Introduction
Identifying adoption gaps across features and customer segments is critical to improving product engagement and usage. By analyzing feature-level data and comparing trends across different segments, you can uncover areas where adoption efforts are needed the most. This article guides you through leveraging Gainsight’s tools to pinpoint these gaps effectively.
Step 1: Conduct Feature-Level Analysis
Analyze how customers engage with specific features to identify underutilized areas.
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Measure Feature Engagement: Use Adoption Explorer to track feature-level adoption and usage rates.
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Spot Key Usage Patterns: Identify which features drive the most engagement and which are underutilized.
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Highlight Critical Features: Prioritize features critical to customer success but showing low adoption rates.
Step 2: Compare Usage Trends Across Segments
Segment analysis provides deeper insights into customer behavior.
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Segment Customers by Attributes: Group customers based on ARR, industry, license type, or geography using Data Designer.
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Benchmark Adoption Trends: Compare adoption metrics within segments to identify outliers or patterns.
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Assess Engagement Levels by Segment: Use Dashboards to visualize and compare adoption trends across segments.
Step 3: Identify White Space Opportunities
Leverage your analysis to uncover cross-functional or expansion opportunities.
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Discover Cross-Departmental Gaps: Use insights from Adoption Explorer to identify customers with unengaged teams or departments.
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Highlight Expansion Potential: Pinpoint customers who could benefit from additional features or licenses based on their current usage.
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Develop Actionable Insights: Generate reports in Reports and Dashboards to guide CSMs on targeting these opportunities.
What’s Next?
After identifying adoption gaps across features and segments, it’s time to take proactive action. The next article, Take Action on Adoption Gaps with CTAs and Playbooks, will guide you through addressing these gaps systematically and effectively.
Explore More
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Support Resource: Adoption Explorer Functions