Most companies focus on delivering value. But the real question is: Are your customers actually realizing value with what you deliver? Over 60% of digital transformations fail. In the U.S. alone, that’s a $50 to $150 billion problem, and growing fast as AI implementations surge without proper adoption strategies. Here’s the truth: Value isn’t realized at the point of sale. It’s realized when your customer uses your solution to drive real business outcomes. That’s why value creation must be a shared commitment. 🔁 It’s a value exchange: You provide tools, services, and support. Your customer must adopt, integrate, and act on them to achieve outcomes. Dive Deeper: Let's talk about my Value Gap Analysis to help you increase the value you deliver and the value your customers realize. #customersuccess #saas #technology

Too many teams treat the go live as the finish line. Customers can log in, but have they actually started their journey toward renewal? What if onboarding wasn’t just about implementation, but about preparing for renewal from day one? 🥇 Here’s how the best teams approach onboarding: - Identify your top renewal predictors: executive engagement, ROI, active usage - Map each one back to onboarding: what needs to happen in the first 30, 60, 90 days? - Replace vague milestones with clear metrics: active users, feature adoption, early wins - Align your teams: sales, onboarding, and success should define success together - Build shared dashboards that track progress to renewal, not just activation - Renewal isn’t a moment. It’s the result of aligned goals, early outcomes, and continued value. Dive Deeper: Audit your onboarding program to determine which steps drive renewal, and which don’t. Let’s chat if you want a structured onboarding assessment to guide your next steps. #customersuccess #saas #businessgrowth #customerexperience #leadership #retention #onboarding #productmanagement #b2bmarketing #growthstrategy #CX

Are your customers renewing and expanding; or quietly slipping away? You might be facing a value gap: the disconnect between the value you promise during the sales cycle and the value your customers actually experience post-sale. Here are 5 signs your organization has a value gap: 📉 Delayed Initial Value 📉 Early Churn 📉 Siloed Teams 📉 Renewal-Time Heroics Watch my new video to learn how to start closing your value gap. Dive Deeper: Want to know where your gaps are? I’ve created a Value Gap Analysis to help you identify blockers and build a roadmap to sustainable growth. Let’s connect. #CustomerSuccess #Onboarding #CustomerExperience #ValueRealization #Retention #SaaS

Customers don’t remember your features. They remember outcomes. Your product may have a long list of capabilities, but if users don’t feel like it’s helping them win, they’ll forget it fast. 🧠 Here’s what neuroscience teaches us: - The brain encodes value based on expected outcomes, not individual features - Emotion drives decisions first; logic comes second, even in B2B - Confusion, complexity, and long onboarding trigger threat responses ⭐️ To create sticky, meaningful value: - Onboard with outcomes: Help users get quick, rewarding wins that feel valuable right away - Avoid feature overload: Too many bells and whistles lead to cognitive fatigue and reduced perceived value - Reinforce emotional benefits: Share stories and use cases that highlight how your product helps people succeed - If your success strategy isn’t aligned with how people perceive value, you're leaving loyalty and growth on the table. What value memories are you building today? Dive Deeper: Check out my article Delivering Outcomes that Matter. And ask me about my Value Gap Analysis. #customersuccess #productadoption #emotionalmarketing

"If you don't prioritize your life, someone else will." That line from Greg McKeown’s Essentialism stuck with me. The book explores the disciplined pursuit of less. I used to think that was just how high-growth teams worked. However, competing priorities and constant context-switching lead to mounting stress, burnout, and shallow work that never moves the needle. ✅ Focus beats multi-tasking ✅ Disciplined choice beats reactive urgency ✅ Concentration increases job satisfaction When everything is a priority, nothing is. If you’re planning for 2026, ask yourself: What’s your one priority? And if you're not sure, let’s talk. I am happy to help you. Dive Deeper: Read Essentialism by Greg McKeown 🎯 The Priorities Fallacy: Why Having Many Priorities Leads to None #productivity #mindset #timemanagement #personaldevelopment #leadership

⏳ Why do projects always take longer and cost more than expected? We fall into the planning fallacy: a common bias where we underestimate the time, costs, and effort required, while leaning on best-case scenarios. You’ve probably seen it in action: - You say you’ll be ready in 10 minutes, knowing it’ll take 15 - Your team promises a 4-week onboarding, but it actually takes 10 In customer onboarding, this creates serious problems: - Frustrated customers and missed expectations - Delayed revenue recognition - Eroded internal trust Here’s how to avoid it: - Use real data, not your gut - Add a 50 percent buffer to timelines and resources - Set honest expectations from day one - Break onboarding into clear, measurable milestones Dive Deeper: Ready to see the difference between what’s supposed to happen and what actually does? Leverage my Onboarding Assessment. 🧠 The Planning Fallacy: Why Every Onboarding Takes Longer Than You Expect #CustomerSuccess #Onboarding #BehavioralScience #PlanningFallacy #SaaS #CX

Do you wonder why customers cling to legacy tools, even when your solution is obviously better? You're likely up against the Endowment Effect a behavioral bias where people overvalue what they already own, simply because they own it. The Endowment Effect can quietly sabotage onboarding and stall value realization, when: A saboteur resists switching tools, not because yours isn’t better, but because they helped select or build the current one A system or process feels more valuable than it really is, simply because it’s familiar and tested How to use the Endowment Effect in your favor: ✅ Give customers early ownership of your solution ✅ Celebrate quick wins ✅ Create emotional attachment as soon as possible It’s not just about proving functional superiority. It’s about helping users feel like your product is theirs. Because once they do, adoption accelerates, and perceived value rises. Dive Deeper: Read my article on helping customers fire their legacy tools. And let’s chat if you’re navigating this challenge. How The Endowment Effect Kills Adoption — And How to Fix It 🚀 #customersuccess #onboarding #behavioraleconomics

Customers won’t fully adopt your product until they fire their legacy system. Spreadsheets, outdated tools, even pen and paper—they stick around because they’re familiar. But keeping them creates confusion, double work, and erodes trust in your solution. Retention depends on deliberate offboarding of your customers legacy systems. 💡 Bake this into your customer onboarding program: - Set a clear sunset date for the legacy tool - Communicate the shift before the deal closed - Reinforce the “why” throughout the journey - Don’t leave it to chance. Build the transition into onboarding. Make the switch clear, supported, and inevitable. Dive Deeper: Read my article, Onboarding Starts with Why, and let me know how I can help you fire your customers’ legacy tools 🔥 Why Customers Must Fire Existing Tool to Boost Retention & Adoption #customeronboarding #customersuccess #ProductAdoption

Why do customers resist using your product? It’s not always logic that drives decisions. Two powerful cognitive biases often get in the way: 🔹 Loss aversion: Customers fear losing the comfort and control of their legacy systems. 🔹 Sunk cost fallacy: They've already invested so much time, money, and training on legacy approaches and they can’t walk away now. The result? Teams prop up outdated tools, resist onboarding, and stay locked in the past. You’ve likely seen the signs: Organizations clinging to old systems because they’ve “customized them for years” Users reluctant to switch because they’ve mastered what they know Low engagement, accountability, or urgency during onboarding 🛠️ The fix? Shift the focus to future outcomes: Define success milestones clearly Celebrate early wins Tie product adoption to real business impact Help leaders and users reframe the conversation, from what’s being lost to what’s being gained This mindset shift is essential for driving adoption and long-term success. Dive Deeper: Read my article: Onboarding Doesn’t Matter. And if you’re navigating sunk cost fallacy with your customers, let’s connect. #sunkcostfallacy #customersuccess #customeronboarding