Measure internal adoption of your CS tool

Melissa Logothetis

Hello everyone,

I"m looking to measure the adoption rate of our new CS tool. Does anyone currently do that? What metrics are you measuring? We are currently using Totango and they do have some information available regarding the counts on open tasks, completed tasks etc. 

Thanks
Melissa

William Buckingham

Hi @Melissa Logothetis,

We do not use Totango, but we do use Gainsight.  While Gainsight has it's own Adoption Explorer tool for admins to view, we also use the standard dashboards/reports functionality to create separate adoption dashboards.  This allows non-admins to view these dashboards(i.e. the team managers) and therefore also be able to help drive adoption accordingly.  

We do this in a few different ways. 

If we roll out a new CTA/Playbook, we will add a report to the dashboard which shows the use of and status of these per CSM and/or per region. This helps us understand if adoption is increasing, decreasing, or plateauing.  

If we change processes, i.e. changing opportunity types for renewals, we will even show an activity log of the OLD process so that operations and management can quickly see that someone is using the old way and correct that behavior, 

Lastly, for new initiatives, we often will create a report showing customers with zero <<insert object>> created, or created in last X months.  As customers pop up on such reports, ops and leadership can reach out to those CSMs to see why they have yet to execute a certain task or engagement with that customer.  

I hope this helps.  The reporting on these changes based off the initiative itself, and whether we are looking to start or stop a behavior.

Jeff Breunsbach

Kudos on this response @William Buckingham ! Love this! CC: @Jay Nathan

Gary Allum

We use ClientSuccess, and they are in the process of rolling out a report just for this.

In the meantime, we implemented use of one of their features as a first step for our CSM's in our adoption, so anyone not using the platform easily shows since that data has not been updated in CS.

Ed Powers

It's ironic, and perhaps revealing, isn't it? Just like our customers, our employees must adopt and use technology in order for our company to realize value from it. Effective change management, therefore, is as important to us as it is to our customers.

Bri Adams

We use ChurnZero (full disclosure, I also work for ChurnZero, but SO happy we get to use the tool ourselves!) and we use ChurnZero's Account Insights Reports which our admins can build out to show us our ChurnZero usage as a team. The Insight Report can also be built out by our customers for THEIR customers, so if you don't already have a way to share a customer-facing report of a customer's product usage with your tool, this is really great for that.

It also allows our customers to drill down on the reporting - so if I have a widget for everyone who has done a certain action (like sign up for an Academy course or complete a task), I can click into who did what, and all of the time stamps.