Last August I wrote an article stressing the importance of making product adoption frictionless for customers.
My point was that too often SaaS companies make their product feel much more complicated for customers than it needs to be, inadvertently causing retention problems.
My take is that by having customers learn everything about your product, it leaves the burden on them to figure out how to derive business value from it, introducing delays in product adoption and increases the risk of customers churning.
I would love to hear from all of you out there what your experience is.
Does your organization spend more time teaching the product or understanding the customer's business problem?
How has your organization used product adoption to increase retention?