Oh good, activation is helpful. I guess I'm wondering if we break it down across all features of the product and if that is based on their contract which indicates what they should be using or if we are just looking for overall adoption.
Mary Green we're working on a project around this right now. We're looking at it from a lens of what products and features will ultimately help our customers achieve their larger goals? We're considering KPIs like time from purchase to initial use, time from purchase to production, and then overall utilization by product / feature (this last part is in partnership with our product team because they have utilization goals, too). Do you share this goal with your product team as well?
That was a long answer! Hope its helpful.
Yes, we do share it with our product team. Our main focus is increasing it. We have probably 30 or so main products that we sell, across dozens of industries, so it can be a big lift to figure out where to focus. I like the idea of focusing on their larger goals.
In customer education, we also measure the time from looking at a source of learning to the time they access functionality (in some cases).
Also looking at Time to First Value, measuring CS activities around goals set by customers and time to reach that goal - although this one is newer.
Kristine Kukich, how do you define Time to First Value - is that what is agreed and reported on by CS with the customer, or is it independently measured by a feature usage or output in the product?
Schalk Gerber First meaningful interaction leading to "Aha" - different for different companies, and may be different within the customer base if the customers behave differently by size or industry or other combinations of segmentation options. Slack used to measure when a user hit 2K messages sent. In the recruiting software I used to work with, it was first 10 job postings that hired.
