Improve Product Adoption | Gainsight Community

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title="Strategic account planning for expansion" topicsCount="4" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Strategic account planning for expansion</span><span class="text--meta">4</span></a></li></ul></li></ul></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-92-item-10" role="option"><div><a id="mega-menu-category-252" track="[object Object]" href="https://communities.gainsight.com/cc-knowledge-base-252" title="CC Knowledge Base" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name"><strong>CC Knowledge Base</strong></span><span class="text--meta"></span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-92-item-11" role="option"><div class="dropdown-container"><button id="knowledgebase-categories-253" aria-haspopup="true" type="button" style="background: none; border: none; font-weight: inherit; display: inline-block; padding: 0px; margin: 0px; cursor: pointer;"> <div><a id="mega-menu-category-253" track="[object Object]" href="https://communities.gainsight.com/getting-started-253" title="Getting Started" isNested class="link--text main-menu-link main-menu-link--category main-menu-link--category--nested"><span class="main-menu-link__name">Getting Started</span><svg width="16" height="16" viewBox="0 0 24 24" class><path d="M10 6L8.59003 7.41L13.17 12L8.59003 16.59L10 18L16 12L10 6Z" fill="currentColor"></path></svg></a></div></button><ul aria-labelledby="knowledgebase-categories-253" Component="ul" tabIndex="-1" role="menu" class="dropdown--forums-overview--nested is-hidden"><li class="dropdown dropdown--forums-overview main-menu-list--overflow-scroll" id="mega-menu-category-dropdown-253"><ul class="main-menu-list"><li class="main-menu-list__item" id="downshift-92-item-25" role="option"><a track="[object Object]" href="https://communities.gainsight.com/general-information-26" title="General information" topicsCount="11" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">General information</span><span class="text--meta">11</span></a></li><li class="main-menu-list__item" id="downshift-92-item-26" role="option"><a track="[object Object]" href="https://communities.gainsight.com/installing-the-customer-community-platform-27" title="Installing the Customer Community Platform" topicsCount="8" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Installing the Customer Community Platform</span><span class="text--meta">8</span></a></li><li class="main-menu-list__item" id="downshift-92-item-27" role="option"><a track="[object Object]" href="https://communities.gainsight.com/guides-tutorials-and-learning-material-28" title="Guides, tutorials and learning material" topicsCount="24" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Guides, 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main-menu-link main-menu-link--category main-menu-link--category--nested"><span class="main-menu-link__name">Content Management</span><svg width="16" height="16" viewBox="0 0 24 24" class><path d="M10 6L8.59003 7.41L13.17 12L8.59003 16.59L10 18L16 12L10 6Z" fill="currentColor"></path></svg></a></div></button><ul aria-labelledby="knowledgebase-categories-254" Component="ul" tabIndex="-1" role="menu" class="dropdown--forums-overview--nested is-hidden"><li class="dropdown dropdown--forums-overview main-menu-list--overflow-scroll" id="mega-menu-category-dropdown-254"><ul class="main-menu-list"><li class="main-menu-list__item" id="downshift-92-item-25" role="option"><a track="[object Object]" href="https://communities.gainsight.com/creating-content-32" title="Creating content" topicsCount="16" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Creating content</span><span class="text--meta">16</span></a></li><li class="main-menu-list__item" id="downshift-92-item-26" role="option"><a track="[object Object]" href="https://communities.gainsight.com/moderating-content-33" title="Moderating content" topicsCount="20" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Moderating content</span><span class="text--meta">20</span></a></li><li class="main-menu-list__item" id="downshift-92-item-27" role="option"><a track="[object Object]" href="https://communities.gainsight.com/highlighting-content-34" title="Highlighting content" topicsCount="4" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Highlighting content</span><span class="text--meta">4</span></a></li><li class="main-menu-list__item" id="downshift-92-item-28" role="option"><a track="[object Object]" href="https://communities.gainsight.com/dealing-with-spam-35" title="Dealing with spam" topicsCount="5" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Dealing with spam</span><span class="text--meta">5</span></a></li><li class="main-menu-list__item" id="downshift-92-item-29" role="option"><a track="[object Object]" href="https://communities.gainsight.com/seo-36" title="SEO" topicsCount="11" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">SEO</span><span class="text--meta">11</span></a></li></ul></li></ul></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-92-item-13" role="option"><div class="dropdown-container"><button id="knowledgebase-categories-255" aria-haspopup="true" type="button" style="background: none; border: none; font-weight: inherit; display: inline-block; padding: 0px; margin: 0px; cursor: pointer;"> <div><a id="mega-menu-category-255" track="[object Object]" href="https://communities.gainsight.com/platform-modules-255" title="Platform Modules" isNested class="link--text main-menu-link main-menu-link--category main-menu-link--category--nested"><span class="main-menu-link__name">Platform Modules</span><svg width="16" height="16" viewBox="0 0 24 24" class><path d="M10 6L8.59003 7.41L13.17 12L8.59003 16.59L10 18L16 12L10 6Z" fill="currentColor"></path></svg></a></div></button><ul aria-labelledby="knowledgebase-categories-255" Component="ul" tabIndex="-1" role="menu" class="dropdown--forums-overview--nested is-hidden"><li class="dropdown dropdown--forums-overview main-menu-list--overflow-scroll" id="mega-menu-category-dropdown-255"><ul class="main-menu-list"><li class="main-menu-list__item" id="downshift-92-item-25" role="option"><a track="[object Object]" href="https://communities.gainsight.com/community-38" title="Community" topicsCount="5" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Community</span><span class="text--meta">5</span></a></li><li class="main-menu-list__item" id="downshift-92-item-26" role="option"><a track="[object Object]" href="https://communities.gainsight.com/knowledge-base-39" title="Knowledge base" topicsCount="7" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Knowledge base</span><span class="text--meta">7</span></a></li><li class="main-menu-list__item" id="downshift-92-item-27" role="option"><a track="[object Object]" href="https://communities.gainsight.com/ideation-40" title="Ideation" topicsCount="15" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Ideation</span><span class="text--meta">15</span></a></li><li class="main-menu-list__item" id="downshift-92-item-28" role="option"><a track="[object Object]" href="https://communities.gainsight.com/events-41" title="Events" topicsCount="9" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Events</span><span class="text--meta">9</span></a></li><li class="main-menu-list__item" id="downshift-92-item-29" role="option"><a track="[object Object]" href="https://communities.gainsight.com/groups-42" title="Groups" topicsCount="17" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Groups</span><span class="text--meta">17</span></a></li><li class="main-menu-list__item" id="downshift-92-item-30" role="option"><a track="[object Object]" href="https://communities.gainsight.com/product-updates-43" title="Product updates" topicsCount="8" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Product updates</span><span class="text--meta">8</span></a></li></ul></li></ul></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-92-item-14" role="option"><div class="dropdown-container"><button id="knowledgebase-categories-256" aria-haspopup="true" type="button" style="background: none; border: none; font-weight: inherit; display: inline-block; padding: 0px; margin: 0px; cursor: pointer;"> <div><a id="mega-menu-category-256" track="[object Object]" href="https://communities.gainsight.com/analytics-reporting-256" title="Analytics & Reporting" isNested class="link--text main-menu-link main-menu-link--category main-menu-link--category--nested"><span class="main-menu-link__name">Analytics & Reporting</span><svg width="16" height="16" viewBox="0 0 24 24" class><path d="M10 6L8.59003 7.41L13.17 12L8.59003 16.59L10 18L16 12L10 6Z" fill="currentColor"></path></svg></a></div></button><ul aria-labelledby="knowledgebase-categories-256" Component="ul" tabIndex="-1" role="menu" class="dropdown--forums-overview--nested is-hidden"><li class="dropdown dropdown--forums-overview main-menu-list--overflow-scroll" id="mega-menu-category-dropdown-256"><ul class="main-menu-list"><li class="main-menu-list__item" id="downshift-92-item-25" role="option"><a track="[object Object]" href="https://communities.gainsight.com/data-catalog-connectors-313" title="Data 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href="https://communities.gainsight.com/google-analytics-47" title="Google Analytics" topicsCount="4" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Google Analytics</span><span class="text--meta">4</span></a></li><li class="main-menu-list__item" id="downshift-92-item-29" role="option"><a track="[object Object]" href="https://communities.gainsight.com/post-field-analysis-48" title="Post Field Analysis" topicsCount="3" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Post Field Analysis</span><span class="text--meta">3</span></a></li></ul></li></ul></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-92-item-15" role="option"><div class="dropdown-container"><button id="knowledgebase-categories-257" aria-haspopup="true" type="button" style="background: none; border: none; font-weight: inherit; display: inline-block; padding: 0px; margin: 0px; cursor: pointer;"> <div><a id="mega-menu-category-257" track="[object Object]" href="https://communities.gainsight.com/users-gamification-activation-257" title="Users, Gamification & Activation" isNested class="link--text main-menu-link main-menu-link--category main-menu-link--category--nested"><span class="main-menu-link__name">Users, Gamification & Activation</span><svg width="16" height="16" viewBox="0 0 24 24" class><path d="M10 6L8.59003 7.41L13.17 12L8.59003 16.59L10 18L16 12L10 6Z" fill="currentColor"></path></svg></a></div></button><ul aria-labelledby="knowledgebase-categories-257" Component="ul" tabIndex="-1" role="menu" class="dropdown--forums-overview--nested is-hidden"><li class="dropdown dropdown--forums-overview main-menu-list--overflow-scroll" id="mega-menu-category-dropdown-257"><ul class="main-menu-list"><li class="main-menu-list__item" id="downshift-92-item-25" role="option"><a track="[object Object]" href="https://communities.gainsight.com/super-user-engagement-60" title="(Super-)user engagement" topicsCount="14" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">(Super-)user engagement</span><span class="text--meta">14</span></a></li><li class="main-menu-list__item" id="downshift-92-item-26" role="option"><a track="[object Object]" href="https://communities.gainsight.com/moderating-users-61" title="Moderating users" topicsCount="6" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Moderating users</span><span class="text--meta">6</span></a></li><li class="main-menu-list__item" id="downshift-92-item-27" role="option"><a track="[object Object]" href="https://communities.gainsight.com/user-roles-permissions-62" title="User roles & permissions" topicsCount="8" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">User roles & permissions</span><span class="text--meta">8</span></a></li><li class="main-menu-list__item" id="downshift-92-item-28" role="option"><a track="[object Object]" href="https://communities.gainsight.com/ranks-63" title="Ranks" topicsCount="5" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Ranks</span><span class="text--meta">5</span></a></li><li class="main-menu-list__item" id="downshift-92-item-29" role="option"><a track="[object Object]" href="https://communities.gainsight.com/badges-64" title="Badges" topicsCount="5" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Badges</span><span class="text--meta">5</span></a></li><li class="main-menu-list__item" id="downshift-92-item-30" role="option"><a track="[object Object]" href="https://communities.gainsight.com/registration-login-sso-65" title="Registration, Login, SSO" topicsCount="6" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Registration, Login, SSO</span><span class="text--meta">6</span></a></li><li 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class="main-menu-link__name">Customization & Integrations</span><svg width="16" height="16" viewBox="0 0 24 24" class><path d="M10 6L8.59003 7.41L13.17 12L8.59003 16.59L10 18L16 12L10 6Z" fill="currentColor"></path></svg></a></div></button><ul aria-labelledby="knowledgebase-categories-258" Component="ul" tabIndex="-1" role="menu" class="dropdown--forums-overview--nested is-hidden"><li class="dropdown dropdown--forums-overview main-menu-list--overflow-scroll" id="mega-menu-category-dropdown-258"><ul class="main-menu-list"><li class="main-menu-list__item" id="downshift-92-item-25" role="option"><a track="[object Object]" href="https://communities.gainsight.com/homepage-50" title="Homepage" topicsCount="7" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Homepage</span><span class="text--meta">7</span></a></li><li class="main-menu-list__item" id="downshift-92-item-26" role="option"><a track="[object Object]" href="https://communities.gainsight.com/platform-styling-51" title="Platform Styling" topicsCount="22" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Platform Styling</span><span class="text--meta">22</span></a></li><li class="main-menu-list__item" id="downshift-92-item-27" role="option"><a track="[object Object]" href="https://communities.gainsight.com/phrases-52" title="Phrases" topicsCount="9" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Phrases</span><span class="text--meta">9</span></a></li><li class="main-menu-list__item" id="downshift-92-item-28" role="option"><a track="[object Object]" href="https://communities.gainsight.com/languages-278" title="Languages" topicsCount="5" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Languages</span><span class="text--meta">5</span></a></li><li class="main-menu-list__item" id="downshift-92-item-29" role="option"><a track="[object Object]" href="https://communities.gainsight.com/sso-53" title="SSO" topicsCount="13" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">SSO</span><span class="text--meta">13</span></a></li><li class="main-menu-list__item" id="downshift-92-item-30" role="option"><a track="[object Object]" href="https://communities.gainsight.com/integrations-54" title="Integrations" topicsCount="23" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Integrations</span><span class="text--meta">23</span></a></li><li class="main-menu-list__item" id="downshift-92-item-85" role="option"><a track="[object Object]" href="https://communities.gainsight.com/api-55" title="API" topicsCount="10" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">API</span><span class="text--meta">10</span></a></li><li class="main-menu-list__item" id="downshift-92-item-93" role="option"><a track="[object Object]" href="https://communities.gainsight.com/emails-56" title="Emails" topicsCount="6" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Emails</span><span class="text--meta">6</span></a></li><li class="main-menu-list__item" id="downshift-92-item-94" role="option"><a track="[object Object]" href="https://communities.gainsight.com/third-party-scripts-57" title="Third-party Scripts" topicsCount="3" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Third-party Scripts</span><span class="text--meta">3</span></a></li><li class="main-menu-list__item" id="downshift-92-item-95" role="option"><a track="[object Object]" href="https://communities.gainsight.com/embeddable-widgets-58" title="Embeddable Widgets" topicsCount="18" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Embeddable Widgets</span><span 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and Analyze Customer Usage Data","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">A comprehensive understanding of how your customers use your product is foundational for driving adoption and identifying opportunities for improvement. Gathering and analyzing usage data allows you to uncover underutilized areas and establish a strong basis for proactive engagement. This article will guide you through the process of collecting, segmenting, and visualizing customer usage data using Gainsight\u2019s tools.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Collect Key Usage Metrics<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Start by collecting data that highlights how your customers interact with your product.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Track Logins and Engagement Levels<\/strong><\/span><span style=\"color:#000000;\">: Use tools like\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to track metrics such as Monthly Active Users (MAU) and login frequency.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Measure Feature Usage<\/strong><\/span><span style=\"color:#000000;\">: Identify which product features are used most frequently by customers and track engagement over time.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Incorporate Product Analytics<\/strong><\/span><span style=\"color:#000000;\">: Stream data into Gainsight to ensure real-time insights into usage patterns and trends using <\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\">.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Normalize and Segment Data<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Normalized and segmented data provides actionable insights that are easier to interpret.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Standardize Metrics<\/strong><\/span><span style=\"color:#000000;\">: Ensure consistency across usage metrics by using\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Data_Designer\/About\/Data_Designer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Data Designer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to create uniform datasets.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Segment Customers by Attributes<\/strong><\/span><span style=\"color:#000000;\">: Group customers based on attributes like license type, industry, ARR, or feature usage to identify trends and outliers.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Use Dynamic Segmentation<\/strong><\/span><span style=\"color:#000000;\">: Create custom rules in the\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><strong><u>Rules Engine<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to dynamically adjust customer segments as new data is collected.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Visualize Usage Data Trends<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Effective visualization makes it easier to spot adoption gaps and trends.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Build Dashboards<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to display trends such as MAU, feature adoption rates, and engagement scores.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Enable Role-Specific Insights<\/strong><\/span><span style=\"color:#000000;\">: Customize dashboards to provide relevant data for CSMs, managers, and executives.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Highlight Gaps<\/strong><\/span><span style=\"color:#000000;\">: Identify underutilized features or inactive customers through adoption trend reports.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>What\u2019s Next?<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">With your usage data gathered, normalized, and visualized, you\u2019re ready to dive deeper into analyzing adoption gaps and opportunities. The next article, <\/span><a href=\"https:\/\/communities.gainsight.com\/identify-and-address-adoption-gaps-282\/pinpoint-adoption-gaps-across-features-and-segments-26755\"><span style=\"color:#1155cc;\"><u>Pinpoint Adoption Gaps Across Features and Segments<\/u><\/span><\/a><span style=\"color:#000000;\">, will guide you through identifying specific areas to focus on for improving product adoption.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide: <\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog: <\/span><a href=\"https:\/\/www.gainsight.com\/blog\/5-product-adoption-challenges-and-how-to-solve-them\/\"><span style=\"color:#1155cc;\"><u>5 Product Adoption Challenges and How to Solve Them<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Pulse Video: <\/span><a href=\"https:\/\/pulselibrary.gainsight.com\/video\/building-programs-that-drive-adoption-at-scale\"><span style=\"color:#1155cc;\"><u>Building Programs That Drive Adoption at Scale<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#000000;\">Support Resource:\u00a0<\/span><span style=\"color:#1155cc;\"><u>Adoption Explorer Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Identify and Address Adoption Gaps","categoryId":"282","contentType":"article","featuredImage":"","likes":0,"views":11,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T11:44:57+01:00","lastActivityAt":"2025-01-01T11:44:57+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"CRAWL","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/identify-and-address-adoption-gaps-282","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/identify-and-address-adoption-gaps-282\/pinpoint-adoption-gaps-across-features-and-segments-26755"},"id":"3176","publicId":"26755","title":"Pinpoint Adoption Gaps Across Features and Segments","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Identifying adoption gaps across features and customer segments is critical to improving product engagement and usage. By analyzing feature-level data and comparing trends across different segments, you can uncover areas where adoption efforts are needed the most. This article guides you through leveraging Gainsight\u2019s tools to pinpoint these gaps effectively.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Conduct Feature-Level Analysis<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Analyze how customers engage with specific features to identify underutilized areas.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Measure Feature Engagement<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to track feature-level adoption and usage rates.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Spot Key Usage Patterns<\/strong><\/span><span style=\"color:#000000;\">: Identify which features drive the most engagement and which are underutilized.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Highlight Critical Features<\/strong><\/span><span style=\"color:#000000;\">: Prioritize features critical to customer success but showing low adoption rates.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Compare Usage Trends Across Segments<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Segment analysis provides deeper insights into customer behavior.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Segment Customers by Attributes<\/strong><\/span><span style=\"color:#000000;\">: Group customers based on ARR, industry, license type, or geography using\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Data_Designer\/About\/Data_Designer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Data Designer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Benchmark Adoption Trends<\/strong><\/span><span style=\"color:#000000;\">: Compare adoption metrics within segments to identify outliers or patterns.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Assess Engagement Levels by Segment<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to visualize and compare adoption trends across segments.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Identify White Space Opportunities<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Leverage your analysis to uncover cross-functional or expansion opportunities.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Discover Cross-Departmental Gaps<\/strong><\/span><span style=\"color:#000000;\">: Use insights from\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to identify customers with unengaged teams or departments.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Highlight Expansion Potential<\/strong><\/span><span style=\"color:#000000;\">: Pinpoint customers who could benefit from additional features or licenses based on their current usage.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Develop Actionable Insights<\/strong><\/span><span style=\"color:#000000;\">: Generate reports in\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Reports and Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to guide CSMs on targeting these opportunities.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>What\u2019s Next?<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">After identifying adoption gaps across features and segments, it\u2019s time to take proactive action. The next article, <\/span><a href=\"https:\/\/communities.gainsight.com\/identify-and-address-adoption-gaps-282\/take-action-on-adoption-gaps-with-ctas-and-playbooks-26754\"><span style=\"color:#1155cc;\"><u>Take Action on Adoption Gaps with CTAs and Playbooks<\/u><\/span><\/a><span style=\"color:#000000;\">, will guide you through addressing these gaps systematically and effectively.<\/span><\/p><p style=\"text-align:justify;\">\u00a0<\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide: <\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/product-stickiness\/\"><span style=\"color:#1155cc;\"><u>Product Stickiness - Tutorial &amp; Best Practices<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog:<\/span><span style=\"color:#000000;\"> <\/span><a href=\"https:\/\/www.gainsight.com\/blog\/3-tips-for-getting-started-with-product-usage-data\/\"><span style=\"color:#1155cc;\"><u>3 Tips for Getting Started with Product Usage Data<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource:<\/span><span style=\"color:#000000;\"> <\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/Admin_Guides\/Adoption_Explorer_Functions\"><span style=\"color:#1155cc;\"><u>Adoption Explorer Functions<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Identify and Address Adoption Gaps","categoryId":"282","contentType":"article","featuredImage":"","likes":0,"views":7,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T11:42:47+01:00","lastActivityAt":"2025-01-01T11:42:47+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"CRAWL","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/identify-and-address-adoption-gaps-282","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/identify-and-address-adoption-gaps-282\/take-action-on-adoption-gaps-with-ctas-and-playbooks-26754"},"id":"3175","publicId":"26754","title":"Take Action on Adoption Gaps with CTAs and Playbooks","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Addressing adoption gaps requires targeted and structured interventions. By leveraging Gainsight\u2019s tools like CTAs and Playbooks, you can ensure consistent follow-ups and effective engagement strategies. This article explains how to create actionable CTAs and deploy Playbooks to address low adoption, ensuring proactive customer management.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Create CTAs to Address Low Adoption<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">CTAs enable your team to follow up on adoption gaps systematically.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Configure Adoption CTAs<\/strong><\/span><span style=\"color:#000000;\">: Use the\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><strong><u>Rules Engine<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to trigger CTAs based on adoption metrics such as low feature usage or declining engagement.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Prioritize CTAs<\/strong><\/span><span style=\"color:#000000;\">: Assign priorities to CTAs (e.g., \u201cCritical,\u201d \u201cModerate\u201d) to ensure timely action on high-impact accounts.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Assign Relevant Owners<\/strong><\/span><span style=\"color:#000000;\">: Automatically assign CTAs to the appropriate CSMs to drive accountability and ownership.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Deploy Playbooks for Targeted Engagement<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Playbooks provide step-by-step guidance to address specific adoption challenges.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Customize Playbooks<\/strong><\/span><span style=\"color:#000000;\">: Create Playbooks tailored for scenarios like low feature adoption or onboarding challenges using\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/04Cockpit_and_Playbooks\/00Cockpit_Horizon_Experience\/Admin_Guides\/How_to_Create_Playbooks\"><span style=\"color:#1155cc;\"><strong><u>Playbooks<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Include Resources in Playbooks<\/strong><\/span><span style=\"color:#000000;\">: Attach resources like email templates, training materials, or FAQs to streamline customer communication.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Enable Cross-Team Collaboration<\/strong><\/span><span style=\"color:#000000;\">: Define clear roles for cross-functional teams (e.g., CS, Support) within the Playbook to ensure consistent execution.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Automate CTA and Playbook Deployment<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Automation ensures adoption gaps are addressed promptly and consistently.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Set Trigger Rules<\/strong><\/span><span style=\"color:#000000;\">: Use the\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><strong><u>Rules Engine<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to automate the deployment of CTAs and Playbooks based on health scores or feature usage thresholds.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Align Automation with Priorities<\/strong><\/span><span style=\"color:#000000;\">: Customize rules to trigger different Playbooks for high-priority accounts versus moderate-priority ones.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Track Execution in Timeline<\/strong><\/span><span style=\"color:#000000;\">: Log all CTA and Playbook actions in the\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Timeline\/02User_Guides\/Log_Activities_to_Timeline\"><span style=\"color:#1155cc;\"><strong><u>Timeline<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to maintain a record of completed tasks and outcomes.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>What\u2019s Next?<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">With a system of CTAs and Playbooks in place, your team is well-equipped to address adoption challenges proactively. Remember to regularly refine these tools based on performance feedback to maximize their effectiveness.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/putting-your-customer-health-scores-to-work\/\"><span style=\"color:#1155cc;\"><u>How to Manage Customer Health Scores<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/04Cockpit_and_Playbooks\/00Cockpit_Horizon_Experience\/Admin_Guides\/How_to_Create_Playbooks\"><span style=\"color:#1155cc;\"><u>How to Create Playbooks<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><u>Rules Engine Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Identify and Address Adoption Gaps","categoryId":"282","contentType":"article","featuredImage":"","likes":0,"views":6,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T11:41:14+01:00","lastActivityAt":"2025-01-01T11:41:14+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"WALK","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/identify-and-address-adoption-gaps-282","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/identify-and-address-adoption-gaps-282\/continuously-monitor-and-refine-adoption-strategies-26753"},"id":"3174","publicId":"26753","title":"Continuously Monitor and Refine Adoption Strategies","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Improving product adoption is an ongoing process that requires regular monitoring and adjustments. By tracking adoption metrics, analyzing outcomes, and refining strategies based on real-time insights, your team can proactively address challenges and maximize engagement. This article will guide you through setting up a robust framework for monitoring and refining adoption efforts using Gainsight\u2019s tools.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Track Adoption Metrics with Dashboards<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Dashboards provide visibility into key adoption metrics, helping teams track progress and identify areas of concern.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Monitor Usage Trends<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to visualize metrics such as Monthly Active Users (MAU), feature adoption rates, and engagement scores.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Highlight At-Risk Accounts<\/strong><\/span><span style=\"color:#000000;\">: Create views that spotlight accounts with declining health scores or low feature usage for targeted interventions.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Share Insights Across Teams<\/strong><\/span><span style=\"color:#000000;\">: Enable cross-functional alignment by sharing dashboards with teams like Product, Support, and Sales for collaborative action.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Analyze Feedback and Outcomes<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Analyzing outcomes ensures that your adoption strategies are data-driven and customer-focused.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Evaluate Playbook Effectiveness<\/strong><\/span><span style=\"color:#000000;\">: Review which steps in Playbooks have the highest success rates and refine those that underperform using\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/04Cockpit_and_Playbooks\/00Cockpit_Horizon_Experience\/Admin_Guides\/How_to_Create_Playbooks\"><span style=\"color:#1155cc;\"><strong><u>Playbooks<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Gather Customer Feedback<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/06Surveys\/01About\/Surveys_Overview\"><span style=\"color:#1155cc;\"><strong><u>Surveys<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to understand customer experiences and adoption challenges, ensuring their voices inform your strategies.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Analyze CSM Input<\/strong><\/span><span style=\"color:#000000;\">: Collect feedback from CSMs about the usability of dashboards, CTAs, and Playbooks to identify improvement areas.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Refine Strategies Based on Insights<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Refining strategies ensures your adoption efforts stay aligned with evolving customer needs and business goals.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Adjust Adoption Metrics<\/strong><\/span><span style=\"color:#000000;\">: Modify health score thresholds or feature adoption goals using\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/05Scorecards\/01About\/Scorecards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Scorecards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to better reflect customer behaviors.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Iterate on Playbooks and CTAs<\/strong><\/span><span style=\"color:#000000;\">: Update Playbooks with new resources or steps based on feedback and data trends. Use the\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><strong><u>Rules Engine<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to automate these updates for consistency.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Reassess Goals Periodically<\/strong><\/span><span style=\"color:#000000;\">: Schedule quarterly reviews of adoption strategies to ensure alignment with broader customer success objectives.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/how-to-measure-product-adoption-using-product-analytics\/\"><span style=\"color:#1155cc;\"><u>How to Measure Product Adoption Using Product Analytics<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/05Scorecards\/01About\/Scorecards_Overview\"><span style=\"color:#1155cc;\"><u>Scorecards Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><u>Rules Engine Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Identify and Address Adoption Gaps","categoryId":"282","contentType":"article","featuredImage":"","likes":0,"views":3,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T11:39:43+01:00","lastActivityAt":"2025-01-01T11:39:43+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"RUN","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false}],"283":[{"categoryUrl":"https:\/\/communities.gainsight.com\/drive-feature-adoption-283","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/drive-feature-adoption-283\/define-metrics-and-thresholds-to-measure-feature-adoption-26757"},"id":"3178","publicId":"26757","title":"Define Metrics and Thresholds to Measure Feature Adoption","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Measuring feature adoption effectively requires setting clear metrics and thresholds to track customer engagement and identify improvement opportunities. Defining these metrics ensures that your team can monitor feature usage, identify at-risk accounts, and prioritize actions to drive adoption. This article guides you through defining and implementing feature adoption metrics using Gainsight\u2019s tools.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Identify High-Value Features<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Begin by pinpointing the features that are critical to customer success and adoption goals.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Determine Critical Features<\/strong><\/span><span style=\"color:#000000;\">: Collaborate with Product and Customer Success teams to identify features that drive customer outcomes.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Map Features to Goals<\/strong><\/span><span style=\"color:#000000;\">: Align high-value features with customer objectives, such as onboarding success or advanced functionality utilization.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Use Product Analytics<\/strong><\/span><span style=\"color:#000000;\">: Leverage <\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\"> to analyze historical usage data and identify which features deliver the most value.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Define Usage Thresholds<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Establish thresholds for healthy, at-risk, and critical usage levels to categorize feature engagement.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Set Baselines for Healthy Usage<\/strong><\/span><span style=\"color:#000000;\">: Use historical data to determine average engagement rates for each feature and set these as baselines.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Create Risk Categories<\/strong><\/span><span style=\"color:#000000;\">: Define thresholds for \u201cAt-Risk\u201d and \u201cCritical\u201d usage to flag accounts requiring immediate intervention.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Leverage Scorecards<\/strong><\/span><span style=\"color:#000000;\">: Configure thresholds in\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/05Scorecards\/01About\/Scorecards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Scorecards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to monitor adoption health in real-time.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Develop Breadth and Depth Metrics<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Track adoption across both breadth (number of users engaging with features) and depth (frequency of usage).<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Measure Breadth of Adoption<\/strong><\/span><span style=\"color:#000000;\">: Use<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#000000;\"> <\/span><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to track the percentage of users engaging with each feature across your customer base.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Assess Depth of Usage<\/strong><\/span><span style=\"color:#000000;\">: Analyze how frequently key features are being used by active users to gauge deeper engagement.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Monitor Changes Over Time<\/strong><\/span><span style=\"color:#000000;\">: Create reports to compare breadth and depth metrics monthly, identifying trends or sudden shifts.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">With clear metrics and thresholds established, focus on promoting engagement. The next step is to design and launch campaigns that guide customers toward meaningful feature adoption, ensuring they realize the full value of your product.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/product-stickiness\/\"><span style=\"color:#1155cc;\"><u>Product Stickiness - Tutorial &amp; Best Practices<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/measure-and-improve-user-adoption\/\"><span style=\"color:#1155cc;\"><u>How to Measure and Improve User Adoption<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/05Scorecards\/01About\/Scorecards_Overview\"><span style=\"color:#1155cc;\"><u>Scorecards Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/Admin_Guides\/Adoption_Explorer_Functions\"><span style=\"color:#1155cc;\"><u>Adoption Explorer Functions<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Drive Feature Adoption","categoryId":"283","contentType":"article","featuredImage":"","likes":0,"views":17,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:01:42+01:00","lastActivityAt":"2025-01-01T12:01:42+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"CRAWL","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/drive-feature-adoption-283","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/drive-feature-adoption-283\/launch-targeted-campaigns-to-promote-feature-adoption-26758"},"id":"3179","publicId":"26758","title":"Launch Targeted Campaigns to Promote Feature Adoption","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Driving feature adoption requires proactive outreach tailored to customer needs and behaviors. Targeted campaigns enable your team to guide customers toward deeper engagement with high-value features, ensuring they derive maximum value from your product. This article provides a step-by-step guide to designing and executing campaigns using Gainsight\u2019s tools.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Identify Campaign Goals and Target Segments<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Define clear objectives and the audience for your feature adoption campaigns.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Set Adoption Goals<\/strong><\/span><span style=\"color:#000000;\">: Align campaigns with specific goals, such as onboarding new users to key features or increasing engagement with underutilized functionalities.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Segment Your Audience<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Data_Designer\/About\/Data_Designer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Data Designer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to group customers by attributes like license type, ARR, or feature usage patterns.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Prioritize High-Value Accounts<\/strong><\/span><span style=\"color:#000000;\">: Focus on segments where adoption improvements will have the most significant business impact.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Design Campaign Content and Messaging<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Craft engaging content tailored to the needs and preferences of your target audience.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Highlight Feature Benefits<\/strong><\/span><span style=\"color:#000000;\">: Clearly explain how the feature addresses customer pain points or achieves their goals.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Personalize Messaging<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to personalize emails based on customer roles or usage behaviors.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Incorporate Visual Aids<\/strong><\/span><span style=\"color:#000000;\">: Include links to tutorials, webinars, or in-app guides created using <\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\"> to enhance customer understanding.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Automate Campaign Execution<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Leverage automation to ensure consistent delivery and follow-up for your campaigns.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Set Up Automated Journeys<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to schedule campaign emails and track customer responses.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Trigger In-App Messages<\/strong><\/span><span style=\"color:#000000;\">: Deploy contextual in-app messages through <\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\"> to guide users as they interact with features.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Track Engagement Metrics<\/strong><\/span><span style=\"color:#000000;\">: Monitor open rates, click-through rates, and feature engagement metrics using Dashboards to evaluate campaign success.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">After launching campaigns, focus on equipping users with resources to deepen feature engagement. Develop tutorials, webinars, and in-app guides tailored to their specific needs.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/communities.gainsight.com\/deliver-customer-success-9\/the-art-of-personalization-at-scale-23699\"><span style=\"color:#1155cc;\"><u>The Art of Personalization at Scale<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/drive-product-adoption-with-a-multi-channel-approach\/\"><span style=\"color:#1155cc;\"><u>Drive Product Adoption with a Multi-Channel Approach<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><u>Journey Orchestrator Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">: <a href=\"https:\/\/www.gainsight.com\/blog\/how-to-create-targeted-in-app-messages-with-gainsight-px\/\">PX for In-App Messaging<\/a><\/span><\/p>\t<\/li><\/ul>","categoryName":"Drive Feature Adoption","categoryId":"283","contentType":"article","featuredImage":"","likes":0,"views":5,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:03:53+01:00","lastActivityAt":"2025-01-01T12:03:53+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"CRAWL","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/drive-feature-adoption-283","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/drive-feature-adoption-283\/use-enablement-resources-to-drive-feature-utilization-26759"},"id":"3180","publicId":"26759","title":"Use Enablement Resources to Drive Feature Utilization","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Providing customers with the right resources at the right time is critical for driving feature adoption and ensuring they realize the full value of your product. Enablement resources such as tutorials, webinars, and in-app guides empower users to overcome challenges and maximize their engagement with key features. This article outlines how to create and deliver impactful enablement materials using Gainsight\u2019s tools.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Develop High-Quality Enablement Resources<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Create comprehensive and user-friendly materials that address customer needs and encourage deeper feature adoption.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Design Tutorials and Guides<\/strong><\/span><span style=\"color:#000000;\">: Develop detailed written and video tutorials that walk users through key features. Incorporate step-by-step instructions and practical use cases.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Host Interactive Webinars<\/strong><\/span><span style=\"color:#000000;\">: Use webinars to showcase advanced feature use cases and answer customer questions in real-time.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Create Role-Specific Resources<\/strong><\/span><span style=\"color:#000000;\">: Tailor enablement materials to customer roles (e.g., administrators, end-users) to ensure relevance and effectiveness.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Deliver Enablement Content Effectively<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Ensure that customers can easily access and utilize the enablement resources you\u2019ve created.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Use In-App Guidance<\/strong><\/span><span style=\"color:#000000;\">: Leverage <\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\"> to deliver contextual in-app messages and walkthroughs during key customer interactions.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Distribute Resources via Email Campaigns<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to share tutorials, guides, and webinar recordings with targeted customer segments.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Centralize Materials in a Knowledge Hub<\/strong><\/span><span style=\"color:#000000;\">: Organize all resources in a searchable hub or knowledge base for easy customer access.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Measure Engagement and Effectiveness<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Track the performance of your enablement resources to understand their impact and identify improvement opportunities.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Monitor Resource Usage<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to track engagement metrics like video views, in-app message clicks, and webinar attendance.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Gather Customer Feedback<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/06Surveys\/01About\/Surveys_Overview\"><span style=\"color:#1155cc;\"><strong><u>Surveys<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to collect insights on the usefulness of resources and suggestions for improvement.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Refine Resources Based on Data<\/strong><\/span><span style=\"color:#000000;\">: Update materials regularly based on usage metrics and feedback to ensure they remain relevant and effective.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">With resources in place, the next step is to implement advanced strategies. Leverage champions and predictive insights to drive long-term, expanded adoption across teams.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/product-stickiness\/\"><span style=\"color:#1155cc;\"><u>Product Stickiness - Tutorial &amp; Best Practices<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/communities.gainsight.com\/deliver-customer-success-9\/the-art-of-personalization-at-scale-23699\"><span style=\"color:#1155cc;\"><u>The Art of Personalization at Scale<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">: <\/span><a href=\"https:\/\/www.gainsight.com\/product-experience\/\"><span style=\"color:#1155cc;\"><u>PX Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><u>Journey Orchestrator Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Drive Feature Adoption","categoryId":"283","contentType":"article","featuredImage":"","likes":0,"views":2,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:05:03+01:00","lastActivityAt":"2025-01-01T12:05:03+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"WALK","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/drive-feature-adoption-283","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/drive-feature-adoption-283\/implement-advanced-strategies-to-deepen-feature-adoption-26760"},"id":"3181","publicId":"26760","title":"Implement Advanced Strategies to Deepen Feature Adoption","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Driving long-term feature adoption requires advanced strategies that go beyond basic enablement. By identifying champions, leveraging predictive analytics, and collaborating across teams, you can ensure sustained engagement and broader adoption of key features. This article outlines advanced techniques to deepen feature usage and unlock the full potential of your product.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Identify and Empower Champions<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Champions play a critical role in promoting feature adoption within their organizations.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Spot Power Users<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to identify customers who frequently engage with high-value features.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Provide Exclusive Training<\/strong><\/span><span style=\"color:#000000;\">: Offer champions advanced training sessions and resources to deepen their expertise.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Encourage Internal Advocacy<\/strong><\/span><span style=\"color:#000000;\">: Equip champions with materials like best practice guides and case studies to help them promote feature adoption within their teams.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Leverage Predictive Analytics for Proactive Engagement<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Use data-driven insights to anticipate customer needs and drive targeted interventions.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Predict Adoption Patterns<\/strong><\/span><span style=\"color:#000000;\">: Apply\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><strong><u>Predictive Analytics<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to identify accounts most likely to adopt advanced features.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Segment Customers for Targeted Outreach<\/strong><\/span><span style=\"color:#000000;\">: Group customers based on adoption likelihood and engagement scores to tailor engagement efforts.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Trigger Proactive Campaigns<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to deliver timely and personalized messages encouraging feature exploration.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Collaborate Across Teams to Drive Adoption<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Cross-functional collaboration ensures alignment and a cohesive approach to driving adoption.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Partner with Product Teams<\/strong><\/span><span style=\"color:#000000;\">: Share insights on underutilized features with Product teams to guide roadmap prioritization.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Engage Customer Support<\/strong><\/span><span style=\"color:#000000;\">: Ensure Support teams are equipped with resources to assist customers in adopting advanced features.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Host Cross-Departmental Workshops<\/strong><\/span><span style=\"color:#000000;\">: Organize workshops that bring together CS, Product, and Support teams to align strategies and share best practices.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 4: Expand Adoption Across Customer Teams<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Promote feature adoption beyond primary users to reach broader teams within customer organizations.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Identify Untapped Teams<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to identify departments or roles with low engagement.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Deliver Team-Specific Campaigns<\/strong><\/span><span style=\"color:#000000;\">: Design campaigns targeted at these untapped teams using<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#000000;\"> <\/span><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Encourage Multi-Department Collaboration<\/strong><\/span><span style=\"color:#000000;\">: Facilitate inter-departmental training sessions to ensure cohesive adoption efforts.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Having implemented advanced strategies, ensure continuous improvement by tracking adoption metrics and refining your efforts. Regularly evaluate feature usage and update strategies based on insights.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/how-to-drive-adoption-with-digital-user-journeys\/\"><span style=\"color:#1155cc;\"><u>How to Drive Adoption with Digital User Journeys<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Pulse Video<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/pulselibrary.gainsight.com\/video\/building-programs-that-drive-adoption-at-scale\"><span style=\"color:#1155cc;\"><u>Building Programs That Drive Adoption at Scale<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><u>Adoption Explorer Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><u>Journey Orchestrator Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Drive Feature Adoption","categoryId":"283","contentType":"article","featuredImage":"","likes":0,"views":14,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:06:30+01:00","lastActivityAt":"2025-01-01T12:06:30+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"WALK","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/drive-feature-adoption-283","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/drive-feature-adoption-283\/track-and-refine-feature-adoption-efforts-26761"},"id":"3182","publicId":"26761","title":"Track and Refine Feature Adoption Efforts","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Feature adoption is an ongoing process that requires continuous tracking and refinement. Monitoring key metrics, gathering feedback, and iterating on adoption strategies ensures your efforts remain aligned with customer needs and business goals. This article outlines how to track adoption progress and refine your approach using Gainsight\u2019s tools.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Monitor Feature Adoption Metrics<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Tracking the right metrics is essential for understanding adoption trends and identifying areas for improvement.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Track Breadth and Depth Metrics<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to monitor the percentage of users engaging with each feature (breadth) and their frequency of usage (depth).<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Create Adoption Dashboards<\/strong><\/span><span style=\"color:#000000;\">: Build\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to visualize feature adoption trends across accounts, segments, or time periods.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Highlight At-Risk Features<\/strong><\/span><span style=\"color:#000000;\">: Identify features with declining or stagnant usage to prioritize interventions.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Collect Feedback from Stakeholders<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Feedback from customers and internal teams provides valuable insights to guide adoption strategies.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Conduct Customer Surveys<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/06Surveys\/01About\/Surveys_Overview\"><span style=\"color:#1155cc;\"><strong><u>Surveys<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to collect feedback on feature usability, adoption challenges, and improvement suggestions.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Leverage CSM Insights<\/strong><\/span><span style=\"color:#000000;\">: Gather feedback from CSMs on customer adoption challenges and the effectiveness of current resources or campaigns.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Engage Product Teams<\/strong><\/span><span style=\"color:#000000;\">: Share adoption trends and feedback with Product teams to align feature enhancements with customer needs.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Refine Adoption Strategies<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Use insights from tracking and feedback to refine your feature adoption efforts.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Update Playbooks<\/strong><\/span><span style=\"color:#000000;\">: Enhance Playbooks with new steps or resources based on recurring adoption challenges identified through tracking. Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/04Cockpit_and_Playbooks\/00Cockpit_Horizon_Experience\/Admin_Guides\/How_to_Create_Playbooks\"><span style=\"color:#1155cc;\"><strong><u>Playbooks<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to guide CSMs in addressing these challenges.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Adjust Campaign Messaging<\/strong><\/span><span style=\"color:#000000;\">: Revise messaging in\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> campaigns to better address customer needs and highlight feature benefits.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Reevaluate Metrics and Thresholds<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/05Scorecards\/01About\/Scorecards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Scorecards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to adjust adoption metrics and thresholds based on observed trends and evolving customer behaviors.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">With adoption strategies refined, focus on empowering customers with actionable insights. Use data to guide them toward optimized usage and improved adoption outcomes, transitioning into the next phase of customer success.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/tracking-product-adoption\/\"><span style=\"color:#1155cc;\"><u>Tracking Product Adoption: A Critical Step to Customer Success<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><u>Dashboards Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/04Cockpit_and_Playbooks\/00Cockpit_Horizon_Experience\/About\/CTAs%2C_Tasks%2C_and_Playbooks_Overview\"><span style=\"color:#1155cc;\"><u>Playbooks Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Drive Feature Adoption","categoryId":"283","contentType":"article","featuredImage":"","likes":0,"views":8,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:10:10+01:00","lastActivityAt":"2025-01-01T12:10:10+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"RUN","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false}],"284":[{"categoryUrl":"https:\/\/communities.gainsight.com\/empower-customers-with-usage-insights-284","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/empower-customers-with-usage-insights-284\/share-usage-trends-to-build-customer-awareness-26762"},"id":"3183","publicId":"26762","title":"Share Usage Trends to Build Customer Awareness","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Sharing meaningful usage insights with customers is essential for driving awareness and engagement. By providing clear visibility into adoption trends, you empower customers to understand their usage patterns and make informed decisions. This article outlines how to generate and share usage trends using Gainsight\u2019s tools to enhance customer awareness.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Generate Usage Trend Reports<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Start by creating reports that provide actionable insights into customer engagement.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Highlight Key Metrics<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to track metrics like Monthly Active Users (MAU), feature adoption rates, and login frequency.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Segment Usage Data<\/strong><\/span><span style=\"color:#000000;\">: Leverage\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Data_Designer\/About\/Data_Designer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Data Designer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to group data by customer attributes such as ARR, industry, or license type.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Visualize Trends<\/strong><\/span><span style=\"color:#000000;\">: Build\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to present trends in an easily digestible format for customers.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Share Insights Through Automated Updates<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Ensure customers receive regular updates about their usage trends to stay informed.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Automate Email Reports<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to send recurring email updates with usage reports tailored to each customer.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Embed Insights in Success Snapshots<\/strong><\/span><span style=\"color:#000000;\">: Add usage trends to\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Success_Snapshots\/About\/Overview_of_Success_Snapshots\"><span style=\"color:#1155cc;\"><strong><u>Success Snapshots<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to share during Executive Business Reviews (EBRs) or key meetings.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Enable Self-Serve Dashboards<\/strong><\/span><span style=\"color:#000000;\">: Provide customers with access to shared dashboards, ensuring they can view their data in real-time.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Provide Benchmarks and Context<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Contextualizing data helps customers better understand their performance and areas for improvement.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Offer Comparative Benchmarks<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to show how a customer\u2019s metrics compare to industry averages or similar segments.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Highlight Opportunities for Growth<\/strong><\/span><span style=\"color:#000000;\">: Identify and call out features with potential for increased usage to encourage further exploration.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Personalize Recommendations<\/strong><\/span><span style=\"color:#000000;\">: Tailor insights and suggestions based on the customer\u2019s role, goals, and current engagement patterns.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">With usage trends shared, focus on guiding customers to interpret these insights effectively. Provide training and self-help resources that enable them to act on the data and optimize adoption.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/the-what-why-and-how-of-customer-adoption\/\"><span style=\"color:#1155cc;\"><u>The What, Why, and How of Customer Adoption<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><u>Adoption Explorer Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><u>Journey Orchestrator Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Empower Customers with Usage Insights","categoryId":"284","contentType":"article","featuredImage":"","likes":0,"views":1,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:40:01+01:00","lastActivityAt":"2025-01-01T12:40:01+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"CRAWL","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/empower-customers-with-usage-insights-284","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/empower-customers-with-usage-insights-284\/educate-customers-to-interpret-usage-insights-26763"},"id":"3184","publicId":"26763","title":"Educate Customers to Interpret Usage Insights","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Providing usage insights is only valuable if customers can understand and act on the data. Educating customers to interpret insights empowers them to make informed decisions, optimize feature usage, and achieve their goals. This article outlines how to guide customers in analyzing their usage data and identifying actionable next steps.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Conduct Training Sessions and Webinars<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Interactive sessions are an effective way to educate customers on understanding usage data.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Host Regular Webinars<\/strong><\/span><span style=\"color:#000000;\">: Organize webinars to walk customers through their usage data, highlighting key metrics like feature adoption and engagement trends.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Offer Role-Specific Training<\/strong><\/span><span style=\"color:#000000;\">: Tailor training sessions to different roles, such as end-users and administrators, to ensure relevance.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Showcase Real-World Scenarios<\/strong><\/span><span style=\"color:#000000;\">: Use real-life examples to demonstrate how analyzing usage data can drive better outcomes.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Create Self-Help Resources<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Self-help materials enable customers to explore and understand their data at their own pace.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Develop FAQs and Tutorials<\/strong><\/span><span style=\"color:#000000;\">: Use <\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\"> to create in-app guides, FAQs, and tutorials that explain key metrics and how to interpret them.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Build a Knowledge Hub<\/strong><\/span><span style=\"color:#000000;\">: Centralize resources like how-to articles, videos, and best practices in an easily accessible hub.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Embed Resources in Dashboards<\/strong><\/span><span style=\"color:#000000;\">: Include links to tutorials and guides directly within\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> for context-specific support.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Provide Personalized Recommendations<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Customized insights and recommendations make it easier for customers to act on their data.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Tailor Recommendations<\/strong><\/span><span style=\"color:#000000;\">: Use customer usage trends from\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to deliver actionable insights for deeper engagement.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Send Personalized Emails<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to deliver tailored recommendations based on customer segments and usage patterns.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Highlight Improvement Opportunities<\/strong><\/span><span style=\"color:#000000;\">: Include feature adoption opportunities in automated communications, emphasizing areas for growth.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Once customers are educated, enhance their journey by delivering proactive recommendations. Tailor insights to their unique needs and guide them toward deeper engagement with key features.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/whats-customer-enablement\/\"><span style=\"color:#1155cc;\"><u>What\u2019s Customer Enablement?<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><u>Dashboards Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Empower Customers with Usage Insights","categoryId":"284","contentType":"article","featuredImage":"","likes":0,"views":2,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:41:17+01:00","lastActivityAt":"2025-01-01T12:41:17+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"CRAWL","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/empower-customers-with-usage-insights-284","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/empower-customers-with-usage-insights-284\/deliver-proactive-recommendations-to-improve-adoption-26764"},"id":"3185","publicId":"26764","title":"Deliver Proactive Recommendations to Improve Adoption","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Providing proactive and tailored recommendations based on usage trends empowers customers to optimize their feature adoption and achieve their goals. By leveraging Gainsight\u2019s tools, you can deliver actionable insights to encourage deeper engagement and value realization. This article explains how to create and deliver proactive recommendations effectively.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Analyze Usage Data for Actionable Insights<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Start by identifying customer behaviors and patterns that indicate opportunities for improvement.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Monitor Usage Metrics<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to track key metrics like feature engagement, login frequency, and activity levels.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Identify Usage Trends<\/strong><\/span><span style=\"color:#000000;\">: Highlight underutilized features or usage anomalies to pinpoint where customers can improve.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Segment Customers<\/strong><\/span><span style=\"color:#000000;\">: Group customers by role, ARR, or engagement level using\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Data_Designer\/About\/Data_Designer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Data Designer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to tailor recommendations.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Develop Personalized Recommendations<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Tailor suggestions based on customer-specific usage data to ensure relevance.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Highlight Feature Benefits<\/strong><\/span><span style=\"color:#000000;\">: Provide specific reasons why customers should explore underutilized features, linking them to their goals.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Suggest Next Steps<\/strong><\/span><span style=\"color:#000000;\">: Include actionable suggestions, such as attending a training session or enabling a new feature.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Embed Recommendations in Dashboards<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to present personalized recommendations directly to customers.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Automate Recommendation Delivery<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Automation ensures timely and consistent delivery of insights to customers.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Use Journey Orchestrator<\/strong><\/span><span style=\"color:#000000;\">: Schedule automated email campaigns through\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to share tailored recommendations.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Leverage In-App Messaging<\/strong><\/span><span style=\"color:#000000;\">: Deliver contextual recommendations during feature interactions using <\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\">.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Track Engagement<\/strong><\/span><span style=\"color:#000000;\">: Monitor open rates, click-throughs, and feature adoption improvements to evaluate the impact of recommendations.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Proactive recommendations are only impactful if continuously monitored. Focus on refining recommendations by gathering feedback and tracking engagement with shared insights to maximize relevance.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/measure-and-improve-user-adoption\/\"><span style=\"color:#1155cc;\"><u>How to Measure and Improve User Adoption<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/drive-product-adoption-with-a-multi-channel-approach\/\"><span style=\"color:#1155cc;\"><u>Drive Product Adoption with a Multi-Channel Approach<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><u>Adoption Explorer Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><u>Journey Orchestrator Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Empower Customers with Usage Insights","categoryId":"284","contentType":"article","featuredImage":"","likes":0,"views":2,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:42:35+01:00","lastActivityAt":"2025-01-01T12:42:35+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"WALK","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/empower-customers-with-usage-insights-284","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/empower-customers-with-usage-insights-284\/monitor-and-refine-usage-insights-for-customer-success-26765"},"id":"3186","publicId":"26765","title":"Monitor and Refine Usage Insights for Customer Success","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">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\u2019s tools.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Track Engagement with Shared Insights<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Measure how customers interact with the insights you\u2019ve shared to evaluate their effectiveness.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Monitor Dashboard Engagement<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to track the frequency of dashboard views and report accesses.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Analyze Email Metrics<\/strong><\/span><span style=\"color:#000000;\">: Review open rates and click-through rates of reports and recommendations sent via\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Track In-App Interactions<\/strong><\/span><span style=\"color:#000000;\">: Use <\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\"> to measure engagement with in-app guides and messages.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Gather Feedback on Usage Insights<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Customer and team feedback provides valuable context for refining your insights.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Conduct Customer Surveys<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/06Surveys\/01About\/Surveys_Overview\"><span style=\"color:#1155cc;\"><strong><u>Surveys<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to collect customer opinions on the relevance and clarity of shared data.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Collect CSM Feedback<\/strong><\/span><span style=\"color:#000000;\">: Gather input from CSMs on the usability and effectiveness of dashboards, reports, and recommendations.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Host Feedback Sessions<\/strong><\/span><span style=\"color:#000000;\">: Schedule periodic sessions with customers to discuss their experience with shared insights and areas for improvement.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Refine Insights Based on Feedback and Trends<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Adjust your adoption strategies to reflect the feedback and engagement data you\u2019ve gathered.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Update Reports and Dashboards<\/strong><\/span><span style=\"color:#000000;\">: Revise metrics or visualizations in\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to highlight actionable insights more effectively.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Refine Recommendation Delivery<\/strong><\/span><span style=\"color:#000000;\">: Tailor recommendation campaigns in\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to align with customer preferences and feedback.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Iterate on In-App Guides<\/strong><\/span><span style=\"color:#000000;\">: Modify walkthroughs and tooltips in <\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\"> to address common customer pain points or questions.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">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.\u00a0<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/tracking-product-adoption\/\"><span style=\"color:#1155cc;\"><u>Tracking Product Adoption: A Critical Step to Customer Success<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><u>Dashboards Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><u>Journey Orchestrator Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Empower Customers with Usage Insights","categoryId":"284","contentType":"article","featuredImage":"","likes":0,"views":3,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:43:54+01:00","lastActivityAt":"2025-01-01T12:43:54+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"RUN","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false}],"334":[{"categoryUrl":"https:\/\/communities.gainsight.com\/automate-adoption-management-334","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/automate-adoption-management-334\/configure-automated-triggers-for-adoption-management-26766"},"id":"3187","publicId":"26766","title":"Configure Automated Triggers for Adoption Management","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Effective adoption management requires proactive and timely interventions. By configuring automated triggers, you ensure that potential adoption challenges are flagged early and addressed consistently. This article guides you through setting up automated triggers using Gainsight\u2019s tools to streamline adoption management.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Define Key Adoption Metrics<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Identify the metrics that indicate adoption health and require monitoring.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Track Feature Usage<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Adoption_Explorer\/About\/Adoption_Explorer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Adoption Explorer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to monitor engagement with key features.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Monitor Login Frequency<\/strong><\/span><span style=\"color:#000000;\">: Identify customers with declining login trends that may indicate disengagement.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Set Health Score Thresholds<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/05Scorecards\/01About\/Scorecards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Scorecards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to define thresholds for healthy, at-risk, and critical adoption levels.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Configure Rules for Triggering Alerts<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Automate the detection of adoption issues by setting up rules.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Set Up Automated CTAs<\/strong><\/span><span style=\"color:#000000;\">: Use the\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><strong><u>Rules Engine<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to create rules that trigger\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/04Cockpit_and_Playbooks\/00Cockpit_Horizon_Experience\/About\/CTAs%2C_Tasks%2C_and_Playbooks_Overview\"><span style=\"color:#1155cc;\"><strong><u>CTAs<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> for declining engagement or low feature usage.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Customize Alert Triggers<\/strong><\/span><span style=\"color:#000000;\">: Tailor triggers to different scenarios, such as onboarding delays, inactive users, or low adoption of high-value features.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Prioritize Severity Levels<\/strong><\/span><span style=\"color:#000000;\">: Assign priority levels to CTAs (e.g., \u201cCritical\u201d for high-risk accounts) to ensure timely intervention.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Automate Lifecycle-Specific Alerts<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Ensure adoption is monitored across all customer lifecycle stages.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Onboarding Alerts<\/strong><\/span><span style=\"color:#000000;\">: Trigger CTAs if onboarding milestones are not completed on time.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Adoption Health Alerts<\/strong><\/span><span style=\"color:#000000;\">: Generate alerts for accounts with health scores trending downward or specific usage anomalies.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Renewal Readiness Alerts<\/strong><\/span><span style=\"color:#000000;\">: Flag accounts that show low adoption ahead of renewal cycles.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">With automated triggers in place, focus on streamlining communication. Automate customer interactions to ensure consistent engagement and improved feature adoption.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/the-product-adoption-data-that-customer-success-needs\/\"><span style=\"color:#1155cc;\"><u>The Product Adoption Data That Customer Success Needs<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><u>Rules Engine Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/05Scorecards\/01About\/Scorecards_Overview\"><span style=\"color:#1155cc;\"><u>Scorecards Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Automate Adoption Management","categoryId":"334","contentType":"article","featuredImage":"","likes":0,"views":6,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:47:40+01:00","lastActivityAt":"2025-01-01T12:47:40+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"CRAWL","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/automate-adoption-management-334","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/automate-adoption-management-334\/automate-customer-communications-to-drive-adoption-26767"},"id":"3188","publicId":"26767","title":"Automate Customer Communications to Drive Adoption","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Consistent and tailored communication is essential for driving feature adoption. Automating customer communications ensures timely engagement, personalized outreach, and scalable interactions. This article outlines how to set up automated campaigns and in-app messages using Gainsight\u2019s tools to effectively promote feature adoption.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Design Targeted Campaigns<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Start by crafting campaigns that align with specific adoption goals and customer needs.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Set Campaign Objectives<\/strong><\/span><span style=\"color:#000000;\">: Define clear goals, such as improving onboarding completion rates or encouraging advanced feature usage.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Segment Your Audience<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Data_Designer\/About\/Data_Designer_Overview\"><span style=\"color:#1155cc;\"><strong><u>Data Designer<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to segment customers based on license type, ARR, or feature adoption metrics.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Craft Personalized Messaging<\/strong><\/span><span style=\"color:#000000;\">: Tailor content to the customer\u2019s role, usage patterns, and goals to ensure relevance and engagement.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Automate Campaign Delivery<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Leverage Gainsight\u2019s automation tools to streamline and scale customer communication.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Schedule Email Campaigns<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to automate email campaigns that promote high-value features or offer adoption tips.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Deploy In-App Messages<\/strong><\/span><span style=\"color:#000000;\">: Use <\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\"> to deliver contextual, real-time messages during user interactions with the product.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Set Up Drip Campaigns<\/strong><\/span><span style=\"color:#000000;\">: Schedule a series of emails or in-app messages to guide users through feature adoption journeys incrementally.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Track Engagement Metrics<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Monitor the performance of your campaigns to evaluate their effectiveness and identify areas for improvement.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Track Email Metrics<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/Program_Analytics\/Reports_for_a_Single_Program\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator Reports<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to analyze open rates, click-through rates, and responses.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Monitor In-App Engagement<\/strong><\/span><span style=\"color:#000000;\">: Leverage <strong>Gainsight\u00a0<\/strong><\/span><span style=\"color:#000000;\"><strong>PX<\/strong><\/span><span style=\"color:#000000;\"> to measure customer interactions with in-app messages and guides.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Iterate Based on Insights<\/strong><\/span><span style=\"color:#000000;\">: Refine campaign content and delivery based on engagement data to maximize impact.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">After automating communications, shift attention to health monitoring. Automate health score updates and trigger CTAs to ensure proactive intervention for at-risk accounts.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/drive-product-adoption-with-a-multi-channel-approach\/\"><span style=\"color:#1155cc;\"><u>Drive Product Adoption with a Multi-Channel Approach<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><u>Journey Orchestrator Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Automate Adoption Management","categoryId":"334","contentType":"article","featuredImage":"","likes":0,"views":8,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:49:05+01:00","lastActivityAt":"2025-01-01T12:49:05+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"CRAWL","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/automate-adoption-management-334","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/automate-adoption-management-334\/automate-health-monitoring-and-interventions-26768"},"id":"3189","publicId":"26768","title":"Automate Health Monitoring and Interventions","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Maintaining real-time visibility into adoption health and automating interventions ensures proactive management of adoption challenges. By leveraging Gainsight\u2019s tools, you can monitor health metrics, trigger actions, and address adoption issues with minimal manual effort. This article outlines how to automate health monitoring and interventions effectively.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Automate Health Score Updates<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Keep adoption metrics up-to-date with automated health score calculations.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Set Up Real-Time Updates<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/05Scorecards\/01About\/Scorecards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Scorecards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to dynamically calculate health scores based on key metrics like feature usage and login trends.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Define Score Thresholds<\/strong><\/span><span style=\"color:#000000;\">: Establish thresholds for \u201cHealthy,\u201d \u201cAt-Risk,\u201d and \u201cCritical\u201d adoption levels to ensure timely action.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Monitor Trends<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Reports_and_Dashboards\/About\/Horizon_Reports_and_Dashboards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Dashboards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to track health score changes and identify patterns.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Trigger CTAs for Adoption Issues<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Use automated CTAs to prompt action when health metrics fall below thresholds.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Configure CTA Rules<\/strong><\/span><span style=\"color:#000000;\">: Set up rules in the\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><strong><u>Rules Engine<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to trigger\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/04Cockpit_and_Playbooks\/00Cockpit_Horizon_Experience\/About\/CTAs%2C_Tasks%2C_and_Playbooks_Overview\"><span style=\"color:#1155cc;\"><strong><u>CTAs<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> for specific scenarios like low feature adoption or declining engagement.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Assign Playbooks to CTAs<\/strong><\/span><span style=\"color:#000000;\">: Attach Playbooks with step-by-step guidance for addressing the identified adoption challenge.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Prioritize Critical Accounts<\/strong><\/span><span style=\"color:#000000;\">: Set severity levels for CTAs to ensure high-risk accounts are addressed promptly.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Escalate Critical Risks Automatically<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Ensure high-severity adoption issues are escalated to the appropriate stakeholders.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Set Escalation Rules<\/strong><\/span><span style=\"color:#000000;\">: Use the\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><strong><u>Rules Engine<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to escalate CTAs for critical accounts to leadership or specialized teams.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Log Actions in Timeline<\/strong><\/span><span style=\"color:#000000;\">: Track all escalations and actions in the\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Timeline\/01About\/Timeline_Overview\"><span style=\"color:#1155cc;\"><strong><u>Timeline<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to ensure accountability and transparency.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Review Escalation Effectiveness<\/strong><\/span><span style=\"color:#000000;\">: Use Dashboards to analyze resolution times and outcomes for escalated risks.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">With automated health monitoring established, refine your adoption workflows. Regularly track metrics and feedback to optimize rules, campaigns, and CTAs for maximum impact.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/tracking-product-adoption\/\"><span style=\"color:#1155cc;\"><u>Tracking Product Adoption: A Critical Step to Customer Success<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/05Scorecards\/01About\/Scorecards_Overview\"><span style=\"color:#1155cc;\"><u>Scorecards Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/04Cockpit_and_Playbooks\/00Cockpit_Horizon_Experience\/About\/CTAs%2C_Tasks%2C_and_Playbooks_Overview\"><span style=\"color:#1155cc;\"><u>CTAs, Tasks, and Playbooks Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Automate Adoption Management","categoryId":"334","contentType":"article","featuredImage":"","likes":0,"views":3,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:50:21+01:00","lastActivityAt":"2025-01-01T12:50:21+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"WALK","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false},{"categoryUrl":"https:\/\/communities.gainsight.com\/automate-adoption-management-334","topicUrl":{"destination":"https:\/\/communities.gainsight.com\/automate-adoption-management-334\/track-and-refine-automated-adoption-efforts-26769"},"id":"3190","publicId":"26769","title":"Track and Refine Automated Adoption Efforts","content":"<p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Introduction<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Automation streamlines adoption management, but its effectiveness depends on continuous monitoring and refinement. By tracking the performance of automated workflows and making data-driven adjustments, you can maximize their impact and ensure alignment with customer needs. This article outlines how to monitor and refine automated adoption efforts using Gainsight\u2019s tools.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 1: Monitor Automation Performance Metrics<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Track the key metrics that indicate the success of your automated adoption efforts.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Evaluate Campaign Engagement<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/Program_Analytics\/Reports_for_a_Single_Program\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator Reports<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to monitor open rates, click-through rates, and responses for automated email campaigns.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Analyze CTA Resolution Rates<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/04Cockpit_and_Playbooks\/00Cockpit_Horizon_Experience\/About\/CTAs%2C_Tasks%2C_and_Playbooks_Overview\"><span style=\"color:#1155cc;\"><strong><u>CTAs<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to track how often triggered actions are completed and their impact on adoption metrics.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Measure Health Score Trends<\/strong><\/span><span style=\"color:#000000;\">: Leverage\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/05Scorecards\/01About\/Scorecards_Overview\"><span style=\"color:#1155cc;\"><strong><u>Scorecards<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to assess changes in health scores over time, identifying trends influenced by automation.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 2: Gather Feedback from Stakeholders<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Feedback from customers and internal teams provides insights into the effectiveness of automated workflows.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Collect Customer Feedback<\/strong><\/span><span style=\"color:#000000;\">: Use\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/06Surveys\/01About\/Surveys_Overview\"><span style=\"color:#1155cc;\"><strong><u>Surveys<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to understand how automated communications and interventions are received by customers.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Engage with CSMs<\/strong><\/span><span style=\"color:#000000;\">: Gather input from CSMs on the usability of automation workflows, including CTAs, Playbooks, and campaign content.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Host Team Reviews<\/strong><\/span><span style=\"color:#000000;\">: Schedule regular review sessions with CS and Product teams to discuss the performance of automated workflows and potential improvements.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Step 3: Refine Automation Strategies Based on Insights<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">Use performance data and feedback to enhance your automated workflows.<\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\"><strong>Optimize Rules and Triggers<\/strong><\/span><span style=\"color:#000000;\">: Adjust rules in the\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><strong><u>Rules Engine<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to better align with customer behavior patterns and adoption goals.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Update Campaign Content<\/strong><\/span><span style=\"color:#000000;\">: Refine messaging in\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><strong><u>Journey Orchestrator<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> based on engagement metrics and customer feedback.<\/span><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\"><strong>Enhance Playbooks<\/strong><\/span><span style=\"color:#000000;\">: Incorporate new steps or resources into\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/04Cockpit_and_Playbooks\/00Cockpit_Horizon_Experience\/About\/CTAs%2C_Tasks%2C_and_Playbooks_Overview\"><span style=\"color:#1155cc;\"><strong><u>Playbooks<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"> to address recurring adoption challenges more effectively.<\/span><\/p>\t<\/li><\/ul><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Next Steps for Success<\/strong><\/span><\/p><p style=\"text-align:justify;\"><span style=\"color:#000000;\">After refining your workflows, consider scaling these efforts further by integrating advanced analytics and cross-functional collaboration for even greater adoption success.<\/span><\/p><hr \/><p style=\"text-align:justify;\"><span style=\"color:#000000;\"><strong>Explore More<\/strong><\/span><\/p><ul><li>\t<p><span style=\"color:#000000;\">Guide<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/product-management-metrics\/adoption-metrics\/\"><span style=\"color:#1155cc;\"><u>Adoption Metrics - Tutorial &amp; Examples<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Blog<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/www.gainsight.com\/blog\/the-product-adoption-data-that-customer-success-needs\/\"><span style=\"color:#1155cc;\"><u>The Product Adoption Data That Customer Success Needs<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/Journey_Orchestrator_and_Email_Templates\/About\/Journey_Orchestrator_and_Automated_Email_Overview\"><span style=\"color:#1155cc;\"><u>Journey Orchestrator Overview<\/u><\/span><\/a><\/p>\t<\/li>\t<li>\t<p><span style=\"color:#000000;\">Support Resource<\/span><span style=\"color:#000000;\">:\u00a0<\/span><a href=\"https:\/\/support.gainsight.com\/gainsight_nxt\/03Rules_Engine\/Rules_Engine_(Horizon_Experience)\/About_(Horizon_Experience)\/Rules_Engine_Horizon_Experience_Overview\"><span style=\"color:#1155cc;\"><u>Rules Engine Overview<\/u><\/span><\/a><\/p>\t<\/li><\/ul>","categoryName":"Automate Adoption Management","categoryId":"334","contentType":"article","featuredImage":"","likes":0,"views":4,"votes":0,"replyCount":0,"publishedAt":"2025-01-01T12:51:41+01:00","lastActivityAt":"2025-01-01T12:51:41+01:00","lastContributor":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"lastPostId":0,"author":{"id":"7806","username":"smondreti","avatar":"https:\/\/uploads-us-west-2.insided.com\/gainsight-us\/icon\/200x200\/067566f1-f2a5-4f5d-929f-c19447f6e37d.png"},"sticky":false,"publicLabel":"RUN","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false}]}}"> </div> </div> <div class="col col--side qa-div-side"> <div data-preact="knowledge-base/navigation-loader" class="box__pad--sides--mobile-only" data-props='{"currentCategory":281,"categoriesV2":[{"id":226,"type":1,"title":"Best Practices Hub ","description":"Gainsight's 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