Share Usage Trends to Build Customer Awareness

Introduction

Sharing meaningful usage insights with customers is essential for driving awareness and engagement. By providing clear visibility into adoption trends, you empower customers to understand their usage patterns and make informed decisions. This article outlines how to generate and share usage trends using Gainsight’s tools to enhance customer awareness.

Step 1: Generate Usage Trend Reports

Start by creating reports that provide actionable insights into customer engagement.

• Highlight Key Metrics: Use Adoption Explorer to track metrics like Monthly Active Users (MAU), feature adoption rates, and login frequency.

• Segment Usage Data: Leverage Data Designer to group data by customer attributes such as ARR, industry, or license type.

• Visualize Trends: Build Dashboards to present trends in an easily digestible format for customers.

Step 2: Share Insights Through Automated Updates

Ensure customers receive regular updates about their usage trends to stay informed.

• Automate Email Reports: Use Journey Orchestrator to send recurring email updates with usage reports tailored to each customer.

• Embed Insights in Success Snapshots: Add usage trends to Success Snapshots to share during Executive Business Reviews (EBRs) or key meetings.

• Enable Self-Serve Dashboards: Provide customers with access to shared dashboards, ensuring they can view their data in real-time.

Step 3: Provide Benchmarks and Context

Contextualizing data helps customers better understand their performance and areas for improvement.

• Offer Comparative Benchmarks: Use Adoption Explorer to show how a customer’s metrics compare to industry averages or similar segments.

• Highlight Opportunities for Growth: Identify and call out features with potential for increased usage to encourage further exploration.

• Personalize Recommendations: Tailor insights and suggestions based on the customer’s role, goals, and current engagement patterns.

Next Steps for Success

With usage trends shared, focus on guiding customers to interpret these insights effectively. Provide training and self-help resources that enable them to act on the data and optimize adoption.

Explore More

• Guide: Adoption Metrics - Tutorial & Examples

• Blog: The What, Why, and How of Customer Adoption

• Support Resource: Adoption Explorer Overview

• Support Resource: Journey Orchestrator Overview