Let's talk Enablement. Software Enablement with Dan Lahat

Less than 10 min read with plenty of insights! Let's get to know Dan Lahat a little better.

Can you tell us a bit about your background?
Where do you work? What’s your role? And how long have you been in the Industry?

In 2003 I started as a QA engineer at Amdocs, then as a Team Leader and moved around through different QA TL roles. In 2016 I started a new career as a Technical Customer Success Manager at Pipl and the rest is history. I've been in CS for 8 years, starting from scratch and developing professionally and personally over the years. I currently work at Swordfish.ai as the Head of Customer Success in the past 2 years.

Let’s dive in, tell us how you go about driving engagement in your software?

When customers start a FREE TRIAL we encourage them on actions they make, when they use credits on Linkedin for example or if they use a feature or tool. We also send reminders if they have not been using the system.

How do you think an organization can encourage a knowledge sharing culture?

Much in the same way. When organizations monitor the use of a system they bought, it is imperative to check that the employees are using it and see if there are any gaps in knowledge or work habits. That is where tutorials come into play. Not necessarily in using a specific system, but sometimes just running through a full process in a new way with the new system that was purchased/introduced into the organization.

What are the top 3 things that you would like to see being impacted by a software enablement methodology/platform?

‍Stickiness - The more my customers use the platform, the more likely they are to stay on as they learn and are knowledgeable in the tool and its benefits to their daily work.

Reduce support tickets - Obviously the more users know about your platform, the less tickets are opened to the support team eventually reducing the number of support agents you need to keep. Move those resources to a more important place within the company.

User satisfaction - This can be seen in NPS (with your own customers) or even measured internally within an organization amongst the general satisfaction of new employees who are usually the ones that need to learn all the new tools and can't keep on relying on other employees to explain to them.
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What measurements and KPIs do you use today to define your Software Engagement goals?

Renewal - When dealing with monthly renewals, you want to see that customers stay as long as possible. Basically monthly paying customers are constantly in risk of churning so you want to see them active every month, especially during the last days of their billing cycle.

Usage - Goes without saying, although some users find ROI in low usage so you need to know what you can expect. Segment your customers accordingly. If you learnt a customer has high usage and it drops - red alert. If you know a customer has relatively low usage and rises - Green alert. Maybe an upsell is close at hand.

Training, Demos and Knowledge base - This is usually a good indicator with new accounts and users. Make sure they have gone through a training session and make sure they get to touch your new articles, features video and guides on a quarterly basis. New users on an old account should go through training to keep the "rush" of a new tool live within the company.

Personal Question to close the talk. Since we know sharing the Knowhow is a team effort and we are big sports fans. What is your most memorable team sports moment?

Maccabi Tel Aviv (Israeli basketball) winning over Zalgiris with a 3 pointer buzzer .

If someone wants to connect with you, what’s the best way to do it? Social/Email etc?

Email - danlahat@outlook.com
‍LinkedIn
‍I'm also very passionate about my vivi-me initiative, you can watch my latest interview here.

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