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Enabling CSMs/AMs with Usage Analytics Designed for Accounts?

msniff16

Hi everyone -- anyone here who manages B2B/enterprise style clients (not consumer, not SMB)?

I’ve found myself continually very upset/frustrated with the way analytics tools (e.g. amplitude, pendo) work for heavily account-oriented setups (i.e. not user-focused) and am looking for a way to solve this problem.

We ultimately need a way for our CSMs to gauge usage depth and breadth across our top accounts instead of guessing how to build such reports in these tools that are not designed to do that very easily.

How are people enabling their AMs/CSMs to understand usage/adoption/activation at a deeper level easily/successfully today?

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Comments

kristinamb

I've used Pendo for this exact problem and Lonie is absolutely correct, it all begins with the data that you put in. I'm not sure whether you've selected a platform but Pendo is absolutely capable of doing what you described. Happy to chat further, setting up a usage platform is not for the faint of heart but it's transformative once you've gotten it right.

Lonie

As with many processes it all starts with DATA! ~

I think it depends on the feature you want to measure. What kind of features do you want to assess?

The answer is almost certainly will involve working with the development teams to look at tracking things like clicks, how long it takes someone to get to where they are trying to go to and also good old interviews with willing customers - in particular people that have risen issue-tickets.

Once you know what the feature is, working with the dev teams to find mechanisms to measure those things

hope this is helpful!