Introduction
Want to improve your feature adoption metrics but don’t know where to start? Tracking the right metrics will help you create a well-informed feature adoption strategy. By creating detailed adoption scores and breadth metrics, you can gain valuable insights into how customers are engaging with your product's features. This article builds on our previous discussions about increasing user engagement and prepares you for the next steps in transforming usage data into
Why does this matter?
Boosting feature usage with detailed adoption scores is important for several reasons:
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Visibility: Provides a clear view of how features are being used, helping you understand what drives engagement and what doesn't.
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Targeted interventions: Enables you to identify and address specific adoption challenges, ensuring customers are making the most of your product's features.
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Customer success: Higher feature usage often leads to better customer outcomes, including increased satisfaction, retention, and expansion opportunities.
How to get started
Step 1: Define adoption metrics
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Identify key features: Determine which features are critical for your customers' success and should be included in your adoption scoring.
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Set usage thresholds: Establish thresholds for what constitutes healthy, at-risk, and unhealthy usage for each feature.
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Create adoption measures: Develop measures for feature-level usage to reflect the degree of adoption.
Step 2: Implement adoption scoring
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Configure scorecards: Use Gainsight Scorecards to track the defined adoption metrics. Automate score updates using the Rules Engine.
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Develop breadth of adoption metrics: Create breadth metrics to gauge the degree of active usage across a limited set of features.
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Refine and expand metrics: Continuously refine your breadth metrics by adding more granularity or including additional features.
Step 3: Visualize and share insights
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Build reports and dashboards: Use Adoption Explorer and Report Builder to visualize adoption data and share insights with your team.
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Embed adoption data: Automatically embed trending adoption data in customer-facing emails and presentations to keep stakeholders informed.
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Share resources: Provide customers with on-demand enablement resources, such as webinars, tutorials, and documentation, to help them better utilize features.
Step 4: Monitor and adjust
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Track progress: Regularly monitor adoption scores to identify trends and changes in feature usage.
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Gather feedback: Collect feedback from customers to understand their experience and identify areas for improvement.
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Adjust strategies: Use the insights gained to refine your adoption strategies and ensure they remain effective.
Gainsight features you'll need
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Gainsight PX or similar tools: To capture detailed usage data and enhance feature tracking.
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Dashboards: To create visualizations and share insights.
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Scorecards: To track and manage adoption metrics.
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Rules Engine: To automate score updates based on real-time data.
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Adoption Explorer: To visualize adoption data and create reports.
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Journey Orchestrator: To automate the sharing of adoption insights.
What’s next?
With detailed adoption scores in place, you're well-equipped to transform usage data into actionable insights. Our next article, "Transform usage data into actionable insights" will guide you through making data actionable by embedding it into your C360 and creating impactful reports and dashboards.
Further reading and inspiration