Introduction
Product usage data tracks what your customers do with your product, when, and for how long. It contains important insights for post-sales processes, like rapid account provisioning at scale, just-in-time customer messaging, and product usage patterns to gauge customer engagement. By making this data accessible and actionable, you can provide your customer success team with the tools they need to address adoption challenges effectively. This article builds on our previous discussions about boosting feature usage with detailed adoption scores and prepares you for the next steps in driving feature adoption with embedded data and tailored campaigns.
Why does this matter?
Transforming usage data into actionable insights is crucial for several reasons:
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Visibility: Provides a comprehensive view of customer engagement, allowing you to identify trends and potential adoption issues.
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Efficiency: Reduces the time spent gathering information, enabling your team to focus on high-impact activities.
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Customer success: Ensures all customer-facing teams have the most relevant and up-to-date information, improving overall customer experience and retention.
How to get started
Step 1: Gather and organize usage data
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Audit data sources: Ensure you have access to all relevant usage data, including login data, page views, and user actions.
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Normalize data: Standardize the data to make comparisons across different customers and segments easier.
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Integrate data: Use Gainsight's Adoption Explorer to bring all relevant usage data into the platform.
Step 2: Make data accessible in the C360
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Configure C360 layouts: Set up your C360 layouts to include sections for login data, page views, and user actions. Ensure that the most critical data is easily accessible.
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Create reports: Use Report Builder to create reports that visualize key usage metrics. Embed these reports in the C360 to provide a single source of truth.
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Set Up dashboards: Develop dashboards that aggregate usage data across multiple customers, allowing for a high-level view of engagement trends and potential issues.
Step 3: Drive action with insights
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Automate alerts: Use the Rules Engine to set up automated alerts for significant changes in usage patterns, such as a drop in login frequency or feature usage.
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Trigger CTAs: Configure Calls to Action (CTAs) based on usage data to prompt your team to follow up with customers who show signs of declining engagement.
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Enable CSMs: Provide Customer Success Managers (CSMs) with templates and playbooks to help them address specific adoption challenges based on the insights gathered.
Step 4: Continuously monitor and refine
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Track performance: Regularly review the effectiveness of your reports, dashboards, and CTAs. Adjust your strategies based on what’s working and what’s not.
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Gather feedback: Collect feedback from your CSMs and customers to understand the impact of the actionable insights and identify areas for improvement.
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Iterate and improve: Use the feedback and performance data to refine your usage data strategies, ensuring they continue to meet the needs of your team and customers.
Gainsight features you'll need
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Gainsight PX or similar tools: To capture detailed usage data and enhance feature tracking.
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Adoption Explorer: To bring all relevant usage data into Gainsight and analyze feature adoption.
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Report Builder: To create reports that visualize key usage metrics and embed them in the C360.
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C360 Layouts: To configure and display usage data in a single, accessible location.
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Rules Engine: To set up automated alerts and CTAs based on usage data.
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Dashboards: To aggregate and display usage data across multiple customers.
What’s next?
With actionable insights from usage data, you're well-positioned to drive feature adoption through embedded data and tailored campaigns. Our next article, "Drive feature adoption with embedded data and tailored campaigns" will guide you through leveraging these insights to enhance feature adoption and customer engagement.
Further reading and inspiration