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Customer Success

Overcoming Software Adoption Hurdles

I recently read a post about a customer success manager who did a great job of boiling down software adoption struggles to three key points: lack of client commitment, lack of client capacity and lack of client experience with the solution. As I think about the accounts that I have managed over the years, I have to agree that those three areas are key to the quick adoption of an application on the client side. But as someone who manages a team that is responsible for ensuring success, I do feel there are things that can be done by the application provider to help overcome those three obstacles in the adoption of a platform. In breaking down the three...

I recently read a post about a...

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Support, Satisfaction and Success ( Part 1 of 2 )

I have a really fun job. I get the opportunity to work with different people all around the world to make sure that they have success using ON24 products to communicate effectively and efficiently. But being in the business of “success” can be quite tricky, because it can be defined so many different ways, depending on the need or situation. I have seen a couple of items that consistently contribute to whether someone sees a specific implementation or use as “successful” -- support and satisfaction. When dealing with technical applications, support is critical to success. This starts with the initial on-boarding but then continues through ongoing support and training. Support comes in a myriad of...

I have a really fun job. I ge...

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More is not always better

Have you heard of the phrase, “It’s like killing an ant with an elephant gun?” It paints a funny picture of someone using the wrong tool for a specific job and, in that particular case, seriously overdoing it. Because we come from a society of “more is always better” we tend to fall into the trap of overdoing things, and this can also be the case with running webcasts. There are obviously situations where more advanced tools are needed, such as HD video, multi-site locations, multiple sessions and fiber transmissions. But often, the right tool for the job is a simple audio webcast (connected by a phone bridge) with slides, a Q&A area and maybe a polling question or...

Have you heard of the phrase, ...

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