Monitor and Refine Usage Insights for Customer Success

Introduction

Regularly monitoring and refining usage insights ensures that your adoption strategies stay aligned with evolving customer needs and business objectives. By tracking engagement with shared insights, gathering feedback, and making data-driven adjustments, you can maximize the impact of your adoption efforts. This article explains how to set up a robust framework to monitor and refine usage insights using Gainsight’s tools.

Step 1: Track Engagement with Shared Insights

Measure how customers interact with the insights you’ve shared to evaluate their effectiveness.

• Monitor Dashboard Engagement: Use Dashboards to track the frequency of dashboard views and report accesses.

• Analyze Email Metrics: Review open rates and click-through rates of reports and recommendations sent via Journey Orchestrator.

• Track In-App Interactions: Use PX to measure engagement with in-app guides and messages.

Step 2: Gather Feedback on Usage Insights

Customer and team feedback provides valuable context for refining your insights.

• Conduct Customer Surveys: Use Surveys to collect customer opinions on the relevance and clarity of shared data.

• Collect CSM Feedback: Gather input from CSMs on the usability and effectiveness of dashboards, reports, and recommendations.

• Host Feedback Sessions: Schedule periodic sessions with customers to discuss their experience with shared insights and areas for improvement.

Step 3: Refine Insights Based on Feedback and Trends

Adjust your adoption strategies to reflect the feedback and engagement data you’ve gathered.

• Update Reports and Dashboards: Revise metrics or visualizations in Dashboards to highlight actionable insights more effectively.

• Refine Recommendation Delivery: Tailor recommendation campaigns in Journey Orchestrator to align with customer preferences and feedback.

• Iterate on In-App Guides: Modify walkthroughs and tooltips in PX to address common customer pain points or questions.

Next Steps for Success

With a process to refine insights in place, direct your efforts toward scaling the impact of these insights. Use automation and advanced analytics to proactively guide customers toward better outcomes. 

Explore More

• Blog: Tracking Product Adoption: A Critical Step to Customer Success

• Guide: Adoption Metrics - Tutorial & Examples

• Support Resource: Dashboards Overview

• Support Resource: Journey Orchestrator Overview