Adoption/Consumption/Usage - So what's the difference?

A former colleague created an implementation kick-off session to assess organizational readiness. This included reading and discussing business fables such as Our Iceberg is Melting and That's Not How We Do it Here. The sessions had a dual purpose. 1) Helping the leadership prepare for the change 2) Helping professional services assess the change readiness of the organization and prepare accordingly. Completely agree that managing change is key to success. 

Heather Leventry
https://www.linkedin.com/in/heatherleventry/

Hey @Matt Myszkowski--

I think @Morgan Pottruff nailed it. I would only add that adoption results from successful change management, a fact commonly overlooked in Customer Success.

It's been said that the definition of insanity is doing things the same old way and expecting a different result. This describes what our teams do most of the time, namely, helping customers change what they do every day by using new technology, thereby delivering better results.

The problem is that people naturally resist change because they perceive loss (of control, status, certainty, even relationships) in giving up the 'old way.' Their brains must also suppress their old, entrenched habits and learn new ones, a process that requires a great deal of attention, effort, and time, none of which people have in abundance. According to Prosci, this human process is predictable and manageable: Awareness, Desire, Knowledge, Ability, and Reinforcement (ADKAR). They also say that companies that manage the 'people' side of change are 6x more likely to achieve project goals. 

So in my view adoption leads to usage, which leads to process improvement, which leads to financial improvement.

• Adoption
• Consumption
• Usage
• Anything else?!

Is there a difference? Is it even important?

Let's start the debate!

Cheers, Matt