Introduction
A comprehensive understanding of how your customers use your product is foundational for driving adoption and identifying opportunities for improvement. Gathering and analyzing usage data allows you to uncover underutilized areas and establish a strong basis for proactive engagement. This article will guide you through the process of collecting, segmenting, and visualizing customer usage data using Gainsight’s tools.
Step 1: Collect Key Usage Metrics
Start by collecting data that highlights how your customers interact with your product.
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Track Logins and Engagement Levels: Use tools like Adoption Explorer to track metrics such as Monthly Active Users (MAU) and login frequency.
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Measure Feature Usage: Identify which product features are used most frequently by customers and track engagement over time.
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Incorporate Product Analytics: Stream data into Gainsight to ensure real-time insights into usage patterns and trends using PX.
Step 2: Normalize and Segment Data
Normalized and segmented data provides actionable insights that are easier to interpret.
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Standardize Metrics: Ensure consistency across usage metrics by using Data Designer to create uniform datasets.
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Segment Customers by Attributes: Group customers based on attributes like license type, industry, ARR, or feature usage to identify trends and outliers.
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Use Dynamic Segmentation: Create custom rules in the Rules Engine to dynamically adjust customer segments as new data is collected.
Step 3: Visualize Usage Data Trends
Effective visualization makes it easier to spot adoption gaps and trends.
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Build Dashboards: Use Dashboards to display trends such as MAU, feature adoption rates, and engagement scores.
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Enable Role-Specific Insights: Customize dashboards to provide relevant data for CSMs, managers, and executives.
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Highlight Gaps: Identify underutilized features or inactive customers through adoption trend reports.
What’s Next?
With your usage data gathered, normalized, and visualized, you’re ready to dive deeper into analyzing adoption gaps and opportunities. The next article, Pinpoint Adoption Gaps Across Features and Segments, will guide you through identifying specific areas to focus on for improving product adoption.
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