Two Ways to Define, Track, and Drive Healthy Product Adoption

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What does "healthy" product adoption mean? It's not simply the volume of activity. Which customers are habitual users? What do they do in the product? In this webinar, learn how Gainsight customer Total Expert and Gainsight's own customer success team are using Gainsight to answer these questions.

Leland Ewing, Customer Success Operations Manager at Total Expert, and Kendra McClanahan, Manager, Customer Success Operations at Gainsight each began with measuring a single, essential user action, then progressed into a feature-by-feature understanding of usage. They have especially relied on Scorecards and Adoption Explorer to arm their customer success teams with an actionable, detailed understanding of customer activity.

This will be a two-part webinar. Leland and Kendra will first walk you through their strategies, showcase the tools they've built, and share their visions for steps that they intend to take next. Then, Gainsight admins should stay on the line for a technical tour of the relevant configuration, arming you to start creating something similar.

You'll leave the webinar having learned:

• 'Crawl', 'Walk', and 'Run' approaches to characterize healthy usage of your product
• What a user's basic actions say about their health
• Methods to boil down a customer's activity to a 'story' about how they use the product and moments for a CSM to intervene
• Key steps when configuring Scorecards and Adoption Explorer to provide usage trends to CSMs