Continuously Monitor and Refine Adoption Strategies

Introduction

Improving product adoption is an ongoing process that requires regular monitoring and adjustments. By tracking adoption metrics, analyzing outcomes, and refining strategies based on real-time insights, your team can proactively address challenges and maximize engagement. This article will guide you through setting up a robust framework for monitoring and refining adoption efforts using Gainsight’s tools.

Step 1: Track Adoption Metrics with Dashboards

Dashboards provide visibility into key adoption metrics, helping teams track progress and identify areas of concern.

• Monitor Usage Trends: Use Dashboards to visualize metrics such as Monthly Active Users (MAU), feature adoption rates, and engagement scores.

• Highlight At-Risk Accounts: Create views that spotlight accounts with declining health scores or low feature usage for targeted interventions.

• Share Insights Across Teams: Enable cross-functional alignment by sharing dashboards with teams like Product, Support, and Sales for collaborative action.

Step 2: Analyze Feedback and Outcomes

Analyzing outcomes ensures that your adoption strategies are data-driven and customer-focused.

• Evaluate Playbook Effectiveness: Review which steps in Playbooks have the highest success rates and refine those that underperform using Playbooks.

• Gather Customer Feedback: Use Surveys to understand customer experiences and adoption challenges, ensuring their voices inform your strategies.

• Analyze CSM Input: Collect feedback from CSMs about the usability of dashboards, CTAs, and Playbooks to identify improvement areas.

Step 3: Refine Strategies Based on Insights

Refining strategies ensures your adoption efforts stay aligned with evolving customer needs and business goals.

• Adjust Adoption Metrics: Modify health score thresholds or feature adoption goals using Scorecards to better reflect customer behaviors.

• Iterate on Playbooks and CTAs: Update Playbooks with new resources or steps based on feedback and data trends. Use the Rules Engine to automate these updates for consistency.

• Reassess Goals Periodically: Schedule quarterly reviews of adoption strategies to ensure alignment with broader customer success objectives.

Explore More

• Blog: How to Measure Product Adoption Using Product Analytics

• Guide: Adoption Metrics - Tutorial & Examples

• Support Resource: Scorecards Overview

• Support Resource: Rules Engine Overview