Empowering Customer Success Managers as Adoption Coaches

Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns

Empowering CSMs as Adoption Coaches

Jason WhiteheadFounder & CEO, Tri Tuns

Jennifer MacLean-RoganVP of Client Success, Tri Tuns


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The experts in profitable customer success & accelerated software adoption delivering fast &

effective consulting & training services since 2006

We are the glue that binds SaaS vendors and buyers together by making sure both are successful because one cannot

succeed without the other!

Copyright Tri Tuns LLC 2017. All rights reserved.

Jen MacLean-Rogan, Vice President of Client Success

19 Years Experience in IT User Adoption & Customer Success

Bachelors: Business Administration, University of Wisconsin (Madison)Masters: Organization Development,George Washington University

Jason Whitehead, CEO20+ Years Experience in IT User Adoption &

Customer Success

Bachelors: Finance, George Washington UniversityMasters: Analysis, Design & Management of Information Systems, London School of EconomicsMasters: Organization Development & Strategic HR, Johns Hopkins University

Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTunsCopyright Tri Tuns LLC 2017. All rights reserved.

2016 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC.

Customer Success Managers as Software Adoption Coaches Means Faster Onboarding and

Lower ChurnCopyright Tri Tuns LLC 2017. All rights reserved.

Why

What

How

What are Adoption Coaches?

How do you become an effective and valuable Adoption Coach?

Why do CSMs need to be Adoption Coaches?

Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTunsCopyright Tri Tuns LLC 2017. All rights reserved.

Why

What

How


How do you become an effective Adoption Coach?



No Value = No Renewals

Customers renew based on their experience using your product


If you’re customers aren’t using and getting value from your product, then why would they renew?


A lack of adoption is a core issue for software buyers

No Adoption = No Value = No Renewals


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

organization than your product.


Your customers need and WANT your help

You and your customers can’t be successful

without driving adoption!


No Coaching = No Adoption = No Value = No Renewals


+

Drive Adoption

Daily user logins

Functionality used as designed

System use delivering ROI

Business outcomes achieved

Active facilitation

Accelerate onboarding

Sustained system use

Manage Accounts / Relationships

QBRs

Roadmap

Renewals

Account expansion

Provide support

Two main components of Customer Success


Why

What

How


How do you become an effective Adoption Coach?



Adoption can't be mandated…It needs to be guided


Proactive and helpful

Listeners and guiders

Questions and recommendations

Keep customers on track to success

May need to help them course correct

Their boss

The decision-maker

An expert on their organization

Responsible for their outcomes

Demanding and overbearing


Effective and valuable Adoption Coaches are a…

Facilitator

Guide

Expert

Accountabil-a-buddy

Momentum Driver

Pitfall Preventer

Challenger

Hero Creator

Value Enabler

Educator

Influencer

Helper

Adoption Coach


Why

What

How


How do you become an effective and valuable Adoption Coach?



How do you become an effective and valuable coach

Ability to solve adoption problems

from your customers’ perspective

Ability to deliver

effective coaching

Ability to tailor your coaching methods for

various formats and groups


Ability to solve adoption problems from your customers’ perspective

Your customers need training, tools and

methodologies to understand how to drive

adoption within their organization

and know what actions to take



from your customers’

perspective



Ability to deliver

effective coaching


Ability to deliver effective coaching

You need training, tools and methodologies

to understand how to drive adoption within

your customers’ organization and know what

actions to take as a coach




perspective

Ability to deliver

effective coaching




Ability to tailor your coaching methods for various formats and groups




perspective

Ability to deliver

effective coaching



Low-touch

Medium-touch

High-touch• Executives• Implementation teams• Managers / Supervisors• End-users


ROI

COST

Sunk Costs Recovered Costs

Marke

ting

Onboa

rding

ROIQBRs, Roa

dmap

etc…

Train

ing

User S

uppo

rt

Initia

l Sale Go-

Live

Time

Adoption Coaching takes place at all stages


What is the adoption coaching process?

3. PTJ – Plan

the journey

1. DTR – Define

the relationships

2. WTG - Where is this going?

4. STI - Structure

the interactions


To make sure you’re both on the same page (i.e., shared language & understanding)

To structure your interactions

To develop effective adoption plans

To get better, faster results with far less effort

Need training, playbooks and tools that you can share with your clients


Coach Playbook

Customer Playbook


Need to use various tools and media when working with different client tiers

Use different tools and media for different customer groups

Base the level of coaching services on price and profitability

Low-touch

Electronic Self-service

Medium-touch

Group Live interaction

High-touch

Personalized Full-suite of adoption services


Adopttec empowers and enables you to be a valuable adoption coach Online Adoption Training Courses

Adoption and Coaching Playbooks with videos

Time-saving tools, templates, checklists, samples etc…

Available immediately

Available 24 / 7

Located on-line all in one place

Simple

Scalable

Easily Actionable

Effective with any software

Effective for organizations of any size and complexity

Customized content options

Convenient options for access to adoption experts

Copyright Tri Tuns LLC 2017. All rights reserved. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns


Adopttec empowers and enables you to be a valuable adoption coach


Adopttec empowers and enables you to be a valuable adoption coach


Limited time offer 40% discount on any course

Attend an Adopttec demo in April for your chance to win

3 months of access to Adopttec for free


Tri Tuns offers fast & effective adoption & customer success solutions



Q&A


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