The document outlines the '4 + 1 keys to successful software adoption planning and execution,' emphasizing that software adoption focuses on people, necessitating clear planning and ownership, along with active support from senior leadership and direct supervisors. Key elements include establishing behavioral changes, defining success early, and ensuring stakeholder engagement throughout the adoption process. Ultimately, effective software adoption leads to increased business value and improved customer success.

1. The 4 + 1 Keys to Successful Software Adoption Planning and ExecutionThe 4 + 1 Keys to Successful Software Adoption Planning and Execution
The 4 + 1 Keys to Successful
Software Adoption Planning
Steven Lichtenfels
Executive VP, TriTuns
@TriTuns

2. The 4 + 1 Keys to Successful Software Adoption Planning and ExecutionThe 4 + 1 Keys to Successful Software Adoption Planning and Execution
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3. The 4 + 1 Keys to Successful Software Adoption Planning and ExecutionThe 4 + 1 Keys to Successful Software Adoption Planning and Execution
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4. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
The 4 + 1 Keys to Successful Software Planning and
Execution
Tri Tuns LLC Consulting
The experts in profitable customer success & accelerated software
adoption delivering fast & effective consulting & training services
since 2006

5. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
Steven Lichtenfels, EVP
25+ Years' Experience in Consulting, IT,
Software Development and Managed Services
Bachelors: Business Administration
Providence College
Management & Marketing
Tri Tuns, LLC Consulting
The experts in profitable
customer success & accelerated
software adoption delivering
fast & effective consulting &
training services since 2006
Your Presenter

6. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
►Rapid and sustained software adoption is
what both Customers and SaaS vendors want
(and need)
Copyright Tri Tuns LLC 2017. All rights reserved.
►The more rapidly customers adopt your software,
that faster you both see value
►Software adoption is the key to customer
success (CS)

7. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
+
CSM’s Drive Adoption
Daily user logins
Functionality used as designed
System use delivering ROI
Business outcomes achieved
Active facilitation
Accelerate onboarding
Sustained system use
CSM’s Manage Accounts /
Relationships
QBRs
Roadmap
Renewals
Account expansion
Provide support
The Two Key Components of Customer Success
Copyright Tri Tuns LLC 2017. All rights reserved.

8. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
A lack of adoption is a core issue for software buyers
Low Adoption = Low Value = Low 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.

9. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
Copyright Tri Tuns LLC 2017. All rights reserved.
So…What are the 4+1 Keys for
Successful Software Adoption
Planning and Execution?

10. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
Copyright Tri Tuns LLC 2017. All rights reserved.
Key #1 - Software adoption is about your people, not your IT
 Adoption is about generating new behaviors which lead to increased
business value from your new software
 Machines don’t adopt software, people do
 Software adoption is rooted in organizational change management
(OCM), not IT
 IT is not responsible for adoption
 “Build it and they will come” is not a real adoption strategy

11. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
Key #2: Software adoption needs a clear & transparent plan before,
during & after go-live
 The adoption planning conversation needs to begin well before go-live
 Vendor and customer discuss early & often
 Customer discuss internally with their key stakeholders
 What are current state vs. desired future state opportunities and
obstacles?
 The 20 year renewal – adoption planning & execution goes on over the
life of the system
 Adoption planning requires a visible definition of success
Copyright Tri Tuns LLC 2017. All rights reserved.

12. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
Key #3 - Software adoption needs to be clearly owned by someone
inside of your organization
 Who owns adoption success, and who defines success?
 Matching goals and actions of both vendor and customer
 Ownership implies competency, capacity and authority
 Identifying the key customer stakeholders
 CSM’s as adoption coaches
Copyright Tri Tuns LLC 2017. All rights reserved.

13. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
Key #4 – Senior leadership needs to provide meaningful, visible
support for software adoption efforts
 Clearly communicate the increased business value they expect
(business goals) and what they will do to support it (resources &
actions)
 Provide material support to project team for overall plan and strategy
 Identify, communicate, monitor and evaluate key metrics
 Provide support to users’ immediate supervisors to help accelerate
adoption & ROI
SaaS vendors need to be connected to correct leaders
Copyright Tri Tuns LLC 2017. All rights reserved.

14. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
Key #5 - The employees’ direct supervisor is instrumental to software
adoption success
 Direct supervisors are critical to accelerating and sustaining adoption
among end-users
 Establish needed supervisor objectives, activities, competencies, and
timelines
 Identify and engage direct supervisor to enable them to drive
adoption within their teams
 Address direct supervisor roles – how are departmental needs
different?
Copyright Tri Tuns LLC 2017. All rights reserved.

15. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
4+1 Keys Summary:
1. Adoption success is about people
2. Adoption success begins with a plan, and it starts well before
go-live
3. Adoption success needs an owner and a mutual definition of
success
4. Adoption success needs top down senior leadership support
5. Adoption success needs direct supervisor engagement
Copyright Tri Tuns LLC 2017. All rights reserved.

16. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
Your SaaS customers need and WANT your help
You and your customers can’t be
successful without driving adoption!
Adoption Coaching = Faster Adoption = Bigger Value = More Renewals
Copyright Tri Tuns LLC 2017. All rights reserved.

17. The 4 + 1 Keys to Successful Software Adoption Planning and Execution
Thank you for attending !
Tri Tuns is the experts in fast & effective software adoption &
customer success solutions
Copyright Tri Tuns LLC 2017. All rights reserved.
Software Adoption
• Training, coaching & workshops
• Consulting
• Program development & implementation
• Onsite, remote & virtual
Info@TriTuns.com
301-841-7438
Customer Success
• Training, coaching & workshops
• Consulting
• CS program development
• CS outsourcing
• Onsite, remote & virtual
• SaaS Partnering

18. The 4 + 1 Keys to Successful Software Adoption Planning and ExecutionThe 4 + 1 Keys to Successful Software Adoption Planning and Execution
Q&A

19. The 4 + 1 Keys to Successful Software Adoption Planning and ExecutionThe 4 + 1 Keys to Successful Software Adoption Planning and Execution
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