Tracking how your customers are using your product is a critical measure in assessing their overall level of health. At Gainsight, we have 4 Habits Scorecard Measures:

  • Green: At least x% of licensed users are daily active users of Cockpit
  • Lime: At least y% of licensed users are daily active users (of any part of the product)
  • Yellow: Some usage, but not active daily
  • Red: No usage of Gainsight in the last week

The Habits Improvement Report is used to show our CSMs which customers have moved in a positive direction: 1) Red to Yellow,  2) Yellow to Lime or Green, or 3) Lime to Green.

Prerequisites

In order to create a Habits Improvement or Decline Report, you must perform the following within your instance of Gainsight:

Configure the Habits Improvement Report

Configure the Habits Improvement Report

1. Navigate to Administration > Report Builder > click + Report

2.  Define Report Criteria:

  • Select the “User Adoption” subject area
  • Name this Report: This will be the name that appears in the Repository

  • Show Me: Add any data that you would like to visualize: Select “Account Name”
    • The default aggregation is dependent on the field type. For the Account Name field, choose to aggregate by “COUNT”.

  • By: Add elements you would like to use to slice and dice the data by. A field will have to be set to Groupable and Filterable in Salesforce in order to be used in the By section:  Select “Week Label”, “Adoption Change”
     

3.  Apply Filters:

a) Select the “Lifecycle Stage” filter for the customers you want to track Habit Improvements for. At Gainsight, we only want to track customers that are in “Launched” or “Adopting”. Note: you must create two separate filters for Launched and Adopting.

b) Select the “Adoption Change” filter and check the changes that you want to display in your report. At Gainsight, we want to track the following Adoption Changes:

- Red to Yellow

- Red to Lime

- Red to Green

- Yellow to Lime

- Yellow to Green

- Lime to Green

c) Select the “Date” filter to define the period you want to track Habit Improvements for. This will restrict the historical period displayed on the graph (i.e., Last 6 months)

In the filter aggregation field on the right side of the page, use the following grouping to show Customers that are either in the Launched OR Adopting Lifecycle State AND have a Habits Improvement: (A OR B) AND C AND D

4.  Click Apply to see a visualization of the data. Note that the sample report below uses the “Column” report visualization.
 

Configure the Habits Decline Report

The Habits Decline Report is used to show our CSMs which customers have moved in a negative direction: 1) Yellow to Red,  2) Green or Lime to Yellow, or 3) Green to Lime.
 

1. Navigate to Administration > Report Builder > click + Report

2. Define Report Criteria:

  • Select the “User Adoption” subject area
  • Name this Report: This will be the name that appears in the Repository
  • Show Me: Add any data that you would like to visualize: Select “Account Name”
    • The default aggregation is dependent on the field type. For the Account Name field, choose to aggregate by “COUNT”.
  • By: Add elements you would like to use to slice and dice the data by. A field will have to be set to Groupable and Filterable in Salesforce in order to be used in the By section: Select “Week Label”, “Adoption Change”
     

3. Apply Filters:

a) Select the “Lifecycle Stage” filter for the customers you want to track Habit Declines for. At Gainsight, we only want to track customers that are in “Launched” or “Adopting”. Note: you must create two separate filters for Launched and Adopting.

b) Select the “Adoption Change” filter and check the changes that you want to display in your report. At Gainsight, we want to track the following Adoption Changes:

- Green to Lime

- Green to Yellow

- Green to Red

- Lime to Yellow

- Lime to Red

- Yellow to Red

c) Select the “Date” filter to define the period you want to track Habits Decline for. This will restrict the historical period displayed on the graph (i.e., Last 6 months)

In the filter aggregation field on the right side of the page, use the following grouping to show Customers that are either in the Launched OR Adopting Lifecycle State AND have a Habits Decline: (A OR B) AND C AND D

4. Click Apply to see a visualization of the data. Note that the example report below uses the “Column” report visualization.