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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.

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