Adoption Maturity Assessment

The adoption maturity assessment is the comprehensive evaluation that brings everything in this course together: where is the account on the S-curve? What is the adoption velocity? How segmented is the adoption? What friction barriers remain? What is the integration depth? The assessment produces a single document that tells the CSM and the client exactly where they stand in the adoption lifecycle and what the next steps are to move further.

1. Conduct Quarterly Run the adoption maturity assessment for every account quarterly. The assessment takes 30 minutes of data collection and 30 minutes of analysis. The output is a one-page summary: S-curve phase, velocity classification, segment distribution, friction assessment, integration depth score, and recommended actions.
2. Share with the Client The adoption maturity assessment is a client-facing deliverable. Sharing it demonstrates proactive value: "here is where your team's adoption stands, here are the opportunities for deeper value, and here is what we recommend." Clients who see their adoption data alongside recommendations become partners in the deepening process.
3. Track Progress Over Time Plot the adoption maturity assessment results across quarters. Is the account progressing toward deeper integration? Is adoption broadening across departments? Is velocity sustained? The longitudinal view reveals the adoption trajectory — and the trajectory, as always, is the most important metric.