The Key to CSM Success: User Adoption

The Key to CSM Success: User Adoption @GetAmity @TriTuns #CSMSuccess
Jason Whitehead
Founder and CEO, Tri Tuns
Jennifer MacLean-Rogan
Principal Consultant, Tri Tuns
The Key to CSM Success:
User Adoption

Housekeeping!
Get your tweet on and join the conversation
#CSMSuccess
@GetAmity @TriTuns
We’ll send the recording
Q&A at the end - ask them in the questions box!
(If we run out of time, tweet or email us!)

© 2016 Tri Tuns, LLC. All Rights Reserved.
What we will cover
 Who We Are: What we do
 The Need: Why focus on user adoption?
 The Present: What Isn’t Working?
 The Future: Accelerating User Adoption to Drive
Success

About Tri Tuns
Tri Tuns is a dynamic User Adoption (UA) / Customer
Success Management (CSM) Consulting firm.
We assist Corporate and ISV / Cloud / SaaS Clients
to dramatically accelerate UA and CSM outcomes.
www.trituns.com info@trituns.com 703.652.0887

Your presenters
Jason Whitehead
20+ Years Experience in IT & User Adoption
Bachelors: Finance, George Washington University
Masters: Analysis, Design & Management of
Information Systems, London School of Economics
Masters: Organization Development & Strategic HR,
Johns Hopkins University
18+ Years Experience in IT & User Adoption
Bachelors: Business Administration,
University of Wisconsin (Madison)
Masters: Human Resource Development,
George Washington University

The Need:
Why focus on user
adoption?

Why does CSM even exist?

Because customers are
not adopting software on their own
and therefore not renewing subscriptions

Industry shift is focusing on ROI (“success”)
Subscription software is shifting how customers evaluate IT investments
Traditional Purchase
• Large upfront investment
in software, servers,
training, etc.
• Customer was stuck with
software, even if it sat on
the shelf unused
• Focus on minimizing
costs
Subscription Software
• Low up front licensing
fees that recur on a
regular basis
• Fewer barriers to buying.
Can “try” the system and
say “bye”
• Reoccurring renewal
decisions makes you ask,
“Is it worth it?”

Renewals are key
Initial purchase
decisions are
based on hope
Renewals
decisions are
based on results
No Adoption = No Value = No Renewal

The Present:
What isn’t working?

Staggering statistics
 Lack of user adoption is cited as the primary cause of 70% of
failed CRM projects.
 50% of software functionality paid for and licensed by
organizations is not actually used.
 47% of companies reported serious challenges with user
adoption that often put projects in jeopardy.
Adoption of your product (or lack hereof) has a
tremendous impact on your customers’ success

What is user adoption?
“The widespread and rapid end user engagement with new
technology as part of their daily workflow that delivers measurable
business value in the required time frame."
User adoption is defined as:
Quite simply, user adoption is getting people to incorporate
technology into their work practices and use it as designed to
get the business results you want and need.

Success is achieved after go-live

Still thinking “Change Management”?
Blame
end user
Train and
forget
No ROI, No
Renewal
Low, limited
system use
Typical Strategy
Typical Result
“Sell” staff on
latest, greatest
Go live
Go home

Why Focus
All Of Your
Effort Here?

Achieving Business
Success Requires a
New Approach
Why Focus
All Of Your
Effort Here?
When So
Much Value Is
Created
Here?

The Future:
Accelerating user
adoption to drive success

Wisdom from the past
Albert Einstein defined
insanity as doing the same
thing over and over again
and expecting different
results.
Mark Twain said “It ain't what
you don't know that gets you
into trouble. It's what you know
for sure that just ain't so.”

Solve the root – cause problem
Getting your technology to work is easy.
Getting people to
work with your
technology is hard.

Are you getting it wrong?

What can’t your customers do for themselves?
Where your CSM
program needs to
focus
Where your
customers are
struggling

Accelerate user adoption
5 key tips to help you develop
your CSM capabilities and
accelerate user adoption

1. Define “Success” over the life of the system
Tip #1
Create a clear, measurable
definition of success that you
require from system use 1, 3, 5,
10+ years into the future.
Caution: Think business
success, not technical success.

2. Plan the specific actions that drive adoption
Tip #2
Customize user adoption
methodologies to include activities to
accelerate and sustain adoption over
the life of the system.
Caution: Adoption methods are not
“one size fits all”. You need to adjust
based on system and organizational
needs.

3. Have the right skill, processes and people
Tip #3
User adoption is a business
issue, not a technical issue.
Caution: You need very
different skills, knowledge,
experience and approaches to
drive and sustain effective user
behavior.

4. Make internal changes when introducing CSM
Tip #4
Creating a new CSM team will
create disruption across your
internal organization.
Caution: Be very careful how
you create and mature the CSM
capability in your company.

5. Invest in the right tools to make it scalable
Tip #5
80% of revenue typically comes
from 20% of customers. You will
need segmented CSM services
to meet unique customer needs.
Caution: Select the right tools
to provide effective, scalable
and profitable CSM services.

Are you ready?
 What is it that you need to do for your customers that they either
can't or won't do that is needed to get value from your system?
 How do you even begin to develop a service offering aimed at
changing behaviors rather than technology sales,
implementation, and support?
 Developing a CSM and UA methodology takes time. How quickly
do you need to show results, and to whom?
 Do you have the internal resources skilled at driving user
adoption to quickly build out a CSM program?

We can help you
Tri Tuns Accelerated
User Adoption &
Customer Success
Management Service
Offerings
Contact us today!
www.TriTuns.com
Info@trituns.com
703.652.0887

Paul Philp
Founder and CEO, Amity
paul@getamity.com
Meet your host

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Proactive Customer Success

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Q&A
#CSMSuccess

Join our upcoming webinar on July 13 at 7am & 1pm ET:
How To Demonstrate The Value
Your Customer Is Receiving

Jason Whitehead
Founder and CEO, Tri Tuns
Principal Consultant, Tri Tuns
Thank you to our presenters!

Thank you for being here!
#CSMSuccess

The Key to CSM Success: User Adoption

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