Short answer
Adoption management uses available evidence to identify gaps in meaningful use and coordinate actions that address them. Assess how a person interprets defined signals, tests explanations, and follows through on actions, not whether usage rises for reasons outside their control.
About Adoption management
Examines agreed evidence of product use, identifies gaps relative to intended workflows, and coordinates targeted actions that help customers use relevant capabilities in their work.
Use this competency for
- Roles that interpret usage evidence and coordinate actions to improve meaningful use.
- Functions accountable for sustaining adoption after initial onboarding.
Do not use this competency for
- Roles evaluated only on teaching product features without owning diagnosis or follow-through.
Important distinctions
Customer education
Adoption management diagnoses a use gap and coordinates a response. Customer education designs the learning experience that may be one part of that response.
Value realization
Adoption management focuses on meaningful use. Value realization connects agreed outcomes to evidence and communicates progress toward them.
Expectations by level
IC1
IC1
Reviews defined adoption signals for assigned accounts, records deviations from the expected pattern, and completes follow-up actions from an established playbook.
Observable behaviors
- Checks agreed usage signals on the expected schedule.
- Records the affected workflow and the evidence behind a suspected gap.
- Completes assigned follow-up and documents the response.
Examples
- Notes that an expected workflow has not been used and records the observation without assuming why.
- Sends the agreed resource after a call and records whether another action is needed.
IC2
IC2
Diagnoses standard adoption gaps independently, selects actions that match the likely barrier, and reviews subsequent evidence before deciding the next step.
Observable behaviors
- Combines usage evidence with customer context before naming a likely barrier.
- Chooses an intervention tied to the affected workflow rather than broad feature promotion.
- Reviews follow-up evidence and closes, adjusts, or escalates the action.
Examples
- Confirms that a permissions issue, not lack of interest, is blocking a workflow.
- Replaces a broad training session with a focused workflow review after checking the evidence.
IC3
IC3
Defines repeatable adoption approaches for varied account contexts, improves how signals are interpreted, and aligns teams on interventions and ownership.
Observable behaviors
- Defines decision rules that connect recurring adoption patterns to possible actions.
- Identifies where a signal is ambiguous and documents limits on its interpretation.
- Aligns product, education, or support partners on ownership for systemic barriers.
Examples
- Documents when low activity is expected because a workflow is seasonal.
- Creates a shared response path for an adoption barrier that requires a product change.