Track and Refine Feature Adoption Efforts

Introduction

Feature adoption is an ongoing process that requires continuous tracking and refinement. Monitoring key metrics, gathering feedback, and iterating on adoption strategies ensures your efforts remain aligned with customer needs and business goals. This article outlines how to track adoption progress and refine your approach using Gainsight’s tools.

Step 1: Monitor Feature Adoption Metrics

Tracking the right metrics is essential for understanding adoption trends and identifying areas for improvement.

• Track Breadth and Depth Metrics: Use Adoption Explorer to monitor the percentage of users engaging with each feature (breadth) and their frequency of usage (depth).

• Create Adoption Dashboards: Build Dashboards to visualize feature adoption trends across accounts, segments, or time periods.

• Highlight At-Risk Features: Identify features with declining or stagnant usage to prioritize interventions.

Step 2: Collect Feedback from Stakeholders

Feedback from customers and internal teams provides valuable insights to guide adoption strategies.

• Conduct Customer Surveys: Use Surveys to collect feedback on feature usability, adoption challenges, and improvement suggestions.

• Leverage CSM Insights: Gather feedback from CSMs on customer adoption challenges and the effectiveness of current resources or campaigns.

• Engage Product Teams: Share adoption trends and feedback with Product teams to align feature enhancements with customer needs.

Step 3: Refine Adoption Strategies

Use insights from tracking and feedback to refine your feature adoption efforts.

• Update Playbooks: Enhance Playbooks with new steps or resources based on recurring adoption challenges identified through tracking. Use Playbooks to guide CSMs in addressing these challenges.

• Adjust Campaign Messaging: Revise messaging in Journey Orchestrator campaigns to better address customer needs and highlight feature benefits.

• Reevaluate Metrics and Thresholds: Use Scorecards to adjust adoption metrics and thresholds based on observed trends and evolving customer behaviors.

Next Steps for Success

With adoption strategies refined, focus on empowering customers with actionable insights. Use data to guide them toward optimized usage and improved adoption outcomes, transitioning into the next phase of customer success.

Explore More

• Guide: Adoption Metrics - Tutorial & Examples

• Blog: Tracking Product Adoption: A Critical Step to Customer Success

• Support Resource: Dashboards Overview

• Support Resource: Playbooks Overview