Introduction
Products derive their value from their features, and high feature adoption rates are critical to your product’s overall health. Users who consistently use your product’s features are more likely to stay long term, while those who don’t are more likely to churn. Ensuring that customers fully utilize your product's features is crucial for driving adoption and achieving customer success.
Our "Promote Feature Utilization" stream is designed to provide you with strategies and tools to enhance feature usage through detailed adoption scores, actionable insights, embedded data, and tailored campaigns. By promoting feature utilization, you can help customers realize the full value of your product, leading to increased satisfaction, retention, and expansion opportunities.
Key steps to promote feature utilization
Step 1: Boost feature usage with detailed adoption scores
Tracking detailed adoption scores helps you understand how customers engage with your product's features. By analyzing these scores, you can identify areas for improvement and optimize feature usage.
Key Activities:
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Define adoption metrics: Identify key features and set usage thresholds.
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Implement adoption scoring: Configure scorecards and develop breadth of adoption metrics.
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Visualize and share insights: Build reports and dashboards, embed adoption data, and share resources.
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Monitor and adjust: Track progress, gather feedback, and adjust strategies.
Step 2: Transform usage data into actionable insights
Making usage data actionable ensures that your customer success team can address adoption challenges effectively. Embed this data into the C360 to provide a comprehensive view of customer engagement.
Key Activities:
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Gather and organize usage data: Audit data sources, normalize data, and integrate it into Gainsight.
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Make data accessible in the C360: Configure C360 layouts, create reports, and set up dashboards.
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Drive action with insights: Automate alerts, trigger CTAs, and enable CSMs.
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Continuously monitor and refine: Track performance, gather feedback, and refine strategies.
Step 3: Drive feature adoption with embedded data and tailored campaigns
Embedding adoption data and creating tailored campaigns helps you drive feature adoption effectively. Use personalized communications and targeted enablement resources to enhance engagement.
Key Activities:
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Embed trending adoption data in communications: Identify key metrics, create reports, and embed data.
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Announce and promote new features: Develop messaging strategy, create compelling content, and launch campaigns.
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Deliver tailored enablement campaigns: Segment customers, build campaigns, and gather feedback.
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Share on-demand enablement resources: Develop high-quality resources, proactively share them, and make them easily accessible.
Step 4: Monitor and analyze product adoption
Regularly monitoring and analyzing product adoption helps you understand customer engagement and identify opportunities for improvement. Use reports, dashboards, and scorecards to track adoption metrics and make data-driven decisions.
Key Activities:
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Create product usage reports: Identify key metrics, use Report Builder, and share reports.
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Develop product usage dashboards: Configure dashboards, embed them in the C360, and monitor trends.
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Implement adoption scorecards: Define usage criteria, configure scorecards, and track health scores.
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Continuously monitor and improve: Review effectiveness, gather feedback, and refine strategies.
What’s next
By following this series, you'll gain a comprehensive understanding of how to promote feature utilization 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 feature usage and ensure customer 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