The ability to get a customer to adopt your software is one of the most preeminent components of retention, expansion, and advocacy
Excerpt from The Seven Pillars of Customer Success by Wayne McCulloch
So, it all starts with adoption. It’s often defined as how much of a product a customer uses. But is that the right question?
Sometimes yes. Sometimes no.
Adoption is less about how much of a product a customer uses and more about how well integrated a product is into value-creating activities.
After thinking about this, I do care how deep a customer goes into our product. We learn heaps from usage data about why people love our products.
It’s important to measure feature usage and use cases. It’s also important to measure — but often overlooked — where our products sit in the day-to-day workflows of our customers.
If a user doesn’t go deep into our app. but considers it a linchpin of an important workflow, we’re winning. The goal is to be useful and valuable. Not always to have more people use more of our app just because.
Peter
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