Introduction

Engaging customers effectively requires sharing key data and adoption insights that drive meaningful conversations and informed decision-making. By providing customers with relevant metrics and usage trends, you can enhance their understanding of product value and identify areas for improvement. This article builds on previous discussions about identifying adoption gaps and prepares you for the next step in scaling customer engagement with best practices.

Why does this matter?

Sharing key data and adoption insights with customers is crucial for several reasons:

• Informed decision-making: Customers can make better decisions about product usage and strategy when they have access to relevant data.

• Enhanced customer experience: Providing insights into product usage helps customers understand their engagement levels and areas for improvement.

• Proactive risk management: Identifying adoption risks early allows for timely interventions, reducing the likelihood of churn and increasing customer retention.

How to get started

Step 1: Gather and analyze usage data

1. Identify key metrics: Determine which metrics are most relevant to your customers' success, such as login frequency, feature usage, and engagement levels.

2. Collect data: Use tools like Gainsight PX to gather detailed usage data for each customer.

3. Normalize and segment data: Ensure data is normalized for accurate comparisons and segment customers based on attributes like company size, industry, and license type.

Step 2: Share key data with customers

1. Create dashboards and reports: Develop dashboards and reports in Gainsight that visualize key metrics and usage trends.

2. Schedule regular updates: Set up a regular cadence for sharing these reports with customers, such as monthly or quarterly updates.

3. Customize for each customer: Tailor the insights to each customer's specific context and needs, highlighting relevant data points and recommendations.

Step 3: Enhance customer meetings with adoption metrics

1. Prepare point-in-time metrics: Use Adoption Explorer to generate point-in-time adoption metrics for upcoming customer meetings.

2. Discuss usage data: During meetings, review the adoption metrics with customers, discussing areas of strong usage and potential gaps.

3. Identify actionable insights: Work with customers to identify actionable insights and develop strategies to improve adoption based on the data.

Step 4: Deepen customer dialogue with trending insights

1. Analyze trends: Regularly analyze usage data to identify trends and patterns in customer behavior.

2. Engage in two-way communication: Keep customers informed about any changes or enhancements made as a result of their feedback.

3. Personalize the experience: Share best practices and tailor workflows to meet the specific needs of each customer, ensuring they can achieve their adoption goals.

Gainsight features you'll need

• Gainsight PX or similar tools: For capturing detailed usage data and analyzing feature adoption.

• Dashboards: To create visualizations and share insights with customers.

• Adoption Explorer: To generate point-in-time adoption metrics and analyze trends.

• Journey Orchestrator: To automate the sharing of adoption reports and insights.

What’s next?

With key data and adoption insights in hand, you're well-positioned to scale your customer engagement efforts. Our next article, "Scale customer engagement with best practices" will guide you through implementing best practice guidance via webinars and office hours to further enhance customer success.

Further reading and inspiration

• Blog: Drive product adoption with a multi-channel approach
• Pulse Video: Kobiton's strategies for increasing product usage & customer engagement