Successful Product Adoption Is a Two-Way Street

Mar 22, 2017 By Sam Quicke in customer success , customer support , sales acceleration , sales automation

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Today’s forward-thinking companies are ensuring that their clients successfully adopt their products by working with them hand in hand until optimal usage is achieved. Just as the consumer world has re-oriented around the customer, effective leaders in the B2B sector have realized that they need to take a more active role facilitating seamless end-to-end user experiences.

Enterprise software implementation challenges

Enterprises are faced with a number of challenges when they implement a new solution organization-wide. While each business presents with its own unique needs, in general, challenges comprise employee resistance to change, technical complexities with existing systems and consolidating disparate solutions.

As with most enterprise-wide undertakings, implementing software requires considerable planning, effort and monitoring to ensure success and minimize problems. Even with due diligence in these areas, enterprises gain confidence with organizational implementations when the provider takes a central role in solution on-boarding.

Customer coaches to the rescue

To help their clients get more value from products and services, forward-thinking executives have created positions in their organizations for customer coaches—or customer success managers.

These individuals are tasked with building strong relationships with customers. Their services include education and advocacy, including relaying customer feedback and concerns internally to the organization. In addition to triggering support, the customer input delivered can be leveraged to inform changes to products and services that will ensure an ongoing exceptional customer experience.  

The customer success role is a strategic one, as it focuses on helping individual customers get the maximum value out of provider solutions, the ultimate objective being customer retention. The idea is to offer a very personalized, high-touch experience. For example, the customer would be walked through all the company’s resources and tools for successfully installing products.

Implementation success with LiveHive

At LiveHive, we’ve made it our mission to deliver immediate and sustained value to our customers by bridging the gap between the selection of our sales acceleration platform and its successful operation within their enterprises.

We start by engaging in genuine conversations and effective listening, as well as data collection, organization and analysis, to understand and address clients’ core needs. Implementation of the LiveHive platform continues with efficient onboarding and training to help customers transform their sales processes.

To ensure a great customer experience with our sales enablement platform, we recently created the position of customer success manager at LiveHive. Stephanie Briggs, who has worked for Apple Inc. as a customer journey creative, has taken on the role. An educated and trained communications specialist, Briggs is dedicated to helping our customers achieve measurable sales efficiencies that drive revenue growth.

“The customer success journey begins before someone signs on the dotted line and continues after adoption,” Briggs avows. “It is my responsibility to ensure our customers are comfortable with and confident about our product and that they know how to optimize it to achieve their goals. While LiveHive will transform their sales processes, we make sure that a positive customer experience is part of that journey.  

Briggs’ efforts have resulted in clients feeling much more relaxed and confident about deploying the functionalities and features of LiveHive’s platform. Without the constraints of a self-directed implementation, customers are able to quickly access the LiveHive solution to boost productivity and performance in their sales organizations.

Overall, the goal of the customer success manager is to implement actionable processes that make the customer happy. After all, customers are not reluctant to switch vendors when solutions are not being maximized. Providers need to protect against this by ensuring that clients derive optimal value from their products.