Best Practices - Measuring Product Adoption and Milestones

Chris Bialecki

We all know that success is driven by customer engagement and product adoption.

I have two questions for the group:

1. What was your process and framework for defining product milestones (both for onboarding/implementation and beyond)?

2. Did your framework change across customer segments types (SMB, Mid Market, Enterprise)?

Matt Smith

Biased here because of where I work, but active metrics we use at Mixpanel are WAU for adoption, and then a mixture of data we collect to measure depth of adoption and engagement.

For example, we track data on our customers usage of our product and have certain actions we would define as a "valuable" action. We want the number of these valuable actions to go up, even if the number of active users stays the same. This is because if users are getting more value, we're not overly worried if the adoption number goes up.

We also use a framework we have built after consultation with our customers which you can find here; Guide to Product Metrics

The framework can be fluid based on the size of the business, because a smaller business may have the same framework for the entire company, where an Enterprise company would have a framework per product, or product department.

Chris Bialecki

Thanks, @Matt Smith this is great insight.