Customer Adoption Center
Helping You Drive Towards Success

Step 3: Build Awareness with Your Customers

Start building excitement with you customers and let them know what to expect.

Just like how we set the stage with what to expect from our Customer Adoption Program, your customers will appreciate a heads-up as well. Before sending them the official Customer Portal invitation in the Launch Phase, let’s give them a heads-up of what’s to come!


Before your official launch, a great first step is to build awareness with your customers so they know what to expect and understand the value of your Customer Portal early on. An easy way to start is with an introduction email that explains what the Customer Portal is, why it’s important to them, and when it is being rolled out.


  1. Download our Email Template for Introducing Your Customer Portal to Customers.
  1. After personalizing the email template, review it with internal, customer-facing teams so your organization is aligned and prepared to answer any questions that customers may have.
  1. Send the email to customers you’re planning on inviting to let them know about your move to Collaborative AR, the benefits of the Customer Portal, and what to expect moving forward.
  1. Set aside time and prepare your team (and other customer facing teams) to answer any questions that customers may have. Keeping customers engaged is a crucial component during this step and customer facing teams should be prepared to help market and sell your new Customer Portal to your customers.
  1. In addition to alerting customers via email, enable your customer-facing teams with our Talk Script to Explain the Benefits of Your Customer Portal so they can start marketing and selling your Customer Portal during every customer interaction. Getting other internal teams onboard is how many of our clients have reached their high adoption rates.

Next Steps

Now that you’ve completed the following three steps: 1) Informing & Educating Internal Teams, 2) Reviewing Customer Email Data, and 3) Building Awareness with Your Customers, it’s time to move on to the Invite & Engage phase.


In the Invite & Engage phase, you’ll complete the necessary steps to send Customer Portal invitations to your customers and start driving a successful adoption rate!


Click the following link to learn about: Launching Your Customer Promotion Program.

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