We’re here to share more of our implementation insights and best practices with you in the form of another Golden Rule. If you missed Golden Rules 1-3, you can read up on them here:
While this series is designed to share our top implementation tips, we all know a truly successful implementation doesn’t stop on launch day — you need a plan to continuously reinforce the value of your tool to drive ongoing engagement. That’s why this week’s tip is focused on how to fuel long-term adoption. Take a look at our list of recommendations below, and let us know what you’d add!
Golden Rule #4: Fuel ongoing adoption with iterative improvements.
Support your sellers with regular follow-ups, easily accessible self-service resources, and a clear point-of-contact to address questions and feedback. Take stock of your goals and strategic priorities regularly, and make refinements to ensure your enablement solution is set up to help you deliver on your objectives. This approach is crucial for helping your team get more value from your enablement platform, driving continued adoption.
How to keep your solution relevant and top-of-mind:
- Establish a comprehensive support ecosystem. Create a repository of FAQs and how-to guides that are easily accessible and digestible for users. Prepare your users with a dedicated support person or team, ready to answer more complex questions, and with clear channels for communication and timely responses. This dual-approach allows your users to find the help they need, whether they prefer self-guided solutions or personalized support.
- Connect with sellers where they’re already engaged. Integrate updates, announcements, and new training into existing channels and meetings where sellers are already present, such as sales team meetings or weekly check-ins. To drive adoption of new features, highlight direct benefits to the sellers' workflow and success, and consider incentivizing participation or feature adoption with rewards or recognition. By meeting sellers where they are and clearly communicating the value of new features, you increase the likelihood of their active engagement and usage of the platform.
- Initiate a dynamic feedback loop to fuel continuous improvement. Establish intuitive methods for feedback that allows users to share their insights and experiences as they dive deep into the solution. Commit to capturing their input annually after rolling out your tool so you can understand where you are addressing their needs and how you can improve their experience. This will help you anticipate evolving needs, and enable you to remain responsive and forward-looking.
- Keep a pulse on adoption rates. Monitor seller adoption rates closely from the launch of your enablement solution, tracking overall usage, the uptake of specific features, and how rates change over time. Use analytics tools to gain insights into which features are being widely embraced and identify patterns in usage. More important than what is being used — is what isn’t, and why. Dive deeper into underused features to investigate barriers to adoption — whether it’s because of a lack of awareness, training, or relevance to the sellers' needs. The data will help you address gaps and promote the benefits of lesser-known features to drive more comprehensive adoption.
- Re-evaluate your enablement goals annually. Your company’s priorities are constantly evolving — so your enablement solution needs to change with them. Take stock of your executive team’s largest corporate initiatives each year. Evaluate if your enablement solution is set up to help you deliver on those company objectives. Make a plan to expand your current technology use cases if needed, and allocate the right resources and training plans to roll them out effectively.