Introduction
Engaging customers effectively is a cornerstone of customer success and product adoption. When customers are actively engaged, they are more likely to see value in your product, use it more frequently, and ultimately become advocates. Our "Increase User Engagement" stream is designed to help you enhance customer interactions, provide strategic guidance, and re-engage inactive users. By leveraging detailed usage data, best practices, and automated nudges, you can drive higher engagement levels, improve retention, and ensure that your customers are maximizing the value of your product.
In this series of articles, we will guide you through a comprehensive approach to increasing user engagement. From sharing key data and adoption insights to scaling engagement through best practices and re-engaging inactive users, you'll learn how to create a proactive and effective engagement strategy.
Step 1: Enhance customer engagement with key data and adoption insights
Sharing key data and adoption insights with customers is essential for driving meaningful conversations and informed decision-making. Look for trends in login data, feature usage, and customer segments to understand where customers are not fully utilizing the product.
Key Activities:
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Gather and analyze usage data: Access relevant usage data, normalize it, and segment customers based on attributes.
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Share key data with customers: Create dashboards and reports to visualize key metrics and usage trends.
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Enhance customer meetings with adoption metrics: Prepare point-in-time metrics for customer meetings and discuss usage data.
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Deepen customer dialogue with trending insights: Analyze trends, engage in two-way communication, and personalize the experience.
Step 2: Scale customer engagement with best practices
Scaling engagement through webinars and office hours helps educate customers on key product features and best practices, providing them with the knowledge they need to succeed.
Key Activities:
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Plan your webinars and office hours: Identify key topics, schedule sessions, and draft invitations.
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Create and promote your content: Develop content, use Journey Orchestrator to automate email invitations, and leverage Customer Communities and Gainsight PX.
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Conduct engaging sessions: Host webinars, record sessions, and follow up with attendees.
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Monitor and improve engagement: Gather feedback, analyze participation, and iterate on content and delivery.
Step 3: Re-engage inactive users with automated nudge emails
Re-engaging inactive users through automated nudge emails ensures that they remain connected to your product and continue to see its value.
Key Activities:
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Gather and analyze usage data: Identify inactive users and segment them based on attributes.
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Create nudge email campaigns: Draft engaging email content, set up Journey Orchestrator, and personalize emails.
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Send nudge emails: Schedule and send automated nudge emails.
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Monitor and optimize: Track engagement, gather feedback, and iterate on your campaigns.
What’s next
By following this series, you'll gain a comprehensive understanding of how to increase user engagement and drive product adoption. Each article builds on the previous one, creating a cohesive learning path that equips you with the tools and strategies needed to enhance customer interactions and ensure success. Stay tuned as we dive deeper into each topic, providing you with actionable insights and practical guidance on leveraging the Gainsight platform to its fullest potential.
Further reading and inspiration