Microsoft Customer Success Tips - Training and User Adoption for Enhanced Customer Success Scores

The Previous article covered some in-depth detail on the Business Applications Customer Success Metrics. This article will explore how training and user adoption contribute to partner success and outline strategies to optimize these areas.

Let's Begin...

In today's fast-paced digital world, being a Microsoft Solutions Partner means aiming for the gold standard—achieving those sought-after Solutions Partner designations. In my opinion, with the weighting allocated to the Customer Success Metric, customer success is very important to understand and achieve!

And you know what? While technical expertise and product knowledge are crucial, maximizing customer success is the ultimate goal. One of the key drivers of customer success lies in effective training and user adoption.

By investing in comprehensive training programs and fostering user adoption, Microsoft Partners can significantly increase their Customer Success Scores and solidify their position as trusted advisors.

The Power of Training

All right, let's start with the basics.

Comprehensive training is the backbone of any successful partnership. It equips partners with the skills and knowledge they need to deploy Microsoft solutions like pros, ensuring a smooth customer success experience.

Microsoft offers some great training programs that give partners access to the latest tools, best practices, and technical guidance. By investing in training, partners can enhance their expertise, stay updated on emerging technologies, and deliver higher-quality solutions to their customers.

Check out the training available from Microsoft here.

What Makes Training Effective?

1.????Technical Proficiency:

Partners must possess deep technical expertise in Microsoft solutions relevant to their specialization. Microsoft offers a wide range of technical training resources, including virtual labs, online courses, and certifications, enabling partners to gain in-depth knowledge and demonstrate their impressive technical competence.

2.????Solution-Specific Training:

Specialization is key, folks! Partners should prioritize solution-specific training to truly grasp the nuances of the solutions they offer. This training helps partners address customer pain points, tailor solutions to meet unique requirements and create exceptional experiences.

3.????Technology waits for no one, embrace the learning journey

“Technology evolves rapidly, and partners must stay updated to remain competitive"

Encourage a culture of growth within your organizations by offering ongoing training programs. That way, you'll always be at the forefront of technological advancements and ready to "wow" your customers with your expertise, ultimately benefiting your customers.

Driving User Adoption

Okay, so here's the deal, even the most mind-blowing solutions can fall flat if users don't jump on board.

User adoption plays a pivotal role in determining the success and longevity of any technology deployment. Microsoft Partners must focus on enabling and supporting their customers throughout the adoption journey to maximize the value derived from Microsoft solutions.

You need to guide and help customers throughout the adoption journey to unlock the full potential of Microsoft solutions.

Change Management:

Successful user adoption starts with effective change management. Partners must work closely with customers, aligning their organizational goals with the proposed solution. This involves understanding user behaviors, addressing resistance to change, and providing comprehensive training to bridge the knowledge gap.

In a Prosci article, written by Ed Powers , the writer emphasizes the following:

"What SaaS companies are learning today is that there’s much more behind why customers choose to either renew or churn. People must use the product. They must adopt it and get results from it. And they must be satisfied with multiple aspects of working with the company that sold it to them. The mechanics of change from a human perspective is essential to everything that customer success is trying to accomplish."

You can access the article here

Partners have to become actively involved in ensuring the customer has systems in place to drive adoption. Where the customer does not have such capabilities, the Partner must step in to provide the services.

Customized Training Programs

Partners should design training programs that cater to the specific needs of end-users, ensuring they are equipped to leverage the full potential of the deployed solutions. Personalized training sessions, hands-on workshops, and interactive learning materials can greatly enhance user adoption and satisfaction.

Ongoing Support and Engagement

Your job doesn't end with the implementation phase.

Unfortunately, a lot of Partners, simply walk away after implementation. You have to create a project life cycle that includes pro-active Support and Monitoring after Implementation.

Partners must continue providing ongoing support and engagement. Check in with customers regularly, offer a helping hand, and gather their valuable feedback to address any concerns or challenges. This ongoing engagement helps you build trust, ensure a positive user experience, and drive long-term customer success.

Measuring Success

Hello, Increased Customer Success Scores!

Microsoft evaluates partner success through the Customer Success Score To increase CSAT and achieve higher Solutions Partner designations, partners must focus on the following metrics.

1. Customer Satisfaction: Ask for feedback! Survey your customers and gather their thoughts on their experience. Take those insights seriously and make any necessary improvements to deliver an exceptional customer journey.
2. Adoption and Usage: Keep tabs on how customers are using your solutions. By monitoring usage patterns, you can gauge user adoption levels. If roadblocks arise, work hand in hand with customers to overcome them and ensure they're reaping the benefits of the solutions. Partners like Inogic have developed an App to help with tracking adoption. You can use such tools together with Partner Centre reports to monitor usage. You can have a look here.
3. Business Impact: Measure the impact your solutions have on customers' business objectives and goals. By aligning your deployments with tangible business outcomes, you can demonstrate the value you bring to the table and boost those customer success scores.

?As mentioned in the previous article, each member of your team that is assigned to a project should know what the intended objectives and business outcomes are. Each person at each touch point should be aligned to these business outcomes so that all interactions are optimized for the intended goals.

The Wrap

In conclusion, training and user adoption are instrumental in driving customer success and increasing partner Customer Success Scores for Solutions Partner designations.

By investing in comprehensive training programs, staying updated with evolving technologies, and prioritizing user adoption, Microsoft Partners can position themselves as trusted advisors, delivering high-quality solutions and exceptional customer experiences.

With a focus on continuous learning and proactive support, partners can foster long-term customer success and cement their reputation as industry leaders.

Contact me for Discovery Call if you need any of the following:

• Help to develop training and user adoption programs for your customers.
• Understanding the usage reports in Partner Centre.
• Earning Incentives and Rebates aligned to Usage.
• Attaining Solution Partner Designations
• OR any other topic aligned to your Microsoft Partnership

Looking forward to a fruitful conversation and a partnership that thrives!

Book an appointment here

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