Can you believe we’re already on the last stop of our User Adoption Expedition? It feels like just yesterday we started this incredible journey to take the user adoption conversation on the road. This 6-month project has allowed us to make tons of meaningful connections with incredible customer success, product, sales and marketing leaders all over the country.
Where are we headed?
As our last stop, it’s go big or go home. We’re taking the conversation to the heart of tech itself, San Francisco! We’re excited to have you join us for a night of food, drinks and conversation on Tuesday, October 16th at Covo in SoMa.
What have we covered?
In our previous three expeditions, we’ve covered a lot of ground. Our home base expedition in Atlanta was a great opportunity to discuss the fundamentals of user adoption. We centered the discussion around how to align customer success, product management, and sales teams, and how to ensure a seamless transition from buyer to customer.
Unfortunately for many SaaS companies, the user adoption stage is often overlooked. We’re left facing a variety of onboarding and adoption hurdles (and in some cases, churn). In our second and third expeditions, we honed in on those hurdles, focusing on proven tactics and tips for making user adoption a company-wide effort and giving your users a voice during the onboarding and adoption process.
As we make our way to San Francisco, we’re bringing it back full circle. In addition to recapping our previous three expeditions, we’ll be discussing the key findings from our User Adoption and Onboarding Benchmarking Report, created from a survey taken by more than 450 SaaS leaders earlier this year. After discovering that nearly half of respondents have no formal adoption strategy in place and 75% of respondents spend up to half their week dealing with user adoption challenges, it’s clear we’re in need of a discussion!
Who will be there?
We’ve gathered some of San Francisco’s top SaaS leaders to guide you on this expedition to talk about building, measuring and executing a successful user adoption program. Here’s who you can expect to see:
Rachel Orston | CEO of UserIQ
Rachel has been the ultimate trailblazer in user adoption. With an incredible passion for this topic, she is a customer success pioneer who understands the hard work that begins after the initial sale ends. After years of leading customer success at one of the world’s leading marketing automation platforms (and later scaling best practices across IBM’s global SaaS portfolio), she is excited to lead a new movement focused on deepening customer engagement. Today, she leads UserIQ in helping companies foster growth and deliver success in every moment. She is also a mentor to emerging leaders in customer development, product-market fit, and fundraising.
Ryan DeForest | Head of User Success at Gong.io
Ryan started his career in sales and customer success, combining it with his knowledge of software development to find a perfect fit in user success. According to Ryan, user success concentrates on a proactive approach to successful customer experiences. After leading a team at Salesforce, he brings his experience to Gong, a conversation intelligence platform for B2B sales teams, where he built the user success team and entire process from the ground up.
Jamie Domenici | Global Senior Vice President of Customer Adoption Marketing & Business Development at Salesforce
Jamie is the Global Senior Vice President of Customer Adoption and Growth for Success Cloud at Salesforce, the world’s #1 CRM software company. She is responsible for driving all marketing strategy supporting the Salesforce adoption and advisory services that help Salesforce customers become real trailblazers. Jamie has worked at Salesforce for eight years as a senior leader in product and campaign marketing, and previously led operations at Ingres Corp., an open-source database company, and OSIsoft, Inc., a real-time performance management software manufacturer.
Brian Kaminski | Chief Customer Officer at Conversica
Brian is a SaaS Customer Success leader with 18 years of experience leading post-sales customer delivery teams. He is passionate about delivering value and business outcomes for customers and building effective and efficient delivery teams. Brian currently serves as Chief Customer Officer at Conversica, a conversational AI platform. Previously, Brian served as World Wide Client Success Executive at IBM where he developed the strategy for customer success across IBM’s SaaS portfolio. Prior to that, Brian served as Chief Customer Officer at Marin Software, leading all post-sale activities for a publicly traded adtech business. Previously he served as President, US and Chief Operating Officer at a digital marketing agency, iProspect. Brian graduated from Colgate University.
Subha Shetty | VP of Product & User Experience at Zenfolio
Subha Shetty is VP of Product Management and Product Design at Zenfolio, the world’s largest all-in-one business platform for professional photographers. She is responsible for overall customer experience, for ensuring all products and teams are customer focused, mobile first and 100% stable during a time of significant company tranformation. She’s held leadership positions at both Fortune 100 and start-up companies including oDesk (now called Upwork), Walmart International, eBay and PepsiCo. She is a mentor with leading accelerators in Silicon Valley with 500 Startups and the Founder Institute. She helps entrepreneurs refine their product-market fit, develop simple, scalable customer experiences and gets their business off the ground with a solid online product.
Can’t wait to see you there!
We’re excited to continue growing the user adoption community and look forward to chatting face-to-face! In the meantime, you can get a head start on the conversation in the User Adoption Community, where SaaS leaders in customer success and product can connect on all things user adoption. And be sure to take a look through our User Adoption Toolkit, filled with guides, checklists, and templates for helping you create a successful user adoption strategy.
This event is 100% free, but spots are limited! Reserve your seat today.