Once a deal closes, it’s important for new users to use the product consistently. Low adoption could flag potential churn at renewal time, while high adoption could indicate upsell potential. Your CRM or other measurement systems can track user adoption rates.
Send post-adoption surveys 90 to 180 days into the contract cycle to garner detailed feedback. This gives the customer adequate time to get trained, onboarded, and up to speed in order to provide substantive feedback. Analyze the survey results and take any necessary actions. Tracking when and how users have adopted a product can uncover early clues about likely renewal success and upsell potential.
• Customer hits designated point in a contract cycle
• Send out a post-adoption survey to all users of a product
• Analyze survey results to look for patterns and problems