Addressing Adoption Barriers in Customer Success- Part 2 | Global Edition

What are “adoption barriers”? Very simply, they are anything that gets in the way of full implementation or utilization of a product. Using CXOs to drive culture change propels the change management process from the top. This top-down measure helps us move away from the install-the-solution-and-hope-for-the-best approach, to a cohesive strategy that includes all key stakeholders.In this special global edition, we hear from our Canadian team:Bibi Sofowote, Producer and Host of Interesting Humans PodcastRebecca Leach, General Manager of Software forCisco CanadaKnowing your customers helps to minimize the time you may be wasting pursuing the wrong thing. When a company decides to renew, do a tech refresh or expand the solution, the CSM can make the proper recommendation and create trust between themselves and the customer. This process can help to determine if the customer needs to scale back on features. One of the benefits the CSM brings is to create or build on customer loyalty. In the words of Rebecca, “Adoption is a journey.” Making that journey smoother will take the effort of all key stakeholders for the benefit of the organization.Want to know more? Connect with the Canadian CX team on our Express Hub.