Introduction

After using health scores to identify and address adoption challenges, it's essential to empower your customers to take control of their own adoption journeys. By providing them with clear usage trends, you can help them self-correct and optimize their use of your product. This article builds on the previous steps and prepares you for our next topic on automating responses to adoption trends with CTAs.

Why does this matter?

Empowering customers with usage trends is crucial for several reasons:

• Self-sufficiency: It enables customers to understand their own usage patterns and take corrective actions without needing constant intervention.

• Enhanced adoption: By providing insights into how they are using the product, customers can focus on high-value features and improve their overall adoption.

• Proactive engagement: Customers who can see and understand their usage trends are more likely to engage proactively with your product and seek help when needed.

How to get started

Step 1: Gather usage data

1. Capture data: Use tools like Gainsight PX to capture detailed usage data, including logins, feature usage, and interaction patterns.

2. Segment data: Organize the data by customer segments to provide tailored insights that are relevant to each group.

Step 2: Share usage trends

1. Create reports: Generate usage trend reports that highlight key metrics, such as active users, feature adoption rates, and engagement levels.

2. Visualize data: Use dashboards to create visual representations of the usage trends, making it easier for customers to understand their data.

3. Distribute insights: Share these reports and dashboards with your customers through regular updates, ensuring they have access to the latest information.

Step 3: Educate customers

1. Provide guidance: Offer guidance on how to interpret the usage trends and what actions they can take to improve adoption.

2. Conduct training sessions: Hold webinars or training sessions to walk customers through their usage data and help them understand how to use it effectively.

3. Create resources: Develop self-help resources, such as FAQs, video tutorials, and documentation, to support customers in using their usage trends.

Step 4: Monitor and support

1. Track progress: Continuously monitor the impact of usage trend insights on customer adoption and engagement.

2. Offer support: Provide ongoing support to customers who need help interpreting their data or taking action based on their insights.

3. Adjust strategies: Use feedback from customers to refine your usage trend reports and support materials, ensuring they remain effective and relevant.

Gainsight features you'll need

• Gainsight PX or similar tools: For capturing detailed usage data and analyzing feature adoption.

• Dashboards: To visualize usage trends and share insights with customers.

• Reports: To generate and distribute usage trend reports.

What’s next?

As you have learnt how to empower customers to overcome adoption challenges, it’s time to take the next leap by automating timely intervention to improve adoption. Our next article, "Automate responses to adoption trends with CTAs" will guide you through automating responses based on the adoption trends.

Further reading and inspiration

• Guide: Product stickiness: tutorial & best practices

• Blog: 3 essential reports that will answer your product usage questions

• Blog: The complete guide to user engagement metrics