Introduction
Tracking and analyzing customer usage data is essential for identifying expansion opportunities. By leveraging product engagement insights, CS teams can proactively surface accounts that may benefit from additional solutions. This article outlines how to collect, segment, and interpret customer data to drive expansion efforts.
Step 1: Track Usage Metrics with Adoption Explorer
Adoption Explorer provides detailed visibility into customer engagement and feature adoption.
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Identify key usage trends by tracking metrics such as login frequency, product feature adoption, and active user counts. Use Adoption Explorer to surface customers demonstrating high engagement.
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Segment data for deeper insights by filtering engagement trends based on customer ARR, industry, and lifecycle stage.
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Monitor adoption over time by analyzing feature usage spikes and drops to identify customers primed for expansion discussions.
Step 2: Use Scorecards to Evaluate Customer Engagement
Scorecards help quantify customer health and expansion readiness.
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Define expansion indicators by incorporating weighted health score measures such as product adoption, support interactions, and NPS trends. Set up measures in the Scorecards configuration.
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Prioritize high-potential accounts by segmenting customers with improving health scores or consistent engagement signals.
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Track score changes using historical trend analysis to pinpoint accounts that are growing in product adoption and may be ready for an upsell conversation.
Step 3: Visualize Expansion Opportunities with Dashboards
Dashboards consolidate key insights to create a clear view of expansion potential.
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Build expansion-focused reports that highlight customer engagement levels, product adoption trends, and expansion opportunities using Dashboards.
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Compare portfolio-wide trends to uncover patterns in customer growth, segmenting by health score improvements and feature usage expansion.
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Share insights across teams by creating shared dashboard views for CS and Sales to align on expansion strategies.
What’s Next
Once you’ve gathered customer usage insights, the next step is to leverage customer health scores to refine expansion prioritization.
Explore More
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Pulse Video: Supercharge Your Expansion Revenue with Customer Success Lead Generation
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Blog: How to Unlock Millions of Dollars in Expansion Using Customer Data
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Guide: Net Retention + Expansion: Your Customer Success Revenue Partners
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Research Report: The Customer Expansion Report: Identifying Untapped Opportunities