Recently, I had a fascinating conversation with a colleage about what customer success meant to us. He was curious about my statement, "Customer Succes is here to ensure the customer is maximizing the value of the tools we help them adopt." Naturally, he asked what I meant by "adoption." And I loved the question!
Explaining a concept like adoption requires clarity, and sometimes the simpler way to explain something is the best way to do it. So, let's skip the jargon and dive into a relatable analogy.
Imagine you own a library 📚 . Your library members are like customers, and you want to ensure they keep renewing their memberships. How do you gauge this?
Here are three layers of data to consider:
📖 Level 1: Are they visiting the library at all? This is akin to basic usage data. Sure, it helps, but it's limited. You can predict that those who never visit won't renew. But for the ones who do, you lack insight into what they're doing there and whether they truly value the library.
🔍 Level 2: How are they engaging with the library? Do they borrow books regularly? Do they attend events or use study spaces? This is similar to basic adoption. You can predict renewals better because those who frequently engage likely find value. But here's the catch—you're missing out on crucial information about their awareness and advocacy for the library.
🌟 Level 3: Are they fully immersed in the library experience? Do they subscribe to newsletters, attend special events, and stay updated on new arrivals? This is the gold standard of adoption. It's not just about using the library; it's about being invested in its future and spreading the word. These are the members who will not only renew but also attract others.
In Customer Success, the goal is to drive this deep level of adoption. We want our customers to be fully immersed in utilizing our products, just like the avid library-goer who embraces everything the library offers. After all, it's not just about using the gym equipment; it's about embracing the entire fitness experience! 💪😂