🤔 "Most people think adoption is license utilization, but it’s more about the depth of features and functionality utilization!" -Wayne McCulloch
I picked up the 7 pillars of Customer Success after a recommendation here on #LinkedIn and have been devouring it for the past week!
Fantastic book on so many levels to add to my growing understanding of customer success and how to support our employees as they support our customers!
🔥Here are my biggest takeaways that are going to support my own internal employee success and adoption programs using WalkMe™:
➡️ Throughout the adoption process, you need to put forth all our efforts to attain the business outcomes the customer sought to achieve…in the first place.
➡️ We need users to do what they have always done, but to do it MORE and do it BETTER! 🤗
➡️ Identify HORRIBLE “best practices” that are sending customers down the wrong direction…
➡️ Bury the FUD (fear, uncertainty, doubt) and help them adopt the new features/platform.
I really felt #3…😳
I highly recommend this book for other #DigitalAdoption and Customer Success professionals who would like to support their users, create adopters, advocates, and strategic advisors!
Wayne gives great examples for full scale customer success…and I appreciated his candor on Net Promoter Scores! 🤣
#cspillars #customerexperience #success #leadership #sales #strategy #innovation #futureofwork
I'm an industry leader in Digital Adoption Technology, Digital Learning, LX, and Employee Enablement with several years of experience creating disruptive and strategic technology learning programs for global companies.