ADOPT Phase

Help customers fully embrace and integrate the services or solutions provided. Offer training, resources, and support to ensure long-term value and smooth adoption of the new processes or tools within their organization.

4. ADOPT Phase: Enabling Customer Success

  • Ensure change management activities have occurred
    Ensure that the activities defined in the Implement Phase have occurred. If they have not occurred a risk should be raised and a mitigation plan put in place.

  • Support go-live activities
    The system is launched into production, with the team providing hands-on support to ensure a smooth transition.

  • Monitor initial usage
    Usage patterns and system performance are monitored to quickly identify and resolve any early issues.

  • Track and resolve post-go-live issues
    A dedicated team addresses any issues or incidents reported during the hypercare period.

  • Ensure all users have access and are proficient
    The team confirms that all users can access the system and have the necessary skills to perform their tasks effectively.

  • Facilitate adoption
    Resistance to change is addressed through ongoing communication, training, and troubleshooting.

  • Measure adoption metrics
    Metrics such as feature usage, login activity, and user satisfaction are tracked to gauge the success of the rollout.

  • Validate that success criteria are met
    Customer goals defined during the SELL phase are reviewed to confirm that the solution delivers the expected value.

Managing Budget & Customer  and Internal Project Team Feedback  in the ADOPT Phase: Enabling Customer Success

Budget Management:

  • Allocate budget for hypercare activities (e.g., go-live support and issue resolution).

  • Track costs for post-go-live issues to evaluate against remaining project budget.

  • Ensure all final deliverables are completed within the agreed budget and highlight any budget deviations.

Customer Feedback:

  • During go-live, capture customer sentiment on the system’s usability and effectiveness.

  • Use structured feedback methods (e.g., surveys or direct interviews) to assess satisfaction.

  • Resolve any concerns raised during adoption promptly to maintain a positive customer experience.

Internal Project Team Feedback:

  • Gather feedback on system performance, customer administrator performance, change management and adoption as well as any issues prior to transitioning to Customer Success and Customer Support.