The Path to Digital Transformation Success: Driving Customer Adoption and Activation
June 2023, by Arva Huzefa Head of Customer Success and Renewals
For companies undertaking digital transformation, implementing new technologies is merely the starting point. The real challenge is driving adoption and activation – getting customers and employees to fully embrace and utilize new digital systems and processes. Without proper adoption and activation, even the most powerful technology will fail to deliver real business value.
That’s why a customer-centric approach is crucial to digital transformation success. Rather than taking a technology-first perspective, leading companies put the customer at the center and develop adoption and activation strategies tailored to their specific business objectives and target users.
At Emircom, our customer success programs are designed to partner with clients across every phase of digital transformation – from planning through activation and beyond – with the end goal of driving tangible business results through customer adoption. Here is an overview of how we help clients successfully activate customer adoption:
Develop Strategic Activation Plans
The first step is collaborating with your team to develop data-driven activation strategies based on your business priorities, use cases and customer segments. We help you define key performance indicators to track activation and create tailored adoption programs for each target persona. The result is a strategic plan purpose-built to drive utilization in a way that achieves your specific business goals.
Create Frictionless Onboarding Journeys
A major barrier to adoption is complexity. We work with your teams to determine optimal onboarding journeys for each user segment. Guided workflows, tailored training content, and contextual help reduce time-to-competency. Intuitive interfaces and microlearning empower new users to successfully activate the technology independently. Onboarding buddy programs can also ease the transition. The goal is simple, frictionless onboarding facilitating rapid self-sufficient usage.
Encourage Engagement Through Education
Ongoing education and communication are key to maintaining engagement and nurturing highly activated users over time. We help develop training programs, user conferences, knowledge bases and other initiatives to support users through every step of their journey. Creating a digital literacy culture and celebrating power users keeps engagement high. Consistent listening through surveys and feedback gathering surfaces new needs to be addressed through continuous education.
Monitor Usage and Remove Obstacles
The customer success team monitors system usage, training completion rates, and other metrics to identify adoption obstacles early. Issues are quickly addressed through communication, additional training, interface refinements, or workflow optimization. By proactively surfacing and eliminating barriers to usage, we ensure new systems and processes seamlessly integrate into customers’ daily workflows.
Celebrate Milestones and Metrics
Nothing builds momentum like progress and results. We help clients develop metrics-based milestones and celebrate wins along the adoption journey. Success stories are shared, and usage growth is recognized. When customers see the business value new technology delivers, it builds excitement and activates further usage. This positive reinforcement cycle further embeds solutions within the customer experience.
While the right technology is crucial, it takes a customer-focused activation strategy to ensure new solutions reach their full potential. Emircom partners with clients for the long haul, driving adoption from planning through execution and beyond. If you are undertaking transformative digital initiatives, our customer success experts can help you successfully activate customers to achieve real business results. Let us make your next technology rollout a resounding success.