Episode 4 1:58 August 3, 2022
Should CS Teams Be Tasked with Driving User Adoption?

In this Episode

User adoption is on the critical path to value creation and benefits realization. Hence, it should be a part of every CS team’s mission.

Transcription

PRITHWI DASGUPTA:
From a function standpoint, uh… it’s very common these days, that CS teams, not all, but a fair number of CS teams are also tasked with, you know… driving adoption. Uh… what is your reaction to that?

JASON C. WHITEHEAD:
You know, I personally, I think CS teams, uh… they need to have some expertise to help do that. And that has to be part of their mission, because you know, as I was talking about user adoption is on the critical path to value creation and, and benefits realization and no adoption -> no value -> no renewals. I think the challenge is that most folks don’t know how to do that.

And I know from personally in my career, when I started out, uh… you know, I got a degree in information systems. I worked for consulting companies doing implementations, and it was very focused on go live and go home, map the process, get the system configured, launch, train users, get out there and then go into support mode. And that was great.

And it wasn’t until I went internally at, at a Texas Instruments where I was hired as internal staff member, that my boss came to me and said, your job is to make sure that people are using the system so we can prove to the executives… they were getting value.

And I realized that’s a very big… different job. And I, even with my previous experience and education, didn’t know what I needed to do to do that. um… and I think most folks just don’t have the skills and knowledge. And in my particular case, I went back to school and got another degree to learn how to do that.

But most folks don’t have that time or that option. And without having the expertise and confidence to help your customer drive adoption and to be able to give them true recommendations, I think a lot of CS folks are nervous and you’re kind of setting ’em up to fail.

SUE NABETH MOORE:
Yeah

PRITHWI DASGUPTA:
Correct. Correct.

Modern, Intelligent
Customer Success Platform

Deliver Customer Outcomes at Scale

Book a Demo

Our Guests

Jason C. Whitehead

Sue Nabeth Moore

Meet the Host

Prithwi Dasgupta

Co-founder, SmartKarrot

Join Prithwi Dasgupta in his pursuit of Customer Success for All as he tracks the paths of trailblazers and unlocks founder insights. The Customer Success Intelligence Podcast is meant to spark conversation and ignite the CS community.

Follow along and share your thoughts.

Don't miss an episode!

Get notified of new episodes of The Customer Success Intelligence Podcast


    If you're customer-
    obsessed, let's talk.

    Book a Demo

    Recent Episodes (22 Episodes)


    Episode 23

    01:15

    April 21, 2023

    GUESTS

    Sue Nabeth Moore

    Co-Founder, Success Chain

    GUESTS

    Paul Henderson

    Director

    Episode 21

    02:07

    April 18, 2023

    GUESTS

    Seth Dovev

    GUESTS

    Seth Dovev

    GUESTS

    Sue Nabeth Moore

    Co-Founder, Success Chain

    Episode 18

    02:20

    March 29, 2023

    GUESTS

    Sue Nabeth Moore

    Co-Founder, Success Chain

    Jason C. Whitehead

    Co-Founder, Success Chain

    Resources & Insights

    Intelligent Customer Success Podcast Intelligent Customer Success Podcast
    NEW MICRO-PODCAST!

    Customer Success Intelligence Podcast

    In Episode 26, our CEO chats with Irit Eizips about the evolution of AI-Powered Customer Success.

    Customer Success Blog

    Articles & Blog

    Current insights, resources, inspiration, and ideas that will help take your Customer Success team to the next level.

    Customer Success Survey

    Customer Success Surveys

    We survey CS Teams from all over the world to get their feedback on current industry trends and what they see for the future of CS.

    Take SmartKonversations for a spin

    See how SmartPlaybooks can help you drive operations at scale.

    Book a Demo