Track and Refine Automated Adoption Efforts

Introduction

Automation streamlines adoption management, but its effectiveness depends on continuous monitoring and refinement. By tracking the performance of automated workflows and making data-driven adjustments, you can maximize their impact and ensure alignment with customer needs. This article outlines how to monitor and refine automated adoption efforts using Gainsight’s tools.

Step 1: Monitor Automation Performance Metrics

Track the key metrics that indicate the success of your automated adoption efforts.

• Evaluate Campaign Engagement: Use Journey Orchestrator Reports to monitor open rates, click-through rates, and responses for automated email campaigns.

• Analyze CTA Resolution Rates: Use CTAs to track how often triggered actions are completed and their impact on adoption metrics.

• Measure Health Score Trends: Leverage Scorecards to assess changes in health scores over time, identifying trends influenced by automation.

Step 2: Gather Feedback from Stakeholders

Feedback from customers and internal teams provides insights into the effectiveness of automated workflows.

• Collect Customer Feedback: Use Surveys to understand how automated communications and interventions are received by customers.

• Engage with CSMs: Gather input from CSMs on the usability of automation workflows, including CTAs, Playbooks, and campaign content.

• Host Team Reviews: Schedule regular review sessions with CS and Product teams to discuss the performance of automated workflows and potential improvements.

Step 3: Refine Automation Strategies Based on Insights

Use performance data and feedback to enhance your automated workflows.

• Optimize Rules and Triggers: Adjust rules in the Rules Engine to better align with customer behavior patterns and adoption goals.

• Update Campaign Content: Refine messaging in Journey Orchestrator based on engagement metrics and customer feedback.

• Enhance Playbooks: Incorporate new steps or resources into Playbooks to address recurring adoption challenges more effectively.

Next Steps for Success

After refining your workflows, consider scaling these efforts further by integrating advanced analytics and cross-functional collaboration for even greater adoption success.

Explore More

• Guide: Adoption Metrics - Tutorial & Examples

• Blog: The Product Adoption Data That Customer Success Needs

• Support Resource: Journey Orchestrator Overview

• Support Resource: Rules Engine Overview