Everyone knows that product adoption is key to customer retention. So, how do you monitor how well your customers are adopting your product and where/how you need to take action?
To build a customer success division that is proactive and data-driven, you need to understand two things:
- Which features (or modules or products) are your most value creating and sticky
- How well these features (or modules) are being adopted by your customers
You should know the answer to the first question. If you don’t, you should sit down with your (product) management team to figure it out. Use data, ask your customers, and let the vision of your product guide you.
With Planhat's Feature Adoption Tracking, you are able to use data to see which customers may not be adopting your product very well and then take meaningful action from there.
Setting it up in Planhat
The basics of how to use and get started with Planhat's Feature Adoption Tracking.