Introduction
After defining and identifying adoption thresholds, analyzing usage patterns, and sharing insights with customers to improve adoption, the next step is to automate responses to these trends. By configuring Calls to Action (CTAs) based on adoption data, you can ensure timely and effective interventions that help maintain and enhance product usage. This article builds on the previous steps and concludes our series on improving product adoption.
Why does this matter?
Automating responses to adoption trends with CTAs is essential for several reasons:
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Timely Interventions: Automated CTAs ensure that potential adoption issues are addressed promptly, preventing small problems from escalating.
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Consistency: Automation ensures that every customer receives consistent follow-up based on their adoption data, reducing the risk of oversight.
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Efficiency: Automated processes reduce manual effort, allowing your customer success team to focus on high-impact activities.
How to get started
Step 1: Define adoption metrics and thresholds
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Identify key metrics: Determine which adoption metrics (e.g., login frequency, feature usage) will trigger CTAs.
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Set thresholds: Establish thresholds for each metric to define what constitutes a healthy, at-risk, or critical customer.
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Segment customers: Customize thresholds for different customer segments based on their specific needs and usage patterns.
Step 2: Configure CTAs in Gainsight
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Set up CTAs: Use Gainsight to create CTAs that are triggered by changes in adoption metrics. Ensure each CTA has a clear action plan.
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Assign playbooks: Attach Playbooks to CTAs to provide structured guidance on how to address specific adoption issues.
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Automate updates: Use the Rules Engine to automate CTA creation and updates based on real-time data.
Step 3: Monitor and analyze CTA effectiveness
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Track CTAs: Regularly monitor the status and outcomes of CTAs to ensure they are being addressed promptly and effectively.
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Analyze patterns: Analyze CTA data to identify common adoption challenges and successful interventions.
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Adjust strategies: Adjust your CTA configurations and Playbooks based on insights from CTA data to continually improve your adoption strategies.
Step 4: Communicate with customers
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Personalize communication: Ensure that all automated CTAs include personalized communication to make customers feel valued and understood.
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Follow up: Use Email Assist to follow up on CTAs and ensure customers are taking the necessary actions.
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Provide resources: Include links to relevant resources (e.g., tutorials, FAQs) in your communication to help customers overcome adoption challenges.
Gainsight features you'll need
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Gainsight PX or similar tools: For capturing detailed usage data and analyzing feature adoption.
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CTAs: To automate actions based on adoption metrics.
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Rules Engine: To create and update CTAs based on real-time data.
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Playbooks: To provide structured guidance for addressing adoption issues.
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Email Assist: To facilitate personalized follow-ups with customers.
What’s next?
With CTAs in place to automate responses to adoption trends, you have a robust system for managing product adoption. Continue to monitor and refine your processes to ensure ongoing success. For more advanced strategies, explore our additional resources and training materials to keep improving your customer success practices.
Further reading and inspiration