This term was coined (or at least popularized) by Gartner.
According to @Gartner_inc, “Market Penetration is 1% to 5% of audience”. We believe that means major success for early adopters and unlimited potential for the remaining 95%.
Employee training and productivity.Automated employee training that occurs inside software, helping to simplify workflows and technology stacks.
Customer care. Online self-service that reduces the need for technical support calls, cutting support costs and improving the customer experience.
Software implementation. Rolling out new software within a business, helping to ease the transition and improve time-to-competency for employees.
Customer or employee onboarding. Automate and speed up onboarding communications and initial training.
To name just a few.
Who should use them?
Any business that can find value in the solutions mentioned above can generate ROI from a digital adoption platform.
Here are some examples of companies that could consider using these solutions:
Businesses undergoing digital transformation
Companies that need to improve their digital skills training
Those who want to improve customer onboarding ROI, through decreased costs and improved user experiences
Organizations that want to improve customer growth rates across the entire customer life cycle, from conversion to retention to expansion
To name just a few.
When should organizations use digital adoption solutions?
A digital adoption solution can be used at any stage of an organization’s growth.
As mentioned, their training and automation features assist with the entire user life cycle:
Onboarding
Training
Feature adoption
Retention
Expansion
And, because these solutions can automate tasks, they also benefit organizations look for process automation.
What are the drawbacks?
As with any business investment, there is a risk-reward balance.
Potential concerns include:
Not fully utilizing the solution – in other words, not maximizing potential returns from the investment
Investing in the solution when it’s not really needed
Failing to manage the platform once it’s installed – they can provide massive returns, but they are not “set-and-forget” solutions – they must be actively utilized to gain benefits
If an organization has a real problem that these platforms can solve, then there is no reason why the ROI would be excellent.
What are some best practices?
As mentioned, digital adoption solutions must actually be used in order to benefit from them.
Here are some top techniques and best practices:
Develop a dedicated digital adoption function – dedicate time and resources to digital adoption efforts, technology adoption, and software implementation
Assign a digital adoption manager – this person is responsible for working with digital adoption solutions, overseeing new software implementations, and managing digital adoption projects
Treat digital adoption like any other project – assign goals, set objectives, use metrics, and perform regular evaluations of your progress
Be proactive – a passive stance towards digital adoption will, as mentioned, produce lackluster results, so it pays to be aggressive
Correct usage of a digital adoption platform is essential to maximizing results.
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