090: Arjun Devgan Do You Have an Adoption Framework to Help Your Customers?

Here is the question of the day: "How far do you go to help a customer adopt your software?" I ask this question to many of our guests, and there isn't one right answer. As you can imagine, there are many answers. In other words, "It depends." My favorite answer now comes from Arjun Devgan, VP of global customer success and services at Percolate. His answer is to create a methodology for adopting the software and then publish an eBook describing it and also publishing tools customers can use during their implementation or digital transformation. 

This is just like the question I received after my talk at CS100 Summit 2018 run by ClientSuccess about what courses one should start building if there is nothing today. The second course topic I suggested is to create a course on your rollout methodology. The idea is to help a customer with a proven process for getting up and running on your software. Presumably, you have such a process. Why not teach customers how to do it?

Percolate codified their process in "The Percolate Adoption Framework." Which anyone can download. Take a look. It will inspire you.

The Percolate Adoption Framework: https://learn.percolate.com/software-adoption-framework-enterprise-percolate/#

Arjun's Gainsight Blog, "The Customer Success Identity Crisis." https://www.gainsight.com/blog/customer-success-identity-crisis/

Arjun on Linkedin: https://www.linkedin.com/in/arjundevgan/

Arjun on Twitter: https://twitter.com/arjun_devgan

Arjun at Percolate: https://percolate.com/team#