Imagine this scenario:
You are an avid Gainsight CS user and are thrilled to finally have access to PX telemetry data in your CS instance. Your organization's technical teams integrated PX with CS to get the valuable data flowing and you are downright giddy to get your hands on all that user behavior data. (Okay, maybe not giddy… perhaps I’m the only one who does backflips for data, but maybe you’re someone intrigued?) You login to CS on go-live day eager to view the usage dashboards, and much to your disappointment, no value can be gleaned from the metrics. You’re shown usage data for over 200 product features, with cryptic feature names (“module one-button click- submit” for example). The names are confusing, the data is noisy, and instead of making your day-to-day easier as intended, you’re now facing hours of digging and deciphering to understand what the hell you’re looking at. What a nightmare!
This is a common scenario that can occur as a result of the varied uses for PX data across Product and Customer Success. “module one-button click-submit” makes perfect sense to your Product team and is part of a carefully orchestrated and well thought-out 200+ feature product map. As a CSM however, you are more interested in a finite number of features that are indicative of customer health, retention, and renewal named in a manner that is meaningful to you. Luckily, PX Labels exist for this exact reason! Continue along to find out how to use PX Labels to organize data for Customer Success use without disrupting the Product’s team nomenclature.
Step One: Determine a naming convention that supports Customer Success goals. For instance:
- Identify features that are closely related to customer health as “Golden,” “Sticky,” or “Core”
- Bucket features by proficiency or role (“Beginner,” “Admin”)
- Organize features by their location or purpose (“Navigation,” “Side-Bar,” “Search Tools”)
Step Two: Work with your product team to assign labels to features in PX per the CS naming convention.
- Locate the feature for which you want to apply a label in the PX Product Mapper.
- Select the tag icon an assign the Label of your choice
- More info on using Labels in PX can be found here.
Step Three: Access PX Labels in CS.
- Upon the next daily sync of PX data into CS, the Labels that you assigned will be available in CS. But in order to access the field, you’ll need to create a lookup.
- In CS, navigate to your Adoption Explorer project > Object Configuration > Time Series Object(s) > All Fields in Object
- Locate the Feature ID field and click Lookup
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- Define the lookup with the following parameters:
- Object Type: Standard
- Object: Product
- Field: External ID
Step Four: Use the PX label field in reports and metrics
- When building reports and metrics, you can now access the PX Label field under the Feature ID lookup in the PX Times Series objects
- Filter using the PX Label field to build usage data reports for only features of interest categorized in a meaningful way
With the utilization of PX Labels, the CSM usage data nightmare scenario is transformed into a sweet dream! Now you can build and digest meaningful usage data reports, cut through the noise, and use CS team friendly naming conventions without disrupting the PX product map or Product team nomenclature. It’s a win-win!
How has your organization used PX labels? Share some inspiration below!
