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Product Usage

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

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)

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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