Successful adoption is the first and most critical milestone in your customer's journey, and it’s up to customer success teams to ensure they drive adoption so they can increase retention and revenue and create lifelong advocates. 

"The latter stages of the pre-sales process are the ideal time for a CSM to understand why the customer chose to make that purchase, or investment, in your solution, service, or software. And ultimately how the CSM will be working to execute on a plan that delivers that value."

— Matt Myszkowski, VP EMEA, Customer Success at SAP Digital

We've put together this Adoption Phase Playbook—chockful of step-by-step plays, tips, and considerations—to help you hone your strategy for the first phase of the customer journey and give you a few tips for delivering value at this stage.

Download the playbook so you can:

  • Answer the strategic questions that will help you nail the basics and establish a foundation for your adoption stage processes
     
  • Determine your goals and chart your ideal process with tips and best practices for engaging with new customers
     
  • Evaluate your plan until you hit and surpass your goals so you can strengthen the bedrock of your customer success program