Drive Product Adoption

Personalize your customers' product adoption experience to ensure use and help unlock additional value

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Strengthen your community

Welcome new community members and re-engage inactive members to ensure your community has a strong use base.

Build customer loyalty and trust

Listen to and understand feedback, follow up on product ideas, and celebrate community wins with your customers.

Improve customer relationships

Proactively utilize the valuable insights extracted from community engagement data to improve customer relationships.

What's included in this SuccessBLOC?

Each SuccessBLOC is embedded with industry best practices to help you get started quickly and achieve customer outcomes faster.

Goals & KPIs




Goals & KPIs

Measure what matters

Pre-built scorecards include KPIs—including registration trend and number of users posting discussions—to measure registration, engagement, and feedback.

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In-App Segmentation
Totango In-app builder


Understand your audience

Pre-configured audience segments—including customers with registered users and users who have posted a discussion—to better understand user engagement.

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Automate activity

Triggered workflows containing tasks and actions to proactively follow up on user ideas, celebrate account engagement, and assign a community manager.

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In-App Segmentation
Totango In-app builder


Communicate effectively

Automated emails triggered by account and user segments to welcome new users to the community and engage inactive community members.

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Increase Customer Adoption

Personalize your customers' product adoption experience to ensure use and help unlock additional value

Customer Journey



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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


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


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