We at Microsoft deliver some of the best practices around adoption and change management, especially as it relates to customer success. In this article, I’m going to share some of the insights I have gained in my role as CSM.

So, let’s jump right in.

The aims for this article

  • What is adoption and change management?
  • Why should I care?
  • How does it actually work in practice?
  • Key takeaways

Before we dive in, I’m going to give you a bit of background on me and my expertise.

About me

I'm a customer success manager at Microsoft. I focus on business applications, and I've been in the CSM role for the past four years.

I’ve spent around two years at Microsoft, and I used to be at Zendesk before that. I also spent several years consulting in Singapore prior to that. I hope my experience will give you valuable insights into adoption and change management.

Let’s talk about adoption and change management

Don’t worry, it’s not rocket science. 🚀

Maybe it’s best to start with what adoption isn’t.