Revisiting the past

Old blog posts about past engagements can be useful. It’s another reason why I began blogging. 😁

The ability to onboard customers is the greatest software challenge after making a product. This separates the winners from the losers. Automation doesn’t replace the need for handholding, especially when customers are not technical.

*Low code is not no code. Every implementation must establish at least one customer-user as an administrator/superuser. Ideally, the superuser has been part of the journey from the beginning of the project and should evolve into the 1st level of support for a customer after go-live. This superuser will help manage end users. Without a hands-on superuser, adoption will take a long time. If the customer doesn’t have technical resources, then they should involve their IT department. This article spells out the Salesforce hierarchy of users: Link

*An engagement playbook is important to ensure roles and phases are clearly defined. This is critical, otherwise the product developer ends up as a consultant for the customer and accepts all requirements with no end in sight—overriding project management. Onboarding programs should be structured so that a cloud software company limits customization requests. The playbook should be documented to ensure standardization of processes: Link

*The ultimate goal is product adoption, otherwise much time is being wasted: Link

*The size of the customer should drive more handholding. This will help increase adoption: Link

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