Download This case study exercise focuses on researching and documenting user adoption requirements for a new software implementation. Learners analyze a detailed customer scenario and use structured tools to identify the business processes affected by the new system, define impacted user groups, and determine the communication, training, and support activities required to enable successful [...]
Download This resource provides a structured adoption planning template designed to help Customer Success teams organize and manage the activities required to support successful customer adoption of a new solution, process, or capability. The template guides teams through identifying impacted stakeholder groups, documenting required changes, planning communications, training, and support, and systematically tracking potential [...]
Download This topic introduces an adoption planning checklist used to capture the key information required to prepare and execute a customer adoption initiative. The checklist guides Customer Success Managers and customer stakeholders through documenting objectives, impacted user groups, required capabilities and processes, training needs, implementation considerations, and success measurements. By working through each section, [...]
An overview of the role and purpose of adoption within customer success management, and a discussion on the role and purpose of pilots and phases Defining Adoption & the Importance of Adoption Adoption Pilots and Phases