Situation

As soon as a deal closes, it’s vital for brand spanking new customers to make use of the product constantly. Low adoption might flag potential churn at renewal time, whereas excessive adoption might point out upsell potential. Your CRM or different measurement programs can observe person adoption charges.

Ship post-adoption surveys 90 to 180 days into the contract cycle to garner detailed suggestions. This offers the client ample time to get educated, onboarded, and in control to be able to present substantive suggestions. Analyze the survey outcomes and take any needed actions. Monitoring when and the way customers have adopted a product can uncover early clues about probably renewal success and upsell potential.

Set off

• Buyer hits designated level in a contract cycle

Actions

• Ship out a post-adoption survey to all customers of a product
• Analyze survey outcomes to search for patterns and issues