Well well well, it looks like we’ve stumbled upon the holy grail of customer success—product adoption. It’s the one thing that can make or break a customer’s experience with your company. But fear not my fellow customer success warriors, I have come bearing the gift of insight on increasing product adoption within your customer base. So sit back, relax, and get ready to learn how to turn those product skeptics into evangelists. Use a Multi-channel Approach to Solve the Adoption Challenge With the usage data in place, your CSMs and CS Ops teams have the necessary insight to take corrective action to solve for struggling customers. Solving for adoption challenges should not be a “CSM-only” motion. Your CS teams should be able to use multiple channels to solve this challenge at scale. By having granular data at the product and feature level, you can create a very targeted digital campaign with a specific customer cohort. Let’s break down this multi-channel approach into three categories. CSM-driven Community-driven Automation-driven To scale your digital customer success strategy, pay special attention to community and automation. 1. CSM-Driven Adoption CSM-driven motions can be orchestrated through well-defined playbooks in Gainsight. The Chairside is a type of […]