Be clear about milestones
Verify the taken steps during
onboarding

8. Customer life cycle

9. High Level Implementation Plan
2 weeks
Discover functionalities
of the inSided platform
Style and configure the
platform
Warming up
2 weeks
Create content
Create communication and
integrations to gain traffic
Migration
Go Live checks
Get ready for the game
2-4 weeks 2 weeks
Learn about creating your
content, traffic and activation
strategy
Training on community
moderation & control
environment
Train
Learn more about getting
the most out of our
platform
Measure success and take
the right actions based on
the performance and
desired outcome
Go live & shape tactics

10. Involve your customers in building new features
Have a central place where
customers can give feedback
Let your customers discuss
their requests together
Make your product managers
the owner of the conversations
Invite customers for pilot groups,
involve them early in the process

11. Have Product Evaluation Calls
Chance for customers to share
their experience
Product team is in the lead
questions to guide the conversation
Update from product team
Current and future features
Open discussion about concepts
Customers can give their feedback and feel part of the
process

12. Give proactive advice when customers need it
Monitor how your customers are
doing
Engage with them at the right
place and time
Provide in-product support and
tips
From reactive customer support to
proactive customer success

13. Relate to common use cases to show value
Let your customers share their use
cases
Provide best practices and tips
and tricks
Think ahead of the metrics that
express the value
Try to monetize the value

14. Prepare & guide customers towards a use case

15. Ambitions for the future

16. What’s next for us?
Automated triggers based on the (non)use of features
More integrated measurements
More clear insights in the effect on retention
More in-product engagement & segmentation

17. Do you recognize these examples
in your company?
So, what about you?