SaaS Therapy

Driving change & adoption in SaaS

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Todd Kirk and Casey Trujillo discuss the importance of driving change and adoption in SaaS organizations. They identify six key moments of need where customers are highly motivated to take action:

  1. Onboarding
  2. When customers ask for help and support
  3. During the renewal process
  4. When customers request professional services
  5. During major events
  6. Upsell situations

    7. They emphasize the need for SaaS vendors to provide resources and enablement tools to empower customers to be successful on their own. The hosts also highlight the importance of timing and messaging in driving change and adoption.

    Takeaways

    • Identify the key moments of need where customers are highly motivated to take action
    • Provide resources and enablement tools to empower customers to be successful on their own
    • Timing and messaging are crucial in driving change and adoption
    • Focus on the customer's moment of need and capitalize on it to drive adoption

      • Contents

      • 00:00 Introduction and College Football Season
      • 02:43 The Importance of Intention and Motivation in Driving Change
      • 08:00 Onboarding New Customers
      • 14:28 When Customers Ask for Help and Support
      • 18:49 The Renewal Process
      • 21:18 Professional Services
      • 26:13 Major Events
      • 28:00 Upsell Situations
      • 33:10 Homework Assignment: Recognize Moments of Need

        • Resources

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        Credits

        Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

        Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

        Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred

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