The Problem
Most vendors don’t have an adoption problem.
They have an enablement system problem.
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Brilliant procurement technology fails to scale not because the product is weak - but because customers never build the capability to use it consistently and confidently in their real-world workflows.
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Enablement is often delivered through one-off onboarding, feature training, or heroic CSM effort. Adoption becomes inconsistent. Value is delayed. Renewals feel harder than they should.
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Most teams think training solves adoption. It doesn’t. Adoption happens through capability - and most systems don’t create it.
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Inconsistent onboarding experiences
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Customers reverting to old habits
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Heavy reliance on CSM heroics
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Limited visibility of adoption risk
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Expansion dependent on sales push, not customer pull
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The Insight
Training doesn’t fail.
Behaviour change does.
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Most enablement approaches focus on showing customers how a product works. But adoption doesn’t stick unless customers build confidence, judgement, and capability in the context of their real decisions.
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Product education alone doesn’t create behaviour change. Capability not only sticks - it enables predictable outcomes.
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That’s the difference between using a tool and relying on it.
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The Mechanism
The OrchestrateCX Enablement Engine.​
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OrchestrateCX installs a repeatable customer enablement engine - combining scenario-based learning, workflow mapping, and behaviour reinforcement - so adoption becomes habitual rather than hopeful.
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It’s not training as a transaction — it’s enablement as infrastructure.​
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Outcome-led, not feature-led
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Grounded in real procurement workflows
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Designed for behaviour change, not content consumption
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Built to scale across customers and partners
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The Customer Enablement Ladder™
The OrchestrateCX Enablement Engine.​
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“This framework reveals why adoption stalls — and what high-growth vendors do differently.”
The Ladder maps how vendors move from unclear adoption and inconsistent delivery to predictable renewals and expansion — across three stages: Assess, Build, Perform.
How TaaS Works
How Enablement Becomes Predictable.​
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Training-as-a-Service is how we deliver this enablement engine consistently and at scale across your customer base.
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5-Step Structure
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1. You Train Us
We learn your product, workflows, positioning and roadmap like an internal team.
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2. We Build the Context
We design real-world scenarios and use cases that reflect how your customers actually work.
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3. We Deliver the Enablement
Live, online or hybrid sessions combining product walkthroughs with strategic procurement insight.
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4. We Reinforce the Learning
Playbooks, templates, eLearning and nudges that turn knowledge into habit.
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5. You Focus on Growth
While you scale sales and partnerships, we run the enablement engine.
Who is this For / Not For
These engagements are designed for vendors who treat adoption as a strategic revenue lever — not a tactical cost.
Who OrchestrateCX Is For:
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Procurement technology vendors
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Orchestration, S2P, Risk, ESG, Supplier platforms
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Enterprise and upper mid-market customers
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Teams where renewals and expansion matter
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Who it's Not For:
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Early MVP tools
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Feature-led sales motions
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One-off training requirements
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Vendors looking for “courses”
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Outcomes
What Changes When Enablement Becomes a System​
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Faster time to value for customers
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Deeper and more confident product usage
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Earlier visibility of renewal risk
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Stronger expansion readiness
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More predictable revenue from existing customers
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Enablement stops being a cost line — and becomes growth infrastructure.
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Engagement Model
How We Work With Vendors​
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OrchestrateCX is delivered as an annual Training-as-a-Service engagement, tailored to your product complexity, customer maturity, and growth ambition.
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Typical engagements include:
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Enablement diagnostics and roadmap
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Cohort-based customer rollouts
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Playbooks and workflow templates
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Ongoing optimisation and review
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What our Clients Say
“Richard doesn’t just train people to use a tool - he brings it to life”​
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"His real gift is context - he helps users understand not just what to do, but why it matters and how it drives value.
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Since Richard started working with our clients:
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- Adoption has accelerated
- Engagement has strengthened
- Users achieve far stronger outcomes
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He transforms software training into strategic capability building - and that changes everything."