August 2024
BrainStorm Inc.
BrainStorm solves software adoption with a people-first platform. Adoption delivers business value and reduces churn.
Welcome to August's edition of The Right Click – where we bring you the latest insights & updates to help you stay ahead. Whether it's cutting-edge tools, expert advice, or success stories, we've got just the right ‘click’.
“Onboarding is all about ruthless prioritization. You need to understand your customer’s main pain points and address those first. This approach ensures faster results and builds a stronger relationship right from the start.” - Kristi Faltorusso, CCO at ClientSuccess?
Todd Kirk and Casey Trujillo joined Kristi Faltorusso, a 4x top customer success influencer, in a webinar exploring the best practices for effective customer onboarding.?
One of the key strategies discussed was the importance of prioritizing customer goals early. By focusing on the most pressing pains, companies can deliver initial quick wins. Another crucial aspect of prioritizing customer goals is the partnership kickoff meeting.?
"The first conversation we have with a customer is what we refer to as our partnership kickoff. This meeting is crucial because it sets proper expectations on both sides and ensures we understand the customer's goals. Without this, you're solving a problem you don't even know you have." - Kristi Faltorusso?
This initial conversation helps align both parties, setting clear expectations, and understanding the customer's objectives. It’s a foundational step that ensures all subsequent actions are aligned.?
"I have an automation rule that sends an email to the executive stakeholder 45 days into the partnership. This proactive touchpoint allows us to address any challenges early on and ensures the first conversation feels constructive and not reactionary. It changes everything for the partnership." - Kristi Faltorusso?
?? Check out the recording to learn more about onboarding email automation and other expert SaaS onboarding tips.?
[Article] What is Customer Education? Everything you need to know?
Check out our new blog on customer education. We break down what customer education is and why it's important.?
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[Case Study] Masco uses BrainStorm to launch Copilot?
Masco, a home improvement products leader, faced challenges with low tool adoption and limited training resources. By partnering with BrainStorm, they successfully launched Microsoft 365 Copilot, achieving a lower-than-expected reduction in support tickets and higher product adoption.?
April 30-May 2 | Washington D.C. | TechCon365 Conference?
领英推荐
?? BrainStorm is headed to Washington D.C. to be a platinum sponsor at the Microsoft TechCon365. We're excited to hear from the world’s leading experts in Microsoft 365, Power Platform, Azure, and AI. Save 15% with code 15BRAINSTORM?
On SaaS Therapy, Todd Kirk & Casey Trujillo had a great conversation with Jason Whitehead and Jason Noble from "The Jasons Take On" podcast. It's a must-listen for anyone looking to up their customer success game.?
They talked about the importance of focusing on getting customers to take actions that drive real change, rather than just sticking to a script. Jason Whitehead summed it up nicely:
"What are the behaviors that you're trying to change and really focus on those customer behavior changes, less around executing a playbook or executing a process."?
?? BrainStorm is a finalist for 2 SaaS Award categories:?
Stay tuned for the final winners announced in early August.?
[Article] Hiring Directory: Project IT Managers?
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Thanks for clicking with us! ??Stay tuned for another 'right click' in September.?
P.S.—We’re all about learning together, and your feedback is incredibly valuable to us. Is there something specific you'd like to see more of in the next edition? Let us know in the comments & we'll keep the conversation on customer education going strong. ???