Successbloc

Adoption

Elevate insights to drive desired actions, help customers get the most out of your services and unlock additional value.
Categories:

Customer Journey

Publisher:

Totango

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Last Updated:

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Introduction to Adoption

The Adoption SuccessBLOC is specifically designed to accelerate product adoption according to Customer Success best practices. This SuccessBLOC is your tool for tracking usage and adoption of key features and getting users back on track when adoption dips.

Product adoption is a top priority in retaining and expanding your customer base. With high product adoption, you can easily turn existing customers to product advocates, providing word-of-mouth referrals that lead to more new customers.

"Adoption is the process of going from learning to leveraging a new service and is an indication that customers are receiving high value from the product." Understanding how your customers are using (or not using) your product will help you trigger communication-based on user events and personalize your messages to increase adoption.” (Read More: Guide to Product Adoption)

The Adoption toolkit allows you to:

  • Create satisfied customers by guiding them down a predictable path to success
  • Ensure adoption of key features and functionality
  • Detect early warning signals to prevent churn before it happens
  • Use SuccessBeat campaigns to highlight usage (or lack thereof) of key features and functionality for your customers
  • Build your own, or use pre-built SuccessPlays to create a dynamic early warning system that will enable you to prevent issues when they happen. 
  • Use the Scorecard to set goals and track key performance indicators for adoption and customer success

What's Included?

goals & kpis

Measure success for the customer and success for the business

Customers are using the product functionality

  • High Value DAU/MAU
  • % of Accounts with High Utilization
  • Accounts with Low License Utilization
  • Customers Who Increased Utilization
  • Customers Who Decreased Usage
  • ACV: Accounts with Low Usage

Increase Satisfied and Referenceable Customers

  • Health
  • Referenceable Customers
  • NPS

Customers are getting value from new functionality

  • Usage of Mobile Application
  • Daily Active Users
  • Daily Active Users Trend

Customer segments

Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success

  • Low License Utilization Customers
  • Customers Who Increased 10% Utilization
  • Customers Who Decreased Utilization By 25%
  • Top Customers Using
  • Mobile Usage
  • Moved from Poor to Good Health
  • Adoption Tech Touch Customers
  • All Paying Customers
  • Referenceable Customers
  • Adoption Customers
  • Adoption - All Attributes
  • Customers with 80%+ Utilization
  • Adoption: Key Contact Decreased Utilization
  • Unsubscribed Users
  • Users Who Provided a NPS Response

successplays

Automatically triggered or manual workflows containing sets of tasks and actions, prompting Customer Success Managers to focus on the most meaningful activities right on time

  • Schedule your Exec-to-Exec meeting
  • Maintain Product Adoption
  • Plan the QBR
  • Improve Health of Renewal Accounts

campaigns

Automate your communications using campaigns to send automation emails triggered by various goals

  • Drop in Utilization by 20%
  • Adoption: Drive Feature Usage Email
  • Re-Engagement Campaign
  • SuccessBeat: Weekly Customer Update
  • SuccessBeat: Weekly Customer Update
  • SuccessBeat: Weekly Customer Update

Resources

Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements.

  • SuccessBLOC Setup Guide
  • Customer Adoption User Manual
  • What’s the Value of Customer Adoption
  • Q&A For Customer Adoption

Setup your SuccessBLOCs today. Try Totango for Free.