Gainsight is rolling out a new "Habits" metric! Habits is our term for adoption, since our goal is to encourage our customers to adopt good habits in using our product. 





Our previous Habits measuring used the following methodology:





Habits 1.0 Formula: DAUs / Full Licenses Sold





Scoring:

• Green: At least 20% of Full Licenses Sold are daily active users of Cockpit

• Lime: At least 60% of Full Licenses Sold are daily active users (of any part of the product)

• Yellow: Some usage in past week, but not reaching Green or Lime level

• Orange: Less than 10% of Full Licenses Sold are daily active users (of any part of the product)

• Red: No usage of Gainsight in the last week

• For more information on the previous Habits methodology, check out this blog post. 

Problems we uncovered with our method:

• It doesn’t isolate effect of phased license deployment

• Green could be false positive, threshold was too low

• Denominator (Full Licenses Sold) is a manual input

• We weren't capturing risk from unused Limited Licenses in our approach

So we set out to a build a new methodology to address these issues, Habits 2.0! Here's how we tackled the problems listed above





Problems from Habits 1.0:

• It doesn’t isolate effect of phased license deployment ---> we're now using "Assigned Licenses" (the number of license our customer have granted to their end-users) as our denominator instead.

• Green could be false positive, threshold was too low ----> we've tweaked our thresholds

• Denominator (Full Licenses Sold) is a manual input -----> "Assigned Licenses" comes back to us automatically through Salesforce

• We weren't capturing risk from unused Limited Licenses in our approach ------> "Assigned Licenses" includes Limited Licenses that have been given to end-users.

 


Habits 2.0 Formula: DAUs / Assigned Licenses


Scoring:

• Green: At least 50% of bi]assigned licenses are daily active users (of any part of product) and 25% are DAUs of Cockpit

• Lime: At least 50% of bi]assigned licenses are daily active users (of any part of the product)

• Yellow:  in past week, but not reaching Green or Lime level

• Orange: At least 25% of bi]assigned licenses are daily active users (of any part of the product)

• Red: No usage of Gainsight in the last week or no DAUs

But we also recognize the importance of tracking whetherlicenses sold are being assigned, so we're tracking deployment!





Deployment Formula: Assigned Licenses / Provisioned Licenses

•  Provisioned Licenses = how many Gainsight licenses we provisioned to their Salesforce instance (aka how many did they bought)

Scoring: 

• Green: >=95% deployment

• Lime: >=80% and <95%

• Yellow: >=50% and <80%

• Orange: >=20% and <50%

• Red: <20%

Habits 2.0 and Deployment work in tandem for us to understand the Breadth and Depth of the customers adoption:

When taken together, they provide clear direction for our Client Outcomes team: