Todd Kirk and Casey Trujillo discuss the importance of driving change and adoption in SaaS organizations. They identify six key moments of need where customers are highly motivated to take action:

Onboarding
When customers ask for help and support
During the renewal process
When customers request professional services
During major events
Upsell situations

They emphasize the need for SaaS vendors to provide resources and enablement tools to empower customers to be successful on their own. The hosts also highlight the importance of timing and messaging in driving change and adoption.
Takeaways

Identify the key moments of need where customers are highly motivated to take action
Provide resources and enablement tools to empower customers to be successful on their own
Timing and messaging are crucial in driving change and adoption
Focus on the customer's moment of need and capitalize on it to drive adoption

Contents

00:00 Introduction and College Football Season
02:43 The Importance of Intention and Motivation in Driving Change
08:00 Onboarding New Customers
14:28 When Customers Ask for Help and Support
18:49 The Renewal Process
21:18 Professional Services
26:13 Major Events
28:00 Upsell Situations
33:10 Homework Assignment: Recognize Moments of Need

Resources
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Credits
Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred

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