Adoption and Value Workbook

Find out where your customers really are, agree on goals in their numbers, and make value visible to the people who sign the renewal.

Most CS teams can tell you which adoption stage every customer is in. Very few can show you how they know, and the answer usually turns out to be a gut feeling from the last good call. Adoption is where renewals get decided, months before anyone sends a quote, and without a written definition of on pace, every CSM grades on their own curve.

This workbook puts the whole job in one place. Define five adoption stages for your product with a band of days for each, then audit your accounts: days as a customer, expected stage and whether they're on pace all calculate, so you can see who is behind and by how much. Write goals one SMART letter at a time with a check that flags anything missing, and keep a goal history so you keep the credit when a goal moves. Define first, confirmed and expanded value moments, build your adoption plays, map who needs to hear about value and log every win in the customer's own words. A goal triggers tab tells you when to reset, and the Summary pulls it all together for your team meeting. Start with one customer. One account done honestly will teach you more than a whole segment done halfway.

What's included

• Adoption and Value Workbook template in Excel, plus a make-a-copy link for Google Sheets

• 9 tabs: start here, adoption audit, SMART goals, value moments, intervention plays, value socialization, goal triggers, summary and lists

• Five adoption stages with time bands, plus an on pace check and a SMART goal check by formula

• A step-by-step PDF guide with a made-up worked example, a monthly adoption review agenda and the mistakes to avoid

• A Steal This adoption and value check

Who it's for

CSMs, CS managers and onboarding leads who want to know where every customer really stands long before the renewal conversation.

How it works

Digital download. Your files are ready right after checkout. Open the Excel file, or use the link included with your download to make your own copy in Google Sheets. No physical item will be shipped.

Bundle and save

This template is part of the Onboarding and Adoption Bundle (9 templates for $89) and the Expansion and Value Bundle (8 templates for $79), each about half the price of buying the templates one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.