Customer Success Glossary

Product Usage gives you an insight on how successful your customers are with your product/service. The conversion rate is significantly high if the product is easy to use, and offers quick time-to-value upon sign up. Product adoption is a strong indicator of customer retention.

Some of the metrics that can be used to track Product usage are:

• Time spent in the product
• Frequency of product usage
• Active Users: Number of active users using the product
• Value delivered: Will vary by products.
• Features Used
• Modules Used

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There are multiple Customer Success tools/platforms to track the product usage. Depending upon product usage, Customer Health Score is defined which helps in following ways:-

• Know the features liked/disliked by the customers
• User Experience (UX)
• Churn (in case of negative product usage)
• Up-sell/Cross-sell//Expansion opportunities (in case of highly engaged customers)

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Some of the strategies to increase product usage in SaaS economy are:

• Effective Customer Onboarding
• Customer Feedback at regular intervals
• Understand customer’s business objective, and help them achieve the Desired Outcome
• Customer Engagement
• Customer Participation

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