You’ve rolled out ReferenceEdge, your shiny new customer advocacy platform. It’s packed with the features you dreamed of—dashboards, automations, time-saving tools galore. The promise? Scale your program, 10x your impact.
But here’s the catch: if no one uses it, it’s just a cool, digital trophy gathering dust on a shelf. Pretty? Sure. But that’s not what you or your leadership team signed up for. This is where an adoption plan comes in.
User adoption of a new technology is essentially how well and how quickly individuals begin to use and embrace a new system, tool, or process as part of their day-to-day work.
Adoption is the human side of change. Change doesn’t install like software. It’s a process. People need to opt in, shift habits, and sometimes let go of the old ways (even if the old ways were inefficient and held together by spreadsheets, duct tape, and hope). As your technology partner, we don’t just understand this—we plan for it. We’re not here to drop off a tool and walk away. We’re in it with you to help change how work gets done.
This isn’t a check-the-box support role. Your Point of Reference account director is in the trenches with you—week after week—invested in your success like it’s their own. Because in many ways, it is. When your program thrives, they do too. This is a real partnership, not a perfunctory pass-off.
And like any good partnership, it works best when the commitment is mutual.
Your account director will bring the guidance, playbooks, proactive red flags, and a full heart to the table. What they can’t do is secure your budget, get your execs to show up, or move mountains solo. They need you in the game—engaged, honest, responsive, and ready to keep the momentum going.
Account directors are there for you as you choreograph the success of your program: weekly syncs, making space for strategy, flagging what’s not working early. Your account director is your guide, strategist, and (yes) occasional tough-love truth-teller. They’ve danced with many partners; they know what works and doesn’t. When they raise a red flag, it’s not drama—it’s wisdom. And when they offer a new way forward, it’s grounded in experience, not guesswork.
They’ll help you craft training that sticks, messaging that engages, and incentives that actually drive change. They’ll help you translate program goals into the language your leadership understands. And yes—they’ll be the quiet voice reminding you to measure your wins before anyone else is even asking.
At the end of the day, this isn’t just about software. It’s about people. It’s about the process. And it’s about partnership.
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