The Customer Success Pro Podcast How to Drive Customer Adoption in the First 90 Days
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Sep 10, 2025 The first 90 days of a customer's journey are crucial for ensuring long-term success and adoption. Common pitfalls include an overemphasis on features rather than focusing on positive outcomes. A personalized approach to onboarding can greatly enhance customer satisfaction and retention. The podcast outlines a playbook for driving adoption while encouraging customer success managers to understand specific customer needs. Anika also shares personal insights and finishes with a practical challenge for listeners to implement these strategies effectively.
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First 90 Days Determines Long-Term Fate
- The first 90 days determine whether a product becomes part of a customer's ongoing tech stack.
- Adoption failures in this window usually cause churn six to twelve months later.
Start With Outcomes, Not Features
- Avoid focusing onboarding on every feature; center conversations on outcomes customers care about.
- Ask what will make this investment a success in the next three months and build the plan around that.
Build A 30/60/90 Roadmap With ROI
- Create a clear 30/60/90 day roadmap tied to the customer's stated outcome and measurable quick wins.
- Ensure proof of ROI and executive alignment by day 90 to secure renewal momentum.