It's not easy changing user behavior, especially for users who are very senior in a company, or very set in their ways that "work just fine for them as is". They aren't that worried about productivity gains or being able to "do more with less" (I shudder at that statement btw), they just want to do their job as they always have, I totally get it. However, the beauty of technology is that it DOES allow us to do more with less, and more importantly it allows us to free our mind of the one million pieces of information that we need to access on a day to day basis. This is particularly important when they are managing a large number of Clients who expect us to know everything about them and our relationship with them at all times (hello CRM).
3 Keys To Winning At Enterprise Product Adoption:
1. It's a Team Game, Build Relationships First: The success of your platform depends 80% on the relationships that you build with your trusted user base. If you do not have the trust of your users you will not get valuable and honest feedback. If you do not get and record this feedback, you will most likely fail. Additionally, users are more likely to root for you and your product if they like you and see that you are working hard for them. People like to support those who try to help them, don't you?
2. Quick Wins Matter: We are all constrained by development / time / life resources and can only build certain enhancement requests so quickly. It's essential that you try to pound out as many quick wins as possible in the early days that you can (and going forward). A quick example is if you have any type of quick reporting generation that you can provide to them, or ways to cut down clicks for a user (workflow changes requiring no development), do it and spread the word! Users will be glad that they can come to you with issues and you can respond to them quickly with SOMETHING and not just say "sorry, no can do", then you disappear for weeks or months. Development cycles can go for weeks or months and you can't be disconnected from your user base for that long. Engagement is important, the more frequent the better (where appropriate).
3. Celebrate The Power Users!: I always try to lift up those who help lift up my product and give useful feedback whether it's on bugs or enhancements, especially during demos / requirements sessions with their management. Some of the biggest enhancement wins I've had have come in casual conversation with users just dropping by their desk while visiting their locations. Without your users you have nothing, so if you have helpful ones you should celebrate them with sincerity!
How do you handle Enterprise Product Adoption? Tell me in the comments!