Mostly when people talk about software adoption, what they mean is the process by which organizations purchase software. This is what the technology adoption lifecycle explains; how different people finally make the decision to purchase (adopt) software.
I believe the real pain begins when an organization purchases software. The challenge becomes, "OK. I just spent months getting this purchase decision made. I have now put m reputation on the line, so I need to make sure we get the most out of this thing. How am I going to get people in our organization to actually use it?"
I have been studying this issue for several years now. I believe it comes down to this: Organizations adopt software when:
- The product is right (whatever "right" is)
- People needs are addressed
- Perpetual support is put in place
I am not wild about that last P, perpetuity. But there it is.
I am finishing up a short article summarizing the framework. This article will be my minimal viable product (MVP) of a book on the same subject.
This subject matters because I believe there are 2 audiences that need this book.
Audience Number 1: Enterprise managers who either influence or make purchases decisions on software for their company or anyone in an organization who has been charged with implementing a software tool that one of the former purchased.
Audience Number 2: Founders, CEOs, product heads, marketing leaders, and anyone who runs services or customer success functions in enterprise software companies who's job it is to ensure that customers actually use the software and achieve the outcomes that the software promises or that the customer desires.