Adoption Basics
True or False: Only new AMs should be trained on Adoption.
False. As adoption is a never-ending journey for our customers, it is also the same for all account managers to support them. Keeping your adoption knowledge updated will take you to the next level!!!
True or False: As an AM I can draft communications to the customer and send them to the end users.
False. As AMs we can recommend an effective communication strategy as well as share the available materials in our adoption wiki. But the own customer will need to manage all this internally. We can support our customers by:
• Help the customer identify when to communicate
• Suggest periodical reviews of their strategy
• Help the customer contemplate their target audience, intent, content, frequency, medium, and timeline.
T or False: As an Account Manager I can share for the customer several adoption reference materials available on the wiki.
True. In the Support Documents section of the wiki, you have the following materials available: Communication templates, user support structure, adoption success metrics, adoption reports templates, recognition guides, and adoption journeys, just to name a few.
True or False: Adoption is only needed for a recent Go-live account.
False! Adoption is an ever-evolving process by which users become acclimated to a new product or solution and keep on using it.
True or False: The User Support Structure is about the internal customer structure the end users can address to once they are live.
True, having a defined support structure establishes an organized and scalable interaction between internal stakeholders and Avature’s post-go-live support teams. It formalizes an escalation framework to support end users and resolve any questions. Besides the client´s internal User Support structure, Avature has our own "Support Model" for the customer.
Scenario: The customer went live 5 years ago, has good metrics of adoption, and is happy with the instance as it is now. However, as adoption is a never-ending journey, the AM continues to show Avature’s new enhancements, features, and product roadmap. To which 9 essential is this enhancement continued presentation related to?
Extra help: Open the adoption playbook material to find the answer!
Optimization. Why is optimization important? It allows the customer to continue improving their solution and ensures that it evolves as Avature releases new features and solutions as well.
As an AM I should fill the "Risk Form" in the parent case only when an escalation related to adoption was already raised.
False! The risk factors are a way to categorize what caused the adoption risk. But the warning signs are a previous stage where we as AM´s can start identifying a potential risk on adoption. It is advised that the risk form is raised the very first moment you identify a potential risk
To support customers on the Adoption Journey we have 3 support materials on ATS and/or CRM that mention 3 big stages during the adoption journey: familiarity, proficiency and...?
Extra help: Open the adoption journey materials to find the answer!
Answer: Mastery.
Familiarity: Preliminary use and understanding of the system.
Proficiency: Everyday use, replacing individual and manual processes.
Mastery: Essential for daily sourcing and recruiting activities.
True or False: I would recommend to ask for increased executive sponsorship when any of the following is met:
• Missing product vision
• Low adoption
• Unresponsive POC
• Misaligned stakeholders/conflicting interests
True. Why is "executive sponsorship" important?
• Reinforces the vision of the project
• Builds a coalition for support
• Incentivizes employees
Mention 2 forms where you could track customer instance adoption in the Parent Case. Why do you think is important to keep the parent cases up to date?
Risk Form & Client Snapshot.
-Client Snapshot: is a form we can attach to the parent case that gives a quick overview of the status of the account. Adoption details are one of many details you could add here.
- Risk Identification: Form to identify adoption risks.
Adoption Success Metrics serve to measure the success expectations a customer has. To identify which metrics are important for them to track and meet their business goals, we can ask them which type of metrics they would like to review. Mention 4 metrics that could be used to review the Platform Usage.
Extra help: Open the Adoption Success Metrics material to find the answer!
Login activity Number of users that logged in, users that didn’t log in, and users that never logged in. Usage Number of people, jobs and pipelines created. Number of emails, portal access and form completion requests sent. Number of WebSources searches, actions scheduled, steps updated, tags added, and notes added.
Scenario: The customer went live 2 months ago. The POC and the whole TA end users were briefly trained and had many "how to" questions. What Avature training services or resources would you recommend to the customer?
Which ones are free of charge and for every customer and which ones have a cost associated?
No cost:
- Training campus: training videos, webinars, and help center.
Cost:
- Training certification, custom training, and interactive training.
True or False: the "Usage Health check" is done by the Renewals team.
False. The renewals team is not responsible of conducting health checks. During a health check, AMs review how the customer is doing and how the platform is being used. During your periodic revisions of a customer’s instance, if the usage numbers look low or there has been a noticeable drop-off in usage from the last period, you will want to discuss adoption with your POC.
Why are surveys recommended for adoption strategies? To collect what type of information? What 9 essential is that material related to?
To collect feedback and user experience with the platform and processes. We can suggest clients send surveys to gauge the evolution of the effective stakeholders’ experience as they continue to use Avature. Surveys to collect user feedback are related to the Stakeholder Participation 9-essential.
Scenario: A client went live last week, has designed a very detailed user support structure, and has sent surveys to all users to collect their feedback. They are thinking of ways to promote positive behavior and incentivize both the learning and adoption of a new tool. Which support material would you share to support them in promoting positive behavior?
The recognition guide.