Everyone knows that product adoption is key to customer retention. So, how do you monitor how well your customers are adopting your product, and where/how you need to take action?
To build a customer success division that is proactive and data-driven, you need to understand two things:
Which features (or modules or products) are your most value-creating and sticky?
How well these features (or modules) are being adopted by your customers?
You should know the answer to the first question. If you don’t, you should sit down with your (product) management team to figure it out. Use data, ask your customers, and let the vision of your product guide you.
This will also help you decide which usage metrics and activity data should be used to define each feature group. So this will be the first step before getting them set up in Planhat.
With Planhat's Success Units, you are able to use data to see which customers may not be adopting your product very well and then take meaningful action from there.
Success Units can be based on usage (with calculated metrics and are updated automatically) or you can score them manually on a scale of 1-5. This gives you more flexibility and allows you to weigh in as the CSM.
How to Set Up Success Units in Planhat
You manage "Success Units" in the same place as other Company fields within upgraded Planhat.
Go to the Global Tools menu (in the top left of the gray bar) via the ellipsis, and select "Data"
If you have already pinned the "Data" Global Tool to your gray bar, simply click on that
Ensure "Companies" is selected in the "Models" list
Click on the "Fields" tab
Click on "Success Units"
Clicking into "Success Units" here will open up a modal like this, where you can create and edit your Success Units.
Click the image to view it enlarged
You can click on any existing Success Unit in the list on the left to open up its details on the right to view/edit.
If you'd like to add a new Success Unit, click "+ New Unit" in the bottom left (shown above), and fill in the form (shown below).
Name : give your Success Unit a suitable name
Description: add some information to explain what the Success Unit is displaying
Connect to Metric: feed data directly from your calculated metrics into your Success Units. If you would like to know more about calculated metrics then check out these articles: Calculated Metrics & Calculated Metric Use Cases. If you don't connect to a metric you will have the option to manually set a rating score from 1-5
Default state: select which state you would like your Success Units to be in by default. For example, if you select "Not Applicable" then a cross will appear by default across the Success Unit. Check out the Success Unit symbol meanings here
Conditions: specify which company profiles you would like your Success Units to appear on. To learn more about "Conditions", check out this article
Thresholds: (available if you have connected to a metric) select a range that will determine the colour (health) of the Success Unit. For example, if my range is 5 to 10 that means anything less than 5 will be red, between 5-10 will be amber and greater than 10 will be green
Once you have filled in all of those fields, you just need to press the "Save" button in the top right corner
Viewing Your Success Units in Planhat
On Company Full-Page Profiles at the top of the "Overview" tab
Click the image to view it enlarged
In Data Explorer or a Page e.g. Data Table, like regular fields. There's a tab for Success Units in the "Manage Table" modal to easily identify them when you're configuring your columns
Click the image to view it enlarged
If you have access to Portals, then you can share your success units with your customers via their portal. If you would like to learn more about our portals then check out this article and if you don't currently have access but you're interested in adding it to your plan then please reach out to your CSM 👍
Success Unit Symbol Meanings
