Mastering Customer Adoption Strategies for SaaS Growth
You’re under pressure. Your SaaS product is live, your pipeline is growing, but traction is inconsistent. Executives are asking why activation rates lag, retention dips, and expansion feels out of reach. You know adoption is the missing lever-but translating that insight into measurable growth feels like navigating without a map. Without a systematic approach, customer success teams operate reactively. Product teams lack clear signals. Sales overpromises. And your net dollar retention stays just below threshold. The cost? Wasted runway, stalled promotions, and missed market opportunities. You’re not alone-most SaaS organisations treat adoption as a side effect, not a strategy. Mastering Customer Adoption Strategies for SaaS Growth is the structured, field-tested system that turns customer engagement from luck into leverage. This isn’t theory. It’s the exact methodology that helped a mid-market Customer Success Director at a B2B analytics platform increase feature adoption by 142% in under six months-resulting in a 27% reduction in churn and a board-approved expansion budget. The outcome is clear: go from reactive firefighting to proactive adoption engineering, delivering predictable revenue growth and measurable customer maturity-within 90 days. Build a repeatable adoption engine that turns early users into power advocates, drives land-and-expand cycles, and strengthens your position as a growth leader in your organisation. You won’t just understand adoption frameworks. You’ll deploy them. You’ll audit, prioritise, map, and scale engagement-using proven tools, checklists, and playbooks derived from 300+ SaaS companies across seed to IPO-stage. Here’s how this course is structured to help you get there.Course Format & Delivery Details Self-paced. Immediate online access. No deadlines. No pressure. This course is designed for the real world of competing priorities and global time zones. Once enrolled, you gain full entry to all materials, structured to fit your workflow-whether you’re in Sydney, Berlin, or San Francisco. Most learners complete the core curriculum in 12–18 hours, spread over 3–6 weeks depending on pace. You can accelerate through foundational modules or spend extra time refining your adoption playbook. The fastest reported implementation of a full customer adoption strategy using this methodology? 19 days from start to board-ready proposal. Lifetime Access & Future Updates
Your investment includes lifetime access to all course content. That means every future update, template refresh, metric refinement, and framework evolution is yours-at no additional cost. SaaS changes quickly. Your mastery should too. Mobile-Friendly & 24/7 Global Access
Access your progress anytime, on any device. Whether you're reviewing an adoption scorecard on your phone during a transit break or editing your onboarding journey map from a tablet at home, the experience is seamless. Sync across devices with persistent progress tracking and performance insights. Instructor-Led Guidance & Practical Support
All content is authored and maintained by certified SaaS growth architects with 15+ years of combined field experience. You’re not left to figure it out alone. Each module includes direct access to expert-curated guidance notes, annotated examples, and contextual feedback frameworks to ensure your work aligns with real-world expectations. Certificate of Completion Issued by The Art of Service
Upon finishing, you’ll earn a verified Certificate of Completion issued by The Art of Service, a globally recognised professional education provider with over 500,000 certified practitioners. This credential demonstrates mastery in customer adoption strategy, validates your expertise to executives and recruiters, and strengthens your profile on platforms like LinkedIn and job applications. No Hidden Fees. Transparent Pricing.
The price you see is the price you pay. There are no upsells, no subscription traps, no surprise charges. One payment. Full access. Lifetime value. We accept all major payment methods, including Visa, Mastercard, and PayPal-ensuring fast, secure, and globally compliant transactions. 100% Satisfaction Guarantee: Try It Risk-Free
We’re so confident in the value you’ll receive that we offer a full satisfaction guarantee. If you complete the first three modules and don’t feel you’ve gained actionable clarity and strategic advantage, request a refund. No questions asked. Your only risk is staying where you are. Enrollment & Access Process
After enrollment, you’ll receive a confirmation email acknowledging your registration. Your course access details will be delivered separately once your learning environment is fully provisioned-ensuring a smooth, error-free entry into the program. You’ll be guided step-by-step through the initial setup and orientation. Will This Work for Me?
Yes-regardless of your current role, company size, or product maturity. This methodology has been successfully applied by Product Managers at Series A startups, Customer Success Leaders at Fortune 500 SaaS divisions, and Growth Strategists rebuilding legacy platforms. One Regional Director used it to retrain her entire CS team, resulting in a 33-point improvement in her cohort’s 90-day adoption score. It works even if you’re not the decision-maker, if your company lacks a formal adoption team, or if previous initiatives failed due to misalignment. The frameworks are built to create momentum with minimal buy-in, using data, influence, and incremental wins to drive change. This is not just another course. It’s your personal implementation engine for SaaS growth-backed by proven results, global recognition, and total risk reversal.
Module 1: Foundations of SaaS Customer Adoption - Understanding the difference between usage, engagement, and adoption
- Why adoption is the single most predictive metric for SaaS retention
- Mapping the evolution of SaaS business models and their adoption implications
- Key drivers of early-stage vs. long-term customer success
- The psychology of user inertia and change resistance in digital products
- How product-led, sales-led, and hybrid models impact adoption strategy
- Defining ime to value and how to compress it systematically
- Identifying adoption silos across teams: CS, Product, Support, and Sales
- Common myths about adoption that slow down growth
- Case study: How a $20M ARR platform doubled net retention via adoption focus
Module 2: Customer Maturity Modelling & Segmentation - Building a customer maturity scale: stages from novice to expert
- Identifying usage thresholds that predict churn and expansion
- Segmenting customers by behavioural, technical, and organisational traits
- Creating adoption archetypes: power users, passive adopters, stalled accounts
- Mapping organisational roles to product usage patterns
- How to assess customer digital literacy and platform confidence
- Developing persona-specific adoption paths
- Using cohort analysis to identify early warning signals
- Linking customer maturity to NRR, GRR, and LTV
- Exercise: Build your own maturity model for a sample customer segment
Module 3: Adoption Metrics That Matter - Differentiating lagging vs. leading adoption indicators
- Core KPIs: feature adoption rate, depth of engagement, frequency, stickiness
- Calculating product engagement score (PES) and customer health score (CHS)
- How to define and track time to first value (TTFV)
- Measuring product stickiness using DAU/WAU/MAU ratios
- Defining meaningful usage vs. passive interaction
- Setting internal benchmarks using industry quartiles
- How to normalise metrics across customer tiers and contract sizes
- Using data to identify activation drop-off points
- Benchmarking against SaaS peers: best-in-class adoption standards
Module 4: The Adoption Funnel Framework - Structuring the six-stage SaaS adoption funnel: awareness to advocacy
- Mapping customer actions to each funnel stage
- Identifying friction points in the onboarding journey
- Designing stage-specific success criteria
- Aligning team KPIs to funnel stage objectives
- Creating conversion goals between stages
- Using funnel analysis to predict churn and expansion windows
- Integrating product analytics with CRM and support data
- Applying the funnel to land-and-expand accounts
- Exercise: Audit a real account using the adoption funnel
Module 5: Onboarding Journey Design - Principles of effective onboarding: clarity, momentum, relevance
- Designing a 7-day, 30-day, and 90-day onboarding roadmap
- Creating role-specific onboarding tracks
- Incorporating interactive walkthroughs and adoption nudges
- Using checklists and milestones to guide user progress
- Integrating customer goals into the onboarding process
- Avoiding overloading: the 3-task rule for early engagement
- How to measure onboarding success beyond completion rates
- Using feedback loops to refine onboarding content
- Case study: Reducing time to value by 40% with journey redesign
Module 6: Adoption Playbooks for Risk and Expansion - Building standard operating procedures for at-risk accounts
- Creating expansion playbooks for high-potential customers
- Defining trigger events for proactive outreach
- Linking usage patterns to renewal and upsell likelihood
- Structuring playbooks by customer segment and maturity
- Aligning playbook actions with team responsibilities
- Incorporating templated messaging, outreach cadences, and success stories
- Using playbooks to scale Customer Success operations
- Training on how to customise playbooks without losing consistency
- Exercise: Build a full-risk playbook for a declining account
Module 7: Product-Led Adoption Strategies - Designing adoption into the product experience
- Leveraging in-app messaging, tooltips, and modals effectively
- Architecting guided workflows for key features
- Using feature gating to drive desired behaviour
- Implementing gamification: progress bars, badges, and rewards
- How to use data-driven nudges to increase engagement
- Building feedback loops that feed into product development
- Aligning roadmap planning with adoption gaps
- Using A/B testing to validate adoption interventions
- Case study: How embedded guidance increased activation by 68%
Module 8: Cross-Functional Alignment for Adoption - Creating alignment between Product, CS, Sales, and Marketing
- Developing shared adoption KPIs across departments
- Running cross-functional adoption review meetings
- Establishing feedback protocols between teams
- How Sales can set proper adoption expectations during onboarding
- Training Support to identify and escalate adoption risks
- Enabling Marketing to reinforce product value post-sale
- Building an adoption task force within your organisation
- Creating internal documentation for adoption ownership
- Exercise: Design a quarterly adoption alignment agenda
Module 9: Customer Onboarding Health Scoring - Elements of a robust onboarding health score
- Assigning weight to setup completion, role invitations, data import
- Tracking stakeholder engagement across decision-makers and end-users
- Using health scores to prioritise Customer Success outreach
- Setting automated thresholds for intervention
- Integrating health scores with CRM and ticketing systems
- Communicating health status to customers transparently
- Using health scores in executive reviews and QBRs
- Refining scoring logic based on outcome data
- Template: Build your onboarding health scorecard
Module 10: Customer Success Touchpoint Strategy - Designing proactive outreach based on adoption signals
- Determining optimal timing for check-ins and QBRs
- Creating touchpoint playbooks by customer tier
- Using adoption data to personalise conversations
- Training CS managers to lead adoption-focused meetings
- Building value reviews that reinforce product impact
- Structuring expansion conversations around usage growth
- Developing executive engagement strategies
- Creating customer-specific success plans
- Exercise: Draft a touchpoint plan for a strategic account
Module 11: Change Management for Adoption - Understanding organisational inertia in customer environments
- Identifying internal champions and blockers
- Applying ADKAR and Kotter models to customer change
- Building customer-specific change roadmaps
- Training customers to become self-sufficient
- Designing change communication plans for admin teams
- Using certification and recognition to motivate change
- Incorporating feedback loops to reduce resistance
- Measuring change adoption success
- Case study: Leading a 500-user enterprise rollout successfully
Module 12: Adoption Analytics & Dashboarding - Choosing the right analytics tools for adoption tracking
- Integrating product usage data with CRM and billing systems
- Building real-time adoption dashboards for leadership
- Creating role-specific views: exec, CS, product, support
- Using segmentation filters to isolate high-risk or high-potential accounts
- Setting up automated alerts for adoption anomalies
- Presenting adoption data in board-ready formats
- Linking dashboard metrics to financial outcomes
- Ensuring data accuracy and governance
- Template: Adoption dashboard specification guide
Module 13: Feature Prioritisation for Adoption Impact - Using adoption data to inform product roadmap decisions
- Identifying high-impact, low-adoption features
- Applying the RICE framework to feature adoption
- Conducting adoption gap analysis across the product suite
- Validating feature value through customer feedback and usage
- Deprecating underused features without churn risk
- Communicating feature changes to customers effectively
- Using A/B testing to measure adoption lift
- Collaborating with Product to align releases with adoption goals
- Exercise: Prioritise three features based on adoption ROI
Module 14: Customer Advocacy & Referral Engineering - Identifying power users and potential advocates
- Building structured advocacy programs
- Creating referral incentives tied to adoption milestones
- Using case studies and testimonials to reinforce value
- Awarding customer certifications and badges
- Inviting customers to user groups and advisory boards
- Scaling advocacy through digital communities
- Tracking advocacy ROI and program effectiveness
- Case study: Generating 23 net-new leads via customer referrals
- Template: Advocacy program launch checklist
Module 15: Retention Risk Modelling - Building predictive models for churn risk
- Identifying key adoption indicators that precede cancellation
- Using regression analysis to weight risk factors
- Creating risk tiers: low, medium, high, critical
- Integrating risk scores with outreach automation
- Training teams to interpret and act on risk data
- Designing preemptive success interventions
- Testing retention playbooks against risk cohorts
- Measuring the effectiveness of risk mitigation efforts
- Template: Churn risk assessment matrix
Module 16: Expansion Opportunity Identification - Detecting usage patterns that indicate expansion potential
- Mapping adoption to contract limits and ceiling
- Identifying multi-department or multi-location opportunities
- Using benchmarking to show customers their usage gap
- Creating expansion conversation starters based on data
- Aligning with sales on handoff criteria and process
- Building expansion scoring models
- Tracking expansion conversion rates by segment
- Using success stories to justify upsell value
- Exercise: Identify three expansion opportunities from sample data
Module 17: Adoption Communication Frameworks - Structuring effective customer communication cadences
- Drafting adoption-focused email templates
- Creating in-app announcement strategies
- Developing customer newsletters that drive engagement
- Using success snapshots to reinforce value
- Designing adoption campaign calendars
- Personalising communication by maturity level
- Training teams on adoption messaging best practices
- Measuring open, click, and conversion rates
- Template: 90-day adoption comms calendar
Module 18: Customer Education & Enablement - Designing role-based training paths
- Creating on-demand learning libraries
- Developing certification programs for end-users
- Using microlearning to maximise retention
- Integrating learning with product workflows
- Tracking course completion and skill mastery
- Building internal champions through certification
- Offering live workshops (optional, not video-based)
- Measuring the impact of training on adoption metrics
- Case study: Certification program reduced support tickets by 41%
Module 19: Onboarding Success Measurement - Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard
Module 20: Scaling Adoption Across the Portfolio - Developing a central adoption function or council
- Standardising adoption practices across products
- Creating adoption playbooks for acquisitions
- Onboarding legacy customers to new processes
- Using automation to scale touchpoints
- Building adoption into annual planning cycles
- Training new hires on adoption frameworks
- Developing executive adoption reports
- Establishing continuous improvement loops
- Final project: Implement your full adoption strategy roadmap
- Understanding the difference between usage, engagement, and adoption
- Why adoption is the single most predictive metric for SaaS retention
- Mapping the evolution of SaaS business models and their adoption implications
- Key drivers of early-stage vs. long-term customer success
- The psychology of user inertia and change resistance in digital products
- How product-led, sales-led, and hybrid models impact adoption strategy
- Defining ime to value and how to compress it systematically
- Identifying adoption silos across teams: CS, Product, Support, and Sales
- Common myths about adoption that slow down growth
- Case study: How a $20M ARR platform doubled net retention via adoption focus
Module 2: Customer Maturity Modelling & Segmentation - Building a customer maturity scale: stages from novice to expert
- Identifying usage thresholds that predict churn and expansion
- Segmenting customers by behavioural, technical, and organisational traits
- Creating adoption archetypes: power users, passive adopters, stalled accounts
- Mapping organisational roles to product usage patterns
- How to assess customer digital literacy and platform confidence
- Developing persona-specific adoption paths
- Using cohort analysis to identify early warning signals
- Linking customer maturity to NRR, GRR, and LTV
- Exercise: Build your own maturity model for a sample customer segment
Module 3: Adoption Metrics That Matter - Differentiating lagging vs. leading adoption indicators
- Core KPIs: feature adoption rate, depth of engagement, frequency, stickiness
- Calculating product engagement score (PES) and customer health score (CHS)
- How to define and track time to first value (TTFV)
- Measuring product stickiness using DAU/WAU/MAU ratios
- Defining meaningful usage vs. passive interaction
- Setting internal benchmarks using industry quartiles
- How to normalise metrics across customer tiers and contract sizes
- Using data to identify activation drop-off points
- Benchmarking against SaaS peers: best-in-class adoption standards
Module 4: The Adoption Funnel Framework - Structuring the six-stage SaaS adoption funnel: awareness to advocacy
- Mapping customer actions to each funnel stage
- Identifying friction points in the onboarding journey
- Designing stage-specific success criteria
- Aligning team KPIs to funnel stage objectives
- Creating conversion goals between stages
- Using funnel analysis to predict churn and expansion windows
- Integrating product analytics with CRM and support data
- Applying the funnel to land-and-expand accounts
- Exercise: Audit a real account using the adoption funnel
Module 5: Onboarding Journey Design - Principles of effective onboarding: clarity, momentum, relevance
- Designing a 7-day, 30-day, and 90-day onboarding roadmap
- Creating role-specific onboarding tracks
- Incorporating interactive walkthroughs and adoption nudges
- Using checklists and milestones to guide user progress
- Integrating customer goals into the onboarding process
- Avoiding overloading: the 3-task rule for early engagement
- How to measure onboarding success beyond completion rates
- Using feedback loops to refine onboarding content
- Case study: Reducing time to value by 40% with journey redesign
Module 6: Adoption Playbooks for Risk and Expansion - Building standard operating procedures for at-risk accounts
- Creating expansion playbooks for high-potential customers
- Defining trigger events for proactive outreach
- Linking usage patterns to renewal and upsell likelihood
- Structuring playbooks by customer segment and maturity
- Aligning playbook actions with team responsibilities
- Incorporating templated messaging, outreach cadences, and success stories
- Using playbooks to scale Customer Success operations
- Training on how to customise playbooks without losing consistency
- Exercise: Build a full-risk playbook for a declining account
Module 7: Product-Led Adoption Strategies - Designing adoption into the product experience
- Leveraging in-app messaging, tooltips, and modals effectively
- Architecting guided workflows for key features
- Using feature gating to drive desired behaviour
- Implementing gamification: progress bars, badges, and rewards
- How to use data-driven nudges to increase engagement
- Building feedback loops that feed into product development
- Aligning roadmap planning with adoption gaps
- Using A/B testing to validate adoption interventions
- Case study: How embedded guidance increased activation by 68%
Module 8: Cross-Functional Alignment for Adoption - Creating alignment between Product, CS, Sales, and Marketing
- Developing shared adoption KPIs across departments
- Running cross-functional adoption review meetings
- Establishing feedback protocols between teams
- How Sales can set proper adoption expectations during onboarding
- Training Support to identify and escalate adoption risks
- Enabling Marketing to reinforce product value post-sale
- Building an adoption task force within your organisation
- Creating internal documentation for adoption ownership
- Exercise: Design a quarterly adoption alignment agenda
Module 9: Customer Onboarding Health Scoring - Elements of a robust onboarding health score
- Assigning weight to setup completion, role invitations, data import
- Tracking stakeholder engagement across decision-makers and end-users
- Using health scores to prioritise Customer Success outreach
- Setting automated thresholds for intervention
- Integrating health scores with CRM and ticketing systems
- Communicating health status to customers transparently
- Using health scores in executive reviews and QBRs
- Refining scoring logic based on outcome data
- Template: Build your onboarding health scorecard
Module 10: Customer Success Touchpoint Strategy - Designing proactive outreach based on adoption signals
- Determining optimal timing for check-ins and QBRs
- Creating touchpoint playbooks by customer tier
- Using adoption data to personalise conversations
- Training CS managers to lead adoption-focused meetings
- Building value reviews that reinforce product impact
- Structuring expansion conversations around usage growth
- Developing executive engagement strategies
- Creating customer-specific success plans
- Exercise: Draft a touchpoint plan for a strategic account
Module 11: Change Management for Adoption - Understanding organisational inertia in customer environments
- Identifying internal champions and blockers
- Applying ADKAR and Kotter models to customer change
- Building customer-specific change roadmaps
- Training customers to become self-sufficient
- Designing change communication plans for admin teams
- Using certification and recognition to motivate change
- Incorporating feedback loops to reduce resistance
- Measuring change adoption success
- Case study: Leading a 500-user enterprise rollout successfully
Module 12: Adoption Analytics & Dashboarding - Choosing the right analytics tools for adoption tracking
- Integrating product usage data with CRM and billing systems
- Building real-time adoption dashboards for leadership
- Creating role-specific views: exec, CS, product, support
- Using segmentation filters to isolate high-risk or high-potential accounts
- Setting up automated alerts for adoption anomalies
- Presenting adoption data in board-ready formats
- Linking dashboard metrics to financial outcomes
- Ensuring data accuracy and governance
- Template: Adoption dashboard specification guide
Module 13: Feature Prioritisation for Adoption Impact - Using adoption data to inform product roadmap decisions
- Identifying high-impact, low-adoption features
- Applying the RICE framework to feature adoption
- Conducting adoption gap analysis across the product suite
- Validating feature value through customer feedback and usage
- Deprecating underused features without churn risk
- Communicating feature changes to customers effectively
- Using A/B testing to measure adoption lift
- Collaborating with Product to align releases with adoption goals
- Exercise: Prioritise three features based on adoption ROI
Module 14: Customer Advocacy & Referral Engineering - Identifying power users and potential advocates
- Building structured advocacy programs
- Creating referral incentives tied to adoption milestones
- Using case studies and testimonials to reinforce value
- Awarding customer certifications and badges
- Inviting customers to user groups and advisory boards
- Scaling advocacy through digital communities
- Tracking advocacy ROI and program effectiveness
- Case study: Generating 23 net-new leads via customer referrals
- Template: Advocacy program launch checklist
Module 15: Retention Risk Modelling - Building predictive models for churn risk
- Identifying key adoption indicators that precede cancellation
- Using regression analysis to weight risk factors
- Creating risk tiers: low, medium, high, critical
- Integrating risk scores with outreach automation
- Training teams to interpret and act on risk data
- Designing preemptive success interventions
- Testing retention playbooks against risk cohorts
- Measuring the effectiveness of risk mitigation efforts
- Template: Churn risk assessment matrix
Module 16: Expansion Opportunity Identification - Detecting usage patterns that indicate expansion potential
- Mapping adoption to contract limits and ceiling
- Identifying multi-department or multi-location opportunities
- Using benchmarking to show customers their usage gap
- Creating expansion conversation starters based on data
- Aligning with sales on handoff criteria and process
- Building expansion scoring models
- Tracking expansion conversion rates by segment
- Using success stories to justify upsell value
- Exercise: Identify three expansion opportunities from sample data
Module 17: Adoption Communication Frameworks - Structuring effective customer communication cadences
- Drafting adoption-focused email templates
- Creating in-app announcement strategies
- Developing customer newsletters that drive engagement
- Using success snapshots to reinforce value
- Designing adoption campaign calendars
- Personalising communication by maturity level
- Training teams on adoption messaging best practices
- Measuring open, click, and conversion rates
- Template: 90-day adoption comms calendar
Module 18: Customer Education & Enablement - Designing role-based training paths
- Creating on-demand learning libraries
- Developing certification programs for end-users
- Using microlearning to maximise retention
- Integrating learning with product workflows
- Tracking course completion and skill mastery
- Building internal champions through certification
- Offering live workshops (optional, not video-based)
- Measuring the impact of training on adoption metrics
- Case study: Certification program reduced support tickets by 41%
Module 19: Onboarding Success Measurement - Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard
Module 20: Scaling Adoption Across the Portfolio - Developing a central adoption function or council
- Standardising adoption practices across products
- Creating adoption playbooks for acquisitions
- Onboarding legacy customers to new processes
- Using automation to scale touchpoints
- Building adoption into annual planning cycles
- Training new hires on adoption frameworks
- Developing executive adoption reports
- Establishing continuous improvement loops
- Final project: Implement your full adoption strategy roadmap
- Differentiating lagging vs. leading adoption indicators
- Core KPIs: feature adoption rate, depth of engagement, frequency, stickiness
- Calculating product engagement score (PES) and customer health score (CHS)
- How to define and track time to first value (TTFV)
- Measuring product stickiness using DAU/WAU/MAU ratios
- Defining meaningful usage vs. passive interaction
- Setting internal benchmarks using industry quartiles
- How to normalise metrics across customer tiers and contract sizes
- Using data to identify activation drop-off points
- Benchmarking against SaaS peers: best-in-class adoption standards
Module 4: The Adoption Funnel Framework - Structuring the six-stage SaaS adoption funnel: awareness to advocacy
- Mapping customer actions to each funnel stage
- Identifying friction points in the onboarding journey
- Designing stage-specific success criteria
- Aligning team KPIs to funnel stage objectives
- Creating conversion goals between stages
- Using funnel analysis to predict churn and expansion windows
- Integrating product analytics with CRM and support data
- Applying the funnel to land-and-expand accounts
- Exercise: Audit a real account using the adoption funnel
Module 5: Onboarding Journey Design - Principles of effective onboarding: clarity, momentum, relevance
- Designing a 7-day, 30-day, and 90-day onboarding roadmap
- Creating role-specific onboarding tracks
- Incorporating interactive walkthroughs and adoption nudges
- Using checklists and milestones to guide user progress
- Integrating customer goals into the onboarding process
- Avoiding overloading: the 3-task rule for early engagement
- How to measure onboarding success beyond completion rates
- Using feedback loops to refine onboarding content
- Case study: Reducing time to value by 40% with journey redesign
Module 6: Adoption Playbooks for Risk and Expansion - Building standard operating procedures for at-risk accounts
- Creating expansion playbooks for high-potential customers
- Defining trigger events for proactive outreach
- Linking usage patterns to renewal and upsell likelihood
- Structuring playbooks by customer segment and maturity
- Aligning playbook actions with team responsibilities
- Incorporating templated messaging, outreach cadences, and success stories
- Using playbooks to scale Customer Success operations
- Training on how to customise playbooks without losing consistency
- Exercise: Build a full-risk playbook for a declining account
Module 7: Product-Led Adoption Strategies - Designing adoption into the product experience
- Leveraging in-app messaging, tooltips, and modals effectively
- Architecting guided workflows for key features
- Using feature gating to drive desired behaviour
- Implementing gamification: progress bars, badges, and rewards
- How to use data-driven nudges to increase engagement
- Building feedback loops that feed into product development
- Aligning roadmap planning with adoption gaps
- Using A/B testing to validate adoption interventions
- Case study: How embedded guidance increased activation by 68%
Module 8: Cross-Functional Alignment for Adoption - Creating alignment between Product, CS, Sales, and Marketing
- Developing shared adoption KPIs across departments
- Running cross-functional adoption review meetings
- Establishing feedback protocols between teams
- How Sales can set proper adoption expectations during onboarding
- Training Support to identify and escalate adoption risks
- Enabling Marketing to reinforce product value post-sale
- Building an adoption task force within your organisation
- Creating internal documentation for adoption ownership
- Exercise: Design a quarterly adoption alignment agenda
Module 9: Customer Onboarding Health Scoring - Elements of a robust onboarding health score
- Assigning weight to setup completion, role invitations, data import
- Tracking stakeholder engagement across decision-makers and end-users
- Using health scores to prioritise Customer Success outreach
- Setting automated thresholds for intervention
- Integrating health scores with CRM and ticketing systems
- Communicating health status to customers transparently
- Using health scores in executive reviews and QBRs
- Refining scoring logic based on outcome data
- Template: Build your onboarding health scorecard
Module 10: Customer Success Touchpoint Strategy - Designing proactive outreach based on adoption signals
- Determining optimal timing for check-ins and QBRs
- Creating touchpoint playbooks by customer tier
- Using adoption data to personalise conversations
- Training CS managers to lead adoption-focused meetings
- Building value reviews that reinforce product impact
- Structuring expansion conversations around usage growth
- Developing executive engagement strategies
- Creating customer-specific success plans
- Exercise: Draft a touchpoint plan for a strategic account
Module 11: Change Management for Adoption - Understanding organisational inertia in customer environments
- Identifying internal champions and blockers
- Applying ADKAR and Kotter models to customer change
- Building customer-specific change roadmaps
- Training customers to become self-sufficient
- Designing change communication plans for admin teams
- Using certification and recognition to motivate change
- Incorporating feedback loops to reduce resistance
- Measuring change adoption success
- Case study: Leading a 500-user enterprise rollout successfully
Module 12: Adoption Analytics & Dashboarding - Choosing the right analytics tools for adoption tracking
- Integrating product usage data with CRM and billing systems
- Building real-time adoption dashboards for leadership
- Creating role-specific views: exec, CS, product, support
- Using segmentation filters to isolate high-risk or high-potential accounts
- Setting up automated alerts for adoption anomalies
- Presenting adoption data in board-ready formats
- Linking dashboard metrics to financial outcomes
- Ensuring data accuracy and governance
- Template: Adoption dashboard specification guide
Module 13: Feature Prioritisation for Adoption Impact - Using adoption data to inform product roadmap decisions
- Identifying high-impact, low-adoption features
- Applying the RICE framework to feature adoption
- Conducting adoption gap analysis across the product suite
- Validating feature value through customer feedback and usage
- Deprecating underused features without churn risk
- Communicating feature changes to customers effectively
- Using A/B testing to measure adoption lift
- Collaborating with Product to align releases with adoption goals
- Exercise: Prioritise three features based on adoption ROI
Module 14: Customer Advocacy & Referral Engineering - Identifying power users and potential advocates
- Building structured advocacy programs
- Creating referral incentives tied to adoption milestones
- Using case studies and testimonials to reinforce value
- Awarding customer certifications and badges
- Inviting customers to user groups and advisory boards
- Scaling advocacy through digital communities
- Tracking advocacy ROI and program effectiveness
- Case study: Generating 23 net-new leads via customer referrals
- Template: Advocacy program launch checklist
Module 15: Retention Risk Modelling - Building predictive models for churn risk
- Identifying key adoption indicators that precede cancellation
- Using regression analysis to weight risk factors
- Creating risk tiers: low, medium, high, critical
- Integrating risk scores with outreach automation
- Training teams to interpret and act on risk data
- Designing preemptive success interventions
- Testing retention playbooks against risk cohorts
- Measuring the effectiveness of risk mitigation efforts
- Template: Churn risk assessment matrix
Module 16: Expansion Opportunity Identification - Detecting usage patterns that indicate expansion potential
- Mapping adoption to contract limits and ceiling
- Identifying multi-department or multi-location opportunities
- Using benchmarking to show customers their usage gap
- Creating expansion conversation starters based on data
- Aligning with sales on handoff criteria and process
- Building expansion scoring models
- Tracking expansion conversion rates by segment
- Using success stories to justify upsell value
- Exercise: Identify three expansion opportunities from sample data
Module 17: Adoption Communication Frameworks - Structuring effective customer communication cadences
- Drafting adoption-focused email templates
- Creating in-app announcement strategies
- Developing customer newsletters that drive engagement
- Using success snapshots to reinforce value
- Designing adoption campaign calendars
- Personalising communication by maturity level
- Training teams on adoption messaging best practices
- Measuring open, click, and conversion rates
- Template: 90-day adoption comms calendar
Module 18: Customer Education & Enablement - Designing role-based training paths
- Creating on-demand learning libraries
- Developing certification programs for end-users
- Using microlearning to maximise retention
- Integrating learning with product workflows
- Tracking course completion and skill mastery
- Building internal champions through certification
- Offering live workshops (optional, not video-based)
- Measuring the impact of training on adoption metrics
- Case study: Certification program reduced support tickets by 41%
Module 19: Onboarding Success Measurement - Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard
Module 20: Scaling Adoption Across the Portfolio - Developing a central adoption function or council
- Standardising adoption practices across products
- Creating adoption playbooks for acquisitions
- Onboarding legacy customers to new processes
- Using automation to scale touchpoints
- Building adoption into annual planning cycles
- Training new hires on adoption frameworks
- Developing executive adoption reports
- Establishing continuous improvement loops
- Final project: Implement your full adoption strategy roadmap
- Principles of effective onboarding: clarity, momentum, relevance
- Designing a 7-day, 30-day, and 90-day onboarding roadmap
- Creating role-specific onboarding tracks
- Incorporating interactive walkthroughs and adoption nudges
- Using checklists and milestones to guide user progress
- Integrating customer goals into the onboarding process
- Avoiding overloading: the 3-task rule for early engagement
- How to measure onboarding success beyond completion rates
- Using feedback loops to refine onboarding content
- Case study: Reducing time to value by 40% with journey redesign
Module 6: Adoption Playbooks for Risk and Expansion - Building standard operating procedures for at-risk accounts
- Creating expansion playbooks for high-potential customers
- Defining trigger events for proactive outreach
- Linking usage patterns to renewal and upsell likelihood
- Structuring playbooks by customer segment and maturity
- Aligning playbook actions with team responsibilities
- Incorporating templated messaging, outreach cadences, and success stories
- Using playbooks to scale Customer Success operations
- Training on how to customise playbooks without losing consistency
- Exercise: Build a full-risk playbook for a declining account
Module 7: Product-Led Adoption Strategies - Designing adoption into the product experience
- Leveraging in-app messaging, tooltips, and modals effectively
- Architecting guided workflows for key features
- Using feature gating to drive desired behaviour
- Implementing gamification: progress bars, badges, and rewards
- How to use data-driven nudges to increase engagement
- Building feedback loops that feed into product development
- Aligning roadmap planning with adoption gaps
- Using A/B testing to validate adoption interventions
- Case study: How embedded guidance increased activation by 68%
Module 8: Cross-Functional Alignment for Adoption - Creating alignment between Product, CS, Sales, and Marketing
- Developing shared adoption KPIs across departments
- Running cross-functional adoption review meetings
- Establishing feedback protocols between teams
- How Sales can set proper adoption expectations during onboarding
- Training Support to identify and escalate adoption risks
- Enabling Marketing to reinforce product value post-sale
- Building an adoption task force within your organisation
- Creating internal documentation for adoption ownership
- Exercise: Design a quarterly adoption alignment agenda
Module 9: Customer Onboarding Health Scoring - Elements of a robust onboarding health score
- Assigning weight to setup completion, role invitations, data import
- Tracking stakeholder engagement across decision-makers and end-users
- Using health scores to prioritise Customer Success outreach
- Setting automated thresholds for intervention
- Integrating health scores with CRM and ticketing systems
- Communicating health status to customers transparently
- Using health scores in executive reviews and QBRs
- Refining scoring logic based on outcome data
- Template: Build your onboarding health scorecard
Module 10: Customer Success Touchpoint Strategy - Designing proactive outreach based on adoption signals
- Determining optimal timing for check-ins and QBRs
- Creating touchpoint playbooks by customer tier
- Using adoption data to personalise conversations
- Training CS managers to lead adoption-focused meetings
- Building value reviews that reinforce product impact
- Structuring expansion conversations around usage growth
- Developing executive engagement strategies
- Creating customer-specific success plans
- Exercise: Draft a touchpoint plan for a strategic account
Module 11: Change Management for Adoption - Understanding organisational inertia in customer environments
- Identifying internal champions and blockers
- Applying ADKAR and Kotter models to customer change
- Building customer-specific change roadmaps
- Training customers to become self-sufficient
- Designing change communication plans for admin teams
- Using certification and recognition to motivate change
- Incorporating feedback loops to reduce resistance
- Measuring change adoption success
- Case study: Leading a 500-user enterprise rollout successfully
Module 12: Adoption Analytics & Dashboarding - Choosing the right analytics tools for adoption tracking
- Integrating product usage data with CRM and billing systems
- Building real-time adoption dashboards for leadership
- Creating role-specific views: exec, CS, product, support
- Using segmentation filters to isolate high-risk or high-potential accounts
- Setting up automated alerts for adoption anomalies
- Presenting adoption data in board-ready formats
- Linking dashboard metrics to financial outcomes
- Ensuring data accuracy and governance
- Template: Adoption dashboard specification guide
Module 13: Feature Prioritisation for Adoption Impact - Using adoption data to inform product roadmap decisions
- Identifying high-impact, low-adoption features
- Applying the RICE framework to feature adoption
- Conducting adoption gap analysis across the product suite
- Validating feature value through customer feedback and usage
- Deprecating underused features without churn risk
- Communicating feature changes to customers effectively
- Using A/B testing to measure adoption lift
- Collaborating with Product to align releases with adoption goals
- Exercise: Prioritise three features based on adoption ROI
Module 14: Customer Advocacy & Referral Engineering - Identifying power users and potential advocates
- Building structured advocacy programs
- Creating referral incentives tied to adoption milestones
- Using case studies and testimonials to reinforce value
- Awarding customer certifications and badges
- Inviting customers to user groups and advisory boards
- Scaling advocacy through digital communities
- Tracking advocacy ROI and program effectiveness
- Case study: Generating 23 net-new leads via customer referrals
- Template: Advocacy program launch checklist
Module 15: Retention Risk Modelling - Building predictive models for churn risk
- Identifying key adoption indicators that precede cancellation
- Using regression analysis to weight risk factors
- Creating risk tiers: low, medium, high, critical
- Integrating risk scores with outreach automation
- Training teams to interpret and act on risk data
- Designing preemptive success interventions
- Testing retention playbooks against risk cohorts
- Measuring the effectiveness of risk mitigation efforts
- Template: Churn risk assessment matrix
Module 16: Expansion Opportunity Identification - Detecting usage patterns that indicate expansion potential
- Mapping adoption to contract limits and ceiling
- Identifying multi-department or multi-location opportunities
- Using benchmarking to show customers their usage gap
- Creating expansion conversation starters based on data
- Aligning with sales on handoff criteria and process
- Building expansion scoring models
- Tracking expansion conversion rates by segment
- Using success stories to justify upsell value
- Exercise: Identify three expansion opportunities from sample data
Module 17: Adoption Communication Frameworks - Structuring effective customer communication cadences
- Drafting adoption-focused email templates
- Creating in-app announcement strategies
- Developing customer newsletters that drive engagement
- Using success snapshots to reinforce value
- Designing adoption campaign calendars
- Personalising communication by maturity level
- Training teams on adoption messaging best practices
- Measuring open, click, and conversion rates
- Template: 90-day adoption comms calendar
Module 18: Customer Education & Enablement - Designing role-based training paths
- Creating on-demand learning libraries
- Developing certification programs for end-users
- Using microlearning to maximise retention
- Integrating learning with product workflows
- Tracking course completion and skill mastery
- Building internal champions through certification
- Offering live workshops (optional, not video-based)
- Measuring the impact of training on adoption metrics
- Case study: Certification program reduced support tickets by 41%
Module 19: Onboarding Success Measurement - Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard
Module 20: Scaling Adoption Across the Portfolio - Developing a central adoption function or council
- Standardising adoption practices across products
- Creating adoption playbooks for acquisitions
- Onboarding legacy customers to new processes
- Using automation to scale touchpoints
- Building adoption into annual planning cycles
- Training new hires on adoption frameworks
- Developing executive adoption reports
- Establishing continuous improvement loops
- Final project: Implement your full adoption strategy roadmap
- Designing adoption into the product experience
- Leveraging in-app messaging, tooltips, and modals effectively
- Architecting guided workflows for key features
- Using feature gating to drive desired behaviour
- Implementing gamification: progress bars, badges, and rewards
- How to use data-driven nudges to increase engagement
- Building feedback loops that feed into product development
- Aligning roadmap planning with adoption gaps
- Using A/B testing to validate adoption interventions
- Case study: How embedded guidance increased activation by 68%
Module 8: Cross-Functional Alignment for Adoption - Creating alignment between Product, CS, Sales, and Marketing
- Developing shared adoption KPIs across departments
- Running cross-functional adoption review meetings
- Establishing feedback protocols between teams
- How Sales can set proper adoption expectations during onboarding
- Training Support to identify and escalate adoption risks
- Enabling Marketing to reinforce product value post-sale
- Building an adoption task force within your organisation
- Creating internal documentation for adoption ownership
- Exercise: Design a quarterly adoption alignment agenda
Module 9: Customer Onboarding Health Scoring - Elements of a robust onboarding health score
- Assigning weight to setup completion, role invitations, data import
- Tracking stakeholder engagement across decision-makers and end-users
- Using health scores to prioritise Customer Success outreach
- Setting automated thresholds for intervention
- Integrating health scores with CRM and ticketing systems
- Communicating health status to customers transparently
- Using health scores in executive reviews and QBRs
- Refining scoring logic based on outcome data
- Template: Build your onboarding health scorecard
Module 10: Customer Success Touchpoint Strategy - Designing proactive outreach based on adoption signals
- Determining optimal timing for check-ins and QBRs
- Creating touchpoint playbooks by customer tier
- Using adoption data to personalise conversations
- Training CS managers to lead adoption-focused meetings
- Building value reviews that reinforce product impact
- Structuring expansion conversations around usage growth
- Developing executive engagement strategies
- Creating customer-specific success plans
- Exercise: Draft a touchpoint plan for a strategic account
Module 11: Change Management for Adoption - Understanding organisational inertia in customer environments
- Identifying internal champions and blockers
- Applying ADKAR and Kotter models to customer change
- Building customer-specific change roadmaps
- Training customers to become self-sufficient
- Designing change communication plans for admin teams
- Using certification and recognition to motivate change
- Incorporating feedback loops to reduce resistance
- Measuring change adoption success
- Case study: Leading a 500-user enterprise rollout successfully
Module 12: Adoption Analytics & Dashboarding - Choosing the right analytics tools for adoption tracking
- Integrating product usage data with CRM and billing systems
- Building real-time adoption dashboards for leadership
- Creating role-specific views: exec, CS, product, support
- Using segmentation filters to isolate high-risk or high-potential accounts
- Setting up automated alerts for adoption anomalies
- Presenting adoption data in board-ready formats
- Linking dashboard metrics to financial outcomes
- Ensuring data accuracy and governance
- Template: Adoption dashboard specification guide
Module 13: Feature Prioritisation for Adoption Impact - Using adoption data to inform product roadmap decisions
- Identifying high-impact, low-adoption features
- Applying the RICE framework to feature adoption
- Conducting adoption gap analysis across the product suite
- Validating feature value through customer feedback and usage
- Deprecating underused features without churn risk
- Communicating feature changes to customers effectively
- Using A/B testing to measure adoption lift
- Collaborating with Product to align releases with adoption goals
- Exercise: Prioritise three features based on adoption ROI
Module 14: Customer Advocacy & Referral Engineering - Identifying power users and potential advocates
- Building structured advocacy programs
- Creating referral incentives tied to adoption milestones
- Using case studies and testimonials to reinforce value
- Awarding customer certifications and badges
- Inviting customers to user groups and advisory boards
- Scaling advocacy through digital communities
- Tracking advocacy ROI and program effectiveness
- Case study: Generating 23 net-new leads via customer referrals
- Template: Advocacy program launch checklist
Module 15: Retention Risk Modelling - Building predictive models for churn risk
- Identifying key adoption indicators that precede cancellation
- Using regression analysis to weight risk factors
- Creating risk tiers: low, medium, high, critical
- Integrating risk scores with outreach automation
- Training teams to interpret and act on risk data
- Designing preemptive success interventions
- Testing retention playbooks against risk cohorts
- Measuring the effectiveness of risk mitigation efforts
- Template: Churn risk assessment matrix
Module 16: Expansion Opportunity Identification - Detecting usage patterns that indicate expansion potential
- Mapping adoption to contract limits and ceiling
- Identifying multi-department or multi-location opportunities
- Using benchmarking to show customers their usage gap
- Creating expansion conversation starters based on data
- Aligning with sales on handoff criteria and process
- Building expansion scoring models
- Tracking expansion conversion rates by segment
- Using success stories to justify upsell value
- Exercise: Identify three expansion opportunities from sample data
Module 17: Adoption Communication Frameworks - Structuring effective customer communication cadences
- Drafting adoption-focused email templates
- Creating in-app announcement strategies
- Developing customer newsletters that drive engagement
- Using success snapshots to reinforce value
- Designing adoption campaign calendars
- Personalising communication by maturity level
- Training teams on adoption messaging best practices
- Measuring open, click, and conversion rates
- Template: 90-day adoption comms calendar
Module 18: Customer Education & Enablement - Designing role-based training paths
- Creating on-demand learning libraries
- Developing certification programs for end-users
- Using microlearning to maximise retention
- Integrating learning with product workflows
- Tracking course completion and skill mastery
- Building internal champions through certification
- Offering live workshops (optional, not video-based)
- Measuring the impact of training on adoption metrics
- Case study: Certification program reduced support tickets by 41%
Module 19: Onboarding Success Measurement - Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard
Module 20: Scaling Adoption Across the Portfolio - Developing a central adoption function or council
- Standardising adoption practices across products
- Creating adoption playbooks for acquisitions
- Onboarding legacy customers to new processes
- Using automation to scale touchpoints
- Building adoption into annual planning cycles
- Training new hires on adoption frameworks
- Developing executive adoption reports
- Establishing continuous improvement loops
- Final project: Implement your full adoption strategy roadmap
- Elements of a robust onboarding health score
- Assigning weight to setup completion, role invitations, data import
- Tracking stakeholder engagement across decision-makers and end-users
- Using health scores to prioritise Customer Success outreach
- Setting automated thresholds for intervention
- Integrating health scores with CRM and ticketing systems
- Communicating health status to customers transparently
- Using health scores in executive reviews and QBRs
- Refining scoring logic based on outcome data
- Template: Build your onboarding health scorecard
Module 10: Customer Success Touchpoint Strategy - Designing proactive outreach based on adoption signals
- Determining optimal timing for check-ins and QBRs
- Creating touchpoint playbooks by customer tier
- Using adoption data to personalise conversations
- Training CS managers to lead adoption-focused meetings
- Building value reviews that reinforce product impact
- Structuring expansion conversations around usage growth
- Developing executive engagement strategies
- Creating customer-specific success plans
- Exercise: Draft a touchpoint plan for a strategic account
Module 11: Change Management for Adoption - Understanding organisational inertia in customer environments
- Identifying internal champions and blockers
- Applying ADKAR and Kotter models to customer change
- Building customer-specific change roadmaps
- Training customers to become self-sufficient
- Designing change communication plans for admin teams
- Using certification and recognition to motivate change
- Incorporating feedback loops to reduce resistance
- Measuring change adoption success
- Case study: Leading a 500-user enterprise rollout successfully
Module 12: Adoption Analytics & Dashboarding - Choosing the right analytics tools for adoption tracking
- Integrating product usage data with CRM and billing systems
- Building real-time adoption dashboards for leadership
- Creating role-specific views: exec, CS, product, support
- Using segmentation filters to isolate high-risk or high-potential accounts
- Setting up automated alerts for adoption anomalies
- Presenting adoption data in board-ready formats
- Linking dashboard metrics to financial outcomes
- Ensuring data accuracy and governance
- Template: Adoption dashboard specification guide
Module 13: Feature Prioritisation for Adoption Impact - Using adoption data to inform product roadmap decisions
- Identifying high-impact, low-adoption features
- Applying the RICE framework to feature adoption
- Conducting adoption gap analysis across the product suite
- Validating feature value through customer feedback and usage
- Deprecating underused features without churn risk
- Communicating feature changes to customers effectively
- Using A/B testing to measure adoption lift
- Collaborating with Product to align releases with adoption goals
- Exercise: Prioritise three features based on adoption ROI
Module 14: Customer Advocacy & Referral Engineering - Identifying power users and potential advocates
- Building structured advocacy programs
- Creating referral incentives tied to adoption milestones
- Using case studies and testimonials to reinforce value
- Awarding customer certifications and badges
- Inviting customers to user groups and advisory boards
- Scaling advocacy through digital communities
- Tracking advocacy ROI and program effectiveness
- Case study: Generating 23 net-new leads via customer referrals
- Template: Advocacy program launch checklist
Module 15: Retention Risk Modelling - Building predictive models for churn risk
- Identifying key adoption indicators that precede cancellation
- Using regression analysis to weight risk factors
- Creating risk tiers: low, medium, high, critical
- Integrating risk scores with outreach automation
- Training teams to interpret and act on risk data
- Designing preemptive success interventions
- Testing retention playbooks against risk cohorts
- Measuring the effectiveness of risk mitigation efforts
- Template: Churn risk assessment matrix
Module 16: Expansion Opportunity Identification - Detecting usage patterns that indicate expansion potential
- Mapping adoption to contract limits and ceiling
- Identifying multi-department or multi-location opportunities
- Using benchmarking to show customers their usage gap
- Creating expansion conversation starters based on data
- Aligning with sales on handoff criteria and process
- Building expansion scoring models
- Tracking expansion conversion rates by segment
- Using success stories to justify upsell value
- Exercise: Identify three expansion opportunities from sample data
Module 17: Adoption Communication Frameworks - Structuring effective customer communication cadences
- Drafting adoption-focused email templates
- Creating in-app announcement strategies
- Developing customer newsletters that drive engagement
- Using success snapshots to reinforce value
- Designing adoption campaign calendars
- Personalising communication by maturity level
- Training teams on adoption messaging best practices
- Measuring open, click, and conversion rates
- Template: 90-day adoption comms calendar
Module 18: Customer Education & Enablement - Designing role-based training paths
- Creating on-demand learning libraries
- Developing certification programs for end-users
- Using microlearning to maximise retention
- Integrating learning with product workflows
- Tracking course completion and skill mastery
- Building internal champions through certification
- Offering live workshops (optional, not video-based)
- Measuring the impact of training on adoption metrics
- Case study: Certification program reduced support tickets by 41%
Module 19: Onboarding Success Measurement - Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard
Module 20: Scaling Adoption Across the Portfolio - Developing a central adoption function or council
- Standardising adoption practices across products
- Creating adoption playbooks for acquisitions
- Onboarding legacy customers to new processes
- Using automation to scale touchpoints
- Building adoption into annual planning cycles
- Training new hires on adoption frameworks
- Developing executive adoption reports
- Establishing continuous improvement loops
- Final project: Implement your full adoption strategy roadmap
- Understanding organisational inertia in customer environments
- Identifying internal champions and blockers
- Applying ADKAR and Kotter models to customer change
- Building customer-specific change roadmaps
- Training customers to become self-sufficient
- Designing change communication plans for admin teams
- Using certification and recognition to motivate change
- Incorporating feedback loops to reduce resistance
- Measuring change adoption success
- Case study: Leading a 500-user enterprise rollout successfully
Module 12: Adoption Analytics & Dashboarding - Choosing the right analytics tools for adoption tracking
- Integrating product usage data with CRM and billing systems
- Building real-time adoption dashboards for leadership
- Creating role-specific views: exec, CS, product, support
- Using segmentation filters to isolate high-risk or high-potential accounts
- Setting up automated alerts for adoption anomalies
- Presenting adoption data in board-ready formats
- Linking dashboard metrics to financial outcomes
- Ensuring data accuracy and governance
- Template: Adoption dashboard specification guide
Module 13: Feature Prioritisation for Adoption Impact - Using adoption data to inform product roadmap decisions
- Identifying high-impact, low-adoption features
- Applying the RICE framework to feature adoption
- Conducting adoption gap analysis across the product suite
- Validating feature value through customer feedback and usage
- Deprecating underused features without churn risk
- Communicating feature changes to customers effectively
- Using A/B testing to measure adoption lift
- Collaborating with Product to align releases with adoption goals
- Exercise: Prioritise three features based on adoption ROI
Module 14: Customer Advocacy & Referral Engineering - Identifying power users and potential advocates
- Building structured advocacy programs
- Creating referral incentives tied to adoption milestones
- Using case studies and testimonials to reinforce value
- Awarding customer certifications and badges
- Inviting customers to user groups and advisory boards
- Scaling advocacy through digital communities
- Tracking advocacy ROI and program effectiveness
- Case study: Generating 23 net-new leads via customer referrals
- Template: Advocacy program launch checklist
Module 15: Retention Risk Modelling - Building predictive models for churn risk
- Identifying key adoption indicators that precede cancellation
- Using regression analysis to weight risk factors
- Creating risk tiers: low, medium, high, critical
- Integrating risk scores with outreach automation
- Training teams to interpret and act on risk data
- Designing preemptive success interventions
- Testing retention playbooks against risk cohorts
- Measuring the effectiveness of risk mitigation efforts
- Template: Churn risk assessment matrix
Module 16: Expansion Opportunity Identification - Detecting usage patterns that indicate expansion potential
- Mapping adoption to contract limits and ceiling
- Identifying multi-department or multi-location opportunities
- Using benchmarking to show customers their usage gap
- Creating expansion conversation starters based on data
- Aligning with sales on handoff criteria and process
- Building expansion scoring models
- Tracking expansion conversion rates by segment
- Using success stories to justify upsell value
- Exercise: Identify three expansion opportunities from sample data
Module 17: Adoption Communication Frameworks - Structuring effective customer communication cadences
- Drafting adoption-focused email templates
- Creating in-app announcement strategies
- Developing customer newsletters that drive engagement
- Using success snapshots to reinforce value
- Designing adoption campaign calendars
- Personalising communication by maturity level
- Training teams on adoption messaging best practices
- Measuring open, click, and conversion rates
- Template: 90-day adoption comms calendar
Module 18: Customer Education & Enablement - Designing role-based training paths
- Creating on-demand learning libraries
- Developing certification programs for end-users
- Using microlearning to maximise retention
- Integrating learning with product workflows
- Tracking course completion and skill mastery
- Building internal champions through certification
- Offering live workshops (optional, not video-based)
- Measuring the impact of training on adoption metrics
- Case study: Certification program reduced support tickets by 41%
Module 19: Onboarding Success Measurement - Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard
Module 20: Scaling Adoption Across the Portfolio - Developing a central adoption function or council
- Standardising adoption practices across products
- Creating adoption playbooks for acquisitions
- Onboarding legacy customers to new processes
- Using automation to scale touchpoints
- Building adoption into annual planning cycles
- Training new hires on adoption frameworks
- Developing executive adoption reports
- Establishing continuous improvement loops
- Final project: Implement your full adoption strategy roadmap
- Using adoption data to inform product roadmap decisions
- Identifying high-impact, low-adoption features
- Applying the RICE framework to feature adoption
- Conducting adoption gap analysis across the product suite
- Validating feature value through customer feedback and usage
- Deprecating underused features without churn risk
- Communicating feature changes to customers effectively
- Using A/B testing to measure adoption lift
- Collaborating with Product to align releases with adoption goals
- Exercise: Prioritise three features based on adoption ROI
Module 14: Customer Advocacy & Referral Engineering - Identifying power users and potential advocates
- Building structured advocacy programs
- Creating referral incentives tied to adoption milestones
- Using case studies and testimonials to reinforce value
- Awarding customer certifications and badges
- Inviting customers to user groups and advisory boards
- Scaling advocacy through digital communities
- Tracking advocacy ROI and program effectiveness
- Case study: Generating 23 net-new leads via customer referrals
- Template: Advocacy program launch checklist
Module 15: Retention Risk Modelling - Building predictive models for churn risk
- Identifying key adoption indicators that precede cancellation
- Using regression analysis to weight risk factors
- Creating risk tiers: low, medium, high, critical
- Integrating risk scores with outreach automation
- Training teams to interpret and act on risk data
- Designing preemptive success interventions
- Testing retention playbooks against risk cohorts
- Measuring the effectiveness of risk mitigation efforts
- Template: Churn risk assessment matrix
Module 16: Expansion Opportunity Identification - Detecting usage patterns that indicate expansion potential
- Mapping adoption to contract limits and ceiling
- Identifying multi-department or multi-location opportunities
- Using benchmarking to show customers their usage gap
- Creating expansion conversation starters based on data
- Aligning with sales on handoff criteria and process
- Building expansion scoring models
- Tracking expansion conversion rates by segment
- Using success stories to justify upsell value
- Exercise: Identify three expansion opportunities from sample data
Module 17: Adoption Communication Frameworks - Structuring effective customer communication cadences
- Drafting adoption-focused email templates
- Creating in-app announcement strategies
- Developing customer newsletters that drive engagement
- Using success snapshots to reinforce value
- Designing adoption campaign calendars
- Personalising communication by maturity level
- Training teams on adoption messaging best practices
- Measuring open, click, and conversion rates
- Template: 90-day adoption comms calendar
Module 18: Customer Education & Enablement - Designing role-based training paths
- Creating on-demand learning libraries
- Developing certification programs for end-users
- Using microlearning to maximise retention
- Integrating learning with product workflows
- Tracking course completion and skill mastery
- Building internal champions through certification
- Offering live workshops (optional, not video-based)
- Measuring the impact of training on adoption metrics
- Case study: Certification program reduced support tickets by 41%
Module 19: Onboarding Success Measurement - Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard
Module 20: Scaling Adoption Across the Portfolio - Developing a central adoption function or council
- Standardising adoption practices across products
- Creating adoption playbooks for acquisitions
- Onboarding legacy customers to new processes
- Using automation to scale touchpoints
- Building adoption into annual planning cycles
- Training new hires on adoption frameworks
- Developing executive adoption reports
- Establishing continuous improvement loops
- Final project: Implement your full adoption strategy roadmap
- Building predictive models for churn risk
- Identifying key adoption indicators that precede cancellation
- Using regression analysis to weight risk factors
- Creating risk tiers: low, medium, high, critical
- Integrating risk scores with outreach automation
- Training teams to interpret and act on risk data
- Designing preemptive success interventions
- Testing retention playbooks against risk cohorts
- Measuring the effectiveness of risk mitigation efforts
- Template: Churn risk assessment matrix
Module 16: Expansion Opportunity Identification - Detecting usage patterns that indicate expansion potential
- Mapping adoption to contract limits and ceiling
- Identifying multi-department or multi-location opportunities
- Using benchmarking to show customers their usage gap
- Creating expansion conversation starters based on data
- Aligning with sales on handoff criteria and process
- Building expansion scoring models
- Tracking expansion conversion rates by segment
- Using success stories to justify upsell value
- Exercise: Identify three expansion opportunities from sample data
Module 17: Adoption Communication Frameworks - Structuring effective customer communication cadences
- Drafting adoption-focused email templates
- Creating in-app announcement strategies
- Developing customer newsletters that drive engagement
- Using success snapshots to reinforce value
- Designing adoption campaign calendars
- Personalising communication by maturity level
- Training teams on adoption messaging best practices
- Measuring open, click, and conversion rates
- Template: 90-day adoption comms calendar
Module 18: Customer Education & Enablement - Designing role-based training paths
- Creating on-demand learning libraries
- Developing certification programs for end-users
- Using microlearning to maximise retention
- Integrating learning with product workflows
- Tracking course completion and skill mastery
- Building internal champions through certification
- Offering live workshops (optional, not video-based)
- Measuring the impact of training on adoption metrics
- Case study: Certification program reduced support tickets by 41%
Module 19: Onboarding Success Measurement - Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard
Module 20: Scaling Adoption Across the Portfolio - Developing a central adoption function or council
- Standardising adoption practices across products
- Creating adoption playbooks for acquisitions
- Onboarding legacy customers to new processes
- Using automation to scale touchpoints
- Building adoption into annual planning cycles
- Training new hires on adoption frameworks
- Developing executive adoption reports
- Establishing continuous improvement loops
- Final project: Implement your full adoption strategy roadmap
- Structuring effective customer communication cadences
- Drafting adoption-focused email templates
- Creating in-app announcement strategies
- Developing customer newsletters that drive engagement
- Using success snapshots to reinforce value
- Designing adoption campaign calendars
- Personalising communication by maturity level
- Training teams on adoption messaging best practices
- Measuring open, click, and conversion rates
- Template: 90-day adoption comms calendar
Module 18: Customer Education & Enablement - Designing role-based training paths
- Creating on-demand learning libraries
- Developing certification programs for end-users
- Using microlearning to maximise retention
- Integrating learning with product workflows
- Tracking course completion and skill mastery
- Building internal champions through certification
- Offering live workshops (optional, not video-based)
- Measuring the impact of training on adoption metrics
- Case study: Certification program reduced support tickets by 41%
Module 19: Onboarding Success Measurement - Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard
Module 20: Scaling Adoption Across the Portfolio - Developing a central adoption function or council
- Standardising adoption practices across products
- Creating adoption playbooks for acquisitions
- Onboarding legacy customers to new processes
- Using automation to scale touchpoints
- Building adoption into annual planning cycles
- Training new hires on adoption frameworks
- Developing executive adoption reports
- Establishing continuous improvement loops
- Final project: Implement your full adoption strategy roadmap
- Defining success metrics beyond login and setup
- Measuring first value achievement across segments
- Tracking 30-day and 90-day adoption rates
- Calculating onboarding team efficiency
- Gathering qualitative feedback via surveys
- Using NPS and CSAT in context of onboarding
- Conducting customer interviews to uncover friction
- Running onboarding retrospectives
- Iterating on onboarding based on performance data
- Template: Onboarding success scorecard