Optimizing for Adoption? Ask Your Power Users for Help

Posted by Nicole Dornsife on 6/4/15 6:30 AM

When optimizing your products and services for increased adoption, you can easily find yourself too close to the situation to fully understand how your customers are using them effectively. The best way to get a detailed look at how your technology is being consumed, and even where it can be improved, is to ask your users directly. While the input of your average user is always valuable, there’s a subset of customer whose help you should be leveraging in order to unlock your solution’s full potential: the “power user”. 

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Topics: customer success, adoption, power users, optimization

Key Capabilities of Customer Success: Webinar Recap

Posted by Thomas Lah on 12/13/14 9:06 AM

12 Days of Insights 2014: Day 4

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

With the ever-growing trend of businesses offering technology as a service, many existing customer support organizations are reinventing themselves as facilitators of “customer success.” These companies still offer support services to fix problems as they crop up, but their main priority has shifted to improving the value they bring to their customers and increase adoption and retention.

In our webinar, "The Key Capabilities of Customer Success", TSIA's VP of Customer Success and Support Services Research, Judith Platz and I explored the idea of customer success as a broad capability many businesses already possess, and how company charters can be reprioritized from the role of a support organization to one that promotes customer success.

Here’s a recap of the key points, in case you missed it.

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Topics: customer success, support services, customer service, 12 Days of Insights, power users, organizational capabilities

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