About a year ago, I decided to take up a new hobby- caring for houseplants. I was not blessed with a green thumb and had never been able to keep plants alive before. So, in order to be successful with my new hobby, I had to approach it through thoughtful baby steps. I had to consider what was the most essential skill set to master as a brand new plant parent in order to build the confidence and knowledge necessary to reach peak Plant Mom status. 
Think about the end users embarking on a new journey of becoming proficient in your platform. Their experience is not that different from learning a new skill or hobby, like caring for plants. What is the most important thing for users to master as Novice, Intermediate, and Expert users of your product?
- How do you measure success as users adopt new features?
- How does the user journey tie into Customer Success metrics?
Introducing the User Proficiency Path Framework
This workflow exemplifies the beauty of using PX and CS together to meet your Customer Success goals. Specifically, the matrix provides an understanding of the proxy metrics that tie into retention.
We reviewed the UPPF exercise at length during The Power of Working Better Together with Gainsight PX+CS webinar. Check it out to learn more (and to find out how my plant hobby is going
).
Did you attend the webinar? How do you plan to use the UPPF to develop your PX+CS strategy? Comment below!