June 12, 2024

5 min


How to reach 100% software adoption ?

Software adoption is key to boost efficiency, innovation, and competitiveness. Mostly in crop science departments where researchers spend much time in the field and deserve efficient tools to centralize and analyze their huge amounts of data. Beyond technical implementation, successful software adoption hinges on user satisfaction: Are they fully equipped and confident with the new tools? That’s where Customer Success comes in.

Customer Success management connects technology with its users. It offers personalized support, ongoing education, and quick problem resolution, which are crucial for overcoming learning curves and technical challenges. By proactively addressing user concerns, ensuring smooth transitions, and fostering a positive user experience, Customer Success not only speeds up adoption but also maximizes the return on investment in new software solutions.

In this article, you’ll learn how to empower your users, streamline transitions, and get the most from your tech investments—key strategies to excel in your role and drive your organization forward.

“A customer is not an interruption in our work. He is the purpose of it.” Mahatma Gandhi

What is Customer Success management?

Before diving into the details, it's essential to define Customer Success. Customer Success is a proactive approach designed to help clients achieve their goals using a product or service. Unlike traditional customer support that reacts to issues as they arise, Customer Success anticipates clients' needs and actively works towards their satisfaction and success. At Doriane, this means a series of initiatives and services dedicated to ensuring our clients fully benefit from our software solutions.

Our Customer Success department operates under a simple yet powerful formula to translate customer satisfaction: a positive experience with our solutions combined with achieving defined goals through their implementation.

software user service product development variety
Figure 1: Client’s satisfaction  = User Experience + Desired Outcomes
“ Building a good customer experience does not happen by accident. It happens by design” Clare Muscett, CEO Women in CX.

4 steps leading customers to success

1. Guided Onboarding

The goal with guided onboarding is to arm customers with the information they need to feel confident in two ways: “how to get started” and “which value I get from this solution”.

The first interaction clients have with Customer Success department is during the onboarding process. This critical phase lays the foundation for successful software use and includes four steps where the provider will guide and advise the customer:

  1. Consultation and analysis for conception
  2. Configuration
  3. Data integration
  4. Training

During these steps, the Customer Success team collaborates closely with the project experts (consulting team) to understand customer’s specific needs and configure the software accordingly.

These interactions allow the customer success manager to list the customer’s objectives and help them to achieve right from the project's production phase. The last step are the training sessions ensuring all users master the software's basic and advanced features, preventing frustrations and ensuring quick, effective adoption.

Since the first phases of the consultation, the customer success manager agree with the project team on Business KPI that will be tracked along the project to measure the level of adoption and alignment with the business objectives. These KPIs can be in terms of saving time, data entered, valorization etc.

2. Regular Check-Ins with your provider

“Scheduled meetings to review progress, address any concerns, and adjust strategies as needed.”

Once the software is in place, our Customer Success team continuously exchange with the customer’s team to ensure both parties are aligned and the project goes in the right direction.

Using advanced analytical tools, the provider observes how customers use the product and identify usage patterns or potential issues. This proactive intervention is crucial and are mentioned in these check ins meetings. The Customer Success Manager (CSM) track key performance indicators (KPIs) like feature adoption rates, problem resolution times, and customer satisfaction. These metrics help him/her refine strategies and continually improve the services. For instance, if a key feature isn't being used, the software editor can organize additional training sessions or provide specific resources to encourage its adoption.

Figure 2: Example of usage metric followed by Customer Success.

3. Proactive and Reactive Support

“Open lines of communication for continuous feedback to help us serve you better and enhance our product”

While the software editor aim to prevent issues before they arise, he also offer reactive support. The project team is available through a hypercare service to answer questions and resolve technical problems clients may encounter. However, their support goes beyond mere problem-solving.

The CSM strives to understand the underlying challenges their clients face with and propose tailored solutions, which may include custom software adjustments or strategic advice.

4. Continuous Optimization

The R&D sector is constantly evolving, and the Doriane software solutions must adapt accordingly. Our Customer Success department plays a crucial role in this ongoing adaptation. By working closely with our customers, we gather valuable feedback that informs our product development process. This feedback loop ensures our software remains relevant and effective in meeting our clients' changing challenges.

“Unless you have 100% customer satisfaction, you must improve” Horst Schulze, Ritz Carlton

Tangible Benefits of Customer Success for the Clients

1. Maximizing Return on Investment

One of the main advantages of the Customer Success department is maximizing the clients' return on investment (ROI). By ensuring the software is used optimally, we help clients achieve efficiency gains and make more informed decisions. This optimal use leads to tangible results, such as shorter development cycles, better resource management, and reduced operational costs.

Figure 3: Customer Success aims to reduce the Consumption gap of our clients

2. Enhanced Customer Satisfaction

By providing proactive and personalized support, the Customer Success department ensures clients feel valued and understood. Regular interactions build trust and promptly address needs, enhancing overall satisfaction. This approach helps clients achieve their goals more efficiently, overcome challenges quickly, and stay focused on their core activities, ultimately driving their success and innovation.

3. Adaptability and Scalability

Doriane's software solutions are designed to be flexible and scalable. In that case the Customer Success department is crucial in adapting the scope of use to each client's specific needs. By understanding each client's unique objectives and challenges, the Customer success department customizes its approach and offer solutions that evolve with them. This adaptability is essential in an R&D environment where requirements can change rapidly in response to new discoveries or market conditions.

4. Fostering Innovation

By working closely with their clients, the Customer Success department helps identify opportunities for innovation. Client feedback allows the software editor to spot gaps and desired features that may not be immediately apparent. This continuous interaction drives innovation, pushing the software editor to constantly improve their products to better meet clients' needs and stay ahead of the competition.

Particularly Doriane, benefitting from a strong capacity of development of new features, can rely on customer success department to quickly validate ideas or MVP (Minimum viable products) on new features. The CSM is at starting of building pre-adopter relationship with specific customers that will boost innovation in the software.

“Get closer than ever to your customers. So close that you can tell them what they need before they realize it themselves” Steve Jobs

Elevate your experience with Doriane's service

At Doriane, our Customer Success department is all about making sure you’re happy and successful with our software. By offering proactive, personalized, and ongoing support, we help you get the most out of our solutions, boost your ROI, and drive innovation in your field. This customer-first approach is what sets us apart and keeps us at the forefront of R&D data management.

We stay close to you, listening to your needs, keeping in touch, and constantly evaluating how we can do better. This means we’re always ready to anticipate what you need next, prepare the next generation of software for you, and adapt our services to fit your unique requirements.

Our Customer Success Managers are your main point of contact, bridging all departments within our company. They have a deep understanding of your business and challenges, ensuring you get the best experience possible. At Doriane, we’re dedicated to exceeding your goals, maximizing your ROI, and fostering innovation every step of the way.

Gautier semences : “We appreciate the good listening, comprehending and problem-solving skills of Doriane support team. Every time we request an optimization of the configuration, they provide quality assistance, including guidance, testing and feedback exchanges.” Charles-Antoine, Data informatics Manager

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Mercier : "Customer service  responds quickly and efficiently to my every requests: Adding a new trait to score, learning how to plan a specific trial... they regularly give a ring to know if everything is fine and it's awesome to feel supported." Camille MIETTON, project coordinator

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Rudy M.

Customer Success Manager

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