Quick question for the CS community

Lucas E

Hi All,

I’m a founder exploring how SaaS companies really handle client onboarding and adoption, as well as ongoing support.

I’d love to hear from those in Customer Success who see this up close every day. What do you find most challenging when trying to help customers reach full adoption?

Is it keeping their engagement past onboarding? Getting them to change habits? Internal communication or tooling?

I’m collecting insights from CSMs and CS leaders for a short research piece — if you’re open to sharing your perspective, drop a comment or message me. I’ll make sure you get the compiled insights once it’s done.

My email is Lucas@cleva.io

Thank you in advance!

Lucas

pkelly3833

Hi Lucas - good luck with the research project. What I have found to be most successful is working with a customer to clearly and specifically identify the benefit that will be realized and agreeing on how it will be measured. This is not always an easy task since it is not uncommon for a visionary to make the purchase without putting a process (or people) in place to ensure success. However, with a measurable benefit, the CS team has a way to tap in to the motivation of the customer and remind them of benefit they can bring to their organization. This is the most effective way to partner with he customer and then help them demonstrate their success and value to their organization via the success achieved with your product.