September 2024

Welcome to September's edition of The Right Click – where we bring you the latest insights & updates to help you stay ahead on all things software adoption – for both SaaS vendors and their clients. Whether it's cutting-edge tools, expert advice, or success stories, we've got just the right ‘click’.

A recent study showed that 31% of decision-makers think employees are excited about AI in the workplace. However, 73% actually want their company to incorporate AI into their organization.

?? What does this mean? ?? Users are more excited about AI’s potential to provide easier and faster access to information than their leaders think they are. Showing leaders that their users do care and are interested to see how AI could influence their day-to-day work can help motivate change!

Do you have a M365 Copilot for work license yet? See how Copilot can enhance your productivity at work.

Upcoming Utah Event | Sept 11 | Customer Success Lunch & Listen

If you’re in Utah, save your spot for this live podcast recording event hosted by BrainStorm. Join SaaS Therapy podcast co-hosts for lunch, networking & a live panel with CS experts Doug Norton, Kate Sharp, and Roger Mendez.

>>>Save my spot

2024 BrainStorm Customer Summit

We just wrapped up our annual customer summit including 3 days of learning, best-practice sharing, and fun with clients.

Here are some of our favorite takeaways:

1. Think bigger about events: Virtual events are a great way to encourage?learning across your organization. But don't limit yourself to a singular technology training event. Some of our most successful customers use events to drive organizational change and build a positive digital workplace community that employees are excited to join.
2. Make technology adoption an annual initiative: Encourage good digital behaviors and make technology adoption a yearly organizational initiative. Getting leadership on board to crucial to these efforts.
3. The power of champions: Rely on champions at your organization to spearhead technology initiatives and promote positive digital workplace habits across various departments.

The biggest obstacle to adoption of technology

At Microsoft’s TechCon365 conference, we polled IT professionals to find out their biggest obstacle to end-user adoption of technology.

The #1 answer.... getting users to actually participate in learning.

Are your engagement and retention metrics lower than you’d like? See how Brainstorm helps.

“If the learning we put in front of a user is dynamic and hyper-relevant to their job, their skills, and their user persona, we see a significant uptick in not only participation, but in actual usage of the technology!” - Gus Hytonen, VP Enterprise Sales

Season 2 of our SaaS Therapy podcast brought you straight into the minds of top experts in customer success and education. Hosts Todd and Casey delivered actionable insights to help customer-facing roles build better SaaS relationships.

Season 2 highlights:

"AI can help us scale and automate routine tasks, but the human touch is still essential for understanding and addressing unique customer needs." - guest Guy Galon, VP of CS at Obrela

"Empathy and understanding the pain points of all parties involved is crucial in handling difficult customer conversations and recovering from a breach of trust in your SaaS relationship." - guest Debra Wilson, VP Marketing at BrainStorm

"We have to understand revenue and understand the language of business. It's about connecting what you're doing with your customers to the overall business health." - guest Jan Young, 2x Top 25 CS influencer

Sept 3-5 | San Francisco | CCO Summit & CS Festival

We’re headed to California to sponsor the?CCO Summit and CS Festival. We're excited to connect with customer-centric professionals and see how we can help!

>>>Learn about CCO Summit

>>>Learn about CS Festival

Sept 16-18 | Sundance, UT | CS100 Summit

We’re back again to sponsor CS100 and this time as a proud platinum sponsor.?Come join some of the best CS leaders for 3 days of incredible insights in the mountains.

>>>Register for CS100??

[Article] What is customer education? Everything you need to know

[Webinar] Customer education webinar collection

[Podcast] Rebranding L&D with Kevin Alster, head of Synthesia Academy

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Thanks for clicking with us! ??Stay tuned for a spooky 'right click' in October.

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 software adoption going strong. ??