Unlock revenue retention and growth by delivering adoption and success focused customer outcomes.
Quick issue resolution is important, but true customer loyalty, retention, and growth hinge on helping customers achieve success with your products. This study reveals how adoption and success influence key business metrics—relationship health, retention, renewal, and expansion—and offers actionable strategies to optimize outcomes.
Key Findings
- High Retention with Complete Adoption: Among those who fully adopted a product, 56% expect to use it at the same rate, and 39% anticipate an increase in usage, indicating strong retention and satisfaction.
- Increasing Usage with Partial Adoption: A significant 62% of those who achieved only partial adoption expect to increase their usage, suggesting potential for growth as these users may see value in expanding their use of the product.
- Renewal Intent Strongly Correlated with Success: Users who reported complete success with a product showed a high likelihood to renew service agreements, with 56% being very likely and 32% likely to renew.
- Health of Relationship Strong in Full Adoption and Success: The data reveals a robust health in business relationships, with 66% of those reporting full adoption and 62% of those achieving complete success very likely to continue using the product.
- Greater Intent to Expand with Full Adoption: 57% of those who fully adopted a product are very likely to purchase more, reflecting strong customer loyalty and perceived value.
- Partial Success Still Drives Renewals: Even among those who only achieved partial success, 35% are very likely and 40% are likely to renew service agreements, highlighting the potential to retain customers even if their expectations aren’t fully met.
- Decreased Usage Remains Low Across the Board: Regardless of adoption or success level, the percentage of those expecting to decrease usage is generally low, with only 5% in full adoption and 24% in partial success scenarios.
- Uncertainty in Renewals Higher in Partial Success: Uncertainty about renewing service agreements is notably higher among those with partial success (20%), compared to those with complete success (8%).
- Strong Purchase Intent Following Complete Success: Among those who experienced complete success, 49% are very likely to buy more products, indicating that success leads to further investment in the company’s offerings.
- High Likelihood of Continuation and Expansion: Even among those with partial adoption or partial success, there’s a significant percentage indicating likely continuation with the product and potential expansion, suggesting that even less optimal product experiences don’t fully deter ongoing or increased usage.
Study Methodology
The study surveyed 131 information technology professionals with diverse roles within their organizations. Of these, 44% are involved in designing and developing new IT systems or leading software development projects. Another 55% handle the administration, configuration, installation, or support of IT systems. Notably, 95% of respondents play a direct role in their company’s IT product purchasing decisions, indicating their significant influence over and deep knowledge of the technological needs and solutions within their workplaces.
Participants were asked to evaluate how the level of product adoption and the degree of success with these products influence their perceptions of the technology companies they work with.
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