co-dependency with
clients
=> building a great product ≠ great product
success
but

will they?

The change paradigm in a client environment...
maybe there’s a change requirement on the client’s
part!

Example 1 : SaaS in Enterprise Space

Example 2 : Data-Product for Client Selection
100
8

what’s going on here?
organisational behaviour, change management an
culture...

Example 3 : Data-Product for Client Selection (2)
Q – HOW
will you use it? A – Here are the FEATURES we want

• Software Design ≠ Business process Re-
engineering
• Culture eats strategy for breakfast!
• The software will be blamed
How does the client organisation process or
behaviour ADAPT to meet the product?

Why should we care?
• Selling the software the first time is dependent on
your IDEA
• Renewing the software for each of occasion
afterwards depends on adoption, engagement and
VALUE CREATION
• In the event of lower than expected ‘results’, the
‘product’ will usually be blamed not the target
audience
“talk the talk”
“walk the talk”

What can we do about it?
Deployment
Adoption
Engagement
Results
D
A
E
R
systemise and
integrate a way to
better understand
what’s really
going on

KPI Definition & Status
1
D. Deployment - Key Milestones & Deliverables
Is tool technically deployed as required with end-user education complete?
KPI Deliverable Measure Target
1 % of target users who have valid log-in (#IS Reps w/ID's / # IS Reps) 100%
2 % of target users who have received training (# IS Reps Educated / # IS Reps) 100%
3 % of validated data which is correct (Value of data loaded MSAT / Value of data in CHIS) 50%
4 % of IS Reps with correct territory in MSAT (# IS Reps w/correct territory in MSAT / # IS Reps) 100%
A. Adoption - Key Milestones & Deliverables
Are end-users logging in to tool? Reps should be logging in at least once a day.
KPI Deliverable Measure Target
5 % of target users logging in each day (# IS logins per Rep per Week / # working days per week) AVG 25%
E. Engagement - Key Milestones & Deliverables
Are end-users engaging with tool - is pipeline being updated and functionality being leveraged?
KPI Deliverable Measure Target
6 % of proposals requested through MSAT (% of Oppties with Valid Proposal requested in MSAT) AVG 20%
R. Results - Key Milestones & Deliverables
What is current sales FORECAST and what performance increase is being demonstrated?
KPI Deliverable Measure Target
7 % HW Renewal Budget being called in SSL (Pipeline in ROADMAP vs. Budget)
8 % SW Renewal Budget being called in SSL (Pipeline in ROADMAP vs. Budget)
9 % Total Renewal Budget being called inSSL (Pipeline in ROADMAP vs. Budget)
D
A
E
R

D
A
E R
D
A E R
D
A E R
Deployment > Adoption > Engagement > Results
A B C

Examples 4,5,6,7:
4. Using website log data –
Adoption vs. Engagement
5. Education Software – DEFINE
adoption
6. Don’t leave it until it’s too late
– PRE-EMPT EU behaviour
7. The S4S Balanced Scorecard –
show it as a process

for discussion...;-)