Customer Success
Adoption, value, and the customer conversations that turn software into results.
Writing on customer success: helping customers adopt the software they have licensed and get measurable value from it. The first essay looks at how Success Plans use customer data to drive adoption and value discussions, through three reports I designed for Success Plan customers: the Adoption Opportunity Assessment (AOA), the Value Opportunity Assessment (VOA) and Enhanced Release Guidance (ERG), and how we use them in adoption and value discussions.
2026
How Value & Outcome Planning Uses Customer Data to Drive Adoption and Value Discussions
A look at the Adoption Assessment, Value Assessment and Product Release Guidance reports I designed for Value & Outcome Planning customers and how we use them in adoption and value discussions.