Tracking real time product usage is one of the best data driven ways to understand who is getting value and who is not. CustomerSuccessBox relies on this as one of the primary sources of insights for Customer Success Managers to better understand the status of Accounts in their portfolio, to predict future behaviour and for Risk or Upsell Signals.
Why should I log Events/User Actions in CustomerSuccessBox?
CustomerSuccessBox tracks events/user activity received over time, and lets you leverage them to
- Set up Product Adoption Health
- Segment Accounts on product adoption metrics
- Configure product adoption Milestones that you want to track for customers
- Get Risk Alerts whenever users are inactive
- Upsell Alerts based on product usage
What are Product Usage Events?
Product usage by your customers can be tracked at a Feature, Module and Product level in CustomerSuccessBox. Events/user actions is logged along with the Account and User details for analysis
As a Product Manager/Customer Success Manager, your task is to identify and fill the events/user actions (Features) and their corresponding Modules and Product in the onboarding template
What is a Feature, Module and Product?
|A feature is a standalone Event/User Action recorded/performed in your Product
Example: Report Created, Report Downloaded, Email sent, Conversion Event
|A module is a way to classify a group of features. We suggest grouping by product area.
Example: Reports, Dashboard, Settings
|Product helps with classifying modules and the underlying features. In case your tenant has multiple products, it can be used to classify the particular product on your tenant that was used.
Examples: Sales, Marketing, Engagement
Example: Consider a facetious Point of Sale SaaS application, let us call it 'MyPOS'. MyPOS application is used by retailers at their point of sales counters to close business. The table below will explain Features, Modules and Products
|Loyalty program opt-in
Why do I need to define Features, Modules and Product?
CustomerSuccessBox logs all the Feature usage events by each User along with the timestamp. Usage is calculated by aggregating all the events/activities at an Account level or a User Level.
You will be able configure Segments, Health, Alerts and Milestones at
- Feature Level: Aggregates the usage of each Feature by all Users of the Account
- Module Level: Aggregates the usage of all Features grouped under the Module by all Users of the Account
- Product Level: Aggregated the usage of all Modules grouped under the Product by all Users of the Account
You will be able configure User Segments at
- Feature Level: Aggregates the usage of each Feature by the User
- Module Level: Aggregates the usage of all Features grouped under the Module by the User
- Product Level: Aggregates the usage of all Modules grouped under the Product by the User
Which Events/User Actions should I track?
Start with events/user actions which represent the primary goals of your Product. Think of these as the direct or best proxy for value delivered.
Do note that not all events or activities represent value delivered and you should typically think way deeper than just customer logins. It might be okay to start with just very simple tracking of active users or license utilization.
The table below should help you identify the high priority events/user actions that your Developers/Engineers will need to push to CustomerSuccessBox.
||Periodic repeated activity/events that are must for an ideal customer
||Event that will be the best proxy for value delivered
||For CRM: Leads/ Opportunities Created/Won
For HR Tech: Candidates Screened/Assessed, Interview Scheduled etc
||Usually one time but important events
||Various key product adoption events during onboarding
||Data Import, Integrations, User Invites
||Good to have activities, but Interesting to track, specially for Upsell.
Note that events used in Health definition can also be used to generate alerts, under certain usage threshold.
|This could be an advanced feature
||Upsell Alert: Advanced Report created
Risk Alert: Data Exported
We recommend about 5 - 20 features and about 2-5 modules would be great for the start. You can go up to 20 - 100 Features and 5 - 20 Modules for a single product. For multiple Products, the equation changes accordingly.
How do I Log Events/User Activities in CustomerSuccessBox?
via API/JS Libraries
Events/user actions can be pulled to CustomerSuccessBox from any analytics tools you might be using like Segment, Mixpanel or Amplitude.
In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You can always:
- Initiate a chat directly from within your CustomerSuccessBox. Use Chat option from Chat icon in left side navigation bar.
- Create a conversation from here.
- Send an email to firstname.lastname@example.org