Introduction
Monitoring and analyzing product adoption is essential for understanding how customers engage with your product and identifying opportunities for improvement. By leveraging reports, dashboards, and scorecards, you can gain valuable insights into feature usage, identify risks, and spot opportunities for expansion. This article builds on our previous discussions about driving feature adoption with embedded data and tailored campaigns and prepares you for continuous improvement in product adoption strategies.
Why does this matter?
Monitoring and analyzing product adoption is crucial for several reasons:
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Visibility: Provides a clear view of how customers are using your product, helping you identify trends, risks, and opportunities.
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Informed decision-making: Enables you to make data-driven decisions to improve product features and customer engagement.
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Customer success: Helps you proactively manage customer health and ensure they are getting the most value from your product.
How to get started
Step 1: Create product usage reports
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Identify key metrics: Determine the adoption data and metrics you want to track, such as most/least used features and user engagement levels.
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Use report builder: Utilize the Report Builder in Gainsight to source PX adoption data and create detailed product usage reports.
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Share reports: Distribute these reports to relevant stakeholders to increase visibility of adoption metrics and inform decision-making.
Step 2: Develop product usage dashboards
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Configure dashboards: Use Adoption Explorer and Report Builder to create dashboards that visualize key adoption metrics.
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Embed in C360: Add these dashboards to the C360, allowing Customer Success Managers (CSMs) to see all usage data in one place.
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Monitor trends: Regularly review these dashboards to monitor trends in feature usage and customer engagement.
Step 3: Implement adoption scorecards
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Define usage criteria: Establish the criteria that exemplify healthy product usage and set usage thresholds.
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Configure scorecards: Use the Rules Engine to assign health ratings based on these criteria and configure the scorecard weight in the overall Customer Health Score.
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Track health scores: View adoption scorecards per account to monitor the health of your customers and identify risks and opportunities.
Step 4: Continuously monitor and improve
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Review effectiveness: Regularly assess the effectiveness of your reports, dashboards, and scorecards. Adjust your strategies based on the insights gained.
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Gather feedback: Collect feedback from CSMs and customers to understand the impact of the insights and identify areas for improvement.
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Refine strategies: Use the feedback and performance data to refine your adoption monitoring strategies, ensuring they continue to meet the needs of your team and customers.
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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Report Builder: To create detailed product usage reports.
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Adoption Explorer: To configure dashboards and visualize key adoption metrics.
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Dashboard Builder: To develop comprehensive dashboards that aggregate usage data.
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C360 Layouts: To embed dashboards and reports in the C360 for easy access.
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Rules Engine: To automate health score assignments based on usage criteria.
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Scorecards: To track and manage adoption health scores.
What’s next?
With a robust system in place for monitoring and analyzing product adoption, you're well-equipped to continuously improve your product adoption strategies. Keep refining your approach based on the insights gained from your reports, dashboards, and scorecards to ensure ongoing success. For further enhancement, explore our additional resources and training materials to deepen your understanding and capabilities.
Further reading and inspiration