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CustomerSuccessBox 101 Training for CSMs | How to Track Product Adoption for Accounts

Overview

Product Adoption is an essential parameter that a CSM needs to analyse how well their customers use their products. Before CustomerSuccessBox, you might be manually analysing the product usage for your customer or not analysing at all.  It is a tedious process, and we often miss out on crucial information at a given time.

In this section, you will understand how you can use CustomerSuccessBox to analyse your customer’s product adoption and how well they use your product’s different features or modules. All this information will help you forecast any risks or upselling opportunity. It will also help you predict any risk of losing the customer, and then you can take proactive action to avoid this.

Note: Enrol for a Free Training of  CustomerSuccessBox 101 Training for CSMs



Who is this for?

This article is primarily for the Customer Success Managers(CSM)/Account owners. The administrator needs to create an account for the CSM and assign the role of Customer Success Manager or a specific success role to them. 

What will I be able to achieve?

  • Viewing aggregated health of your Account portfolio

  • Viewing aggregated health of your User portfolio

  • Viewing the product Usage Trends

  • Viewing overall health of accounts using Dashboard

How to track Product Adoption for accounts?

For this, you need to first log into the CustomerSuccessBox. If you don’t have access to CustomerSuccessBox, please contact the administrator for the same. In case of any other issue, please contact the Support team(support@customersuccessbox.com) at CustomerSuccessBox.


Step 1: Viewing aggregated health on My Portfolio

This step will explain how to view the aggregated health of your account or user on My Portfolio.

  • Click on the Reports drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the Portfolio option.


  • On this page, you can see a graph of Product Adoption for your accounts on the right side.


From this graph, you will know from the total accounts assigned to you and how many accounts are in Good health and how many are in poor health. 

Step 2: Viewing aggregated health of specific accounts on My Portfolio

You can filter your accounts based on,

  • Account Segments

  • Success Roles

  • Assigned person name

For more details, refer here.

Step 3: Viewing the health of accounts on the My Accounts page

Here on this Accounts index page, you get to see the health of your accounts assigned to you. 

  • Click on the Customers drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the Accounts option.


 


Here, you can view:

  • Relationship health

  • Service health

  • Financial health

  • Product Adoption Health at one glance. 

Using this view, you can also check the graph for the Total Features/Modules used by your account for the past 14 days. It will help you understand how well your customer has understood your product’s different features or modules.

  • You can also customize the data you view on this screen by clicking on the and choosing the appropriate parameter that will help you identify the health of an account.

Learn more about Account health using the Account Portfolio screen here.

  • Start working on those accounts where you find the customer uses lesser features or modules of the product.

    Pro-tip: To get a better picture of your account health, select columns that will give you insights into the total features or modules used in the past 14 days. Also, set the maximum entries to 10 accounts per page.

     

Note: The more graphs you add to view, the more time it will take to load the data on CustomerSuccessBox, so avoid unnecessary columns.

Step 4: Viewing the health of specific accounts using Accounts 360 page

Once you are on the Accounts Index page, select the desired account to go to the Account 360 page for that account.

From here you can understand the health of account by,

Milestones

You can check the Product Adoption milestones set for the account. In addition, it will tell you which features or modules your customer at least knows how to use them. 


Learn more about Milestones here.

If a customer has not achieved a milestone, you need to first find out if this feature is really useful for your customer’s business. If yes, then you must train them through use cases and ensure they are able to use it themselves. This type of proactive preparation before a call with the customer will help you establish better engagement with them and build better trust.

90-day timeline

To understand how well your customer is using your product, a better approach would be to study how well they are using the different modules in your product instead of doing an analysis of the features used. 

You can get a detailed analysis of the trend about which modules are used using a 90-day timeline.

Use-case: Your product is a CRM, so instead of analysing individual features as lead created, lead sent, etc., you may concentrate on the module Pipeline creation. It will give you a better idea of product adoption for that account.

Say, in the below figure, and we can see the trend of the Module Contact and User used by your account for the past 90 days. In addition, you can also view the custom data, i.e., Bandwidth used for the customer.


Learn more about the 90-day timeline here.

Step 5: Viewing the health of users on the My User page

Here on this User index page, you get to see the health of your Users who are assigned to your accounts. 

  • Click on the Customers drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the Users option.


 


Here, you should check the graph representing the Total features used for the past 14 days. It will tell you how well your customer can use the product. If their usage is less, then they must be facing some difficulty in understanding how to use them. 

You can also check the last touchpoint date, i.e., when was the last time you had connected with them either by email or a meeting or a call.

  • You can also customize the data you view on this screen by clicking on the and choosing the appropriate parameter that will help you identify the health of an account.

Learn more about User health using the User Portfolio screen here.

  • Start working on those users where you find the customer uses lesser features or modules of the product. Even if you have not connected with any user for a long time then you can send an email to check with them. 

Pro-tip: To get a better picture of your User health, select columns that will give you insights into the total features or modules used in the past 14 days. Also, set the maximum entries to 10 accounts per page.


Note: The more graphs you add to view, the more time it will take to load the data on CustomerSuccessBox, so avoid unnecessary columns.


Step 6: Viewing the health of users of a specific account using Accounts 360 page

Once you are on the Accounts Index page, select the desired account to go to the Account 360 page for that account.

From here, you can understand the health of users following the below steps,

  • Click on the Users tab present at the top of the Accounts 360 page.


Here, also you can view the graph of total features used in the past 14 days or check the last touchpoint date. All these details will help you get a better understanding of the usage of the product.

Learn more about User health using Accounts 360 page here

Step 7: Viewing the trends of modular or feature usage of the product

Modules used

When you are on Accounts 360 page, you can also check the trend that will show you which modules are most used by your customers or which modules are the least use by them. You can then compare with your list of the most valuable modules that they should be using. Accordingly, you can connect with them and give them the necessary suggestions and training.



Features used

When you are at Accounts 360 page, you can also check the trend that will show you which features are most used by your customers or which of them are least used. You can then compare with your list of the most valuable features that they should be using. Accordingly, you can connect with them and give them the necessary suggestions and training.


Active Users

When you are on Accounts 360 page you can also check the graph of active users in your account. It will give you an estimate of the possible customers that may possibly renew soon or you may be able to upsell a new plan to them in the future.


Learn more about Product Adoption health using Accounts 360 page here.

Step 8: Creating alerts for accounts

As a CSM, you can ask your administrators to create alerts to send you notifications when feature usage has dropped in the past 14 days or you haven’t connected with the customer for the past 15 days. These alerts would help you to take proactive action, and you might not lose a valuable customer.


Learn more about the Best practices for creating alerts in CustomerSuccessBox here.

Step 9: Viewing the product usage in the dashboard of CustomerSuccessBox

The dashboard can help you get an overall picture of the health of the account. You will get a comprehensive view regarding the product usage and similar metrics that will help you understand the health of an account. It will help you in making proactive decisions for that customer.


Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You can always:

  1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.

 

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  1. Anu Dudhat

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