The document discusses empowering customer success managers (CSMs) as adoption coaches. It argues that CSMs need to be adoption coaches in order to drive customer adoption of software products and ensure customer renewals. As adoption coaches, CSMs can help customers overcome adoption challenges and get full value from software. To be effective coaches, CSMs need training on adoption best practices, tools and methodologies to understand customers' organizations and guide them towards successful adoption. The document promotes a coaching platform called Adopttec that provides CSMs with online adoption training and resources to coach customers effectively.

1. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Empowering CSMs as Adoption Coaches
Jason Whitehead
Founder & CEO, Tri Tuns
Jennifer MacLean-Rogan
VP of Client Success, Tri Tuns

2. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Housekeeping!
Get your tweet on and join the conversation!
#CSwebinar
@GetAmity @TriTuns
Q&A at the end – ask your questions in the question box!
We will send the slides to everyone soon

3. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Request a demo with Amity
getamity.com/demo

4. The experts in profitable customer success &
accelerated software adoption delivering fast &
effective consulting & training services since 2006
We are the glue that binds SaaS vendors and buyers together
by making sure both are successful because one cannot
succeed without the other!
Copyright Tri Tuns LLC 2017. All rights reserved.

5. Jen MacLean-Rogan,
Vice President of Client Success
19 Years Experience in IT User Adoption &
Customer Success
Bachelors: Business Administration,
University of Wisconsin (Madison)
Masters: Organization Development,
George Washington University
Jason Whitehead, CEO
20+ Years Experience in IT User Adoption &
Customer Success
Bachelors: Finance, George Washington University
Masters: Analysis, Design & Management of
Information Systems, London School of Economics
Masters: Organization Development & Strategic
HR, Johns Hopkins University
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

6. 2016 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC.
Customer Success Managers as
Software Adoption Coaches
Means Faster Onboarding and
Lower Churn Copyright Tri Tuns LLC 2017. All rights reserved.

7. Why
What
How
What are Adoption Coaches?
How do you become an effective
and valuable Adoption Coach?
Why do CSMs need to be Adoption
Coaches?
Copyright Tri Tuns LLC 2017. All rights reserved.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

8. Why
What
How
What are Adoption Coaches?
How do you become an effective
Adoption Coach?
Why do CSMs need to be Adoption Coaches?
Copyright Tri Tuns LLC 2017. All rights reserved.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

9. No Value = No Renewals
Customers renew based on their experience using your product
Copyright Tri Tuns LLC 2017. All rights reserved.
If you’re customers aren’t
using and getting value
from your product, then
why would they renew?
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

10. A lack of adoption is a core issue for software buyers
No Adoption = No Value = No Renewals
Copyright Tri Tuns LLC 2017. All rights reserved.
Not using and getting value from software
likely has more to do with the customers’
organization than your product.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

11. Your customers need and WANT your help
You and your customers
can’t be successful
without driving adoption!
Copyright Tri Tuns LLC 2017. All rights reserved.
No Coaching = No Adoption = No Value = No Renewals
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

12. +
Drive Adoption
Daily user logins
Functionality used as designed
System use delivering ROI
Business outcomes achieved
Active facilitation
Accelerate onboarding
Sustained system use
Manage Accounts /
Relationships
QBRs
Roadmap
Renewals
Account expansion
Provide support
Two main components of Customer Success
Copyright Tri Tuns LLC 2017. All rights reserved.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

13. Why
What
How
What are Adoption Coaches?
How do you become an effective
Adoption Coach?
Why do CSMs need to be Adoption Coaches?
Copyright Tri Tuns LLC 2017. All rights reserved.Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

14. Adoption can't be mandated…It needs to be guided
Copyright Tri Tuns LLC 2017. All rights reserved.
Proactive and helpful
Listeners and guiders
Questions and recommendations
Keep customers on track to success
May need to help them course correct
Their boss
The decision-maker
An expert on their organization
Responsible for their outcomes
Demanding and overbearing
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

15. Effective and valuable Adoption Coaches are a…
Facilitator
Guide
Expert
Accountabil-a-buddy
Momentum Driver
Pitfall Preventer
Challenger
Hero Creator
Value Enabler
Educator
Influencer
Helper
Adoption
Coach
Copyright Tri Tuns LLC 2017. All rights reserved.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

16. Why
What
How
What are Adoption Coaches?
How do you become an effective
and valuable Adoption Coach?
Why do CSMs need to be Adoption Coaches?
Copyright Tri Tuns LLC 2017. All rights reserved.Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

17. How do you become an effective and valuable coach
Ability to solve
adoption problems
from your customers’
perspective
Ability to
deliver
effective
coaching
Ability to tailor
your coaching
methods for
various formats
and groups
Copyright Tri Tuns LLC 2017. All rights reserved.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

18. Ability to solve adoption problems from your customers’ perspective
Your customers need training, tools and
methodologies to understand how to drive
adoption within their organization
and know what actions to take
Copyright Tri Tuns LLC 2017. All rights reserved.
Ability to solve
adoption problems
from your
customers’
perspective
Ability to tailor
your coaching
methods for
various formats
and groups
Ability to
deliver
effective
coaching
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

19. Ability to deliver effective coaching
You need training, tools and methodologies
to understand how to drive adoption within
your customers’ organization and know what
actions to take as a coach
Copyright Tri Tuns LLC 2017. All rights reserved.
Ability to solve
adoption problems
from your
customers’
perspective
Ability to
deliver
effective
coaching
Ability to tailor
your coaching
methods for
various formats
and groups
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

20. Ability to tailor your coaching methods for various formats and groups
Copyright Tri Tuns LLC 2017. All rights reserved.
Ability to solve
adoption problems
from your
customers’
perspective
Ability to
deliver
effective
coaching
Ability to tailor
your coaching
methods for
various formats
and groups
Low-touch
Medium-touch
High-touch
• Executives
• Implementation teams
• Managers / Supervisors
• End-users
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

21. ROI
COST
Sunk Costs Recovered Costs
Time
Adoption Coaching takes place at all stages
Copyright Tri Tuns LLC 2017. All rights reserved.

22. What is the adoption coaching process?
3.
PTJ – Plan
the journey
1.
DTR – Define
the relationships
2.
WTG - Where
is this going?
4.
STI - Structure
the interactions
Copyright Tri Tuns LLC 2017. All rights reserved.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

23.  To make sure you’re both on the same page
(i.e., shared language & understanding)
 To structure your interactions
 To develop effective adoption plans
 To get better, faster results with far less effort
Need training, playbooks and tools that you can share with your clients
Copyright Tri Tuns LLC 2017. All rights reserved.
Coach Playbook
Customer Playbook
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

24. Need to use various tools and media when working with different client tiers
Use different tools and media for
different customer groups
Base the level of coaching
services on price and profitability
Low-touch
Electronic Self-service
Medium-touch
Group Live interaction
High-touch
Personalized Full-suite
of adoption services
Copyright Tri Tuns LLC 2017. All rights reserved.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

25. Adopttec empowers and enables you to be a valuable adoption coach
 Online Adoption Training Courses
 Adoption and Coaching Playbooks with videos
 Time-saving tools, templates, checklists, samples etc…
 Available immediately
 Available 24 / 7
 Located on-line all in one place
 Simple
 Scalable
 Easily Actionable
 Effective with any software
 Effective for organizations of any size and complexity
 Customized content options
 Convenient options for access to adoption experts
Copyright Tri Tuns LLC 2017. All rights reserved.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

26. Adopttec empowers and enables you to be a valuable adoption coach
Copyright Tri Tuns LLC 2017. All rights reserved.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

27. Adopttec empowers and enables you to be a valuable adoption coach
Copyright Tri Tuns LLC 2017. All rights reserved.
Limited time offer 40%
discount on any course
Attend an Adopttec demo in
April for your chance to win
3 months of access to
Adopttec for free
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

28. Tri Tuns offers fast & effective adoption & customer success solutions
Copyright Tri Tuns LLC 2017. All rights reserved.
Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Copyright Tri Tuns LLC 2017. All rights reserved.

29. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Q&A

30. Empowering CSMs as Adoption Coaches #CSWebinar @GetAmity @TriTuns
Thank you for being here!