July 2024
BrainStorm
BrainStorm solves software adoption with a people-first platform. Adoption delivers business value and reduces churn.
Welcome to July's edition of The Right Click – where we bring you the latest insights & updates to help you stay ahead.
Whether it's cutting-edge Copilot resources, expert customer success advice, or adoption success stories, we've got just the 'right click’! ??
"Vanity metrics are just that—vanity. They’re easy to track, which is why they’re so seductive, but they don’t tell us about the real impact on behavior or business outcomes.” - Dave Derington, Co-founder of CELab
In a recent webinar, Dave Derington joined SaaS Therapy podcast hosts Todd Kirk and Casey Trujillo for a conversation on vanity metrics.
Dave emphasized that we shouldn’t be measuring metrics just to check a box. Customer education must focus on metrics showing how education is driving change and adding real business value.
?? Which metrics should you be tracking instead? Watch to find out ??
On average, employees spend 353 hours a year compensating for poor technology experiences. That's equivalent to about 44 working days each year! ??
This loss of time leads to substantial productivity loss and project delays. Beyond lost productivity, there are additional costs related to support and missed revenue opportunities. Also, frustration with tech inefficiencies affects morale and job satisfaction.
?? Moral of the story: Emphasizing smooth digital adoption is not just beneficial; it's essential for an organization's success.
Webinar | Making customer education actionable for your clients
"It’s not about the price the customer is paying for your SaaS product. It’s about the value that you deliver. You don’t just start charging. You have to make sure you’re delivering a high value experience.” - Donna Weber, Top 25 Customer Success Influencer
In our last webinar, Donna Weber unpacked the art of transforming users into loyal customers by delivering value beyond the initial login and championing the customer onboarding process.
Podcast collab with The Jasons Take On | Evolution of customer success
How has customer success changed over the years? What should CS professionals be focusing on today?
Our recent SaaS Therapy podcast episode features a conversation with Jason Whitehead and Jason Noble, the duo that hosts “The Jasons Take On” podcast.
领英推荐
They dive into the significance of truly understanding and delivering customer value beyond basic metrics. Listen to their fresh perspectives on making a tangible impact today in customer-centric roles.
Introducing the 2024 BrainStorm Stormies Awards
We’re excited to announce the Stormies Awards—where we celebrate outstanding achievements in digital adoption & user engagement. Whether you're enhancing software adoption, improving training, or leading transformative projects, submit your work for a chance to be celebrated.
?? There's openings to apply for 4 Program Awards (for companies) and 3 Leadership Awards (for professionals).
SaaS Awards announces its shortlist 2024 shortlist
?? BrainStorm made the shortlist in 3 categories:
[Article] Hiring Directory: Project IT Managers
Thanks for clicking with us! ??Stay tuned for another 'right click' in August.
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. ??