The 4 + 1 Keys to Successful Software Adoption

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

The 4 + 1 Keys to Successful

Software Adoption Planning

Steven LichtenfelsExecutive VP, TriTuns

@TriTuns


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

The 4 + 1 Keys to Successful Software Planning and Execution

Tri Tuns LLC ConsultingThe experts in profitable customer success & accelerated software adoption delivering fast & effective consulting & training services

since 2006


Steven Lichtenfels, EVP25+ Years' Experience in Consulting, IT,

Software Development and Managed Services

Bachelors: Business Administration

Providence College

Management & Marketing

Tri Tuns, LLC ConsultingThe experts in profitable

customer success & accelerated software adoption delivering fast & effective consulting & training services since 2006

Your Presenter


►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)


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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



A lack of adoption is a core issue for software buyers

Low Adoption = Low Value = Low Renewals


Not using and getting value from software likely has more to do with the

customers’ organization than your product.



So…What are the 4+1 Keys for Successful Software Adoption Planning and Execution?



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


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



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



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 leadersCopyright Tri Tuns LLC 2017. All rights reserved.


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?



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



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



Thank you for attending !Tri Tuns is the experts in fast & effective software adoption &

customer success solutions


Software Adoption • Training, coaching & workshops• Consulting• Program development & implementation• Onsite, remote & virtual

[email protected]

Customer Success• Training, coaching & workshops• Consulting• CS program development • CS outsourcing• Onsite, remote & virtual• SaaS Partnering


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