There is a lot of thought and time that must be put into building and choosing the right tech stack for your business. Researching and selecting the best solutions for your organization requires careful consideration. Once your customers have chosen their preferred solutions and built their stack, are they getting the most out of your product? Technology adoption can take time and require additional support, but it is essential to prevent churn. Helping the customer in any way will be beneficial in the long run.
Why Measuring Usage Matters Right from the Beginning
How much customers use your solution may not be the only measure of customer satisfaction, but it is an early indicator of how well your product works for them. You cannot start measuring satisfaction too early during a product lifecycle.
What is the first thing you expect customers to do with your solution? A customer who purchases any technical solution is most likely required to complete an onboarding process and to meet technical requirements. Measuring adoption and customer success starts at this point.
Customers who do not complete the onboarding process are unlikely to use the product to its full potential. More importantly, they are unlikely to renew their contract after its initial period expires. Experts believe most of the customers who have not completed onboarding will fall into this category.
How Measuring Technology Adoption Can Help
The key to increasing customer retention and usage is to figure out how your technology is being used. By measuring usage, you can see which elements of your solution customers embrace and which elements are rarely used. You may find that your customers only use one feature or use your product infrequently. Others may have difficulty integrating your solution with their existing technology.
Once you identify a problem in a certain area, you can start looking for causes. The same analysis will also highlight opportunities to create or strengthen that connection. Some customers may benefit from in-app messaging or email reminders to speed up resolving their issues. In other cases, it may be necessary to involve your team more effectively and plan regular meetings so that they can become fully engaged in the process of resolving the issue. This depends on the complexity of the issue.
Implementing Value-Driven Adoption
Lack of usage or low usage can be caused by the product itself. That happens when users do not understand what your solution can do for them or struggle with the interface. Apart from product-based issues, most problems result from customers being unable to grasp the value your product can bring to their work.
Focusing on value-driven technology adoption and consumption will help your organization bridge the gap between your product and its users. Talk to customers directly to understand why their usage is low and show them where the product can add value to what they do.
By focusing on value rather than features you are automatically putting customers before the product and creating a clear path toward long-term adoption. This approach also facilitates technology integration with other products, making it far more likely that your new customers will renew their contracts again and again.
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