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You built it. Did they come? More importantly, did it influence revenue?
With Feature Adoption Analysis, you can discover the features that impact revenue and customer lifetime value. Spot adoption trends across customer segments with the ability to slice and dice by user and account level attributes.
Analyzing Feature Adoption
- Understand feature adoption and revenue attribution of a new feature/module
- Identify up-sell opportunities based on adoption depth and breath
- Spot adoption trends across customer segments with the ability to slice and dice by usage and CRM data
- Measure the adoption success rate with a given cohort
Measuring Leading Features for a Given Cohort
Using usage data associated with your CRM data you can now measure usage trends based on different personas, the stage in the customer lifecycle, and CRM data.
Understanding Adoption Success Rate
Gainsight PX measures each module or feature adoption rate comparing the active cohort who used the designated feature vs. the same active cohort who didn't, to help you understand the true potential of your feature adoption.
The Adoption Rate is calculated using the formula below:
Adoption Rate = [(Number of accounts)/(Number of active accounts in last 7 days + Number of accounts in Customer Segment)]*100
Focusing on Modules and Key Features
Gainsight PX aggregates and presents you with the data trends based on the way you modeled your product tree in order to surface relevant data without the need to collect dozens of tagged features.
Clicking on a module will lead to the underlying features.
Measuring distinct users and accounts
Events will surface overall trends but measuring unique users and unique accounts will help you filter out the noise and surface more focused results
Measuring Top Accounts, Locations, Devices, and Top Features
Grouping by features, accounts, location or devices will surface the top ones based on the selected metric
Select Group by Features
Allows you to see net top feature usage trends
Use Global Context Rules as Filters
Once you set the Global context for your events, the Global context rules are displayed under the Global Context tab of the Adoption report.
Apart from using the Global Context rules for filtering data, you can also use them to group your data, by selecting the required global context rule in the Grouped by drop-down menu. Global context rules are displayed under the Custom section.
Business Use Case: Consider that you sell your product in three geographic locations, APAC, EMEA, and middle east. You have created three products in your Gainsight PX subscription, to track the sales in each of the three locations. On your Website, you have the Place Order button which the customer clicks while placing an order (the assumption is that number of clicks is equal to the number of sales). You have created events to track the number of times this button is clicked in all three products.
You can now set the global context and view the Sales in a particular geographical area, from any of your Gainsight PX product. You need not switch from one product to another. Also, you can use the Grouped by option to get a comparative report of sales in each of the three geographical locations.
To learn about all frequently asked questions, refer to Analytics FAQs article.