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© 2019 Tri Tuns, LLC. All Rights Reserved.
Since 2006, Tri Tuns has helped software buyers and SaaS vendors quickly get systems used in a way that delivers clear, measurable business results. Tri Tuns is different from most consulting firms in that we have a unique blend of deep experience and expertise in user adoption, organizational change management, and information systems. While most firms are strong in one area, we have proven expertise in all three. We help you achieve more value from your software investments by going beyond most typical change management efforts. Most change management efforts only focus on getting the system live, leaving you with poor user adoption and disappointed executives. Instead, we use our proven methodology to help you deliver comprehensive user adoption programs that accelerate initial adoption and then keep adoption high, so you get amazing business results (and happy executives) year after year. We know what works, and more importantly, what doesn't. You will love working with us and the great results you achieve in record time!
Photo taken by Jeff Martin
Jason is a passionate thought leader in the field of customer success and software user adoption. Jason's 20+ years' experience leading technology implementation and adoption programs has given him the expertise to help organizations overcome the largest challenge they face - getting people to use technology to deliver results.
Jason has a master's degree in information systems from the London School of Economics, a master's degree in organization development & strategic human resource from Johns Hopkins University, and a bachelor's degree in business administration from George Washington University.
Our founder and CEO, Jason Whitehead, spent the early part of his career as a CRM consulting, delivering hands-on, enterprise software deployments. The challenge was all of these projects focused just on getting the systems live, on-time and on-budget, without ever actually delivering the business results that were required.
Jason was given a unique opportunity as an internal employee of a Fortune 100 company to turn around a failed CRM system. After getting the system live, Jason's boss said to him, "It is great you got the system live. But if we can't get people to use it and prove the value to the executives, we don't need it and we don't need you." In this career defining moment, Jason began to focus all of his efforts on driving user adoption and proving the value of the system to deliver business results.
Jason quickly realized that none of his previous experience or education in information systems had given him the knowledge or skills to meet this exciting challenge. He quickly went back to university to get a Master's in Organizational Development, which gave him the tools and techniques to proactively drive user adoption. By applying what he learned he was able to dramatically increase user adoption, get the system recognized as an internal best-practice, and even get other departments to offer up budget and resource to gain system access.
Jason quickly realized that driving user adoption and business outcomes (not just getting a system live) was his passion, and so he stepped out on his own and founded Tri Tuns. Under Jason's leadership, Tri Tuns has spent more than a decade delivering numerous successful client projects. Tri Tuns continues to be a leader in helping organizations maximize user adoption, build effective customer success programs, and ensuring that organizations achieve their desired outcomes from their software investments.
Tri Tuns (pronounced trī - təns) was named of The 3 Tuns Pub in London, England. The 3 Tuns was the student pub at the London School of Economics where our founder, Jason Whitehead, studied for his Masters in Information Systems.
Jason often tells how many students and professors would continue interesting class discussions in the pub long after the actual clas was over. We continue the tradition of exploring innovative ideas about the value and impact of information systems while enjoying a pint or two!
We would love to learn more about your needs and see how we can help. Get a free initial consultation to chat with one of our experts, inspire ideas, and learn how our process works.
© 2019 Tri Tuns, LLC. All Rights Reserved.
We help you get people to use your software and achieve more, so they love the results and their jobs.
Getting a system live and people trained is the easy part. Getting people to use your system to deliver great results is the hard part.
All the time, effort and money you invested in an unused system is a giant waste of real resources.
You haven't solved your underlying business problem, which is a huge opportunity cost.
Fingers get pointed right at you! Right or wrong, you are the person people blame when software doesn't deliver.
Getting a system live and people trained is the easy part. Getting people to use your system to deliver great results is the hard part.
All the time, effort and money you invested in an unused system is a giant waste of real resources.
You haven't solved your underlying business problem, which is a huge opportunity cost.
Fingers get pointed right at you! Right or wrong, you are the person people blame when software doesn't deliver.
We help you build smart adoption plans and take easy actions to get people to use your software and improve performance.
If you are just starting a new system deployment, currently taking a system live, or have an existing system that needs increased user adoption, we can help!
Get the services you need to plan and deliver the actions that increases user adoption!
Learn the skills and methods you need to deliver high-impact user adoption programs!
We help you build high-impact customer success programs and teams, so you deliver the services that your customers need to get incredible business results, quickly renew and expand their accounts.
We provide the hands-on customer success services you need!
Get the training, coaching and support you and your team need!
It all starts with just a simple, no-pressure, hassle-free 30 minute conversation.
You tell us about your needs. We recommend a plan for making you successful!
We work your plan together. You achieve amazing results!
We have been where you are know first-hand how hard it is to get people to adopt software in a way that delivers the results you need. We have learned what works and what doesn't. We help you:
Let us help you get the results you want faster, cheaper, easier and without the mistakes, headaches and stress that comes with trying to figure it on your own.
Contact us today to get started!
© 2019 Tri Tuns, LLC. All Rights Reserved.
No matter where you are in your customer success journey, we help you:
Building a high-impact customer success program is a huge challenge! You need to:
And you need to do it all with limited time and budget - and before you lose executive support!
We have been where you are and we know what it takes. Our unique expertise working hands-on to accelerate user adoption within software buyers' organizations, coupled with our experience building customer success teams, let's us help you in ways you can't imagine.
There are unique challenges and decisions you need to make when first launching a customer success practice. We help you make decisions, avoid mistakes, and get your customer success practice off the ground fast so you quickly demonstrate the impact you have on customers and the growth of your company.
You have limited resources and need to make a major impact. We help you determine where to set your priorities, allocate resources, and focus your efforts to deliver maximum results.
Details matter! You need to map out your internal processes, deliver them in a usable format, make the easily actioned by your team, and then keep them up to date! We can help.
Building a high-performing team is a major challenge. We help you define roles and responsibilities, develop incentive structures, define career paths, hire the right people, and manage team performance.
You will learn a lot in first couple of years, and very soon you will need to grow and scale your customer success operations. We help you learn from your experience and adjust your program to meet current and future needs.
You need to segment your customers, understand each segments' needs, map the ideal customer journey, and then align your processes, services and resources accordingly. We help you identify the best mix of segments and services to maximize the value of each customer.
You need the right mix of high, medium and low touch approaches to maximize customer adoption and outcomes. We help you build the right processes to maximize customer impact and renewals, while minimizing the cost to serve your customers.
Success ultimately comes down to delivering high-impact services to your customers. We help you define and deliver the customer-facing activities that increase user-adoption, increase customer outcomes, reduce churn, expand accounts to increase profits and growth.
Congratulations! You have proven you can deliver high-impact customer success services. Now you need to optimize your services, evolve your approach to meet future needs, lower your cost to serve, and prove that your customer success program is a profitable growth-driver! We help you optimize your program and prove the impact it has on growth and profitability.
You need a way to measure the impact of your customer success team, prioritize work, and proactively manager customers based on their needs, perceptions, and signals. We help you identify the information you need to effectively and efficiently manage your customers.
The biggest challenge that most customer success teams face is driving effective internal alignment and collaboration. We increase internal alignment so that all departments are contributing to the success of your customers.
You need to maximize internal executive support for customer success, get the budget and resources you need, and prove that customer success is profitable and growth-driver for your organization. We help make this happen!
© 2019 Tri Tuns, LLC. All Rights Reserved.
We help you every step of the way in your software implementation efforts:
Maximizing effective and ongoing end-user adoption is critical to achieving your desired business results and getting the most value from your software. Yet, this doesn't happen on its own. You need a structured, ongoing user adoption program that:
We have been where you are, and we know what it takes. Our extensive expertise working hands-on to accelerate user adoption and business outcomes realization means we can help you achieve more value from your software. Let us help you avoid the delays and missteps that plague most software implementations and achieve more value from systems!
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The time to plan and prepare for fast user adoption is before the system is live. You need to build an adoption program based on your unique needs, organization, software and implementation schedule.
We help you build your program, avoid mistakes, and prepare your leaders and end-users for your new software. You get fast user adoption and accelerated business benefits realization once your system goes live.
You have limited time and resources for building a high-impact user adoption program. We help you identify your specific drivers and barriers to user adoption. We then build your user adoption strategy to focus your resources for greatest impact.
We establish your user adoption program, define roles and responsibilities, train your staff on user adoption methods, provide team coaching and support, and measure your user adoption team performance.
We actively engage your executives, managers, supervisors and end-users prior to go-live, so the know what is required from them once the system is up and running.
The first 12 months from go-live are critical for getting users to adopt your software and achieving improved business outcomes. The typical approach of "go-live and go-home" only leads to low and slow user adoption and disappointing results. Do you know what you need to do instead?
We help you accelerate initial user adoption, measure progress, and take effective action to ensure your systems are used and delivering the outcomes you need.
You need effective end-user onboarding programs that go beyond point-and-click training and fully prepare users for performing their jobs differently with your software. We build and deliver the training, communications, engagement and onboarding programs that deliver fast, effective user adoption.
You need to quickly get users to adopt the new software, learn its functionality, and change their daily work habits to embrace the new software. We help you set user adoption targets and provide the support necessary to drive fast, effective adoption across your user base.
You need to perform ongoing measurement of user adoption and related business outcomes to prove you are getting value from your software investments. Next you need to take action to address performance issues and maximize your results. We provide the monitoring, analysis and recommended actions to make this happen.
Your world doesnt stay still and neither does your software. New business needs emerge, new software functionality gets released, and new people join your organization. If you ignore these ongoing needs, your software quickly becomes outdated, ineffective an irrelevant.
We help maintain high-levels of effective user adoption, drive fast adoption of new features, quickly onboar new users, and ensure your software continues to deliver amazing business outcomes year after year.
You need to make sure that people keep effectively using your software over the life of the system. This requires ongoing effort to monitor adoption and respond to emerging needs and challenges. We help you keep adoption levels high to ensue you get maximum value from your software over the long-term.
You constantly have new people join your organization and new software functionality getting released. You need to make sure that new users quickly adopt your current system. You need to make sure all users quickly adopt new functionality. We help you make sure this happens so that new users, and new features, are quickly contributing to improving your bottom line.
You face constant change in your organization and what works today may not work tomorrow. As your needs, software and organization evolve, you need to make sure your user adoption program and efforts do as well. We help you adjust your user adoption program so that your software stays relevant, adoption levels stay high, and you continue to get the most value possible from your software.
© 2019 Tri Tuns, LLC. All Rights Reserved.
Build a high-impact customer success program that drives profits and growth!
You face different challenges each step of your customer success journey. You need to make fast progress, avoid delays and mistakes, quickly prove the value of your efforts, and deliver outstanding business results. We have the experience and expertise you need to make it happen.
If you are just launching your customer success program or if you have an existing service that you want to optimize and mature, we can help! Our customer success consulting packages are flexible and designed to quickly grow fast, effective, scalable and profitable customer success programs in your organization.
You have limited resources and need to make a major impact. We help you determine where to set your priorities, allocate resources, and focus your efforts maximize results.
Details matter! You need to map out your internal operations, deliver them in a usable format, make them easily actioned by your team, and then keep them up to date! We can help.
Building a high-performing team is a major challenge. We help you define roles and responsibilities, develop incentive structures, define career paths, hire the right people, and measure team performance.
Success ultimately comes down to delivering high-impact services to your customers. We help you define and deliver the customer-facing activities that increase user-adoption, improve customer outcomes, reduce churn, and expand accounts to increase profits and growth.
You need a way to measure the impact of your customer success team, prioritize work, and proactively manage customers based on their needs, perceptions, and signals. We help you identify the information you need to effectively and efficiently manage your customers.
The biggest challenge that most customer success teams face is getting, keeping, and maximizing internal executive support and alignment. We help you increase internal alignment across your organization so that all departments are contributing to the success of your customers.
You need to develop amazing customer success skills and expertise in yourself and your team. We have the training, coaching and support you need.
We know that no one person has exactly the same needs and that is why we have a variety of customer success training options. Our programs are designed to boost your knowledge, skills and confidence, all while delivered in a format and schedule that works best for you.
Customer Success Mastermind is a subscription-based customer success training, coaching and ongoing professional development program that takes your skills to the next level! Designed for early career professionals, CS leaders, and growing CS teams.
Online customer success training is perfect for individuals or teams that prefer self-study and like to learn at their own pace. The training is 100% online with interactive content!
Your virtual learning program blends online, self-study with live, instructor-led sessions delivered remotely. Perfect for small or geographically dispersed teams!
Your in-person team training is highly interactive, providing a dynamic learning experience. It includes access to our online content and post-training coaching calls to reinforce learning and support your team.
Your workshop is a fast-paced, dynamic learning and problem-solving program. Our expert facilitators lead you through detailed scenarios so you gain new knowledge while solving important challenges specific to your organization.
© 2019 Tri Tuns, LLC. All Rights Reserved.
Build a user adoption program that maximizes software use and delivers your desired business outcomes!
You are probably very good at getting software live, but you likely struggle to get users to adopt the system in a way that delivers the business outcomes you want. Delivering great training and communications alone is not enough. To get the value you demand from your software investments requires more.
The reality is most training, communication and change management programs are not designed to meet the ongoing user adoption challenges of today's software. SaaS systems, agile development, and constant new software releases create a state of perpetual change. You need to move past outdated change management programs that are focused just on the initial go-live and embrace new methods to accelerate, maximize and sustain user adoption!
Tri Tuns helps you build the user adoption programs, teams and skills you need to meet the demands of modern software. We help you get your people to use your software, and keep them using it, so you get the results you need!
If you are planning a new software implementation, getting ready to go live, or have an existing system that needs improved user adoption, we can help! Our change management & user adoption consulting packages are flexible and designed to quickly implement fast, effective and scalable user adoption programs, so you get the business outcomes you want.
You have limited time and resources for building a high-impact user adoption program. We help you focus your resources for greatest impact, establish your adoption program and provide the ongoing management for your user adoption efforts.
Building a high-performing user adoption team is a major challenge. We help you define roles and responsibilities, train your staff on user adoption methods, provide team coaching and support, and measure your user adoption team performance.
You need effective end-user onboarding programs that go beyond point-and-click training to fully prepare users for performing their jobs differently using your software. We build and deliver the training, communications, engagement and onboarding programs that deliver fast, effective user adoption.
You need the support of executives, managers and supervisors to drive user adoption and ensure people collaborate effectively using your software. We build the alignment and support you need.
You need to provide ongoing measurement of user adoption and related business outcomes to prove you are getting value from your software investments. Next you need to take action to address performance issues and maximize your results. We provide the monitoring, analysis and recommended actions to make this happen.
Things change everyday and you need to constantly adjust your adoption efforts to onboard new users, keep adoption levels high, sustain your business results and keep your software relevant. We provide the ongoing support you need to ensure you get full value from your software over the life of the system.
You need to develop in-depth change management and user adoption skills and expertise. We have the training, coaching and support you need.
We have a variety of user adoption training options to meet your needs. Our programs are designed to boost your knowledge, skills and confidence, all while delivered in a format and schedule that works best for you.
Online user adoption training is perfect for individuals or teams that prefer self-study and like to learn at their own pace. The training is 100% online with interactive content!
Your virtual learning program blends online, self-study with live, instructor-led sessions delivered remotely. Perfect for small or geographically dispersed teams!
Your in-person team training is highly interactive, providing a dynamic learning experience. It includes access to our online content and post-training coaching calls to reinforce learning and support your team.
Your workshop is a fast-paced, dynamic learning and problem-solving program. Our expert facilitators lead you through detailed scenarios so you gain new knowledge while solving important challenges specific to your organization.
© 2019 Tri Tuns, LLC. All Rights Reserved.
The skills and credentials you need to accelerate your customer success career! Designed For:
You need to develop amazing customer success skills and expertise in yourself and your team. We have the training, coaching and support you need.
We know that no one person has exactly the same needs and that is why we have a variety of customer success training options. Our programs are designed to boost your knowledge, skills and confidence, all while delivered in a format and schedule that works best for you.
Our online, virtual, subscription and in-person training programs include access to our proven core customer success online training courses. Watch the free demo of our online training course today!
If you are new to customer success or looking to break into this exciting field, our training is a great place to boost your skills and earn a certification that will accelerate your career. Choose from the options below to get started!
Online customer success training is perfect for individuals who prefer self-study and like to learn at their own pace. The training is 100% online with interactive content!
Our online program for individuals is $490 and includes 3-months access to the course and you are eligible to take the free certification examine!
Customer Success Mastermind is a subscription-based customer success training, coaching and ongoing professional development program that takes your skills to the next level! The program includes online training, live instructor-led sessions, group coaching calls and more. You get full access to our online training and new courses are delivered ever 4 - 6 weeks.
Early career professionals can subscribe for $75 per month!
Tri Tuns will soon be offering live, instructor-led customer success training on focused customer success topics. Each live virtual training will last approximately 90 minutes and include access to resources, tools and content that will help you immediately apply your learning.
Click the button below to get notified when the virtual live training is available.
Are you currently a customer success leader or looking to advance into a leadership position? Do you need additional training on topics that will help you grow, lead and deliver a profitable customer success program? We have what you need! Choose from the options below to get started!
Customer Success Mastermind is a subscription-based customer success training, coaching and ongoing professional development program that takes your skills to the next level! The program includes online training, live instructor-led sessions, and group coaching and more. You get full access to all our online training and specific content j for CS leaders. New courses are delivered ever 4 - 6 weeks.
Early career professionals can subscribe for $125 per month!
Tri Tuns will soon be offering live, instructor-led customer success training on tightly focused topics. Each live virtual training will last approximately 90 minutes and include access to resources, tools and content that will help you immediately apply your learning.
Click the button below to get notified when the virtual live training is available.
As a Customer Success Leader, you have lots of questions and challeges. Yet, you rarely have someone within your organization that can provide the guidance, mentorship and coaching you need. Our private coaching service gives you the unbiased guidance and expert recommendations you need to make to build your customer success program and advance your own career. Coaching is available as a single session or as an ongoing coaching package.
Do you need training, support and professional development for your entire customer success team? We have a variety of online, virtual, in-person and other programs to get you exactly what you need.
Customer Success Mastermind is a subscription-based customer success training, coaching and ongoing professional development program that takes your skills to the next level!
CS Mastermind is perfect for teams! You get group rates and can add new staff members at any time (perfect for new-hires). You can add optional services, such as in-person training or private team coaching.
Your in-person team training is highly interactive, providing a dynamic learning experience for your entire team. It includes access to our online content and post-training coaching calls to reinforce learning and support your team.
We also provide a variety of customization and optional services to enhance the value nd effectiveness of your team training experience.
Your virtual learning program blends online, self-study training with live, instructor-led sessions delivered remotely. It provides the flexibility for people to learn at their own rate, while also delivering the benefits of a group learning experience.
This program is perfect for small or geographically dispersed teams and can be combined with a variety of customization and support options.
Our online customer success training is great for teams too! Let your entire team learn at their own pace. Add new team members at any time Get reports to measure individual and team progress.
Our online customer success training is SCORM compliant and can be licensed and hosted on your learning management system. Include our proven customer success training content as a component of your overall internal training program.
Your workshop is a fast-paced, dynamic learning and problem-solving program. Our expert facilitators lead you through detailed scenarios, so you gain new knowledge while solving important challenges specific to your organization.
Once you have completed the online customer success training courses you are eligible to take our customer success certification exam. This exam assesses your mastery of the core customer success concepts, strategies, tactics and methods necessary to deliver the superior customer success services that companies require.
Earning your customer success certification makes you standout as a skilled professional. Our certification gives you a competitive distinction that advances your customer success career and instantly gives you credibility when working with customers.
Not all customer success training courses are the same, and we think you will find that we have the unique content and expertise you need. Read the course descriptions to learn more about you customer success training.
Don't forget we also offer in-depth user adoption training! If you or your team are looking to expand your ability to help customers maximize adoption, than this training is for you! (BTW, it is also included in the Customer Success Mastermind program at no extra charge.)
© 2019 Tri Tuns, LLC. All Rights Reserved.
The knowledge and skills you need accelerate and maintain effective use of your software. Built for:
Getting a large number of people to adopt software and use it in a collaborative way that delivers the business outcomes you need is a huge challenge. Most traditional change management programs fail to deliver the results you need.
Our proven user adoption methodology and training is based on over 20 years working hands-on in complex organizations building and delivering robust user adoption programs that work! You will learn the keys to successfully driving user adoption and the mistakes to be avoided.
We provide a variety of user adoption training options to meet your needs, schedule and preferred learning style. Our programs are designed to boost your knowledge, skills and confidence, allowing you to quickly accelerate and maintain amazing levels of user adoption of your software.
Our online, virtual, and in-person training programs include access to our proven user adoption online training courses. Watch the free demo now!
You need to develop deep user adoption skills and expertise in yourself and your team. We have the training, coaching and support you need. If you are responsible for ensuring your software is used, then this training is for you.
Pick the format that work best for you:
Online user adoption training is perfect for individuals who prefer self-study and like to learn at their own pace. The training is 100% online with interactive content!
Our online program for individuals is $490 and includes 3-months access to the training. Contact us for group discounts.
Your virtual learning program blends online, self-study training with live, instructor-led sessions delivered remotely. It provides the flexibility for people to learn at their own rate, while also delivering the benefits of a group learning experience.
This program is perfect for small or geographically dispersed teams and can be combined with a variety of customization and support options.
Your in-person team training is highly interactive, providing a dynamic learning experience for your entire team. It includes access to our online content and post-training coaching calls to reinforce learning and support your team.
We also provide a variety of customization and optional services to enhance the value nd effectiveness of your team training experience.
Your workshop is a fast-paced, dynamic learning and problem-solving program. Our expert facilitators lead you through detailed scenarios, so you gain new knowledge while solving important challenges specific to your organization.
Executives, managers and supervisors play a crucial role in getting systems used in a way that generates desired results. The organization leaders need to understand their role in driving user adoption, the limitations of traditional approaches, and the actions they can take to ensure their teams adopt your software as intended.
Our training and coaching services give them the knowledge and skills they need to successfully lead their staff in getting the maximum use and benefits from your software.
Online user adoption training is perfect for individuals who prefer self-study and like to learn at their own pace. The training is 100% online with interactive content!
Our online program for individuals is $490 and includes 3-months access to the training. Contact us for group Discounts.
Your virtual learning program blends online, self-study training with live, instructor-led sessions delivered remotely.
This program is perfect for geographically dispersed teams. It can be delivered to small groups or scaled to provide training to all executives and magers in your organization.
Your in-person training for executives and managers is highly interactive, providing a dynamic learning experience for your entire team. It can be adjusted to provide in-depth training, or tightly focused to address just the needs of a leadership audience.
Your leaders have lots of questions and challenges, Yet, they rarely have someone who can provide the guidance they need.
Our coaching service gives you the unbiased guidance and recommendations you need. Coaching can be one-on-one or delivered in a group-coaching program.
Not all user adoption and change management training courses are the same, and we think you will find that we have the unique content and expertise you need. Read the course descriptions to learn more about you user adoption training.
© 2019 Tri Tuns, LLC. All Rights Reserved.
Are you ready for the best body of your life? No matter where you’re starting out today, we have the perfect class to bring you to your goal. We take a customized approach to each individual’s training to ensure you make progress quickly, safely, and powerfully.
The Tri Tuns blog provides keen insights, best practices, and bold ideas for improving user adoption and customer success. Don't forget to subscribe to our mailing list to get notified when we post new content!
Tri Tuns regularly participates in a variety of industry conferences, events, webinars and podcasts. Check the calendar to register for upcoming events.
The Jasons Take On... is an ongoing webinar and podcast series between two leading Jasons in Customer Success. Check out The Jasons Take On... website to learn more and join a future episode!
Tri Tuns regularly puts out new quick tips, best practices, webinar replays, and other insightful videos. Subscribe to us on YouTube!
Customer Success Mastermind is an exciting new subscription-based customer success training, coaching and ongoing professional development program.
Is there something we missed that you think would be a great resource? Just drop us a line and tell us how we can help.
Do you still have questions or need help finding a resource? Just contact us and we can help!
© 2019 Tri Tuns, LLC. All Rights Reserved.
We've got the experience and expertise you need. So, are you ready to take the first step and schedule a free consultation?
© 2019 Tri Tuns, LLC. All Rights Reserved.
Tri Tuns participates in a wide variety of conferences, webinars, meet-ups, podcasts and other events. Register below for any of our upcoming events of interest. Check back often to see the latest.
This is a topic that we're super passionate about and the conversation this month will talk through the pros and cons of both approaches, what our recommendations are, and the trends we're seeing in different companies now. Many CS leaders and professionals have extensive and broader experiences, across different industries and sectors, and when positioned correctly, it can have significant benefits for companies. How important is specific domain expertise in customer success? Join us to hear our insights from our own experiences on this topic.
We all know that customer success is a rapidly growing area of focus for businesses and a growing industry in its own right. Your prospects and customers are facing a wide variety of customer success services, approaches, capabilities and price-points. The customer success services and your ability to deliver customer outcomes is the new competitive battleground for renewal and growth. This poses several new challenges for you from a sales, delivery and success perspective. You need to figure out: • How do you develop and deliver fast, efficient, effective and scalable CS services that beat the competition? • How do you market, bundle and sell CS services as a competitive differentiator that accelerates sales and growth?
With the rapid growth in customer success over recent years, your customers are now working with multiple customer success managers and team and systems, with multiple vendors for different parts of their overall value chains. How do you best work with your customers to ensure they're achieving the outcomes that they need to from you that contribute to their overall success. How do you work with other vendors' CS teams to best help your customers? You need to figure out: • How can we help customers work with multiple customer success managers, and how do we get a better insights into where are services fit into the overall value chain for the customer and that we're not almost competing with each other for our customers' time. • How do you align your CS services and capabilities with integration partners to ensure an effective end-to-end experience that delivers the customer outcomes across all integrated applications and services? • How do you help partners and VARs build their own competitive CS services that support your brand reputation
CS is now ingrained in the mindsets of many founders, investors, leaders and companies, but it is still functioning as an add-on to the product and services we offer and provide. How do we make that shift to enable our product and services themselves to drive customer success growth for us. How do we build customer success into our products from day one and how do we move the shift from a people intensive customer success philosophy. You need to figure out: • What product led customer success is and why it is important • What you can do to help your own product team engage with your customers better • How product led customer success can be applied to your own company
We all know that customer success more often than not starts in the trenches fighting fires with your customers, your sales teams and your product teams and working in that mostly reactive mode and mindset. But for us to help our customers achieve the outcomes that they need to, to be successful, how do we make that shift to being proactive in how we work and then going one step further to being predictive and driving value for your customers based intuitively on where they are in their customer lifecycle and their specific level of engagement and behaviour and not having to wait until they call you or you schedule that regular call. You need to figure out: • Why we need to be reactive to start • What are the next steps for our CS teams to grow and develop
The January 2020 topic will be announced soon. Please check back.
Are you looking for a great speaker for your conference, internal meeting, or customer event? Our CEO, Jason Whitehead, is a regular speaker, facilitator and conference presenter. Jason can challenge and inspire your audience on a wide variety of topics related to technology, user adoption and customer success
Let us inform your audience with a fun, insightful and engaging presentation.
© 2019 Tri Tuns, LLC. All Rights Reserved.
Most "failed" systems meet technical requirements, but do not deliver the business outcomes needed for success. You may be great at getting a system live, but if you can't get people to use it in a way that generates clear, measurable business outcomes, you will not achieve success.
The single biggest reason that most IT projects fail is that people use the wrong approach for driving user adoption and success. Beware! Traditional organizational Change Management (OCM) approaches do no work for SaaS software!
Watch this short video to learn where most change management efforts fail and what to do instead. And Tri Tuns can help!
We know what works and what doesn't to drive adoption of technology and achieve desired business outcomes. We'll save you a lot of time, effort and money that comes with the mistakes from trying to figure it out on your own.
We have the knowledge and experience that most organizations don't have available in-house. Let us help you get the results you want faster, cheaper, and without the mistakes, headaches and stress that comes with trying to figure it on your own.
© 2019 Tri Tuns, LLC. All Rights Reserved.
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© 2019 Tri Tuns, LLC. All Rights Reserved.
Effective as of April 1, 2019. General Terms
Tri Tuns, LLC, and any contractors or consultants thereto (collectively “Tri Tuns”) is managing or operating the TriTuns.com website (the “Site”) to provide information, to communicate with the community and the market, and to explain and promote our services to current and potential customers. Our contact details are listed on the web page “Contact us.” Throughout the Terms of Use, Tri Tuns may refer to itself as “We” “Us,” or “Our” and similarly the Terms of Use may refer to the end user or Site visitor as “You” or “Your,” or equivalent.
By visiting, accessing or using this Site, You accept and agree to all of the terms and conditions set forth in this Terms of Use agreement (“Terms”) and all applicable international, national, federal, state and local laws and regulations which may apply to Your access or use of this Site. Unless otherwise expressly provided, Materials offered on this Site do not constitute an offer or solicitation to conduct business in any jurisdiction. If You visit, access or use this Site, You must satisfy Yourself that the laws of Your country allow You to do so or You must refrain from accessing, visiting and/or using the Site accordingly.
These Terms are subject to change without notice and We suggest that You check the Terms regularly for any changes. Your access and use of the Site constitutes Your Acceptance of these Terms. If You do not agree to these Terms, please do not access or use the Site or any Materials contained herein.
Certain sections or pages of the Site contain separate and/or additional terms and conditions, like our Privacy Policy. Those separate terms and conditions are applicable in addition to the this Terms of Use, which govern Your access and use of this Site, any materials or information provided by You to Tri Tuns and by Tri Tuns to You on or from this Site (“Materials”) and any e-mail correspondence between us.
You are prohibited from posting on or transmitting through the Site any unlawful, indecent, threatening, libelous, defamatory, obscene, pornographic, profane or inflammatory materials; or, in breach of an obligation of confidentiality or privacy; or, would otherwise violate any law or regulation of, or infringe the rights of any third party, under the laws of Your jurisdiction. Tri Tuns will fully cooperate with any law enforcement authorities or court order, when it is legally obliged to do so, requesting or directing Tri Tuns to disclose the identity of anyone posting or transmitting any such information or materials.
If You are of the opinion that any unlawful materials are posted or transmitted through our Site or in general available at our Site, please contact Tri Tuns at the address provided at the “Contact us” page.
Tri Tuns reserves the right to seek all remedies available at law and in equity for violations of these Terms of Use, including the right to block access from a particular Internet address or user to the Site.
No Warranties; Limitation of Liability No Warranty as to Materials While Tri Tuns makes reasonable efforts to provide accurate and timely Materials contained in this Site, Tri Tuns makes no warranties or representations as to the accuracy, adequacy, completeness, timeliness or fitness for any specific purpose of the Materials included or referred to in this Site or the reliability of its sources. If there are technical inaccuracies or typographical errors contained in this Site, and Tri Tuns will correct such items at its sole discretion as they are discovered. Tri Tuns has no liability and assumes no responsibility or liability, on whatever basis, for any errors or omissions in the content on this Site, except when the damages were caused intentionally or due to gross negligence of Tri Tuns.
No Warranty as to the Site You recognize that Your access or use of this Site is without warranty of any kind, and any Materials on this Site are provided “as is”. Your use and access of the Site is entirely at Your own risk. There is no warranty that Your access to or use of this Site will be uninterrupted or error free, or that any particular results may be obtained by use of this Site.
TO THE FULLEST EXTENT PERMISSIBLE BY APPLICABLE LAW, TRI TUNS EXPRESSLY EXCLUDES ALL REPRESENTATIONS, LIABILITIES, WARRANTIES, CONDITIONS AND OTHER TERMS, EXPRESS OR IMPLIED, OF ANY KIND (INCLUDING BUT NOT LIMITED TO ANY CONDITIONS OF SATISFACTORY QUALITY, FITNESS FOR PURPOSE AND THE USE OF REASONABLE SKILL AND CARE) WHICH MIGHT OTHERWISE BE IMPLIED INTO OR INCORPORATED IN THESE TERMS OF USE, WHETHER BY STATUTE, LAW OR OTHERWISE.
Limitation of Liability Tri Tuns and any other party, or their directors, employees or agents, involved in creating, producing, or delivering the Site will NOT be liable, on whatever basis, for any direct, indirect, incidental, consequential, punitive or special loss or damages, arising out of Your access to, visit of or use of the Site, even if Tri Tuns was advised of the possibility of such damages, and whether arising in tort (including negligence), contract or otherwise. Intellectual Property Rights The Materials contained in this Site are protected by certain Intellectual Property Rights (“IPRs”), which are claimed (or used under license) by Tri Tuns, or third parties such as Elegant Themes or WordPress. IPRs include, but are not limited to, any of Tri Tuns or third parties’ patents, trademarks, trade names, inventions, copyrights, (registered and unregistered) design rights, databases, or know how and any other intellectual property relating to the Site or the Materials. The Materials may not be used (except as provided in these Provisions or in the text on the Site) without the prior written permission of Tri Tuns, or express authorization by third party owner. Nothing contained on the Site should be construed as granting You, Your agents or employees any license or written permission to use the Materials or IPRs. You may download specified Materials for non-commercial (i.e., not for resale), personal use only, provided that You also retain and do not alter any copyright and other proprietary rights notices, such as copyright, contained on the Materials. Tri Tuns does not authorize You to distribute, modify, transmit, reuse, report, decompile, reverse engineer or use the Materials and other contents of the Web Site for public or commercial purposes, including the text, images, audio and video. Your unauthorized use of any IPRs, Materials or any other content on the Web Site is strictly prohibited. Please be aware and advised that Tri Tuns will aggressively enforce its IPRs to the fullest extent of the applicable law, including, where applicable, the seeking of criminal prosecution. Linked Web Sites This Site contains links to web sites published by third parties. Links to this Site may also be included on third party web sites. Tri Tuns has not reviewed all of the web Sites linked to or from the Web Site and is neither responsible nor liable for the contents of any off-Site pages or any other non-Tri Tuns web sites linked to or from the Site. Tri Tuns provides or allows such links as a convenience and, except as may otherwise be expressly specified, does not endorse the companies or contents of any linked Sites. By creating a link to a third party web Site or by being a target of a link from a third party Web Site, Tri Tuns does not endorse or recommend any products or services offered on that third party web Site nor does Tri Tuns identify with the content of such Web Sites. Neither does Tri Tuns express any implied or explicit appreciation as to the accuracy and / or reliability of the information to be found, directly or indirectly, on any third party web Site or as to the reliability and / or honorableness of any third party. Your linking to or from any other off-Web Site pages or other Web Sites is at Your own risk. Modification Prohibited; Linking You shall not add, alter, substitute, amend or frame in whole or in part any information displayed by Tri Tuns on the Site or any functions performed by the Site – or assist anyone else attempting to do so. You may set up links from other web sites to the home page of this Site. However, You must first obtain the prior written consent of Tri Tuns to set up links to any other pages within this Web Site, whether by hypertext linking, deep linking, framing, tagging or otherwise. Termination; Indemnification You agree that Tri Tuns may terminate or block Your access to and/or use of the Web Site at any time, without prior notice, if it considers You to have violated any of these Terms or any applicable law or regulation. You agree to indemnify, defend and hold harmless Tri Tuns, its officers, directors, employees, agents, contractors, licensors, suppliers and any third party information providers to the Web Site from and against all losses, expenses, damages and costs, including reasonable attorneys’ fees, resulting from any violation by You of these Terms or Tri Tuns’ termination of Your access to or use of this Web Site. Governing Law and Jurisdiction These Terms of Use shall be governed by and construed in accordance with the laws of the State of Maryland, United States of America. Any legal action concerning these Terms or this Web Site must be brought within one (1) year after the claim or cause of action arises and must be brought in the Federal or District of Columbia courts in Washington, D.C.
© 2019 Tri Tuns, LLC. All Rights Reserved.
Effective as of April 1, 2019
Welcome to Tri Tuns.com and TriTuns.net, (“the “Site”), which is owned and managed by Tri Tuns, LLC, a Maryland limited liability company that does business at 7625 Wisconsin Ave., Bethesda, MD 20814 (“Tri Tuns”). This Privacy Policy explains Tri Tuns’ practices regarding the collection and use of information received from You and/or Your company as a result of visiting or using this Site. Throughout this Privacy Policy, Tri Tuns may refer to itself as “We” “Us,” or “Our” and similarly the Privacy Policy may refer to the end user or site visitor as “You” or “Your,” or equivalent.
This Privacy Policy also covers the privacy practices that Tri Tuns, LLC employs in providing the Tri Tuns Service (the “Service”) to our customers, including their personnel (collectively, “Customer(s)”). It explains what data we collect, including Personally Identifiable Information (defined below), about (i) Customers; and (ii) the customers and clients of our Customers (“End Users”), and how we collect, use and retain such data.
If You have questions about this Privacy Policy, please contact via email as provided below.
Agreement to Privacy Policy; Consent and Data Transfer Your use of this Site is an expression of agreement that You have read, understood and accept the terms of this Privacy Policy, which You may at any time print or download. Tri Tuns reserves the right to change this Privacy Policy at any time by posting the revised Policy on the Site. If You do not agree to this Privacy Policy, please do not provide us with Your PII or other information.
By giving Tri Tuns personally identifying information, which may include without limitation names, organizations, business addresses, telephone, electronic mail or other forms of contact information, which may be furnished by during a request for information or otherwise by contacting Us through the Site, or data capture process, You agree that Tri Tuns may collect and use such Personally Identifying Information (“PII”), or other information, as provided in this Privacy Policy. Please refer to the discussion below for additional details about how We may collect, use, share protect such and information.
For visitors or end users of this Site from outside U.S., including without limitation the European Union, please note that Tri Tuns is a U.S. company and as a result all information, including without limitation PII, will be transferred to the U.S. and, in managing and maintaining the Site, Tri Tuns has contracted with third parties (who in turn may in certain circumstances have retained subcontractors) for site hosting, information processing and other business services. By using this Site, You Consent to the Transfer of Your PII and other information furnished by You to the United States as Well as to the Transfer of such PII and other information to third parties (and their subcontractors) under contract with Tri Tuns.
How We Collect Information; Types of Information
If You are a visitor to this Site and do not interact with the Site, We do not collect PII from You but We (or third parties under contract with Us) may gather anonymized or aggregated information.
Personally Identifying Information (“PII”) We collect PII, for example, when You request information from Us, subscribe to Our social media feeds, complete a survey that We have posted or have sent to You or if You comment on one of Our Blog posts. For example, We treat Your email address as PII. If You furnish Your email address to Us, it is utilized to respond to issues and inquiries of all types and to keep in contact with You generally. Your email address is associated with Your organization (which is treated as PII when associated with You) and is used distribute information about us, including for marketing Our services.
What Information We Collect and How We Collect It. As the provider of the Service, we receive and/or collect data, which may contain Personally Identifiable Information, in the following ways:
Customer Account Information: As part of the Service, we may collect or obtain information (including Personally Identifiable Information) that a Customer provides about itself, such as the Customer’s account name, and email address, company information and related information about its personnel (“Customer Data”).
Transactions: We may collect or obtain information, including Personally Identifiable Information, from each Customer in order to complete the Customer’s subscription to the Service. Such information could include a credit card number, related account and billing information, and other data required to process the order. We may update such data should a Customer grant us permission to bill a credit card for recurring charges, such as monthly or other types of periodic payments. We may use the tools, software or services of third party service providers to process transactions on our behalf, in which case the terms of use and/or privacy policy of said third party service provider shall also apply to the transaction. These third party service providers are authorized to use your Personally Identifiable Information only as necessary to provide these services to us.
Cookies and Other Tracking Technologies: Technologies such as: cookies, beacons, tags and scripts are used by Tri Tuns and our partners e.g. marketing partners, affiliates, or analytics or service providers e.g. online customer support provider, etc. This Site collects data from You in the course of Your navigation of the Site, such as the URL of the site You just came from, the browser version You use, Your Internet Protocol (IP) address, IP ports, date/time of access, size of data transferred, pages You visit, and other similar data. These technologies are used in analyzing trends, administering the site, tracking users’ movements around the site and to gather demographic information about our user base as a whole. We may receive reports based on the use of these technologies by these companies on an individual as well as aggregated basis.
Analytics / Log Files: We gather certain information automatically using Analytics technology and store it in log files. This information includes internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data. We use this information, which may identify individual users, to analyze trends, to administer the site, to track users’ movements around the site and to gather demographic information about our user base as a whole. We may link this automatically-collected data to personally identifiable information.
Third parties with whom we partner to provide certain features on our site or to display advertising based upon your Web browsing activity use Local Storage Objects (LSOs) such as HTML 5 to collect and store information. Various browsers may offer their own management tools for removing HTML5 LSOs.
We partner with a third party ad network to either display advertising on our Web site or to manage our advertising on other sites. Our ad network partner uses cookies and Web beacons to collect non-personally identifiable information about your activities on this and other Web sites to provide you targeted advertising based upon your interests.
How We Use Information that You Furnish to Us We may utilize anonymous Website traffic monitoring, usage or performance data collection programs and “cookies” to conduct marketing and research analysis (or such activity may be conducted by third parties providing data collection and analysis services under contract with us).
We may also use information collected by Website traffic monitoring, usage or performance data collection programs and “cookies” in order to store Your preferences, improve Web site navigation, make personalized features and other services available to You, compile and analyze aggregate statistics and trends, and otherwise help administer and improve the Site.
In addition, We may use PII or other information We collect from You and others to: respond to Your requests: maintain or protect the Site; improve the content or services that We provide; customize this Site to Your preferences, communicate information to You (where You have not expressed a preference otherwise), for Our marketing and research analysis, and for other purposes identified to You.
We will use Your PII or other information to help us make business decisions, for example in evaluating or determining types of services or new offerings that We should make available either on our own or in concert with others. We will also use PII and other information provided by You for other internal business purposes including aggregating information, data warehousing and mining, cross matching databases and pooling data in order to protect data; as well as for statistical analysis in order to develop and assess marketing campaigns and customer or market requirements and for such other reasonable business purposes that may not be directly connected to the operation of the Site. We may remove information when it becomes out of date or inaccurate or when properly requested by You, unless we are subject to a legal duty or requirement preserve such information.
We may compile PII or other information about You that obtained from third parties with Your authorization or that is publicly available without restriction, for example, in order to establish a profile for Your company or market segment. Such PII or other information may be compiled with other information about You in Our possession. The terms of this Privacy Policy shall govern such aggregated or compiled information about You. Such aggregated or compiled PII or other information may be stored or processed on data storage and retrieval systems (and backup systems if applicable) that are part of the hosted Site (within the U.S. or outside of the U.S.) or offline (within the U.S. or outside of the U.S.) under the control of Tri Tuns or third parties under contract with Tri Tuns.
Email Opt-Out: If you wish to subscribe to our newsletter(s), (accessible from our website) we will use your name and email address to send the newsletter to you. Out of respect for your privacy, you may choose to stop receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails, accessing the email preferences in your account settings page or you can contact us at info@trituns.com
How We Share Your information Tri Tuns does not sell, rent or loan Your PII or other information furnished to Us. We do not trade or transfer Your information to unaffiliated third parties other than authorized third parties (such as, for example, contractors and their subcontractors supporting operation of this Site), or other third parties involved in marketing or related activities (e.g., vendors, service providers, partners, licensees, affiliates, etc.) that may need access to Your PII in order to directly or indirectly fulfill a contractual obligation with Us.
We may engage third party hosting providers to store information, including Personally Identifiable Information, on our behalf. Such information may be stored on servers located in different countries around the world.
Disclosures required by law Occasionally, We may be required by law enforcement, government contract officials, and/or judicial authorities to disclose or otherwise provide access to PII or other information furnished by You to certain judicial, governmental or regulatory authorities under applicable law, regulation or the terms of government contracts. We will disclose PII upon receipt of a court order, subpoena, or, if We are otherwise required to co-operate with law enforcement investigations or governmental or regulatory compliance reviews. We reserve the right to report to law enforcement agencies, to the extent permitted by law or regulation, any activities that We in good faith believe to be unlawful.
How We Protect Your Information Tri Tuns contracts with, and relies upon, third parties (and their subcontractors) for Site hosting, development, maintenance and other applications for the processing and/or storage of information, including PII, on this Site. We (or Our third party contractors and their subcontractors) use commercially reasonable safeguards to help protect and secure Your PII and other information submitted to Us. However, no data transmission over the Internet, wireless transmission or electronic storage of information can be guaranteed to be 100% secure. As a result, the security of any information You furnish to us, including PII, is at Your own risk.
Children The Site is a general audience Website and We do not knowingly collect any PII from children Younger than the age of thirteen (13). We will delete any PII collected that We later determine to be from a user Younger than the age of thirteen (13). If You are a parent or guardian of a child under the age of thirteen (13) and believe he or she has disclosed Personal Information to us, please contact us at info@TriTuns.com
Correction, Update, Deletion and Retention of Information You Provide You may at any time request corrections or updates to that information. We will make reasonable efforts to respond promptly to such requests for information. Our response to such requests may be limited to information under Our direct control.
Please notify us of any changes in Your name, address, title, telephone number or e-mail address. You can correct Your PII by contacting us to request changes.
We retain PII and other information You provide to Us only for long as there is a business or legal need to do so. We will honor all requests to delete your PII. To request deletion, please email info@trituns.com.
Other Web sites This Site contains links to the Web sites of other organizations. Tri Tuns is not responsible for the privacy practices or the content of other Web sites, and unless otherwise specified, does not imply any relationship, sponsorship, or affiliation between Tri Tuns and these linked sites, or adoption or approval of the content of such sites.
In the Event of Merger, Sale, or Change of Control We may transfer or assign this Privacy Policy and any Personally Identifiable Information to a third party entity that acquires or is merged with Tri Tuns as part of a merger, acquisition, sale, or other change of control (“Change of Control”). Should such a Change of Control occur, Tri Tuns will use reasonable efforts to direct the transferee to use the Personally Identifiable Information in a manner that is consistent with Tri Tuns’ privacy policies. You will be notified via email and/or a prominent notice on our Web site of any change in ownership or uses of your Personally Identifiable Information, as well as any choices you may have regarding your Personally Identifiable Information.
Security The security of Personally Identifiable Information is important to us. We follow generally accepted industry standards to protect the Personally Identifiable Information submitted to us, both during transmission and once we receive it.
Blog/Forum Our Website offers a publicly accessible blog and a community support forum which allow user generated comments. You should be aware that any information you provide in these areas may be read, collected, and used by others who access them. Our blog is also managed by a third party application that may require you to register to post a comment. We do not have access or control of the information posted to the blog that is managed by a third party application. You will need to contact or login into the third party application if you want the personal information that was posted to the comments section removed. To learn how the third party application uses your information, please review their privacy policy.
Single Sign On On certain pages of our site, such as our online learning portanl, Adopttec (www.adopttec.com), or the careers page, you can access their functionality by using an authentication service such as Twitter, Google or “Apply with Linkedin”. These services will authenticate your identity and provide you the option to share certain Personally Identifiable Information with us such as your name and email address. Services like these may give you the option to post information about your activities on this Web site to your profile page to share with others within your network.
Social Media Widgets Our Web site includes Social Media Features, such as the Facebook Like button, the Share this button and other interactive mini- programs that run on our site. These Features may collect your IP address, which page you are visiting on our site, and may set a cookie to enable the Feature to function properly. Social Media Features and Widgets are either hosted by a third party or hosted directly on our Site. Your interactions with these Features are governed by the privacy policy of the company providing it. Testimonials We may display personal testimonials of satisfied customers on our site in addition to other endorsements. With your consent we may post your testimonial along with your name. If you wish to update or delete your testimonial, you can contact us at info@trituns.com. Revisions to Privacy Policy This Privacy Policy may be revised at any time, please review this page from time to time for updates. Contacting Us Any comments, concerns, complaints, or questions regarding our Privacy Policy may be addressed to: info@trituns.com or Tri Tuns, LLC 7625 Wisconsin Ave. Bethesda, MD 20814 United States 301-841-7438
© 2019 Tri Tuns, LLC. All Rights Reserved.
Your customer success training covers the operational and tactical practices and skills required to be effective in multiple customer success roles. It includes often overlooked, but critically needed software skills, change management and user adoption methodologs. By including these in your program, you increase your expertise, confidence and ability to lead clients in addressing these issues in an effective manner.
Our training is available in a variety of formats (online, virtual delivery, in-person and subscription) so you get the format and program that works best for you. Regardless of which format you select, our customer success training programs typical include the follow 11 core courses.
Course Description: This course examines the role and expectations for CSMs in enabling and driving your customers' success.
Learning Objectives: Set expectations for CSMs to act in a consultative role and understand client expectations for the CSM role.
Course Description: This course examines how to initiate and keep your customers strategically focused on business outcomes and success with your solutions. Learning Objectives: Shift thinking and focus from features / benefits to solving business problems and creating business value.
Course Description: This course examines the key concepts and focus areas for accelerating adoption of your solutions in your' environment so that they increase measurable business outcomes. Learning Objectives: Provide understanding of what drives and prevents customers from generating business value through effective use of your product.
Course Description: This course examines why your customers are not achieving success from the traditional approaches customers take when introducing new systems. Learning Objectives: Increase CSMs subject matter expertise regarding typical approaches and techniques clients take to drive change and adoption and why they often fail to deliver expected business outcomes.
Course Description: This course examines how to establish yourself as a strategic partner and trusted adviser for your customers right from the start. Learning Objectives: Enable CSMs to work effectively with client executives and help CSMs be viewed as an expert who can solve business problems.
Course Description: This course examines a 5-step process you should use to drive your customers' commitment to their success with your solutions as part of your onboarding playbook. Learning Objectives: Provide a clear, repeatable process that can be used with all customers and a starting point / structure you can use to develop playbooks.
Course Description: This course examines specific before Go Live actions you should include in your playbook to prepare your customers to quickly adopt your solutions at Go Live. Learning Objectives: Define specific steps you can take to drive success from the moment a client signs until launch.
Course Description: This course examines specific actions to include in your playbook that you should take at Go Live through the critical first 12 months to accelerate your customers' adoption of your solutions. Learning Objectives: Define unique client needs and opportunities to drive success during the critical initial Go Live period and identify specific actions to accelerate time to first value.
Course Description: This course examines specific actions you should take post Go Live as part of your long-term adoption and account expansions playbook with your customers. Learning Objectives: Prepare CSMs to evolve how they work with clients over the long-term and enable CSMs to keep clients focused on value recognition from your software to expand accounts and increase renewals.
Course Description: This course examines what is needed to achieve a customer-centric focus and cross-functional processes within your organization and the impact that tight internal alignment has on client experiences and outcomes. Learning Objectives: Identify actions CSMs can take internally to help all departments in your organization amplify the CS role and client success and identify tactics to address common challenges you may face internally when evolving your CS function.
Course Description: This course Help CSMs move beyond phone calls and emails to better engage with clients by developing extremely effective tools, processes, collateral and playbooks for maximizing the effectiveness of their customer success efforts. Learning Objectives: You will examine how CS teams can jointly develop and share materials and processes that prove effective, identify how to develop new ways of engaging with hard to reach clients, and learn to develop developing toolkits and materials that can be reused across clients to scale your reach
Ready to get started? Don't wait. Learn more about your training options, then signup online or contact us to arrange a customer program.
© 2019 Tri Tuns, LLC. All Rights Reserved.
Your user adoption training covers the strategies, tactics, approaches and methodologies you need to know in order to drive and sustain effective use of software. It gives you the knowledge and skills you need to move beyond ineffective change management efforts to instead deliver an effective user adopton program that gets results.
The user adoption training is available in several format (online, virtual delivery and in-person). All of the training programs contain access to these core training courses.
Course Description: This module provides participants an understanding for how IT project success is shifting from a cost focus (on-time, on-budget delivery) to value creation (ROI) focus.It will provide a context for understanding the organizational elements that affect user adoption (UA) and the implications for how to drive and sustain adoption of IT systems..
Course Description: This module examines traditional approaches to change management and identifies the strengths and limitations of these approaches for driving and sustaining user adoption.
Course Description: This module introduces new concepts for driving, accelerating and sustaining user adoption to serve as the basis for identifying and structuring activities required for effective user adoption projects.
Course Description: This module introduces new concepts for driving, accelerating and sustaining user adoption to serve as the basis for identifying and structuring activities required for effective user adoption projects.
Course Description: This module identifies the different roles, goals, rewards, and performance expectations and team dynamics of various stakeholder groups on IT projects (vendors, IT department, users, etc.) that affect IT project implementations and user adoption.
Course Description: This module examines how user adoption efforts can be conducted before the technology goes live. Participants learn strategies to change user behaviors early in projects, which better prepares end users to adopt the technology once it goes live.
Course Description: This module examines specific actions to accelerate user adoption during the critical first 6 – 12 months after the initial go-live.
Course Description: This module examines how long-term adoption activities are different than those conducted during the period immediately following the initial system deployment (go-live).
Course Description: This module examines where and when your stakeholders get value from software. It identifies how to align the sources of value and reviews the impact that different levels of usage and diffusion have on the amount of value that is created.
Course Description: This module identifies the goal for stakeholder interactions and how to structure and engage your stakeholders to achieve the outcome you want. Effective engagement techniques are presented.
Course Description: This course Help CSMs move beyond 1-way communication, phone calls and emails to better engage with stakeholders by developing extremely effective tools, processes, collateral and playbooks for better engaging with hard to reach stakeholders.
Are you ready to learn how to improve user adotion? Learn morea about our training programs and then signup online or contact us get more information.
© 2019 Tri Tuns, LLC. All Rights Reserved.
Take our free eCourse:
"Why Software Projects Fail... And How To Ensure Success!"
Learn new ways to improve user adoption & customer success
Join "The Jasons Take On..." for bold thinking on customer success
Register for one of our free upcoming webinars
"10 SImple Steps to Accelerate User Adoption"
© 2019 Tri Tuns, LLC. All Rights Reserved.