I’d love to hear what challenges you’ve faced when trying to effect change in a customer’s organization!
What tips and tricks do you have to help customers change?
Drop your challenges, tips, tricks and questions below so we can address them in this week’s livestream!
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Best answer by JakeMesser
Thanks Elan! Appreciate your callout!
Before any organizational change: Always start with the why. No one likes change for the sake of change.
The project lead should have an understanding from Day 1 of:
These things should be known by the kick-off call with a client in onboarding!
But it’s not just about understanding the why. It’s also about the client communicating their why effectively within the company.
Sometimes, a project champion has the end vision in their head, and they act in ways consistent with the vision. However, they are shocked that no one else is following their lead!
Why? Because the vision, the roadmap, the intended benefits, were never communicated to the teams to get company buy-in!
When dealing with a downtrodden customer who’s trying to make a difference, make sure that they are communicating the why effectively to their people! Change requires extra effort and learning, so why should people even do it if there isn’t anything in it for them?
There probably is, but they haven’t been told in order to believe it. It could be things like:
Have leadership and managers spread the word. Make it infectious. Make it exciting. They should share the ideal, new state as if it was imperative to the success of the company. As an onboarder, you can join in on the good words by sharing your own intense passion with them about the change!
Some things I’ve tried to help customers change are:
Thanks Elan! Appreciate your callout!
Before any organizational change: Always start with the why. No one likes change for the sake of change.
The project lead should have an understanding from Day 1 of:
These things should be known by the kick-off call with a client in onboarding!
But it’s not just about understanding the why. It’s also about the client communicating their why effectively within the company.
Sometimes, a project champion has the end vision in their head, and they act in ways consistent with the vision. However, they are shocked that no one else is following their lead!
Why? Because the vision, the roadmap, the intended benefits, were never communicated to the teams to get company buy-in!
When dealing with a downtrodden customer who’s trying to make a difference, make sure that they are communicating the why effectively to their people! Change requires extra effort and learning, so why should people even do it if there isn’t anything in it for them?
There probably is, but they haven’t been told in order to believe it. It could be things like:
Have leadership and managers spread the word. Make it infectious. Make it exciting. They should share the ideal, new state as if it was imperative to the success of the company. As an onboarder, you can join in on the good words by sharing your own intense passion with them about the change!
Awesome learnings! Tune in now if you haven’t already!
In this episode we cover different Change Management Strategies in onboarding:
Here are a few key takeaways:
- (13:29) Engage end users early and often
- (19:00) Create a community to help users socialize and support each other
- (24:18) Offer regularly scheduled drop-in classes aka office hours where there is a designated topic for end users to go and learn.
- (38:56) Gamification can be used to track user behavior within an application and encourage desired actions.
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