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CUSTOMER SUCCESSYEAH, THAT‘S A THING
@JimKalbach
If a man can write a better book, preach a better sermon, or make a better mousetrap than his neighbor, you will find a broad hard-beaten road to his house. – RALPH WALDO EMERSON
4,400 Patents for Mousetraps
Land Expand
• Onboard and train• Monitor health• Build relationships• Find opportunities• Increase adoption
Techies‘Let‘stry it out‘
Visionaries‘Be first‘
Conservatives‘Prove it‘
Pragmatists‘Stick withthe crowd‘
Sceptics‘I doubt it‘
Uncertainty drives attitude toward adoption
It turns out our attitude toward technology adoption becomes significant…any time we are introduced to products that require us to change our current mode of behaviour.
Perceived Attributes in Adoption1. Relative Advantage
Is it better?
2. Compatibility Does it fit in?
3. ComplexityIs it understandable?
4. Trialability Can it be tested?
5. Observability What does it look like?
Making customers better,
makes better customers
