In this episode of SaaS Therapy, Todd and Casey dive into the intricacies of change management, focusing on the ADKAR framework and introducing their own ADOPT framework. They discuss the importance of awareness, desire, knowledge, and participation in driving successful software adoption. The conversation emphasizes the need for effective communication strategies, creative campaigns, and the significance of aligning change initiatives with executive goals. The hosts provide actionable insights for SaaS vendors to enhance customer success and drive meaningful change within organizations.
Takeaways
- Change management is crucial for customer success.
- ADKAR focuses on individual change, while ADOPT emphasizes participation.
- Awareness and desire are foundational for effective change.
- Communication strategies must align with executive initiatives.
- Creative campaigns can enhance user engagement.
- Participation is more important than just ability.
- Transforming behavior is the ultimate goal of change management.
- Understanding user pain points is essential for effective training.
- SaaS vendors should learn from successful customer implementations.
- Making change easy is key to successful adoption.
Contents00:00 Intro
1:06 Understanding the ADKAR Framework
4:54 The Importance of Awareness and Desire
8:34 Knowledge and Ability in Change Management
11:32 Effective Communication Strategies
15:44 Innovative Training Approaches
20:40 Introducing the Adopt Framework
20:50 Understanding User Reinforcement and Adoption Challenges
23:44 The Importance of User Orientation in Change Management
27:28 Participation vs. Ability: A Shift in Perspective
32:41 Transforming User Behavior for Lasting Change
36:04 Practical Applications of the Adopt Framework
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Jenna Mollinet
