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How do you leverage customer feedback to improve product adoption rates?

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4 Answers
Product Adoption
  1. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y

    Customer feedback can be a goldmine for improving product adoption rates. A wealth of information can be gleaned if you go about it the right way. A key point to note is that it is important to leverage both solicited and unsolicited feedback to continuously optimize your strategy: Solicited Feedback: Targeted Surveys: Conduct surveys at key points in the customer journey, like onboarding, feature adoption, and renewal periods. Tailor questions to gather specific insights on the user experience, ...Read More

    599 Views
  2. Nancy J Luscri (She/Her)
    Nancy J Luscri (She/Her)

    Splunk Senior Director of Customer Success/Enablement • 10mo

    Customer feedback through surveys, community forums and direct conversations are the most effective tools for collecting customer feedback. Try to continuously collect feedback about the various onboarding assets, their efficacy, their simplicity to find, and their relevance. Then, rationalize the feedback across segments and industries and refine and enhance your assets. Lather, rinse, repeat the process.   

    1,081 Views
  3. Jeff Beaumont
    Jeff Beaumont

    Customer Success Consultant • 2y

    This isn't exhaustive, but can be a good starting point: Annual survey results. It's a lot of work, but after gathering that feedback, share it back with your customers in a annual survey results PDF. For example, share some of the best practices, which tools have high adoption, success stories, or other items that could help your audience become inspired, motivated, and have a path to adopt Internal feedback loop. If you aren't already feeding that information to your Product and Exec teams, no ...Read More

    1,069 Views
  4. Meenal Shukla
    Meenal Shukla

    Zoom Head of Scaled Customer Success, Onboarding, Learning and Adoption • 2y

    Here’s a strategic approach to effectively use customer feedback to enhance product adoption: Collecting Feedback Across Various Channels In-app and email feedback tools: Use prompts and surveys within the application to gather real-time, context-specific feedback. Use emails for stakeholders who are not logging in regularly to engage and cover all your bases. At Gainsight, we use in-app NPS for end users and email NPS for our key decision makers. We also use CES (Customer Effort Score) surveys ...Read More

    444 Views

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