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GApollonio's avatar
GApollonio
Brass Contributor
Nov 04, 2019

Overcoming Complacency?

Hey everyone! Greetings from Atlanta, GA.   I've recently stepped into the role of a Customer Success Manager for Microsoft, and I'll be driving adoption for companies with low numbers of Active vs...
Drive Value
Migration
Objection
teams
User Adoption
Hasan_Ali_Polat's avatar
Hasan_Ali_Polat
Copper Contributor

GApollonio Hey,

 

Echoing the valuable insights, I would also add to importance of success stories. In every organization they are some people - let's call them early adopters - who can quickly link new technology with their business objectives. These people can be individual contributors ... Engaging with them and developing a success story will help you to create a momentum. In our adoption projects we took a two sided approach:

 

  • Identify main collaboration & communication challenges per user segment - using a survey or interviews with stakeholders. And develop a general adoption strategy around these pain points
  • Develop a champions program to experiment usage scenarios & create early success stories.

One last point, the following tactic can be also helpful:

 

  • Identifying current applications that are widely used and integrate Teams with them (CRM, JIRA, ..etc)

Hope this helps,

 

Bests,

 

HAP

GApollonio's avatar
GApollonio
Brass Contributor
Nov 07, 2019

Hasan_Ali_Polat Great insights; thanks for sharing. I especially like the idea of using surveys to gain insights and relying on the success stories of individuals within the company to drive the point home.

  • Hasan_Ali_Polat's avatar
    Hasan_Ali_Polat
    Copper Contributor
    Nov 13, 2019

    GApollonio no problem 🙂 We are working on a success newsletter format for clients to help them socialize early success stories internally . Happy to share the first draft here when we finish .. 

      • Hasan_Ali_Polat's avatar
        Hasan_Ali_Polat
        Copper Contributor
        Jul 15, 2020

        Hi Cathy Rodriguez ,

         

        We mainly use the following sections (usually on SWAY) for the newsletter:

        • Current usage numbers - overview (from usage analytics)
        • New features of Teams, f.e. together mode
        • Success stories:
          • Explained by a champion - this way the scenario becomes more compelling and realistic, it also increases the visibility of the champions
          • We use a simple before/ after format here or pain point/ solution (f.e. "we used to use email for communication with external suppliers and it was very hard to track information, now we created a Team and invite suppliers as guest, this way all information is easily accessible"). Of course this is a very basic scenario but you get the idea 🙂

        hope this helps,

         

        bests,

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